Patient Satisfaction at Headwaters Scores
above Provincial Targets

Orangeville, ON, August 11, 2009 – Headwaters Health Care Centre uses quarterly survey results as benchmarks in establishing a culture of safety and measuring patient satisfaction. The results for the first quarter of 2009 are outstanding. Headwaters' patients rated 100 percent patient satisfaction in day surgery and inpatient surgery, the highest of any hospital in the province.

The hospital’s emergency department scored 95 percent, well above the Ontario community hospital average of 82 percent. Patient satisfaction with emergency has continued to increase over the past two years. Medicine (inpatient units) ranked 97%, also scored above the Ontario community hospital average. Maternity patient satisfaction rates were 94 percent, on par with the current provincial target.

The rating is based on patient satisfaction surveys of thousands of patients conducted by the National Research Corporation (NRC) Picker at Ontario hospitals. It includes patient satisfaction ratings for doctor and nurse communication, attentiveness of staff, access and coordination of care, respect for patient preferences, pain control, communication about medications and discharge instructions.

"In this latest survey, patients overwhelmingly reported they would recommend Headwaters Health Care Centre to their family and friends," says Liz Ruegg, Vice President of Patient Services and Chief Nursing Executive, Headwaters Health Care Centre. The hospital historically ranks "very good or excellent" in patient satisfaction in all departments surveyed quarterly.

The NRC Picker survey is used to evaluate patient satisfaction in Ontario hospitals. It measures the patient's viewpoint at every stage of the patient experience - from the Emergency Department to Inpatient care. The results gauge the level of satisfaction with the patient's overall hospital experience. The responses shared with the hospital are anonymous to protect the patient's privacy.

"Our patients' satisfaction is a result of the combined efforts of our staff and physicians who provide direct patient care and staff and volunteers who provide indirect support," says Cholly Boland, President and CEO, Headwaters Health Care Centre.

Measuring patient satisfaction with care in emergency departments will be publicly reported quarterly on the Ministry of Health and Long-Term Care's Wait Times website (http://www.health.gov.on.ca/transformation/wait_times/), beginning in the fall of 2009.

The public is invited to provide comments and suggestions about hospital services. Please contact Cholly Boland, President and CEO, Headwaters Health Care Centre at 519-941-2702 ext. 2200.

About Headwaters Health Care Centre
Headwaters Health Care Centre serves more than 110,000 residents in Caledon, Orangeville, Shelburne and Dufferin County. The hospital operates two sites – Headwaters Orangeville, a 108 bed acute care hospital and Headwaters Shelburne, a 33 bed chronic care hospital. Visit www.headwatershealth.ca.

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