Mediclinic has published results from its Patient Experience Index (PEI) survey – a patient satisfaction survey introduced by the hospital group in partnership with international provider of patient satisfaction surveys, Press Ganey.

The private group implemented the PEI survey to scientifically measure, understand and improve the quality of patient care across its three international platforms.

Press Ganey Associates manages the survey process from emailing the questionnaires to patients to providing an in-depth analysis of the data and advising on global best practices. According to Mediclinic, this ensures that the process is fair and trustworthy, and that the results are independently verified.

CEO at Mediclinic Southern Africa, Koert Pretorius, says the comprehensive survey contains the full Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) questionnaire (which measures the frequency of behaviour). In addition, Mediclinic implemented customised questions designed by Press Ganey, relating to the quality of the patient’s experience while in hospital.

“We believe that the strength of our survey results lie in the combination of these two elements to provide a far more rounded measurement tool than is standard across our industry,” said Pretorius.

The data was collected from more than 34,000 patient surveys received in the last year and was published on 3 April 2017 to a website specifically created for the PEI results.

Mediclinic says the aim of the PEI results website is to create a channel that provides information in a manner that is clear for the public to interpret while also ensuring that the content conveys the importance we attribute to the results.

Visitors to the site will be able to view information relating to their closest facility through a simple drop down menu. For each hospital, there are three lead indicators of patient experience: Overall Hospital Score; Likelihood of Recommending the Hospital; and Rate the Hospital.

“Information is presented in a visually convenient format that is not copy heavy but conveys the key measurement ratings as experienced by our patients,” says Mediclinic.

To avoid bias, Mediclinic is not involved at any stage with the collection of survey responses or analysis of results. All survey responses are collected and independently assessed by Press Ganey. Each Mediclinic hospital receives a quarterly report and hospital management teams have 24/7 access to real-time data.

“As a practical explanation of the impact these results are making on our day-to-day business we have also provided some examples of case studies,” said Pretorius.

“Further information is then available per measurement criteria such as nurses, meals or patient admission. The patient can then view the criteria for that particular score by clicking through an additional link,” continued Pretorius.

To participate in the survey, patients must give consent to receive the survey during the admission process and provide an email address.

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