Ministry of Health: Result of Patient Satisfaction Survey

Public hospitals, polyclinics and national specialty centres continued to score favorably with the public with a strong showing in overall satisfaction level. Nearly 8 out of 10 patients (76%) gave them the thumbs up, and as many (79%) said they would recommend the services of public healthcare institutions to others.

The polyclinics also improved on their previous performance in 2009. Overall satisfaction with the National Healthcare Group Polyclinics (NHGP) edged up 7%-points to 80% and for the SingHealth polyclinics (SHP), by 6%-points to 75%.  Recommendation level for NHGP was at its all time high at 80% and for SHP at 72%.

The Patient Satisfaction Survey 2010 results were confirmed by an independent survey company commissioned by the Ministry of Health. Nearly 12,000 patients participated in the survey from September to December 2010. This is the seventh MOH Patient Satisfaction Survey conducted to assess the level of patient satisfaction, compare performance among the healthcare institutions, and to gather suggestions for continual service improvement. 

Patients were asked to rate their level of satisfaction with the institutions, and whether they would recommend the services to other patients. In particular, they were asked to assess their perceptions based on the following nine service quality attributes:

a. Facilities
b. Care coordination
c. Knowledge and skills of doctors
d. Care and concern shown by doctors
e. Knowledge and skills of nurses
f. Care and concern shown by nurses
g. Knowledge and skills of allied health professionals
h. Care and concern shown by allied health professionals
i. Clear explanation by staff on the procedures and care

SURVEY RESULTS

Overall Satisfaction Level

In the 2010 survey, 76% of the patients rated their overall satisfaction rating as “excellent” or “good” (Chart 1).

CHART 1 - OVERALL SATISFACTION OF PUBLIC HEALTHCARE INSTITUTIONS

Willingness To Recommend

Based on their experience, patients were asked if they would recommend the healthcare institutions to others. 79% of the patients said that they would “strongly recommend” or “likely to recommend” (Chart 2).

CHART 2 – WILLINGNESS TO RECOMMEND PUBLIC HEALTHCARE INSTITUTIONS

Among the hospitals; Khoo Teck Puat Hospital achieved the best results at 82%. This is followed by Tan Tock Seng Hospital which made the largest improvement of 8%-points to 78%. Alexandra Hospital’s performance of 77% was third (Table 1).

TABLE 1 (2010) – OVERALL SATISFACTION OF PUBLIC HOSPITALS

Hospitals	Satisfaction Level (%)
	5 Excellent	4 Good	3 Satisfactory	2 Poor	1 Very Poor
KTPH	34	48	16	2	1
TTSH	28	50	19	2	0
AH	31	46	20	3	0
NUH	23	53	20	3	1
CGH	24	50	23	2	1
KKH	23	51	24	2	1
SGH	23	44	29	4	1