The Power of Patient Feedback: Improving Healthcare Services in Gauteng

In South Africa’s Gauteng province, public healthcare facilities are making strides towards improving healthcare services by encouraging patients to participate in the annual Patient Experience of Care (PEC) survey. The survey, which takes place from July to September, allows patients to offer feedback on the quality of care they receive and express their satisfaction or dissatisfaction with the services rendered.

Measuring the Quality of Care

The PEC survey is accessible at all public healthcare facilities, where patients can rate various aspects of care, including access to services, availability and use of medicines, patient safety, cleanliness, staff values and attitudes, and waiting times. By rating these factors, patients contribute to the improvement of healthcare services within the province.

Recent Survey Results

The most recent PEC survey results for 2022/2023 reveal high satisfaction levels concerning patient care (86.4%) and staff values and attitudes (84.1%). However, the Patient Safety Incidents for 2023/24 quarter one paint a different picture, with 34% attributed to staff factors and 86% to patient factors. Complaints during the same period indicate that 15% relate to staff attitude and 19.5% to patient care.

The Importance of Patient Feedback

Nomantu Nkomo-Ralehoko, MEC for Health and Wellness, emphasizes the importance of patients participating in the survey. She notes that their impressions and experiences while interacting with health services are crucial for understanding the actual quality of care received, whether good or bad, against patients’ expectations.

Patients’ expectations of services are influenced by various factors, such as past experiences, external influences, and personal needs. It is essential for healthcare workers not to influence the survey to ensure accurate feedback, which will help the Gauteng Department of Health (GDoH) provide better and more efficient healthcare services.

Measures to Improve Patient Satisfaction

The GDoH recognizes the need to address complaints related to staff attitude and patient care. To that end, they are taking measures to reduce complaints and improve patient satisfaction. For instance, the department will host a Quality Assurance seminar on July 14, under the theme “Creating a Welcoming Environment for Improved Patient Experience of Care.” Additionally, the provincial launch of the “I Serve With A Smile” campaign will take place at the end of July 2023, aiming to reinforce Batho Pele’s values in providing services, improve staff morale, and make healthcare facilities more user-friendly.

Continuous training is also a priority for the GDoH, with plans to onboard all hospital CEOs during July 2023, ensuring they become champions of the program at their facilities. In doing so, they aim to create a more patient-centric healthcare system.

The PEC survey is a powerful tool for Gauteng’s public healthcare facilities to gauge their performance and address any areas in need of improvement. By encouraging patients to actively participate in the survey and provide honest feedback, these facilities can continue working towards enhancing patient experiences and providing the best possible care to the communities they serve.