EQuIP Accreditation Audit
Mercy participates in the voluntary EQuIP (Evaluation and Quality Improvement Programme) Accreditation cycle run by the DAA group.
EQuIP audits ensure quality improvement remains a focus across the hospital, allows for Mercy to benchmark itself against similar organisations and helps enable Mercy to be a leader in delivering health care.
The 2023 audit resulted in Mercy receiving an Outstanding Achievement rating - reflecting Mercy's ability to be a peer leader in systems and outcomes.
"There is a strong continuous improvement focus to all aspects of service, fostered by the board of directors, the executive team, and the annual Mercy Hospital quality awards. This is evidenced by the large number of extensive achievement (EA) ratings and an outstanding achievement (OA) rating for infection prevention and control. In addition, Mercy Hospital has focused on strengthening cultural aspects of service to better meet the needs of Māori and Pasifika."
- 2023 DAA Group EQuIP Auditors
Patient Feedback
Mercy Hospital uses Cemplicity to gather patient feedback. Patients are sent an invitation via email or text message to provide feedback on their care two weeks after discharge. Responses are anonymous and not able to be traced back to individuals.
A summary of our recent patient feedback can be viewed below:
"Friendly, awesome professional team from front desk, nurses, caterers, physio to the Surgeon. You have a great team of people."
"Just want to thank you for everything while I was there. What was potentially quite a stressful event was made more or less carefree with the professionalism and care all your staff provided, the surgeon, anaesthetist, nurses and room service. Thank you."
"I found the whole experience from pre-admission to discharge awesome. Friendly and caring staff who looked after me well."
"First class stay. Online menu superb. Staff could not be better. Thank you to you all."
August 2024
Net Promoter Score
Mercy Hospital has been recognized with a world-class patient experience award based on our Net Promoter Score (NPS) – a measure of how likely patients are to recommend us to others! This incredible achievement reflects our commitment to providing compassionate, high-quality care, and the dedication of our staff who consistently go above and beyond for our patients.
Commitment to Quality
Mercy has an absolute commitment to quality.
All staff are encouraged to create or be involved in projects that drive quality improvements. These projects are celebrated annually at Mercy's Quality Awards night and have resulted in some truly innovative successes including sustainability initiatives through onsite worm farms, patient room service, and the automation of patient processes.
You can learn more about each of the 2024 Mercy Hospital Quality Award projects in these YouTube videos.
Supreme Award Winner
Screen To Be Seen - this is a project which implemented a malnutrition screening tool for all patients at Mercy Cancer Care which established a clear referral pathway to the dietitian. This initiative improved patient care by integrating information technology with evidence-based guidelines and automatic referrals.
Winners
- Screen To Be Seen - Excellence Award
- Surgical Count - Care Award
- The Mercy Way - Respect Award
- Optimising Oxygenation in PACU - Collaboration Award
Highly Commended
- Practice Makes Perfect - Innovation Award
Whatumanawa Award
At the 2021 Quality Awards night, a new award was introduced which recognises a staff member or specialist who demonstrates a heart that sees a need and responds. The inaugural recipient of the Whatumanawa Award was Sandra Laidler, who has 28 years of service to Mercy and over that time has championed numerous fundraising causes - raising tens of thousands of dollars for local charities, all while overseeing the hospital's busy laundry department.
Industry Awards
2021 New Zealand Private Surgical Hospital's Leaders in Quality Awards
Mercy Hospital won the non-clinical section of the biennial NZ Private Surgical Hospital Association's 2021 Leaders in Quality awards for its efforts to become a certified establishment for gluten free dining under Coeliac New Zealand’s Dining Out programme.
2020 Westpac Otago Business Awards
Mercy was the proud recipient of the Excellence in Service and Supreme Business Excellence Awards at the 2020 Westpac Otago Business Awards.
2018 New Zealand Private Surgical Hospital's Leaders in Quality Awards
In 2018 Mercy Hospital received both the Clinical and Non-Clinical Awards, and ultimately the Supreme Award at the New Zealand Private Surgical Hospitals Association's biennial Leaders in Quality Awards.
2014 WorkSafe New Zealand Awards
Mercy won the Best Initiative to Address a Workplace Hazard category at the 2014 WorkSafe New Zealand Awards for its work in mitigating the risks from electrosurgical smoke plumes.