Release of patient experience information by Medibank

Epworth has always placed a great importance on our patient experience and strives to deliver excellence in care.

Epworth is informed of Medibank’s decision to publish the results of around 30,000 customer surveys completed since 2016 on their website. This encompasses all private Medibank patients in public and private Victorian hospitals and includes our four acute hospitals; Epworth Richmond, Epworth Geelong, Epworth Eastern and Epworth Freemasons. 

Epworth Chief Nursing Officer Paula Stephenson said patient experience information had long been collected by Epworth using a range of methods. She said the Medibank data would support existing evidence of customer satisfaction and identify areas for improvement.

“This information, alongside our own, helps us to know how we are doing with the provision of a positive patient experience through one form of measurement, but this is part of an overall commitment we already have,” Ms Stephenson explained.

“Fundamental to Epworth’s purpose is: ‘Every patient matters. We strive to improve health outcomes and experience through compassion, collaboration, learning and innovation’.”

Some of the work that we have undertaken in response to feedback includes:

  • conducting Patient Experience workshops to better understand patients’ perceptions of their hospital stay and to address complaints and compliments
  • introducing programs across hospitals that focus on the importance of ensuring that our patients receive high-quality care in every interaction
  • using our patient experience survey trends to assess the effectiveness of our improvement activities including:
    • nurse rounding
    • leader rounding
    • discharge planning processes

Some of the work we have underway to improve our patients' experience includes:

  • introduction of discharge modules that are accessed at the bedside though our Point of Care terminals - to ensure that our discharge preparation starts on the day of admission and can be done directly with the patient
  • development of a patient discharge booklet to ensure that patients have the right information once they leave hospital
  • development of patient discharge information leaflets for patients who may be going home with complex care needs​

Ms Stephenson said Epworth had a proud history of caring for Victorians for the last 98 years. As a charitable, not-for profit hospital group, she said the organisation would continue to reinvest to ensure it continued to provide high quality care and a positive patient experience.

“Epworth will continue provide our patients with the best possible facilities, equipment, medical and surgical expertise and access to research, while striving for new ways to improve health outcomes and experiences,” she said.

We appreciate feedback as an opportunity to learn and improve and will continue to partner with our patients and doctors to provide the high quality care for which we are renowned.