Authors (including presenting author) :
Pang NY, Lau FCA, Lau SP
Affiliation :
Department of Occupational Therapy, Pok Oi Hospital
Introduction :
Every year, Occupational Therapy Outpatient Department (OTOPD) of Pok Oi Hospital implemented patient satisfactory survey to facilitate monitoring and continuous improvement on the quality of service delivery. This year, the survey was conducted in electronic form of questionnaire in response to the more widespread use of web-based technology, to facilitate more interactivity in receiving feedback from service user, to enhance quicker data entry and results analysis and to reduce paper storage or potential loss of data in paper forms.
Objectives :
To review patient’s opinion and comment on OTOPD service, enhance workflow of OTOPD service delivery and facilitate the improvement of service quality.
Methodology :
The questionnaire collected feedback from service users on 6 aspects related to OTOPD services, including (1) Registration and appointment, (2) Environment and facilities, (3) Staff, (4) Intervention, (5) Telecare services, and (6) The use of electronic questionnaire. Both Chinese and English version were available.
All patients who received OTOPD services in Pok Oi Hospital during the period 20/06/2022 to 24/06/2022 were invited to conduct the survey by scanning the Quick Response code with their own electronic device. If patient has no electronic device available, device would be offered by department instead. Assistance was provided by trained staffs to fill in the questionnaire.
Result & Outcome :
173 patients attended OTOPD services in the specified period. 143 eligible questionnaires were retrieved. The response rate was 83%.
The survey reflected overall positive feedback from patients. Over 93% of “Very satisfied” or “Satisfied” responses were obtained in all the 6 aspects of the survey. Among them, “Attitude of therapists”, “Intervention” and “Telecare services” received 100% satisfied results.
Regarding the new implementation of electronic survey this year, over 97% of respondents were satisfied with the usage and rundown with positive comments received.
Regarding areas of improvement, 4 responses of “Dissatisfied” or “Very dissatisfied” were obtained in “Registration and appointment” and “Attitude of reception staff”. In response to the feedback, voice mailbox was added to address patient’s difficulty to call in for reschedule of appointment.
The results were presented to all staffs in occupational therapy department for feedback and follow-up actions. All the comments and specific responses received from the survey were addressed.
