While Lismore Base Hospital (LBH) struggles to turn its key measures around for its emergency department in terms of patient treatment times, its nurses and doctors are recording satisfaction scores well above the 90s.

The results are not just exceptional for Lismore, they are across the Northern NSW Local Health District (NNSWLHD), where health staff have been recognised for their ‘kind and caring’ treatment of adult patients, in the latest Bureau of Health Information (BHI) survey.

The District was among the top performers in BHI’s 2024 Adult Admitted Patient Survey, which asked patients admitted to hospital about their experiences across a range of important aspects of care.

The survey shows that 93 per cent of respondents rated their overall care as ‘very good’ or ‘good’, slightly higher than the NSW average of 92 per cent. LBH's figure was 94%

Almost all surveyed patients (96 per cent) rated the nurses who treated them as ‘very good’ or ‘good’, with LBH receiving a 98% score. While doctors who treated them as 'very good' or 'good', scored a 95 per cent rating, LBH doctors scored 97%

It further found 89 per cent of patients rated the treatment they received from health professionals as ‘kind and caring'. Once again, LBH scored higher than the NNSWLHD average, with 91%.

The majority of patients (90 per cent) found staff to be polite and welcoming upon their arrival at hospital, while 91 per cent of patients felt they were treated with respect and dignity.

Across the District, health staff were rated significantly above the NSW average for their teamwork and organisation.

Murwillumbah District Hospital and Casino and District Memorial Hospital were standout performers, with both recording among the best satisfaction levels in the state, when compared to facilities of a similar size. 

NNSWLHD Chief Executive Tracey Maisey thanked all of the District’s health staff for their unwavering commitment to providing kind, compassionate and professional care for patients.

“People are often at their most vulnerable when they are in hospital, so to know our doctors and nurses are so highly regarded by our patients is extremely heartening,” Ms Maisey said.

“Our health staff are known for their focus on patient-centred care, and these results, particularly in the area of kindness and compassion, are particularly pleasing.

“I’d like to thank each and every one of our staff for their dedication to providing the best care for our patients every day.

“I’d also like to thank all those who took the time to complete this survey. A total of 2,401 patients from NNSWLHD provided their feedback.

“This high participation rate enriches our data and provides an accurate reflection of the opinion of our patients, which is vital in helping us focus on areas in need of improvement.”

Individual hospital results

BALLINA DISTRICT HOSPITAL:

• 77 per cent of patients rated the overall care they received as ‘very good’.
• Almost all patients (97 per cent) rated the nurses who cared for them as ‘very good’ or ‘good’.
• 96 per cent rated the doctors who cared for them as ‘very good’ or ‘good’.
• 91 per cent said staff ‘always’ treated them with respect and dignity.
• 90 per cent said their health professionals were always kind and caring.

Overall, Ballina recorded seven measures which were significantly above the NSW average.

BYRON CENTRAL HOSPITAL:

• 88 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 96 per cent of patients rated their doctors as ‘very good’ or ‘good’.
• 89 per cent rated their nurses as ‘very good’ or ‘good’.
• 83 per cent said they were ‘always’ treated with respect and dignity while in hospital.
• 82 per cent of patients said the health professionals were always kind and caring.

CASINO & DISTRICT MEMORIAL HOSPITAL:

Almost all patients, (93 per cent) rated their overall hospital care as ‘very good’ or ‘good’.

• 96 per cent of patients rated their nurses as ‘very good’ or ‘good’.
• 95 per cent rated their doctors as ‘very good’ or ‘good’.
• 91 per cent of patients said the health professionals ‘always’ treated them with respect and dignity.
• 89 per cent said they were always kind and caring. 

Casino recorded 22 measures significantly above the state average, across areas such as overall care, trust and confidence, respect and kindness, communication, organisation of care and cleanliness.

GRAFTON BASE HOSPITAL:

• 94 per cent of patients rated their overall care as ‘very good’ or ‘good’.
• 97 per cent rated the doctors who cared for them as ‘very good’ or ‘good’
• 96 per cent rated their nurses as ‘very good’ or ‘good’.
• 91 per cent said they were always treated with respect and dignity.
• 88 per cent said the health professionals were always kind and caring

LISMORE BASE HOSPITAL:

• 94 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 97 per cent rated the doctors who treated them as ‘very good’ or ‘good’.
• 98 per cent rated the nurses as ‘very good’ or ‘good’.
• 91 per cent said the health professionals were always kind and caring. 

Overall, Lismore recorded seven measures which were significantly above the NSW average.

MACLEAN DISTRICT HOSPITAL:

• 93 per cent of patients rated their overall care as ‘very good’ or ‘good’.
• 96 per cent rated their nurses as ‘very good’ or ‘good’.
• 94 per cent said their doctors were either ‘very good’ or ‘good’.
• 91 per cent said the health professionals were always kind and caring.
• 92 per cent said they were always treated with dignity and respect.

MURWILLUMBAH DISTRICT HOSPITAL:

Almost all patients (97 per cent) rated the overall care they received as ‘very good’ or ‘good’.

• 98 per cent rated their nurses as ‘very good’ or ‘good.
• 96 per cent rated their doctors as ‘very good’ or ‘good’.
• 96 per cent said their health professionals were ‘always’ kind and caring, equal highest in the state.
• 96 per cent said they were always treated with respect and dignity.
• 92 per cent would speak highly of their experience if asked by family and friends.

Murwillumbah recorded 34 measures significantly higher than the NSW average, receiving positive feedback from patients for overall hospital care, organisation of care, respect and kindness, communication and involvement in decision-making, and cleanliness.

TWEED VALLEY HOSPITAL:

• 92 per cent of patients rated the overall care they received as ‘very good’ or ‘good’.
• 92 per cent rating the doctors as ‘very good’ or ‘good’.
• 94 per cent rating the nurses as ‘very good’ or ‘good’.
• 84 per cent of patients said health professionals were always kind and caring
• 89 per cent said they were always treated with respect and dignity.