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 the following services:

  • Emergency Department
  • General Medicine
  • Women and Children's Services
  • Speciality Medicine Services
  • Mental Health Services
  • Surgery Services
  • Aged Care Services  
  • Turning Point
  • Ambulatory & Community Health Services

Each month, a random selection of consumers receiving care are asked to provide feedback about their experience. The average number of surveys collected each month is 650.

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

Star rating

Results
5 ☆☆☆☆☆ 95 - 100%
4 ☆☆☆☆ 80 - 94%
3 ☆☆☆ 60 - 79%
2 ☆☆ 40 - 59%
1 ☆ 20 - 39%

Partnering in Healthcare

Eastern Health is committed to providing a great patient experience, great patient outcomes and harm-free care and values the importance of partnering in healthcare delivery to achieve this. 

Eastern Health is committed to providing a great patient experience and as such, strives to ensure that we meet the following five principles for partnering in health care.

Patients, families and carers:

  1. Are engaged respectfully and with kindness and partner with Eastern Health to achieve personalised care that supports them as a whole person.
  2. Are empowered and actively supported to make informed decisions about their current and future health care.
  3. Receive care that is of equal quality and is safe, effective and responsive to their diverse needs.
  4. Have access to sufficient information, communicated in a way that they can understand and act on.
  5. Have access to an environment that promotes healing, is safe, accessible, comfortable, clean and allows privacy.

 

How we collect feedback about your experience

Eastern Health currently collects information regarding the patient experience from a number of strategies including:

  • Leadership walkrounds – which are routine visits to patient areas by the Chief Executive Officer, Executive Directors, Site Chiefs/Program Directors, Associate Program Directors, and Directors in order to:
    • Demonstrate to both staff and patients, the organisation’s commitment to patient experience 
    • To measure the achievement of Eastern Heath’s Partnering in Healthcare principles
  • Patient feedback (compliments, complaints and suggested improvements) mechanisms, including a website feedback portal, via email, phone and mail and online through independent third party services such as CareOpinion (see below).     
  • Victorian Healthcare Experience Survey (VHES) - is a statewide survey of people’s public healthcare experience. An independent contractor, Ipsos Social Research Institute, conducts the survey on behalf of the Victorian Department of Health and Human Services (DHHS). The questions are based on the internationally recognised work of the Picker Institute*.  The questionaires are distributed by Ipsos Social Research Institute to a randomly selected group of eligible people from our health service in the month following hospital discharge or the emergency department attendance.    
    The VHES allows a wide range of people to provide feedback on their experiences from across the spectrum of services provided by Eastern Health with feedback and data captured from all Eastern Health sites. 
  • Patient Experience Surveys –Patients are surveyed once a month in most services across the organisation to see where we are doing well and to identify areas for improvement.
  • Care Opinion - is a not-for-profit social enterprise which enables people to share the story of their experience and potentially help health services make change. 

Eastern Health consumer information for inpatients

In response to consumer and staff feedback about the number and variety of brochures and education materials distributed to patients on admission, Eastern Health has produced a single patient booklet called  Partners in care – helping us to care for you during your hospital stay (PDF, 548KB). A Booklet Working Group including members from all areas of the organisation and consumers was established to develop it.  A talented cartoonist, Taehoon Gwag who is also a Box Hill Hospital Patient Support Assistant worked with the Centre for Patient Experience staff and consumers to develop the illustrations. 

The Partners in care – helping us to care for you during your hospital stay booklet is also available in Burmese (PDF, 749KB), Cantonese (PDF, 806KB), Vietnamese (PDF, 682KB) and Greek (PDF, 392KB).