Netcare patient feedback system
Patient and family-centred care is an important quality goal in all of our hospitals. Our leaders, staff and healthcare professionals are dedicated to ensuring the highest level of service excellence and to providing clear communication to patients and their families so that they can understand their care programme and know how to best engage in managing their health.
All of our hospitals use the electronic Netcare patient feedback system to obtain regular feedback directly from patients using our services. In addition, patients are able to inform our healthcare leadership team of specific issues (compliments and complaints) through the Netcare customer service centre or by emailing the hospital manager or its customer care team directly.
The leadership teams at our hospitals also make personal rounds to ask patients and families about their experiences. This gives the leadership direct feedback of what is going well and also enables them to identify areas for immediate action or general improvement.
The Netcare hospital patient feedback systems reporting suite includes trends, summary dashboards and ward-level reporting. Using iPads, web-based and mobile surveys to engage with patients, the system provides reliable feedback on a daily basis, to help us improve our responsiveness, understand required changes to meet patient needs and improve patient-centred care.
Our patient feedback questions for hospitals are based on the United States’ (US) Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS), which allows us to benchmark ourselves against 4 000 US hospitals and health facilities that make use of this methodology. The survey asks patients questions about the clarity of communication, medication information, discharge planning, the hospital environment and the patient’s overall experience.
The table below shows top-box (best possible) responses for the five specific areas that we have focused on in our quality leadership goals.