Casterton Memorial Hospital - Happy Patients

Mrs Iris (Bonnie) Humphries with EN Mrs Grace Makore
Thursday, 4 April 2013
Patient satisfaction at Casterton Memorial Hospital is the third highest in the state, according to a recent government survey.

CMH scored 89.9 out of 100 in a patient satisfaction survey, third behind Lorne Community Hospital on 90.5 and Yea & District Memorial Hospital on 90.9.

In 2010-11, the hospital received a satisfaction rating of 88.8.

The Victorian Patient Satisfaction Monitor Annual Report for July 2011 and June 2012 rates hospitals a either poor to fair (20-40), fair to good (41-60), good to very good (61-80) or very good to excellent (81-100).

Minister for Health David Davis said it was the second year running that hospitals throughout the state have recorded significant increase in satisfaction ratings.

“Most importantly, no Victorian hospital showed a statistically significant decrease in patient satisfaction in 2011-2012 and no hospital receive a “poor” or “fair” rating, “ Mr Davis said.

“These results, direct from patients, are testament to our dedicated doctors, nurses and other hospital staff who can be truly proud of the difference they make to lives of Victorian patients each and every day”.

Hospital CEO, Mr Owen Stephens said the result was a testament to the hard working staff and the Hospital Board’s performance in recent years.

“We really appreciate all the people who took the time to complete the survey…. It gives us the opportunity to get information direct from the public so we can find out where we can make improvements at the hospital,” Mr Stephens said.

Mr Stephens said areas for improvement will be looked at by the board, including the hospital’s physical facilities, discharge times and patient care.

“The only thing we’ve reported a drop in really on previous years relates to patient treatments, and that would be more so the administration side of things, whether it is to do with waiting time or outpatients.

Mr Davis said that for the first time, input from patients visiting emergency departments had been included in the monitor.

He said patients could highlight the positives about our public hospitals and point out areas for improvement in voluntary survey.

“Based on the survey, the areas with the highest level of satisfaction were the courtesy of nurses and doctors, being treated with respect, personal safety and helpfulness of staff.”

“Areas for improvement included quality of food, storage facilities, waiting room comfort, explanation of hospital procedures and restfulness of the hospital”.  Mr Davis said input from 4580 visitors to emergency departments found that most were satisfied with the level of privacy, care and safety.

Waiting for treatment and comfort and lack of facilities were areas needing improvement, according to the survey. However, 90 per cent of respondents said, if given a choice, they would return to the same emergency department in future if they had a serious illness or injury.