ABU DHABI // An overwhelming majority of residents are happy with the treatment they receive at hospitals – but many want shorter waiting times and doctors who can speak their native languages.
Of the 38,006 hospital patients who responded to the Health Authority Abu Dhabi’s survey on patient satisfaction, more than 80 per cent said they were satisfied with inpatient, outpatient and emergency care.
But they also expressed concern at the time they were kept waiting by doctors and pharmacies, and with language hurdles when dealing with healthcare workers.
Dr Mugheer Al Khaili, chairman of Haad, said the feedback would help healthcare centres to make improvements.
“Haad is striving to improve quality of healthcare services provided to citizens and residents in the emirate of Abu Dhabi,” Dr Al Khaili said. “Patient satisfaction is a key index in evaluating and improving quality of healthcare.
“It is also crucial for all hospitals in determining the continuity of patient access to all healthcare services they provide.”
Of those surveyed, 9,902 patients responded to a question asking about the top three things they want from the healthcare system. Quality of care, communication and prompt service were the most common answers.
“The findings of the patient satisfaction study will contribute to improving performance and efficiency of the healthcare sector,” Dr Al Khaili said. “They reflect the perception on quality of healthcare provided in the Emirate and identify areas for improvement.
“Patients’ involvement and participation is fundamental in improving services.”
He said patients rated many services in Abu Dhabi higher than those in other countries, including the US and Singapore.
But there was still room to improve. “We are happy with the results but it doesn’t mean we will stop. Quality has no ceiling.”
“We will keep surveying, we will keep improving and we will keep communication with our stakeholders to ask them to put an improvement plan in place to make sure the quality is improved year on year,” Dr Al Khaili said.
“I hope the next survey will show improvements in the areas where people showed interest.”
About 40 per cent of the survey respondents were Emiratis.
“Such questionnaires contribute in setting a contemporary assessment of the quality and safety of healthcare services,” said Dr Maha Barakat, director general of Haad.
“They also help healthcare facilities raise overall quality standards and contribute to strengthening patients’ confidence in the health system.
“The quality management process in healthcare services requires various activities such as measuring results, continuous auditing and review of clinical activities, medical records, and many others.”
The results of the survey follows the introduction of the hospital rating initiative Jawda, which means quality in Arabic, introduced by Haad last year.
Every hospital, health centre and clinic is to be rated for their standard of care. Haad said the results would be made public to motivate healthcare centres to improve their service.
jbell@thenational.ae