All DHBs participate in the National Inpatient Survey, and Southern’s performance was above the countrywide average in 30 of 35 areas monitored, quality and clinical governance solutions interim executive director Hywel Lloyd said.
In the first such survey, it only exceeded the national average in 10 categories of 29.
Notable areas the SDHB performed poorly in were lack of privacy - only 64.5% of patients felt that they were given enough privacy with talking about their condition or treatment - and communications, Dr Lloyd said.
"The issue around communications also comes through loud and clear in the comments provided by respondents, whether that’s with patients and/or their whanau, around the discharge process or between healthcare professionals.
"In fact, of 174 issues identified in the comments, more than 50% relate to issues of communication."
Another concern was that Southland Hospital recorded markedly worse scores than Dunedin Hospital in several categories.
Those included patients being told of the potential side-effects of drugs (52%, 15% less than Dunedin) and always being informed as much as a patient wanted about treatment and care (69.82%, 11.9% lower than Dunedin’s score).
Dr Lloyd said it was difficult to draw definite conclusions from the survey as the number of complaints and the issues involved varied markedly from month to month.
In general terms though, efforts by SDHB staff to treat patients seemed to be appreciated but the board seemed to fall short once the immediate crisis had passed.
"Once the procedure has been completed or the patient is on the mend, there is less of a focus on the patient and patients feel that difference," Dr Lloyd said.
"Patients also feel that their discharge process is being rushed and they are not prepared adequately for going home."
The SDHB aims to resolve complaints within 35 days, but over the past two years it has averaged 42 days to resolve issues.
Over the past two years, complaint numbers ranged from a high of 114 a month to a low of 38 a month.
In the most recent quarter, surgical services, radiology and orthopaedics were the main source of complaints, perhaps coincidentally disciplines with some of the SDHB’s highest waiting lists.
"It is appreciated that Surgical Services and Radiology is working hard to identify ways to provide these consumers with treatment and are having some success in reducing the number of referrals," Dr Lloyd said.
"These solutions will not be immediate, which is not the news that our patients want as they await surgery, but it is starting to move in the right direction."
