Patients’ satisfaction with hospitals falls in all 10 areas surveyed

The annual survey of patient satisfaction with their care in hospitals shows a shift in all 10 core areas in 2021 – and in some areas, it’s critical.

Patient satisfaction at South Australia’s public hospitals plummeted last year as the embattled health system struggled to cope with demand and the pandemic added to staff workloads.

An SA Health report released on Friday shows a drop in patients’ ratings for all 10 core areas of care in 2021 compared to the previous year – with three of those dropping below the accepted benchmark.

But 93 per cent of patients said they would still recommend their hospital to loved ones.

Health Minister Chris Picton. Picture: David Mariuz

The Measuring Consumer Experience Report surveyed 4230 patients staying overnight in seven metropolitan and 10 country hospitals in 2021.

Patients rated three of the 10 areas measured for their care below the department’s benchmark rating of at least 85 out of 100.

They included patients being kept informed, which fell from 87.8 per cent in 2020 to 82.6 per cent. The other two areas were being involved in making decisions (83.5 per cent) and having views and concerns listened to (83.3 per cent).

In the 2020 survey, the benchmark was met in all 10 areas.

In the latest report, care from doctors and nurses, staff communication, pain relief, confidence in safety, individual needs being met, overall quality, and recommending their hospital to others rated above the 85 per cent benchmark – but were all down on 2020 ratings.

The report shows 595 patients reported their individual needs were not met last year, with almost a third complaining staff never explained why their needs could not be met.

Nearly one in five patients reported experiencing physical harm or emotional distress during their stay, and more than half of this group said the harm was not discussed with them.

Health Minister Chris Picton said the report covered the last year of the former Liberal government.

Mr Picton said the views from patients reflected a lack of resources under the previous government.

He said the Malinauskas government was investing a record $2.4bn in health, including recruiting 400 more doctors and nurses.

“I don’t lay blame at doctors, nurses and other workers who care for their patients – I blame the lack of staff, resources and capacity they had to deal with each and every day under the former government,” he said.

“We are providing frontline staff with what they need to do their job properly, which will help improve patient outcomes across the board.

“By listening to patients and hearing their concerns, we can learn valuable lessons to deliver better treatment in hospital and enhance care for those who need it most.”

Opposition health spokeswoman Ashton Hurn said: “It’s no surprise that during the pandemic peak, the most challenging period our health system has faced in generations, hospitals struggled to cope with the pressures of Covid. While it is concerning to see some patient ratings drop below the benchmark, we back our frontline workers and thank them for delivering quality healthcare in unprecedented circumstances.”

SA Health will use the results to improve safety and quality of services.