Patient Experience at St. Mary’s General Hospital is among the best in Ontario for second consecutive year

May 8th, 2014

For the second consecutive year, a report on patient satisfaction has rated St. Mary’s General Hospital in Kitchener in the top 10 per cent of hospitals in Ontario.

From April 1, 2012 to March 31, 2013, St. Mary’s was one of only three Ontario hospitals receiving top marks for patient satisfaction with care in Day Surgery. Patients rated St. Mary’s in the top 10 percent for their satisfaction with the quality of their acute inpatient care, as well as their likelihood to recommend the hospital to family and friends. The report was released by National Research Corporation of Canada (NRCC).

“St. Mary’s staff, physicians and volunteers are an incredible group of people who are committed to providing the best possible patient experience,” says Sandra Hett, Vice President, Patient Services and Chief Nursing Executive. “To be named one of three hospitals in Ontario with the most satisfied Day Surgery patients, and to now be recognized as one of the top performers in Ontario for overall care in our inpatient acute care programs, is a tribute to St. Mary’s concerted effort for continuous quality improvement.”

Patients’ experiences and overall care at St. Mary’s will continue to be surveyed regularly. From these results, St. Mary’s will continue to work to identify ways to improve the patient experience, and overall patient care focusing on quality and safety. Feedback helps St. Mary’s learn about patients’ needs, work towards ways of improving care, and better understand their experiences and expectations, which is essential to the quality improvement process.

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Contact:

Angela Volpe
Manager, Communications
St. Mary’s General Hospital
519-749-6412
226-339-9147 (mobile)
avolpe@smgh.ca

  

Backgrounder: Patient Experience at St. Mary’s is among the best in Ontario for second consecutive year

Where can I find the report online?

The report is posted on NRCC’s website www.nationalresearch.ca, then under “Research and Resources” at the top of the page, and under “Reports.”

The direct link to the 2012-2013 survey:

http://www.nationalresearch.ca/resourcesDocs/NRCC%202012-13%20Patient%20Experience%20Percentile%20Report.pdf

The direct link to the 2011-12 survey:

http://www.nationalresearch.ca/resourcesDocs/NRCC%20Patient%20Percentile%20Report%20-%20Apr11-Mar12%20FINAL.pdf

How is the data calculated?

Data reflects results from NRCC’s Patient Experience Surveys between April 1, 2012 and March 31, 2013. For the acute inpatient results, including “Overall Care” question, the positive score is the percent of patients who responded “good, very good or excellent”. For the “Would you recommend” question, the positive score is the percent of patients who responded “yes, definitely”.

A 90th percentile score means that St. Mary’s scored higher than at least 90% of the hospitals included in the analysis for these questions.