The Eastern Health Patient Experience Star Rating is calculated from the feedback received from our consumers (patients, clients and carers). 

Consumers are invited to complete the Eastern Health Patient Experience Survey in a number of ways including via text message, via a brochure with a QR code linking to the survey or via ward/service ipad prior to discharge. The average number of surveys collected each month is around 600. 

The star rating reflects the percentage of patients who answered “Very good” or “Good” to the question “Overall, how would you rate the care you received?” 

Star rating 

Results 

5 ☆☆☆☆☆ 

94 – 100% 

4 ☆☆☆☆ 

80 – 93% 

3 ☆☆☆ 

60 – 79% 

2 ☆☆ 

40 – 59% 

1 ☆ 

20 – 39% 

Eastern Health is committed to providing excellent care and experiences and being a safe and welcoming health service and knows that when we partner together, we are healthier together

Eastern Health currently collects information regarding the patient experience in a number of ways including: 

  • Patient feedback (compliments, complaints and suggested improvements) – can be provided directly to staff, via the Eastern Health website feedback portal, email, phone, mail, or paper feedback form. 
  • 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 (DOH). The questionnaires are distributed to a randomly selected group of eligible people from our health service in the month following hospital discharge or 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 – are an important way to seek feedback from our patients, families and carers about the care they receive at Eastern Health. As many patients as possible are provided the opportunity to complete the survey through completion of the survey via ward/service iPad prior to discharge, via a QR code on the Patient Experience Survey brochure or via a link provided in a text message.