Patient Experience Indicators

Patient Safety Indicators Clinical Outcome Indicators Patient Experience Indicators Improvement Plans

We believe that exceptional care goes beyond treatment and clinical outcomes; it is also about how our patients feel throughout their healthcare journey here. To ensure we deliver compassionate and patient-centred care, we continuously track the following Patient Experience Indicators, which reflect patients’ satisfaction with the care, service, and treatment they receive during their time here with us.

Insights from this feedback help us identify opportunities to enhance the patient experience and overall service quality. Through continuous improvements, we strive to create a supportive environment where every patient feels heard and cared for at every stage of their journey with us.

Patient Experience Indicators	2024	2025	Jan - Jun 2026
OVERALL HOSPITAL EXPERIENCE
I was happy with the overall quality of service during my visit	90.3%	92.0%	92.9%
I feel confident to entrust my care and treatment to the hospital	90.9%	92.3%	93.0%
I understand the explanation provided regarding my condition and treatment plan	90.9%	92.5%	93.2%
I was attended to promptly during my visit	90.2%	91.9%	92.5%
I was satisfied with the cleanliness and ambience of the hospital	92.1%	93.2%	94.4%
I am aware on my rights and responsibilities as a patient	91.8%	93.3%	96.3%
OVERALL PEOPLE EXPERIENCE
I was treated politely and courteously by the staff members during my visit	91.3%	94.6%	96.3%
I was satisfied with the skills and professionalism displayed by the staff members during my visit	91.6%	93.1%	96.3%
OVERAL SCORING
Patient Satisfaction Index (PSI)	90.96%	92.79%	94.29%
Net Promoter Score (NPS)	76%	86%	89%

Patient-Reported Experience Measures (PREMs)

Cancer Centre

The PREMs on our Joint Commission International (JCI) Clinical Care Program Certification (CCPC) Lung Cancer Programme are validated questionnaires that capture lung cancer patient views of their experience whilst receiving care.

The Patient-Reported Experience Measures (PREMs) for the JCI CCPC Lung Cancer Programme cover six critical aspects of the lung cancer patient journey: access and timeliness, communication and information, care coordination, symptom management and supportive care, safety and environment, and overall care and experience.

The results reflect strong positivity across all these areas, with an overwhelming majority of patients responding "strongly agree" or "agree" on measures such as clear explanations of diagnosis and treatment options, effective communication from the care team, guidance on nutrition, physical activity, and rehabilitation, as well as satisfaction with the hospital environment and quality of care, among others.

These outcomes reflect our ongoing commitment to putting patient experience at the centre of care, guiding continuous improvement across every stage of the lung cancer journey.

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Patient Experience Indicators

Patient-Reported Experience Measures (PREMs)