Authors (including presenting author) :
Wong Wing Ning Rosanna; Yiu Ming Pong; Chan Chi Wai
Affiliation :
Family Medicine and Primary Care, Kowloon West Cluster
Introduction :
Patient experience is one of the benchmark to improvement in health care quality at organization level in primary care setting. In this abstract, we are going to look into the monthly return on appreciation in 2018 of Cheung Sha Wan Jockey Club General Outpatient Clinic (CSWJCGOPD).
Objectives :
1) To analyze and compare the data from others General Outpatient Clinic with similar patient load to Cheung Sha Wan Jockey Club General Outpatient Clinic (CSWJCGOPD)
2) To investigate the specific patient appreciation culture in Cheung Sha Wan Jockey Club General Outpatient Clinic (CSWJCGOPD)
3) To discuss the keys to achieve patient’s satisfaction in primary care setting as well as the key to boost the staff morale to achieve win-win results
Methodology :
Both qualitative and quantitative study approach were employed. We particularly looked into the monthly return on appreciation statistics from Patient-Relationship-Office (PRO) in CSWJCGOPD in 2018. We analyze the personnel, nature and mode of appreciation. We undertook comparative data with analysis of benchmark results internally.
Result & Outcome :
In year 2018, Cheung Sha Wan Jockey Club General Outpatient Clinic (CSWJCGOPD) received significantly higher rate of appreciation than other clinics with similar patient load. Clinic A received 22 appreciation (36% that of CSWGOPD) whereas Clinic B received 41 appreciation (62% that of CSWGOPD). For the nature of appreciation, mostly the patients were mainly thankful to the attitude as well as the service delivered. Patients were grateful to the caring and professional attitude of staff. Service was supplied with patience and zeal. Nursing staff received 3.67 fold of thankfulness than that of doctor. Appreciation would be one of the key to boost staff morale in primary care setting.
Co-location with:
