ANNUAL REVIEW master Final3a - St Vincent's University Hospital

St. Vincent's Private Hospital
The Hospital Internal emergency and contingency plan was again reviewed, augmented and approved by the
Best Practice Committee. The plan was tested with a programme of planned evacuations and desktop
exercises.
Incident Reporting system progress
A report on incidents was presented monthly to the Best Practice Group, Team Leaders and Heads of
Departments.
A monthly report of all Medication Incidents was presented to the Best Practice Group.
A monthly report of all incidents rated as medium or high risk by the Grading Group was presented to the
Best Practice Group.
Information sessions for staff were provided in October to raise awareness of the process and the
importance of staff participation.
Patient Satisfaction
The ongoing satisfaction survey, for in-patients, continued in 2007 and was extended to include patients
attending on a day basis. 240 in-patient submissions were received with an overall satisfaction rating of
98.8%. 329 day care submissions were received with an overall satisfaction rating of 99%. A monthly report
including statistical analysis and commentary was presented to the Best Practice group and actions taken
where appropriate arising from patients comments.
Complaints and Legal Cases
The management of patient complaints consumed a considerable amount of the time and resources of the
Corporate Services Division in 2007. Forty formal complaints were dealt with and concluded with a
combination of letters, telephone calls and direct meetings with the complaining parties. At the
commencement of 2007 seventeen legal cases were active. During the year nine cases were cleared and
four new cases were initiated against the hospital, leaving twelve active cases at year-end.
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