Current Patient Experience Rating

 What is this?

Eastern Health’s Patient Experience Star Rating is calculated from the feedback received from our consumers (patients, clients and residents) in our acute, sub-acute and mental health wards and community, ambulatory and residential care services.

Each month, a random selection of consumers receiving care are asked to provide feedback about their experience in relation to our 10 ‘patient experience of care principles’:

1. The patient’s needs, wants, preferences and values are known and taken into account
2. The patient is a partner in decision-making about their care
3. The patient has access to safe, effective and high quality healthcare delivered by skilled staff
4. There is clear information that helps patients understand and manage their health as independently as possible
5. Communication is open, honest and respectful, ensures confidentiality and is responsive to individual needs
6. The physical environment promotes healing, is comfortable, clean, safe and allows privacy
7. Staff listen, provide emotional support and treat patients, their families and carers with dignity and compassion
8. Family and friends are involved in care in accordance with the wishes of the patient
9. Care is well coordinated to ensure that the patient experiences continuity and smooth transitions
10. Meals are enjoyable and nutritious

The average number of surveys collected each month is 460 and this number is increasing.

The star rating is an average of the overall satisfaction scores of the wards/services surveyed: