Our Performance

Mercy is committed to delivering exceptional care for our patients, through continuous quality improvement.

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:

"Having general anaesthetic and surgery was a new experience for me and I was very nervous about it. I instantly felt at ease and in good hands when we came in, and I felt so well looked after throughout my short one-night stay."

"The time I was in the hospital, I found all the staff very helpful and caring, the menu and the meals were superb. I would have no hesitation in recommending it to anyone."

"It is always an excellent experience for me with the doctors, anaesthetists and the nurses. Extremely friendly and helpful."

February 2024

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 2022 Mercy Hospital Quality Award projects in these YouTube videos.

 

Supreme Award Winner

Scrub vs Rub - this is a project that illustrates the opposing methods for appropriate surgical hand asepsis. The project team researched peer-reviewed literature from around the world and assessed the products, techniques, and attitudes of those that “scrub” at Mercy Hospital Dunedin to ensure our processes live up to the current best practice standards.

2022 Quality Awards Supreme Award Winner: 'Scrub vs Rub'. L-R: Sandra Millis, Natalie McLean, Shelley Nickerson, Sarah Hydes
2022 Quality Awards Supreme Award Winner: 'Scrub vs Rub'. L-R: Sandra Millis, Natalie McLean, Shelley Nickerson, Sarah Hydes

Winners

  • Greensleeves
  • Setting the Trend - More than just a Piece of Paper
  • Clean Skin for the Win

 

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.

2021 Whatumanawa Award recipient, Sandra Laidler
2021 Whatumanawa Award recipient, Sandra Laidler

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. 

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