Health
[1] How many patients visited the Mitchell’s Plain Hospital since it opened its doors; how many (a) clinical and (b) administrative personnel are operative at the hospital;
[2] whether the hospital have received any complaints; if so, (a) how many and (b) what is the nature of the complaints;
[3] whether any complaints are repetitive in nature; if so, what are the relevant details;
[4] whether Department have measures in place to ensure that complaints that are repeatedly reported are appropriately addressed to avoid a recurrence; if not, why not; if so, what are the relevant details;
[5] whether the hospital have received any compliments, if so, what are the relevant details?
[1] Since 2013 until February 2016, 180 810 medical cases were recorded at the hospital. Below is a breakdown of the cases per medical discipline:
Outpatients – 80 537
Emergency Centre – 91 772
Births – 9519
Admissions – 46 988
[a][b]
|
Type of Personnel |
Count |
|
Admin staff |
124 |
|
Clinical staff |
92 |
|
Health Professionals |
49 |
|
Nursing |
369 |
|
Other (Security, food sevices, groundsman, tradesman aid, handyman, artisans, HHA, store assistance and foreman) |
101 |
|
Total |
735 |
[2][a] During this period the hospital received 364 complaints.
|
Complaints by category |
Count |
|
C - Staff Attitudes |
48 |
|
F - Other |
55 |
|
G - Safety and Security |
11 |
|
H - Cleanliness |
11 |
|
I - Access to Information |
37 |
|
J - Care and Professional Treatment |
207 |
|
K - Waiting lists |
13 |
|
L - Waiting times |
91 |
|
M - Linen |
1 |
|
N - Food services |
1 |
(b)
[3] The following complaints were repetitive:
|
Complaints by category |
Count |
|
C - Staff Attitudes |
48 |
|
F - Other |
55 |
|
J - Care and Professional Treatment |
207 |
|
L - Waiting times |
91 |
[4] The hospital, as most other health facilities, has put several measures in place in an attempt to prevent recurrences. These include:
- Face to face feedback meetings with complainants
- Mood meetings with the staff
- Staff disciplinary action
- Customer care training
- In service training
- Staff meetings where trend analysis are discussed
- Improved supply chain management services
- Corrective counselling
- Filling of vacant funded posts/replace with Locum agencies and overtime
- Implement Quality Improvement Initiatives
[5] For the same period the hospital received 876 compliments. This is more than double the number of complaints received.
- Obstetrics/MOU – 513
- Emergency Centre – 254
- Surgery – 87
- General clinic – 76
- Medicine – 67
- Admissions/reception – 43
- Paediatrics – 38
- Radiology – 35
- Orthopaedics – 12
- Day Ward – 12
- Administration – 10
- Psychiatry – 9
- Fees/Billing – 9
- Pharmacy – 2
- Allied Health Services – 2
- Forensics/Emergency Medical Services – 1
- Neonatology – 1
- Oncology – 1
