BHB Sees Patient Satisfaction with Services Rise
Bermuda Hospitals Board today released its first ever results from its monthly patient satisfaction survey, revealing a rising trend in patient satisfaction with acute care services at King Edward VII Memorial Hospital since the survey started three years ago.
An independent company carries out the survey on behalf of BHB, with surveyors telephoning over 300 patients each month who have used hospital outpatient services or been discharged from an inpatient unit within the last 30 days. That means about 3,600 surveys per year inform the results, and over 10,000 surveys for the three year period.
Chairman of the Bermuda Hospitals Board, Wendall Brown, comments: “We are proud to share the patient satisfaction results with Bermuda to highlight that, while there are still improvements to be made, we are on the right track. The monthly survey helps us direct precious financial resources where they are most effective, and then measure results. I am very pleased to see the results trending in the right direction and the Board’s commitment to Bermuda is that we continue reporting our results each year. This should be seen as going hand in hand with our commitment to clinical quality improvement, which is measured regularly by Accreditation Canada, the 2011 review having awarded us a top level result, something only achieved by the top 20% of Canadian hospitals. ”
CEO David Hill, comments: “I am very pleased to share with Bermuda our patient satisfaction survey for the first time. I hope the community is as proud of its hospital as I am to see patient satisfaction trending up, and that they will remain supportive of us on our journey to improve further. As our surveys take place within 30 days of people leaving KEMH, this is our most accurate indicator of satisfaction with our services. The telephone survey was introduced when the Board, under the Chairmanship of Herman Tucker, made it a priority for us to improve patient satisfaction. We report on it every month through the Governance Committee, which is chaired by Board member, Mike Winfield, who has been a tireless champion for improving satisfaction at BHB over the last few years. It helps us evolve and improve services using the evidence from the people who experience them directly – our patients.”
Deputy CEO, Venetta Symonds, comments: “I would like to give a special thank you to all our patients who have taken time to respond. The feedback has had a direct impact on improving our services. Staff at BHB have embraced the results and use them to make improvements at the front line. The senior management team also use the results to identify improvements, prioritise projects and then measure their impact. For example, our ward upgrades and new food delivery systems have been major investments for us and we have seen average satisfaction with the inpatient ward environment rise from 66.3% in 2009 to 75.6% in 2011. The food delivery system was introduced last year and the average annual satisfaction rose from 61.3% in 2009 to 66% in 2011 – although the drill down month by month shows a jump in September as new processes were introduced to utilise the new system and estabish meal times on the wards which meant in December 2011 satisfaction with food reached 72.9%. There’s room to improve further, but the trend is in the right direction. Additionally, the implementation of hourly rounding by our nurses and introduction of a FastTrack service in Emergency were designed to deal with issues raised by patients about their care and wait times. These projects have proven to have lasting and positive impacts on patient satisfaction with inpatient nurses and Emergency wait time. Special mention should go to our physicians and outpatient areas who have consistently satisfied patients over the period since we started surveying.”
Chief of Nursing, Quality & Risk, Judy Richardson, adds: “Alongside testing satisfaction within 30 days, we also have numerous ways for patients to voice dissatisfaction. As part of our survey process, patients are asked if they would be willing to attend focus groups. We held one in February for patients who had raised issues of concern, and we will be using their feedback to help drive improvements relating to care at the hospital. More specifically, we established a patient advocate service in January 2011 to work alongside our existing formal process for clinical complaints. The Patient Advocacy Manager works with patients and their families to resolve non-clinical issues while they are in hospital. In total, we dealt with 261 clinical and non-clinical complaints in 2011. Wherever we are found to be at fault, a quality improvement plan is established. Additionally, staff members are mandated to report issues and, in March 2011, we introduced a software system, QUANTROS, to make reporting easy and accountable. Even the most prodigious hospitals worldwide have to address errors or failures of processes as part of their operations. The key is to ensure staff, patients and their families raise issues with us so we can investigate and address them fully. We know that we need to keep improving.”
Attachment 1: KEMH Patient Satisfaction Results
Archives
- 18 August - Baby Sarai born in the eye of Ernesto
- 29 July - BHB awards $190,000 in scholarships
- 18 July - No through traffic at KEMH on 20 July
- 20 June - No through traffic at KEMH on 21 June
- 10 June - No through traffic at KEMH on 12 June
- 30 May - BHB MRI service up and running
- 22 May - BHB’s MRI temporarily down
- 12 March - BHB celebrates World Kidney Day
- 29 February - Generous donation after life-saving cardiac care
- 3 January - Bermuda’s first baby of 2024 is born
- 25 December - Two babies born on Christmas Day
- 18 December - Scott Pearman appointed as BHB CEO from January 2024
- 15 December - Only visit your loved ones in hospital if you feel well
- 29 November - Green is good for your mental wellness
- 22 November - Donation brings new treatment for enlarged prostate
- 17 November - BHB resumes pre-COVID visiting hours
- 10 November - BHB histopathology tests and post-mortem reports
- 29 September - BHB turns on pink lights
- 18 September - BHB to host free Falls Prevention Mini Expo
- 13 July - Blood donor raffle winners announced
- 24 May - Free CPR training could save a life
- 27 February - Faster and more efficient laundry now in operation
- 6 January - KEMH welcomes first babies of 2023
- 3 January - BHB looks forward to PEARL benefits
- 28 December - BHB COVID update
- 25 December - Three babies born on Christmas Day
- 22 December - BHB jobs fair attracts over 300
- 21 December - Community initiative for old St. James’ Church rectory
- 5 December - BHB updates COVID guidelines
- 1 December - O positive blood donors urgently needed
- 30 November - BHB shines green light for mental health awareness
- 17 November - BHB Traffic Advisory for Monday 21 November 2022
- 13 November - PEARL Implementation Update
- 9 November - O positive blood donors needed
- 3 November - Local newborn makes BHB history
- 29 October - PEARL Go-Live Milestone Celebrated
- 27 October - BHB prepares for PEARL’s implementation
- 19 October - Urgent call for blood donations
- 12 October - HAB donates biomedical van
- 10 October - Residents rate their mental health
- 30 September - Pink lights at KEMH for breast cancer awareness
- 27 September - BHB welcomes new chief hospital information officer
- 23 September - KEMH welcomes baby during hurricane force winds
- 20 September - BHB’s electronic medical record to go live in October
- 20 September - BHB Public Advisory: the hyperbaric chamber has reopened
- 6 September - BHB awards $100,000 in scholarships to eight students
- 9 August - Donate blood and win a ride on a Whip
- 24 July - BHB laundry gets $6.6 million upgrade
- 3 February - BHB CT scan service has resumed
- 27 January - BHB and Brown Darrell collaborate on CT service
- 9 December - BHB COVID-19 Remembrance Tree
- 30 November - BHB turns on green light for mental health awareness
- 2 November - BHB to ease visiting restrictions starting Wednesday
- 22 October - BHB moves to Disaster Alert Level 3
- 18 October - Lamb Foggo Urgent Care Centre resumes normal hours
- 28 September - BHB morgue service impacted by the pandemic
- 17 September - BHB Moves to Highest Alert Level
- 7 September - BHB visitor restrictions reintroduced due to delta surge
- 27 July - HSBC brings Cup Match magic to BHB
- 22 July - BHB cautiously opens up to more visitors
- 21 July - BHB announces breast ultrasound service
- 9 July - Blood donor winners announced
- 13 May - BHB releases BE KIND logo
- 30 March - BHB update in response to COVID-19 surge
- 24 February - BHB Food Services team completes nutrition course
- 2 February - UCC returns to longer weekday hours
- 1 February - Preston Swan takes on acting COO role
- 26 January - More visitors allowed from 27 January
- 18 January - Mental Health Act Code of Practice now available
- 18 January - Bermuda Hospitals Board COVID-19 vaccination update
- 15 January - BHB pilots thermal detectors at its entrances
- 8 January - Why I will be getting the COVID-19 vaccine
- 6 January - New year’s baby makes a late appearance
- 29 December - Update on BHB Long Term Care COVID-19 Cases
- 24 December - BHB Confirms Two Patient Cases in Long Term Care Area
- 23 December - Call for new blood donors to help over the holidays
- 17 December - Dr Wesley Miller appointed as BHB chief of staff
- 14 December - Lamb Foggo UCC Winter Weekday Hours
- 13 December - BHB gives mental health the green light
- 27 November - BHB response to 27 November Royal Gazette article
- 27 October - BHB celebrates Stroke Awareness Week
- 5 August - Agape House maintenance In August
- 24 July - Road closure at KEMH on 27 July
- 21 July - Dr Michael Richmond appointed as BHB CEO
- 2 June - BHB moves to limited visitation
- 19 May - A COVID-19 birthday story
- 29 April - Please wear a mask to the hospital
- 15 April - Police, Fire and Regiment salute KEMH staff
- 13 April - KEMH creates more isolation rooms
- 8 April - Ace Barber Unit converted for pandemic
- 20 March - Only essential visiting now allowed at BHB
- 18 February - BHB releases internal management accounts data
- 18 February - BHB road traffic accident statistics for January 2020
- 31 January - Winter hours at Lamb Foggo UCC extended to February
- 6 January - BHB seeks students for 2020 summer programme
- 1 January - BHB welcomes first babies of 2020
- 2 December - BHB awarded top level of accreditation
- 26 September - World Heart Day: BHB offers free CPR training
- 19 September - BHB welcomes Storm
- 16 September - Hurricane Emergency Kit Guide for Diabetes Patients
- 10 September - 2019 Scholarship Winners Announced
- 4 September - BHB CEO Notifies of Early Retirement in 2020
- 14 August - Improved diabetes management for inpatients
- 16 April - BHB celebrates occupational health nurses
- 25 March - BHB implements hand hygiene audit
- 11 March - Public Advisory: KEMH through road closure
- 22 February - KEMH asphalt resurfacing works
- 6 February - Public Advisory: KEMH roof sealing works
- 5 February - Red Cross Donates Scooter to Gordon Ward Residents
- 22 January - BHB Public Advisory on the Flu
- 5 December - Bermuda Blood Donor Centre thanks polo shirt donors
- 23 October - Walk-in Mammography Day on Thursday
- 12 September - Bermuda Hospitals Board offers free hands-only CPR training
- 26 February - Bermuda Hospitals Board now offers Cardiac CT Scanning
- 14 February - A Valentine’s gift for regular blood donors
- 25 December - Bermuda Hospitals Board welcomes Christmas baby 2017
- 24 November - Public Advisory: Lamb Foggo UCC closed this weekend
- 18 October - KEMH Mammography Department puts breast health first
- 16 October - Bermuda Hospitals Board Traffic Advisory
- 19 September - Bermuda Hospitals Board launches island-wide asthma campaign
- 14 September - Bermuda Hospitals Board has two certified dementia trainers
- 14 September - Lamb Foggo Urgent Care Centre closed this weekend
- 23 March - CEO Venetta Symonds on bed capacity at KEMH
- 17 March - Corporate Blood Drive competition heats up
- 22 February - Lamb Foggo UCC to reopen 1 March
- 1 February - Ms Patrice Dill leaves BHB
- 24 January - BHB introduces Patient-Centred Medical Home
- 20 January - Community invited to open up about BHB services
- 2 January - BHB welcomes New Year’s baby
- 26 December - BHB welcomes Christmas baby
- 22 December - Notice: Holiday hours at UCC and Emergency Department
- 3 December - King’s College urologist joins BHB
- 6 November - BHB focuses on ethics and youth
- 10 October - Being Alive
- 28 September - General Wing Lobby Doors Closed on Thursday 29 September
- 27 September - END OF FISCAL YEAR (2015/16) UPDATE
- 16 September - Urgent Care Centre Closure this Weekend
- 7 September - BHB Update on the Lamb Foggo Urgent Care Centre
- 1 September - Outpatient clinics at KEMH have moved
- 5 August - New hours at Craig Appin House reception
- 25 July - Call for O Negative Blood Donations
- 24 July - Agape House has reopened
- 21 July - BHB Releases CEO Salary Data
- 15 July - BHB Releases 2012 Annual Report
- 16 May - BHB releases salary data
- 4 May - Teen suicide public debate
- 27 April - Dr Keith Chiappa Appointed as Chief of Staff
- 22 February - Agape House 25th anniversary
- 10 February - Update on Genito-Urinary Cancer Care
- 8 February - Blood Donor Centre request to recent donors
- 3 February - BHB Rehabilitation Day Hospital temporarily moved
- 3 February - MRI service at BHB has resumed
- 2 February - Agape House now in Curtis Ward
- 12 January - Kiwanis Clubs Donate $21,000 To Maternity
- 6 January - MRI service interruption
- 5 January - BHB to demolish two buildings on KEMH campus
- 30 December - BHB Posts Hospital-Wide Accreditation Report to Website
- 5 October - Hurricane Joaquin babies at KEMH
- 28 September - MWI sewage treatment plant completed
- 14 September - Acute Care Wing first anniversary – shorter hospital stays
- 18 June - Second Oncologist Joins BHB
- 21 May - BHB Spring Talent Showcase
- 15 April - CCU patients have a new home in KEMH
- 16 February - BHB to dispose of condemned items
- 12 February - Bermuda Hospitals 2014 Update
- 5 February - Operating Rooms now in the Maternity Ward
- 14 September - Emergency Department opens in new Acute Care Wing
- 4 September - Acute Care Wing opens next week
- 29 August - Letter to the Editor of The Royal Gazette
- 12 August - Acute Care Wing opens next month
- 22 July - Tour D´oeuvres and Public Tours
- 15 July - Chance to win a tour of the new wing
- 4 July - Consultant Geriatrician Appointed
- 19 June - BHB mount exhibition
- 9 June - Retiring Blood Donors Honoured
- 15 May - The Back-up generators
- 28 April - We´re connected!
- 21 April - Acute Care Wing: – new features on the face
- 16 April - Atrium- Bringing light to the interior
- 10 April - The New Emergency Department
- 13 February - BHB introduces Eddie the Elephant
- 30 January - Road Works on Point Finger Road this weekend
- 27 January - BHB announce revised opening date
- 16 January - Craneiom comes down
- 7 January - New Chief of Pathology Appointed
- 29 November - Urgent Care Centre Hours Confirmed
- 28 November - Dr Sam Mir Appointed Director of Cardiology
- 14 November - Chairman, CEO speak at Sandys Rotary
- 1 November - BHB Goes Back to Ethics Basics
- 31 October - Quarterly BHB Update – October 2013
- 15 October - New Acute Care Wing Construction Update
- 10 September - CEO and Chairman Speak at Hamilton Rotary
- 6 September - Planned Power Outage at MWI this Weekend
- 26 August - New temporary pedestrian entrance to KEMH
- 24 July - BHB Board Update – 24 July 2013
- 30 April - New Chief of Staff Appointed
- 5 February - Auditor General Informs BHB of Review
- 1 November - BHB Tackles Healthcare Ethics in the Digital Age
- 8 October - Mental Health Awareness Week Tackles Depression
- 2 October - Clinical & Corporate Governance Review Update
- 27 September - Voices Against Stigma: MindFrame PhotoVoice 2012 Launches
- 19 September - BHB´s 2011 Annual Report Released
- 7 August - Chief of Human Resources Appointed
- 16 February - BHB Sees Patient Satisfaction with Services Rise
- 16 February - New CT Scanner Provides Faster and More Accurate Results
- 10 February - Road Works Planned for South Shore
- 31 January - Hospital Marks Healthy Heart Month
- 22 November - Bermuda Hospitals Board Achieves Full Accreditation
- 7 November - Hospital Celebrates Advances in Diagnostic Imaging
- 27 October - Ethics Week 2011 Offers Food For Thought
- 12 August - Venetta Symonds To Be BHB CEO from 7 April 2012
- 6 April - Construction Begins
- 23 November - MindFrame PhotoVoice Exhibition Winners Announced
- 28 October - MWI Host Mental Health Forum for Community
- 28 October - Ethics Week Keeps it Confidential
- 13 October - Premier Visits Site of New Hospital Facility
- 10 September - BHB evaluates three bids
- 4 June - Parking Lot Takes Shape
- 4 May - KEMH Hosts Asthma Day Open House
- 26 March - Site preparation work begins
- 18 March - New Online Applications Process for BHB Jobs
- 23 December - Specifications for New Facilities Complete
- 23 December - BHB Releases Request for Proposal to Shortlisted Bidders
- 28 October - BHB Approves Shortlist of Qualified Bid Teams
- 27 October - New Chief of Nursing, Quality & Risk Appointed
- 14 October - Specifications Take Shape
- 10 September - New Director of Facilities Appointed
- 3 September - New Ambulance Fleet Unveiled
- 1 September - Pembroke Rotary Helps MWI Clients Snap into Action
- 25 August - Hospital Appoints Psychiatrists at MWI
- 29 July - Advisory Teams Evaluate KEMH Site
- 24 June - Robot Enhances Patient Care
- 11 June - World Blood Donor Day- June 14
- 8 May - Market Briefing Presentation
- 30 April - KEMH Hosts World Asthma Day Fair
- 16 March - Redevelopment Update
- 3 February - Presentation To Contractors
- 3 February - Presentation To Architects & Engineers
- 2 February - Hospital Opens New Pilot Patient Rooms
- 12 November - Johns Hopkins Phase II Report Released
- 20 October - Hospital Launches Infection Prevention Week
- 16 October - Mind Frame Art Exhibit Opens at City Hall
- 14 October - BHB Invests to Strengthen Nursing
- 29 July - Mother Support: Going for the Gold
- 27 March - Hospital Improves Laundry Service
- 23 January - Hospital Switchboard Undergoes 2-Hour Upgrade
- 20 December - New Director of Human Resources Appointed
- 27 November - Opening the Doors to Wound Care
- 11 October - Mind Frame Art Exhibit Opens at City Hall
- 6 September - Emergency Department Staff Receive Specialized Training
- 21 August - Dr Donald Thomas Appointed as Chief of Staff
- 15 February - Single Largest Donor Funds Improvements at Hospitals
- 1 February - Have You the Heart to Find Out Your Risk?
- 22 November - Day Hospital Provides Rehabilitative Services
- 17 October - Bermuda Hospitals Board Update on Estate Master Plan
- 16 October - Infection Control Week – It’s In Your Hands
- 9 October - Mental Health Awareness Week 2006
- 26 September - Deputy CEO Comments on Bermuda Hospitals Board Next Steps
- 21 September - Bermuda Hospitals Board Changes First Public Meeting Venue
- 20 September - Bermuda Hospitals Board Public Meetings
- 18 September - Safer and Faster X-ray Service Now Available to Patients
- 7 September - Community Open Houses to be Held at KEMH
- 10 July - BHB and BPSU Reach Three Year Agreement
- 21 February - Bermuda Hospitals Board Appoints Acting CEO
- 30 December - BHB Chairman Steps Down
- 12 September - Community Newsletter Available to Island Residents
- 6 September - Bermuda Hospitals Board Awarded Three-Year Accreditation
- 30 August - BHB Chairman Addresses Hamilton Rotary Club
- 7 April - Hospitals Launch New Web Site
- 1 November - November is Hospice Awareness Month in Bermuda
- 8 October - DEPRESSION
- 8 October - Schizophrenia
- 8 October - Substance Use
- 8 October - ANXIETY
- 7 October - Learning Disability
- 6 October - CHILD AND ADOLESCENT MENTAL HEALTH
- 6 October - CHILD AND ADOLESCENT DEPRESSION
- 5 October - Bermuda’s Mental Health Awareness Week
- 4 October - STIGMA AND MENTAL HEALTH