Frequently Asked Questions

While most patients at Mediclinic hospitals are eligible for participation in the Patient Experience Survey, there are a number of exclusions:

• Patients who have previously been admitted to and discharged from a hospital in the last three months (to avoid patients being surveyed more than once every three months)
• Patients who were discharged over the weekend and will be returning the following week
• Patients who absconded, refused hospital treatment, were denied treatment by Mediclinic, or were transferred to another non-Mediclinic facility
• Patients whose operations were deferred
• Deceased patients
• Patients removed by a state authority
• All psychiatric patients
• Emergency centre patients
• Minor female patients admitted for a termination of pregnancy.

The Patient Experience Survey is open to all qualifying patients at Mediclinic hospitals. To participate, we ask that you provide consent to receive the survey during the admissions process and provide a valid personal email address.

If you are currently a patient in a Mediclinic hospital and you would like to participate in the survey, please discuss this with the hospital’s Patient Experience Manager.

For each hospital, we show three lead indicators of patient experience: Overall Hospital Score, Likelihood of Recommending the Hospital, and Rate the Hospital. We then go into more detail with an overall score for various sub-sections of a patient’s experience, from admission to discharge.

More info about the survey results:

• The number of people who answered the question is shown next to the result. You may notice that this number differs between questions, as some participants choose not to answer all of the questions.
• Survey results are only displayed on this website when a hospital receives 100 or more responses in a rolling 12-month period.
• Results are not adjusted for risk factors that could have an effect on a hospital’s score. This allows you to assess the performance of hospitals on an equal basis.

Overall Hospital Score

The Overall Hospital Score is a rolled-up score of the Press Ganey survey. It is an aggregate score of all the sub-sections in this questionnaire. A linear scoring method is used to transform the ordinal responses to a score between 0 and 100 for each question. These scores are aggregated to form the sub-section scores; these scores are then aggregated to form the Overall Hospital Score.

Likelihood of Recommending the Hospital

Patients indicate whether they would recommend the hospital using a four-point scale (Always, Usually, Sometimes, Never). This question is taken from the HCAHPS survey, which measures the consistency of service provided to patients.

Rate the Hospital

This is a single question in the HCAHPS survey, which asks patients to give the hospital a rating between 0 and 10. This is an overall score of the patient’s experience of the consistency of care he or she received. The score displayed shows the average rating given by patients.

Sub-sections of patient experience

Each sub-section of the Press Ganey section of the survey provides more detail about different parts of the patient’s experience, from admission and meals to nurses, issues of privacy and discharge. Within each sub-section, specific focus areas are measured that have a meaningful impact on a patient’s experience. We show the aggregated score for each sub-section per hospital. Press Ganey uses a scale ranging from “Very poor” to “Very good” to provide an indication of performance.

Mediclinic has partnered with Press Ganey Associates to manage the entire process of collecting, processing, analysing and presenting the data.

Mediclinic is not involved with the survey process, and results are independently analysed and assessed by Press Ganey. This means we get an unbiased, accurate view of patients’ experiences at our hospitals.

The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey is an American national, standardised, publicly reported survey of patients' perspectives of hospital care. The survey is designed to produce data about patients' perspectives of care that allow objective and meaningful comparisons of hospitals on topics that are important to patients.

Mediclinic’s Patient Experience Survey comprises the HCAHPS survey as well as the Press Ganey survey.

Press Ganey Associates specialises in improving the quality and delivery of healthcare. This independent third party manages the entire survey process on behalf of Mediclinic, from emailing the questionnaires to patients to proving an in-depth analysis of the data and advising on global best practices.

An internationally recognised leader in patient experience, quality and safety research for more than 30 years, Press Ganey partners with more than 26 000 organisations worldwide to measure and improve patient experiences.

The Press Ganey survey used by Mediclinic comprises a standard survey developed by Press Ganey, with additional custom questions adapted for Mediclinic’s context.

Each Mediclinic hospital receives a detailed report from Press Ganey. It describes all the aspects of patients’ experience at one of our facilities, and provides a list of priorities for hospitals to make real improvements. The priorities are listed in order of their potential to affect how patients experience their hospital stay.

Survey results are updated regularly, with new submissions reflecting the day after being processed. This gives hospital management teams unrivalled insight into how continuous improvements are affecting patients’ overall in-hospital experience.

Based on these reports, hospital managers are tasked with driving interventions to improve the hospital’s ratings over time. When it is required, specialised teams do interventions at hospitals to educate nursing and administrative staff on new procedures, or do assessments of potential risk areas.