Patient experience remains a priority for SA Health

8 February, 2012

Patients in South Australia’s five major metropolitan hospitals provided more than 3,500 comments about their experience during the 2010 to 2011 period.

The feedback includes 3,128 complaints and 444 compliments, advice and suggestions about people’s health care experiences.

SA Health’s Chief Executive David Swan says all feedback is used to improve the health service provided in South Australia.

“Every year, South Australia’s public hospitals provide more than 2 million services,” Mr Swan said.

“Feedback from these five hospitals make up less than 0.2 per cent of the overall services provided.

“However, we consider these to be important in helping us to improve the service that we provide to South Australians.

“Our Local Health Networks use this information to review trends and develop strategies to improve the quality of service.”

The majority of feedback received relates to access to health services, communication and treatment.

Feedback is received through a number of tools, including feedback forms, telephone, in person and the internet. Monthly surveys of people who have stayed in hospital overnight are also undertaken to record, monitor and measure patient feedback and experiences.

In 2010, a new Safety Learning System was implemented across SA Health. This electronic system allows all SA Health services across the state to record and manage feedback within the one system.

This integrated system allows us to compare and identify common themes, areas of success and also improvement across the public health system.

“The patient experience in our hospitals is very important. The introduction of electronic patient records will help to further improve their health care, “ Mr Swan said.

Information regarding patients’ experience and feedback is publicly available in the annual South Australian Patient Safety report. Visit www.safetyandquality.sa.gov.au.

Feedback for five major metropolitan hospitals (1 July 2010 to 30 June 2011).

For more information call the SA Health Media Line
Telephone: (08) 8226 6488