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

graph of emergency positive responses
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

 

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Last updated: 2021-06-16