Patient Satisfaction

Muskoka Algonquin Healthcare (MAHC) is an active participant in the Ontario Hospital Association's (OHA) Patient Satisfaction Survey process for both Acute Inpatient and Emergency Department care, with a goal to evaluate hospital care and services and to report to our partners and communities on how our health care system is functioning.

Through the patient satisfaction surveys, we receive information that helps us identify where we are doing well as well as highlighting where there are opportunities to improve our care and services.

The OHA's surveying partner National Research Corporation (NRC Picker) co-ordinates the patient satisfaction survey process for all participating hospitals.  We provide a list of discharged patients to NRC Picker, and they randomly select patients to receive the survey on a monthly basis throughout the year.  The survey is mailed directly to patients by NRC Picker and completed surveys are returned by mail to NRC.

Completion of the survey is voluntary and all responses are kept confidential.  NRC Picker analyzes the results of the returned surveys on our behalf and provides us with reports, which we review to assist in identifying where we are doing well and to highlight where we may have opportunities to improve the care and services we provide.

We appreciate the feedback that is provided to us through this survey process.  We encourage all patients and family members who are selected to complete the survey to express their opinions.  We thank you for your time and participation in this very important quality improvement initiative.

The Survey Instrument

The survey is designed to measure what matters most to patients and provide data that can be used for targeted improvement by point of care staff.  The survey provides information about:

  • What do our patients want?
  • What do our patients value?
  • What helps or hinders their ability to manage their health problems?
  • What aspects of care are most important to them and their families?

 In addition, the survey measures the following dimensions of patient-centred care outlined in the table below:

   Acute Inpatient Care    Emergency Care
   Access to Care   Access & Coordination
   Continuity & Transition   Continuity & Transition 
   Coordination of Care   Emotional Support 
   Emotional Support    Information & Education 
   Information & Education    Physical Comfort 
   Involvement of Family    Respect for Patient Preferences 
   Physical Comfort  
   Respect for Patient Preferences  











January 1, 2014 - March 31, 2014

The January - March 2014 results have shown that our hospitals have exceeded the Ontario Community Hospital Average on all dimensions of care for both Emergency and Acute Care.

Acute Inpatient Care

Overall Satisfaction we scored 94.9%.  This result is above the Ontario Community Hospital average score of 92.7%.  On all dimensions of care combined we scored 79.9%.  This result is above the Ontario Community Hospital average score of 74.0%. 

Please see the table below comparing MAHC results to the Ontario Community Hospital Average.

Acute Inpatient Care Results (Jan-March 2014)             MAHC (%)        Ontario Community Hospital Average (%)
Overall Care Received94.9    92.7 
All Dimensions Combined 79.9    74.0 
   Access to Care87.9    82.5
   Continuity & Transition65.2   65.3
   Coordination of Care82.9   75.1
   Emotional Support 76.7      68.6
   Information & Education 80.1      74.6
   Involvement of Family 77.9   71.2
   Physical Comfort 85.0   78.9
   Respect for Patient Preferences 86.0   78.4

Emergency Care

Overall satisfaction we scored 90.6%.  This result is above the Ontario Community Hospital Average score of 85.5%.  On all dimensions of care combined we scored 76.8%.  This result is above the Ontario Community Hospital Average score of 66.9%.

Please see the table below comparing MAHC results to the Ontario Community Hospital Average.

Emergency Care Results (Jan-March 2014)                 MAHC (%)       Ontario Community Hospital Average (%)
Overall Care Received                 90.6        85.5
All Dimensions Combined                 76.8        66.9
   Access & Coordination                 77.8        66.2
   Continuity & Transition                  71.0        64.1
   Emotional Support                  73.6        63.1
   Information & Education                  73.5        63.4
   Physical Comfort                  64.3        63.0
   Respect for Patient Preferences                  87.9        77.4

Should you be interested in viewing the complete reports for Acute Inpatient Care or Emergency Care for the above period or any previous report, please select the desired reporting period below.

Acute Inpatient CareEmergency Care
 January - March 2014 January - March 2014
 October - December 2013 October - December 2013
 July - September 2013 July - September 2013
 April - June 2013 April - June 2013
 January - March 2013 January - March 2013
 October - December 2012 October - December 2012
 July - September 2012 July - September 2012
 April - June 2012 April - June 2012
January - March 2012January - March 2012
October - December 2011October - December 2011
July - September 2011 July - September 2011
April - June 2011April - June 2011
April - June 2010April - June 2010
April - June 2009April - June 2009 
July - September 2008July - September 2008 
April - June 2008April - June 2008

Tell Us Your Views

Your opinions and views are very important in helping to shape our programs and services.  If you have any compliments or concerns during your experience with us, please discuss them with your health care provider or the department manager.  Feedback is always welcome at Muskoka Algonquin Healthcare.