Hollywood ranks number one for patient satisfaction in national survey
Jul 19, 2013
Hollywood Private Hospital has been placed first in a national survey of patient satisfaction in the category for private hospitals with over 300 beds. Hollywood has achieved the highest ranking within this group for the past two quarterly surveys. In fact, Hollywood has been number one in five of the last eight surveys.
The survey was conducted by Press Ganey, a world leader in organisational performance measurement. Hollywood Private Hospital uses the Press Ganey Patient Satisfaction tool to measure a number of components of patient satisfaction at the hospital and ward levels.
The Hospital’s Quality Manager, Cheryle Poultney, said the survey process provides an important feedback mechanism by which the Hospital can identify priority areas in its efforts to continuously improve patient care.
“Hollywood has set targets for all areas of customer satisfaction to be in the 90th percentile,” said Ms Poultney. “The survey helps us measure our level of achievement in meeting these targets. It also identifies issues in particular areas which we can look at more closely in order to make specific changes.
“The latest results show us the changes we have implemented at ward level have been consistent and are having an overall positive effect on the quality of our patient service.”
Hollywood first partnered with international research company Press Ganey in 2001. In 2006, the hospital moved to a process of continually assessing patient feedback to ensure patient care is evaluated throughout the year.
In 2008, Hollywood embarked on a hospital-wide ‘Amazing Service’ strategy aimed to position the hospital as the leading provider of customer service in the national private hospital sector.
Hollywood Chief Executive Officer Peter Mott said the strategy has been successful because of the hospital’s highly skilled and committed staff.
“Hollywood has been able to develop and sustain an enviable reputation for high-quality care and service,” said Mr Mott. “We have managed to achieve this because our staff value patient care and service above all else.
“I am extremely proud of the achievements of our staff, and of the benefits this brings to our patients.”
Over the past several years, Hollywood has received numerous awards in recognition of its excellence in a range of areas, including workforce training and development.
Hollywood Private Hospital is a modern, state-of-the-art acute care hospital in Nedlands. The hospital is a part of Ramsay Health Care Group – Australia’s largest private hospital operator - and has over 830 accredited specialist doctors across a wide range of specialty areas including orthopaedics, urology, cardiology, gastroenterology, oncology, psychiatry, rehabilitation, general and plastic surgery and general medicine.