Hospital Authority to launch Patient Experience and Satisfaction Survey
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The Hospital Authority (HA) will launch a Patient Experience and Satisfaction Survey (PESS) this Thursday (August 18) at its 17 public Accident and Emergency (A&E) Departments. The Survey is being conducted to understand patients' experiences, feelings and satisfaction levels in regard to receiving A&E services for the purpose of continuous service improvement from the patients' perspective.
The HA has commissioned the Jockey Club School of Public Health and Primary Care of the Chinese University of Hong Kong to conduct the survey. It will take five months to complete. The survey will cover important aspects including the registration process and waiting time, environment and facilities, hospital staff, patient care and treatment, information on leaving the A&E Department and overall impressions.
Discharged A&E patients will be randomly selected to be interviewed via telephone. Consent will be sought before commencement of the telephone interview. Personal data will be handled in strict confidence. Patients are free to withdraw at any time from the survey in case they change their mind.
The HA appeals to patients to participate in the Survey. "Service improvement is an integral part of corporate governance. To continuously improve the patient services, it is very important for the HA to listen to views from patients and our healthcare staff have to understand patients' needs and their perspective on service quality. The views expressed by patients will help the HA shape service directions and plan improvement measures to continuously enhance healthcare quality in public hospitals," the HA spokesperson said.
The first PESS on 5 000 discharged inpatients of 25 public hospitals was launched in 2010. To facilitate ongoing monitoring of patient service quality, the HA will continue to conduct HA-wide inpatient as well as specialty-based surveys at regular intervals.
Ends/Monday, August 15, 2016
Issued at HKT 16:21
Issued at HKT 16:21
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