Blacktown and Liverpool hospitals rank lower than average in BHI survey
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Liverpool and Blacktown hospitals were signalled out by the survey. (ABC News: Keana Naughton)
Two overstretched hospitals in Sydney's west have consistently ranked "significantly lower" than average in a survey of patient satisfaction, according to new data released by the Bureau of Health Information (BHI).
Just over half of patients treated at Blacktown or Liverpool hospitals rated their overall care as "very good," compared to the 67 per cent statewide average of NSW public hospital patients.
Though fewer than six out of 10 patients at Blacktown and Liverpool hospitals reported that their care was "very well-organised" or "very clean".
Blacktown Hospital also scored poorly on patients' perceptions of how well health professionals gave them support with their worries or fears, while Liverpool Hospital ranked significantly lower on whether patients felt they were given enough information on how to manage their care at home.
Last month, images from Blacktown Hospital sparked fresh outrage over the state of NSW Health's system, including photos of a 70-year-old man sleeping on the floor while waiting for a blood transfusion.
A 70-year-old patient was photographed sleeping on the floor at Blacktown Hospital. (ABC News: Jak Rowland)
Liverpool Hospital also has one of the state's busiest emergency departments, but this year the NSW government said it had success in significantly reducing emergency room wait times.
"Liverpool Hospital is one of the busiest hospitals in NSW, and we thank our dedicated staff for their incredible efforts in keeping the community safe and providing high quality compassionate care," A South West Sydney Local Health District (SWSLHD) spokeswoman said.
The SWSLHD manages Liverpool Hospital.
"We are trialling collaborations between our hospitals and our District's Primary and Community Health services to enhance our patients' experience of care through hospital discharge to continue their care in the community, including at home.
A Western Sydney Local Health District (WSLHD) spokeswoman said Blacktown Hospital staff were "dedicated" to improving the experience there.
"WSLHD staff remain dedicated to improving patient experience and prioritising safe, high-quality and evidence-based care," the spokeswoman said.
"During the BHI survey period, January to December 2024, Blacktown Hospital delivered 47,235 episodes of care with an average acute length of stay of five days.
"Of the 303 patients surveyed by BHI for this period, 94 per cent expressed confidence and trust in our health professionals. Almost all (96 per cent) of surveyed patients said they were treated with respect and dignity while in hospital and 96 per cent said health professionals were kind and caring towards them."
'There is room for improvement'
Acting chief executive of the BHI, Hilary Rowell, said despite its poor performance in the patient survey, Liverpool Hospital had lifted its game on some indicators since the last survey."When you do scrutinise the results, there are a number of hospitals where patients told us there is room for improvement," she said.
"But at Liverpool we saw a number of improvements in ratings too, and that was around health professionals working as a team and the way in which patients were involved in decisions about their discharge."
Ms Rowell said Liverpool Hospital had lifted its game on some indicators since the last survey. (ABC News: Keana Naughton)
Overall, the survey shows NSW public hospital patients are generally satisfied with their care — with more than nine out of 10 public hospital patients in the state rating it as "good or very good".
"There were some highlights: More than seven in 10 patients said health professionals always listened carefully to their cares and concerns and that was one of the larger improvements with the 2023 survey," Ms Rowell said.
Regional hospital patients were more likely to give higher rankings to their care in the survey, which was completed by more than 25,000 patients in 2024.
But one of the biggest drops has been in patient satisfaction since the last survey was conducted related to hospital food — with only 21 per cent of patients saying their meals in hospital had been "very good", down from 24 per cent in 2023.
"I think it is important to note that more than nine in 10 patients (92 per cent) rated their overall care as 'very good' or 'good'," Health Minister Ryan Park said.
"Blacktown Hospital has made one of the most tremendous improvements in terms of T2 emergency treatment on time, almost tripling over the past two years.
"The number of T2 emergency patients at Liverpool Hospital are being treated on time has increased by a third compared to two years ago.
"But clearly there is a disconnect between the trends showing improvement in performance and the overall patient experience."
Written by: Sarah Gerathy, ABC News.
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