NSW Patients Report High Satisfaction with Hospital Care Despite Growing Pressures on the Healthcare System

A recent report from the Bureau of Health Information (BHI) reveals that patient experiences in NSW hospitals have improved from 2022 to 2023, even as the healthcare system faces increasing pressures.

BHI Chief Executive Dr. Diane Watson highlighted that the latest results from the Adult Admitted Patient Survey indicate a generally positive outlook among NSW patients regarding their hospital care.

“Among the over 20,000 NSW patients surveyed, 92% rated the overall care they received in public hospitals in 2023 as either ‘very good’ or ‘good.’ Notably, 68% of patients rated their care as ‘very good,’ up from 66% in 2022,” Dr. Watson said.

“These fndings refect signifcant improvements in the hospital care experiences across the state and are a testament to the dedication of the health professionals caring for these patients.”

The survey revealed enhancements across more than half of all questions compared to the previous year, with patients giving higher ratings in areas related to health professionals, their involvement in decision-making, and the coordination and timeliness of care.

For instance:

• 66% of patients rated the teamwork of health professionals as ‘very good’ (up from 63% in 2022).

• 69% of patients felt they ‘defnitely’ had enough time to discuss their health or medical concerns with health professionals (up from 66%).

• 74% reported that ‘the right amount’ of information about their condition or treatment was provided to their family, carer, or someone close to them (up from 71%).

The report also compares the experiences of over 10,000 patients admitted to large rural hospitals with those admitted to urban hospitals.

“Our analysis shows that patients in rural hospitals reported signifcantly more positive experiences for most questions, particularly in areas related to overall satisfaction, involvement in decision-making, and the physical environment of the hospital,” Dr.

Watson explained.

In contrast, urban hospital patients were notably more positive about only one aspect: 83% reported receiving a document summarizing their hospital care at discharge, compared to 70% of rural patients.

The experiences of Aboriginal patients were also a key focus of the report. Among the 2,656 Aboriginal patients who provided feedback, nearly eight in 10 (77%) reported they were ‘always’ treated with respect and dignity during their hospital stay, and that their cultural and religious beliefs were ‘always’ respected by hospital staff.

However, fewer than three in 10 Aboriginal patients (29%) reported receiving support, or being offered support, from an Aboriginal health worker during their hospital stay.

“Our fndings underscore the critical importance of access to Aboriginal health workers for Aboriginal patients, with nearly all who received such support (94%) reporting they felt more supported in their care,” Dr. Watson said.