Top Left Logo
Engage with Us Healthy People, Healthy Communities
Skip Navigation Links
Home
Careers
Tenders
Give
For Health Professionals
Contact Us

Spacer Spacer Spacer Spacer
Index      Small Text Medium Text Large Text  


Experience of Care Survey 2011-2014

What is the Experience of Care Survey?
Results
Tables
 

What is the Experience of Care Survey?

The Experience of Care Survey is an initiative undertaken by Eastern Health that provides an opportunity for clients and, in some cases families, to share their opinions and experiences with the services provided by the organization.

The survey is part of Eastern Health’s ongoing efforts to ensure that it provides the best health care possible for the people it serves. Clients and families view our services from a very unique perspective and are ultimately expert witnesses in their care. Obtaining this perspective and using it appropriately is an essential step to ensuring we continue to provide quality care to the people we serve. This initiative is consistent with the priority of quality and safety identified in Together We Can, Eastern Health’s Strategic Plan 2011-2014.

The program areas included in this phase of the survey are Acute Care, Emergency Services, Children’s Health, Mental Health, Rehabilitation and Long-Term Care.

The results currently available represent 13 of the 13 program areas surveyed and include:

Eastern Health administered this phase of its client satisfaction survey through an external consultant by the name of Agility Metrics (recently renamed Leger Metrics). This Montreal-based marketing and research firm has worked with numerous other health boards across the country in evaluating health care services. The firm specializes in health care satisfaction measurement and evaluation. The contract was awarded through a Request for Proposals process at a cost of $215,836.86. 
  

Results

Results have now been provided for Mental Health (inpatients), Child Health (inpatients/outpatients), Adult Rehabilitation and Continuing Care (inpatients and outpatients), Long-Term Care, Emergency Services and Acute Care inpatients and outpatients. Acute Care (inpatients) includes the Surgery, Medicine, Cardiac/Critical Care and Women’s Health programs, while Acute Care (outpatients) includes the Ambulatory Care and Surgical Day Care programs.



 
Mental Health

A total of 45 questions were asked of inpatients, based on eight dimensions of care. The survey was offered to 1,297 individuals, and 245 surveys were completed, for a response rate of 18.9 per cent. These results reflect feedback from inpatients who received care between 2012 and 2013.

 
Child Health (inpatients and outpatients):

A total of 53 questions were asked of inpatients, based on eight dimensions of care, while outpatients were asked 50 questions, based on seven dimensions of care. Both the inpatient and outpatient surveys were further divided into two age groups: one for under the age of 14 (<14), while the other was 14 years of age and older (14+). This allowed individuals over the age of 14 to complete the survey independently if they preferred.

The results for Child Health reflect feedback from patients and clients and their parents/guardians who received care between 2012 and 2013.

The inpatient ‘under 14’ survey was sent to 572 individuals with a total of 146 responses for a response rate of 25.5 per cent. The inpatient ‘14 years of age and older’ survey was sent to 202 individuals with 48 responses, translating into a 23.8 per cent response rate.
 
The outpatient ‘under 14’ survey was sent to 3497 individuals with a total of 523 responses, for a response rate of 15.0 per cent, while the outpatient ‘14 years of age and older’ survey was sent to 768 individuals with 103 responses, provided a 13.41 per cent response rate.

 

Adult Rehabilitation and Continuing Care (inpatients and outpatients):
 
Inpatient survey questionnaires were sent to 410 individuals with a total of 120 responses for a response rate of 29.27 per cent, while the outpatient survey was sent to 1,515 individuals with 422 responses, which translates into a 27.9 per cent response rate. All of these individuals had received care from Eastern Health between 2010 and 2012.

The Adult Rehabilitation and Continuing Care Inpatient Survey asked 54 questions, based on eight dimensions of care, while the Outpatient Survey asked 51 questions, based on seven dimensions of care.


Long-Term Care:


A total of 1,453 questionnaires were sent to individuals who had a family member in one of Eastern Health’s long-term care homes. A total of 661 family members replied to the survey, for a response rate of 45.5 per cent.

The Long-Term Care survey asked 27 questions, based on six dimensions of care.

 

Acute Care:

Questionnaires were mailed to 9,328 clients of Acute Care, including 6,192 inpatients and 3,136 outpatients. A total of 2,854 responses were received: 1,925 from inpatients for a response rate of 31.1 per cent and 929 from outpatients for a response rate of 29.6 per cent. 
 
The Acute Care (inpatient) survey asked 45 questions that measured eight dimensions of care, ranging from accessibility and coordination to respect and safety, while the Acute Care (outpatient) survey asked 44 questions measuring seven dimensions of care. The majority of respondents to both surveys were female and 55-plus years of age.
 
 

Emergency Care: A total of 4,528 questionnaires were mailed to those who had received Emergency Care. Five hundred and ninety-four (594) responses were received for a response rate of 13.1 per cent.

The Emergency Services survey asked 50 questions that measured eight dimensions of care. The majority of respondents were female and 45-plus years of age.

 

Survery Results
 
The survey response rates are adequate to support statistical analysis at the program levels.

The results in the tables below represent the mean score, which was calculated by taking the average of all respondents’ answers, normalized on a scale from zero to 100.

The margin of error (+/-) is relative to the mean score, and provides the range of the mean at a confidence level of 95 per cent. For example, if a mean score is 80 with a margin of error at +/- 5, the mean range would be from 75 to 85.

The tables below provide the results for the Mental Health Inpatient Program, the Child Health Program (inpatient/outpatient),
Adult Rehabilitation and Continuing Care Program (inpatient/oupatient), the Long-Term Care Program, the four Acute Care Inpatient Programs, the two Acute Care Outpatient Programs and the Emergency Services Program.

 

Together We Can
Tables


Mental Health Inpatient results by Dimension

Survey Dimensions

 Score

Admission

82.0 (+/- 3.9)

Patient Participation

62.3 (+/- 3.5)

Respect, Recovery and Meeting Needs

70.9 (+/- 3.7)

Rights

70.3 (+/- 3.3)

Rehabilitation Activities

38.7 (+/- 4.0)

Overall Experience and Results

60.3 (+/- 3.0)

Discharge

74.0 (+/- 4.4)

Facility

68.7 (+/- 2.8)


Child Health results by Dimension (Inpatient - Under 14 years of age)

Survey Dimensions

 Score

Your overall assessment

86.5 (+/- 2.6)

Accessibility of services

77.8 (+/- 4.3)

Continuity and coordination of care

84.9 (+/- 2.6)

The care received from health care professionals

86.2 (+/- 2.6)

Respect for your rights

52.8 (+/- 3.0)

Hospital support staff

78.3 (+/- 3.7)

Concern for your safety

82.8 (+/- 3.0)

Hospital environment

79.5 (+/- 2.9)


Child Hea
lth results by Dimension (Inpatient - 14 years of age and older)

Survey Dimensions

 Score

Your overall assessment

85.0 (+/- 5.1)

Accessibility of services

77.1 (+/- 7.4)

Continuity and coordination of care

81.2 (+/- 5.0)

The care received from health care professionals

85.9 (+/- 5.0)

Respect for your rights

68.6 (+/- 5.5)

Hospital support staff

76.4 (+/- 5.5)

Concern for your safety

80.4 (+/- 5.9)

Hospital environment

74.8 (+/- 5.3)


Child Health results by Dimension (Outpatient - Under 14 years of age) 
 

Survey Dimensions

 Score

Your overall assessment

86.3 (+/-1.3)

Accessibility of services

78.9 (+/-1.4)

Continuity and coordination of care

80.3 (+/-1.6)

The care received from health care professionals

87.6 (+/-1.3)

Respect for your rights

46.5 (+/-1.4)

Concern for your safety

75.8 (+/-1.9)

Facility environment

74.1 (+/-1.6)

Child Health results by Dimension (Outpatient - 14 years of age and older)

 Survey Dimensions

Score

Your overall assessment

82.9 (+/-3.3)

Accessibility of services

78.2 (+/-3.2)

Continuity and coordination of care

78.5 (+/-3.5)

The care received from health care professionals

86.2 (+/-2.8)

Respect for your rights

64.7 (+/-3.5)

Concern for your safety

80.7 (+/-4.5)

Facility environment

76.2 (+/-3.5)



Adult Rehabilitation and Continuing Care Results - Inpatient
 

 Survey Dimensions

Score

Your overall assessment

82.6 (+/- 3.5)

Accessibility of services

79.4 (+/- 4.4)

Continuity and coordination of care

78.6 (+/- 3.1)

The care received from health care professionals

82.0 (+/- 3.6)

Respect for your rights

67.3 (+/- 3.3)

Hospital support Staff

73.4 (+/- 3.3)

Concern for your safety

79.4 (+/- 3.4)

Hospital environment

79.7 (+/- 2.9)

 
 
Adult Rehabilitation and Continuing Care Results - Outpatient

 Survey Dimensions

Score

Your overall assessment

82.3 (+/- 1.7)

Accessibility of services

77.6 (+/- 1.7)

Continuity and coordination of care

79.2 (+/- 1.8)

The care received from health care professionals

85.4 (+/- 1.5)

Respect for your rights

69.4 (+/- 1.7)

Concern for your safety

82.4 (+/- 2.3)

Facility environment

75.6 (+/- 1.8)

 

Long Term Care Results

Survey Dimensions

Score

Your Visits (staff availability/respectfulness/capability/resident  cleanliness)

84.9 (+/-1.3)

Your Experience with Nursing Staff (courtesy/clear and timely  information)

87.3 (+/-1.4)

Care of Your Family Member (involvement of family member in  decisions)

83.7 (+/-2.1)

The Nursing Home (noise/privacy/cleanliness/problem-solving)

79.6 (+/- 1.4)

Other Issues (food/medical/financial/recreation services

73.1 (+/- 1.2)

Overall Ratings (overall care/adequacy of staffing/recommendation to  others)

71.4 (+/- 1.6)

[Top] 

Acute Care Results by Program - Inpatient
 


Survey Dimensions

Average rating for Respondents’ overall experiences

Medicine

Surgery

Cardiac/
Critical Care

Women’s Health

Overall Assessment

83.6 (+/- 4.6)

83.4 (+/- 3.5)

87 (+/- 5.1)

83 (+/- 5.0)

Accessibility of Service

77.2 (+/- 6.6)

80.9 (+/- 4.4)

87 (+/- 5.1)

82.2 (+/- 5.9)

Care Received from Health Providers

85.2 (+/- 4.1)

85.1 (+/- 3.0)

86.8 (+/- 5.0)

85.2 (+/- 4.4)

Respect for Your Rights

71.1 (+/- 5.0)

74.3 (+/- 3.7)

73.2 (+/- 6.1)

71.1 (+/- 5.6)

Concern for Your Safety

82.3 (+/- 4.6)

80.7 (+/- 3.8)

83.9 (+/- 5.7)

81.1 (+/- 5.5)

Facility/Hospital Environment

76 (+/- 4.9)

73.4 (+/- 3.7)

76.8 (+/- 6.7)

74 (+/- 5.8)

Continuity & Coordination of Care

79.4 (+/- 4.9)

81.9 (+/- 3.2)

83 (+/- 5.3)

80.4 (+/- 5.2)

Hospital Support

75.5 (+/- 5.3)

69.3 (+/- 4.3)

73 (+/- 5.1)

67.6 (+/- 6.6)

Acute Care Results by Program - Outpatient

Survey Dimensions

Average rating for Respondents’ overall experiences

Ambulatory Care

Surgical Day Care

Overall Assessment

81.3(+/- 4.2)

83.9 (+/- 4.4)

Accessibility of Service

76.3 (+/- 4.4)

80.3 (+/- 4.1)

Care received from Health Providers

83.2 (+/- 4.2)

86.2 (+/- 3.9)

Respect for Rights

67.7 (+/- 4.1)

72.1 (+/- 4.3)

Concern for Your Safety

80 (+/- 5.6)

83.5 (+/- 4.9)

Facility/Hospital Environment

73.9 (+/- 4.9)

75.1 (+/- 4.8)

Continuity & Coordination of Care

77.8 (+/- 4.9)

80.6 (+/- 4.4)

Emergency Services Program Results

Survey Dimensions

Average rating for Respondents’ overall experiences

Emergency Program

Overall Assessment

72.9 (+/- 5.6)

Accessibility of Service

70.2 (+/- 5.2)

Care Received from Health Providers

76.1 (+/- 5.0)

Respect for Your Rights

66.1 (+/- 4.4)

Concern for Your Safety

76.9 (+/- 5.2)

Facility/Hospital Environment

72.1 (+/- 4.8)

Continuity & Coordination of Care

68.5 (+/- 7.2)

Discharge from the ER

74.1 (+/- 6.4)

 

spacer


Updated May 25, 2017