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Eight in 10 say public healthcare institutions met or exceeded their expectations

The score of 79.4% for 2013 is the highest achieved since the Patient Satisfaction Survey was started in 2004.

SINGAPORE: Close to eight out of 10 respondents surveyed here last year said public health institutions have generally met or exceeded their expectations. 

The score of 79.4% for 2013 is the highest achieved since the Patient Satisfaction Survey was started in 2004 and an improvement from 75% in 2012, the Ministry of Health (MOH) announced on Thursday (July 10). Polyclinics under the National Healthcare Group and SingHealth rated particularly well in this respect.

MOH also says satisfaction levels in public healthcare institutions were maintained last year, from the year before. 77.2 per cent of respondents indicated their satisfaction levels as "good" or "excellent" in 2013. 28.1 per cent of the more than 12,200 respondents had stated "excellent" when asked about their overall satisfaction, a slight improvement from 2012. Meanwhile, 49.1 per cent indicated "good" - a touch lower than the year before.

MOH's report noted that three National Specialty Centres - the National Cancer Centre, the National Dental Centre, and the Singapore National Eye Centre - achieved "significant improvements" in overall satisfaction.

"MOH is heartened to note that there is an overall improvement in the service-quality attributes when compared to 2012," its news release said. It says nurses stood out, for improving the most in terms of skills and knowledge, as well as in showing care and concern for patients, and in providing explanation on procedures and care.

However, the survey also showed that waiting time remained one of the key concerns faced by patients. MOH says it is already working with healthcare institutions to address this.

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