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Patient Experience Rate
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Indicator Name:Patient Experience Rate JANFEBMARAPRMAYJUNJULAUGSEPOCTNOVDEC
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Numerator:Total number of patients who rate their experience as excellentNumerator
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Denominator:Total number of patients surveyed across IPD, OPD, and Health Check-up units.Denominator
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RationaleTo evaluate patient experience, understand how care aligns with patient needs, preferences, and values, and provide actionable insights for improving quality of care.Rate#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!#DIV/0!
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Inclusion CriteriaAll patient who have completed survey in IPD, OPD and health checkup clinicTarget 100%100%100%100%100%100%100%100%100%100%100%100%
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Exclusion CriteriaIncomplete surveys
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Indicator Owner: Patient Affairs/Customer Service
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Selection criteria:□ High Risk √ High Volume □ IPSG □ Problem Prone □High Cost
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□ Contract Monitoring □ Regulatory Requirement
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√ Others: Accreditation requirement
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Type of Indicator:□ Structure □ Process √ Outcome □ Process & Outcome
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Frequency:√Monthly □ Quarterly □ Bi-Annual □ Annual
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Department/ UnitPatient Affairs/Customer Service
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Sample Size: All patients completing the survey
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Data collection method / Source The facilitator shall analyse the patient experience survey answers and compile the data to understand the patient experience rate
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Data methodology:√ Retrospective □ Concurrent
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Unit of MeasurementPercentage
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Target:100%
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Benchmark (If Applicable)
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Data Analysis:
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Interpretation
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Action plan:
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