More than 8 in 10 patients rate service at public hospitals, polyclinics as good or excellent

Khoo Teck Puat Hospital again came out tops among the seven public hospitals in MOH's annual Patient Satisfaction Survey.
Khoo Teck Puat Hospital again came out tops among the seven public hospitals in MOH's annual Patient Satisfaction Survey. PHOTO: ST FILE

SINGAPORE - More than eight in 10 patients who visited healthcare institutions last year gave the thumbs up to good service, but waiting time remained one of the key areas for improvement.

Some 85.9 per cent of patients said service at hospitals and polyclinics were either good or excellent - up from 79.1 per cent in 2014, according the Ministry of Health's (MOH) latest Patient Satisfaction Survey.

The annual survey, which was conducted from November 2015 to February this year, also found that service met or exceeded expectations for 83.8 per cent of patients as compared to 80.6 per cent the previous year.

The survey garnered 12,469 responses.


The overall satisfaction levels among patients surveyed. CHART: MOH

The healthcare institutions were assessed on attributes in relation to seven touchpoints: doctors, nurses, allied health professionals, care coordination, facilities, waiting time, and billing issues.

More patients (84.9 per cent) said they were willing to recommend public healthcare institutions to others, while affordability ratings have also gone up to 72 per cent from 68.7 per cent in 2014.

The ministry also revealed that open-ended feedback was sought from patients in the survey, with feedback indicating that they were generally satisfied with the medical staff and facilities.

"However, they also cited waiting time, procedures and facilities as areas that needed improvement," it said.


CHART: MOH

Khoo Teck Puat Hospital again came out tops in the hospital category, with 90.8 per cent of patients declaring themselves happy with the service there.

Singapore General Hospital got the least votes (80.8 per cent) among the seven public hospitals.

Ng Teng Fong General Hospital in Jurong, which started operations in June last year, ranked fifth with a score of 83.9 per cent.


How the seven public hospitals fared in the survey. CHART: MOH

As for specialist centres, the Institute of Mental Health continued to lead the way, improving significantly with a 94.1 per cent rating compared to 88.4 per cent in 2014.

Of the 17 polyclinics surveyed, 13 improved on their satisfaction scores.

National Healthcare Group (NHG) polyclinics, which recorded an 11 per cent jump in patient satisfaction, overtook SingHealth Polyclinics. 


A comparison between the two polytechnic clusters, SingHealth and National Healthcare Group. CHART: MOH

Bukit Batok Polyclinic - managed by NHG - was top with 97.1 per cent. The SingHealth-managed Sengkang Polyclinic has the lowest score of 74.5 per cent.