Quality scorecard
To ensure that quality in our group is consistent and is measured across all our
units, we have developed a quality scorecard which reflects measurement indicators
for both the clinical and care components of our quality. The scorecard measures
patient/customer satisfaction, patient health and safety measures, quality management
requirements, employee health and safety measures and environmental management measures.
Quality scorecard targets and objectives are reviewed annually to incorporate feedback
from customers/patients and their families, trends identified regarding quality
risks, and our clinical outcomes improvement objectives.
Patient health & safety results
The overall patient incident rate was reduced from 5,5 to 4,27 per 1,000 paid patient
days over the period October 2008 to September 2009.
Employee health & safety results
| Measure |
Previous Year 2008 (Oct 07 – Sept 08) |
Actual YTD 2009 (Oct 08 – Sept 09) |
Target 09 |
| Employee health and safety |
| Employee incident rate |
8,4 per 200 000 labour hours |
7,99 per 200 000 labour hours |
8,4 per 200 000 labour hours or less |
QMS group audit results
| Measure |
Previous Year 2008 (Oct 07 – Sept 08) |
Actual YTD 2009 (Oct 08 – Sept 09) |
Target 09 |
| Quality management system (QMS) group audit results |
| QMS review audit result |
82.3% |
87% |
85% |
Customer satisfaction table
| Measure |
Previous Year 2008 (Oct 07 – Sept 09) |
Actual YTD 2009 (Oct 08 – Sept 09) |
Target 09 |
| Patient/Customer satisfaction |
Q-evaluator overall customer satisfaction
(n = no of responses) |
97,19%
n = 1 217 140 |
97,83%
n =1 227 606 |
All hospitals over 95% |
Net promoter score
(n = hospitals not at 90%) |
91.3%
n = 17 |
93.9%
n = 3 |
All hospitals over 90% |
Written customer feedback cards - % positive
(n = no of cards) |
94,1%
n = 208 462 |
94,4%
n = 203 626 |
All hospitals over 90% |
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