9 out of 10 people satisfied with Dubai hospitals performance: Survey

The Dubai Health Authority announced on Thursday the results of its customer satisfaction survey for its hospitals and speciality centres, showing increased satisfaction among the emirate’s residents with the healthcare facilities.

As part of the survey, respondents were randomly interviewed on a series of questions related to their overall experience while seeking treatment at  DHA facilities.

The survey, prepared by the DHA Hospital Services Sector, was conducted across the DHA’s hospitals( Rashid, Dubai, Latifa and Hatta) and four of its speciality centres (Dubai Diabetes Centre, Thalassemia Centre, Airport Medical Centre and Dubai Gynecology and Fertility Centre.)

The study highlighted that the overall level of satisfaction these facilities in 2011 was 89 per cent, whereas in 2010 it was 86 per cent. As part of the survey, 5,974 visitors were randomly selected.

In terms of hospitals, Rashid Hospital achieved a customer satisfaction rate of 83%, Dubai Hospital of 85 per cent, Latifa Hospital 83 per cent and Hatta Hospital 86 per cent.

In terms of speciality centres, the overall rate of satisfaction was 93 per cent.

For Airport Medical Center it was 96 per cent, Dubai Diabetes Center 94 per cent, Dubai Gynaecology and Fertility Center 91 per cent  and the Thalassemia Center  was 94 per cent.  

The study took into account all sections and work channels within each healthcare facility.

For instance, in terms of Dubai Dubai Diabetes Centre, the study showed that the satisfaction rate for medical services was 96 per cent, for administrative services it was 83 per cent and nursing services was 99 per cent.

For DGFC, while the percentage of overall satisfaction was 91 per cent, for administrative services it was 89 per cent and medical support services was 85 per cent. 

Qadhi Saeed Al Murooshid, Director-General of the Dubai Health Authority said, “The aim of this regular assessment is to continuously improve patient experience so as to provide everyone working and living in the Emirate with high quality of health and healthcare facilities. This is in line with the vision of His Highness Sheikh Mohammed Bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai, Sheikh Hamdan Bin Mohammed Bin Rashid Al Maktoum, Dubai Crown Prince and Chairman of the Dubai Executive Council and the directives of Sheikh Hamdan Bin Rashid Al Maktoum, Deputy Ruler of Dubai, UAE Minister of Finance and President of the Dubai Health Authority.

“While we are pleased with the high levels of customer satisfaction across our facilities, we are well are that self assessment is a very important tool to achieve excellence and this survey will help us evaluate ourselves and device future strategies based on actual data.”

Wedad Ahmed Abdulla, Manager of Administration, Hospital Services Sector at DHA said, “With regard to results on the right of patients and their families, the study showed an overall increase in the percentage of overall satisfaction for clients. The study took into account various aspects such as patient satisfaction in terms time given by the doctor to each patient, the language of communication and comprehensiveness, the level of satisfaction with regard to social and cultural values etc.”

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