Client and Family Experience of Care Surveys
We want to know about your experience as a client, patient or resident. You can have your say through Experience of Care surveys, which ask you (or your loved ones) about your views of the services you have received. The survey is a structured way of asking you how we are doing in areas such as respect, communication, and comfort. It also encourages you to rate your level of satisfaction with the care experience.
Measuring client experience is a very important part of client and family-centred care. Conducting these surveys is also consistent with the priority of Quality and Safety in our Strategic Plan. We use information from the Experience of Care Surveys to make improvements to services, safety, and the care environment.
Experience of Care Survey Results (2018-19)
| Response Rates | Emergency Department | 1,064/4724 = 22.5% |
| Child Health Clinics | 223/1,064=21.0% | |
| St. Patrick’s Mercy Home | 35/70=50% | |
| Waterford Hospital | 15/26=57.7% |
Courtesy and respect
Emergency Department
How often did our healthcare providers treat you with courtesy and respect?
| Number of responses | Positive % |
| 1042 | 94.5 |
Child Health Clinics (Public Health)
During this visit, how often did the nurse treat you with courtesy and respect?
| Number of responses | Positive % |
| 223 | 98.2 |
St. Patrick’s Mercy Home
Please rate our staff’s performance in: Showing politeness and courtesy towards you
| Number of responses | Positive % |
| 34 | 88.2 |
Mental Health Inpatient (Waterford Hospital)
Do the staff treat you with courtesy and respect?
| Number of responses | Positive % |
| 15 | 60 |
Confidence
Do you have trust and confidence in the healthcare providers who were treating you?
| PROGRAM | Yes, Completely/
Definitely/ Always |
Yes, Somewhat |
| Emergency Department | 71.2 | 25 |
| Child Health Clinics (Public Health) | 86.5 | 13.1 |
| St. Patrick’s Mercy Home | 67.7 | 23.5 |
| Mental Health Inpatient (Waterford Hospital) | 33.3 | 66.7 |
Involvement in treatment and care
| PROGRAM | QUESTION | Positive % |
| Emergency Department | How often did our healthcare providers involve you in decisions about your (child’s) treatment and care? | 88.1 |
| Child Health Clinics (Public Health) | During this visit, how often did the nurse respect you as an expert about your child? | 95.4 |
| St. Patrick’s Mercy Home | Please rate our staff’s performance in involving you in planning your family member’s care. | 70.6 |
| Mental Health Inpatient (Waterford Hospital) | Do the staff involve you in decisions about your treatment and care? | 66.7 |
Family involvement in treatment and care
How often did our healthcare providers involve your family members or support people as much as you wanted in decisions about your care?
| PROGRAM | Positive % |
| Emergency Department | 85.1 |
Do the staff involve your family members or support people as much as you wanted in decisions about your care?
| PROGRAM | Positive % |
| Mental Health Inpatient (Waterford Hospital) | 45.5 |
Overall satisfaction with care and services
| PROGRAM | VERY SATISFIED % | SATISFIED % |
| Emergency Department | 41.8 | 45.7 |
| Child Health Clinics (Public Health) | 69.4 | 27.5 |
| St. Patrick’s Mercy Home | 47.1 | 35.3 |
What number would you use to rate your care?(0=worst; 10=best)
| Program | 8 | 9 | 10 |
| Emergency Department | 17.1 | 14.1 | 46.4 |
| Child Health Clinics (Public Health) | 15.3 | 20.7 | 56.8 |
| St. Patrick’s Mercy Home | 35.3 | 14.7 | 17.7 |
| Mental Health Inpatient (Waterford Hospital) | 33.3 | 6.7 | 6.7 |