Lismore Base Hospital has been given an overall satisfaction rating of ‘good’ or ‘very good’ by 87% of patients, for the care they received there, according to the Bureau of Health Information (BHI) report. It's not the highest rating out of the local district hospitals, but as a regional area of NSW, we've been given a high rating.

These latest statistics come from the 2019-20 Emergency Department Patient Survey, which covers 77 of the bigger public hospitals across the state.

Overall, ratings for the whole Northern NSW Local Health District (NNSWLHD) were among the highest in the state for patient feedback on their experience, health staff and facilities.

At Lismore Base, nearly all patients, 97%, said they felt the purpose of medication was explained in a way they could understand by Emergency Department (ED) staff and the majority, 78%, reported that staff were kind and caring.

The region

Most patients, 78%, in the District reported being triaged within 15 minutes of arriving - the highest in the state. 

Patients rated ED staff highly with 93% of patients rating the treatment provided by the ED health professionals as ‘good’ or ‘very good’. 

NNSWLHD Emergency Departments also recorded high scores when it came to cleanliness, with 82% of respondents saying the treatment area was ‘very clean’, the highest result in NSW for the second consecutive year. 

Byron Central Hospital recorded the highest rating of all NSW public hospitals for cleanliness with a 95% result. 

Covid and staff

NNSWLHD Director of Clinical Operations, Lynne Weir, said the survey period included the emergence of COVID-19 in NSW in early 2020 which resulted in significant changes to the way health services were delivered. 

“I want to commend our staff who continued to deliver outstanding results for our patients during a very challenging time for health services around the world,” Ms Weir said.  

“It takes a dedicated team to deliver the quality experiences and outcomes our patients and the community expect, and these results are indicative of our commitment to patient care and to continuous improvement. 

“For the second consecutive year, we achieved some of the best triage responses in the state and, importantly, we also rate among the top health districts for patient care measures.

“For example, our hospitals recorded excellent results when it came to asking patients if they felt they were able to get assistance or advice from ED staff for their personal needs, and 84% said health staff ‘always’ explained things in a way patients could understand.” 

“These surveys are essential sources of information to help us identify gaps and develop plans to improve patient experiences at our hospitals,” Ms Weir said. 

Workforce increase

Between mid-2012 and mid-2020 the Northern NSW Local Health District increased its workforce by an additional 1008 full time equivalent staff – an increase of 26.7% – including 171 more doctors, 367 more nurses and midwives, and 121 more allied health staff. 

Budget

The 2020-21 budget for Northern NSW Local Health District was more than $926 million – an increase of almost $39 million, or 4.4%, on the 2019-20 budget.  

The record 2020-21 NSW Health statewide budget of $29.3 billion includes $30 million for additional emergency department attendances and ambulance calls and $14.5 million to recruit more temporary security staff and more patient experience officers to improve patients’ experiences in our public hospitals. 

INDIVIDUAL HOSPITAL RESULTS  

BALLINA DISTRICT HOSPITAL: The majority, 93%, of surveyed patients rated their overall care as ‘good’ or ‘very good’. Nearly all patients, 99%, said they had confidence and trust in the ED health professionals treating them, the highest in the state. The vast majority of those surveyed, 94%, said ED health professionals were always kind and caring and 84% said they were ‘definitely’ involved as much as they wanted to be in decisions about their care and treatment. 

BYRON CENTRAL HOSPITAL: Nearly all surveyed patients, 95%, said the ED was ‘very clean’, the highest rating in the state. More than 85% of patients said they were triaged within 15 minutes and the majority, 80%, said they would speak highly of their experience in ED to friends and family. In addition, 92% rated their overall care in ED as ‘good’ or ‘very good’ and 85% said the staff were always kind and caring. 

CASINO & DISTRICT MEMORIAL HOSPITAL: The vast majority, 94%, of surveyed patients said ED staff were ‘always’ polite and courteous and 87% of patients said they were triaged with 15 minutes. More than 90% of surveyed patients said ED health professionals ‘always’ explained things in a way they could understand and 98% said their overall care was ‘good’ or ‘very good’. 

GRAFTON BASE HOSPITAL: More than 85% of surveyed patients said staff were ‘always’ kind and caring and the majority, 76%, would ‘speak highly’ of their ED experience to family and friends.  

LISMORE BASE HOSPITAL: Overall, 87% rated the care they received as ‘good’ or ‘very good’. Nearly all patients, 97%, said they felt the purpose of medication was explained in a way they could understand by ED staff and the majority, 78%, reported that staff were kind and caring.  

MACLEAN DISTRICT HOSPITAL: The majority of surveyed patients, 91%, rated their care in ED as ‘good’ or ‘very good’. The vast majority, 92%, said they felt treated with respect and dignity while in ED.  

MURWILLUMBAH DISTRICT HOSPITAL: The vast majority of patients, 93%, said ED staff explained things in a way they could understand and 88% said they were triaged within 15 minutes. The majority, 84%, said they had confidence and trust in the ED health professionals treating them and 95% rated their overall care in ED as ‘good’ or ‘very good’. In addition, 93% of respondents said the ED treatment area was ‘very clean’. 

THE TWEED HOSPITAL: Overall, 90% rated their care as ‘good’ or ‘very good’. The majority, 85%, said they felt treated with respect and dignity and 78% said they were triaged within 15 minutes.