Standard 2


Standard 2: Partnering with Consumers


The systems and strategies used to create a consumer-centered health system by including consumers in the development and design of quality health care.


Hospital Standards

Epworth is accredited under the National Safety and Quality Health Service Standards. These national standards apply to all health services organisations and state the minimum level of care – the national benchmark – that consumers can expect. Hospitals must report their performance against the standards on a regular basis and are also subject to periodic reviews and assessments.

For further information, refer to the National Safety and Quality Health Service Standards Guide (PDF).


Epworth Standards

At Epworth we want to provide excellent patient care. For this reason, we set our own, stricter benchmarks against each of the standards, and we measure our performance against these. The table below provides details of the national benchmark, the Epworth internal benchmark and our average result against each of the items.

Standard 2: Partnering with Consumers National Benchmark Epworth HealthCare Internal Benchmark Epworth HealthCare Average 2014 Epworth  
HealthCare Average 2015
Av​erage FY 2015-16 †
Compliments rate 18.70 18.70 18 15~ 18~
Complaints rate   3.00    3.00   1.90   2.30 # 2.70 #
ISR 1&2 rated complaints* n/a**  0.00   0.80   0.80 # 0.60 #
Patient satisfaction (percentile) n/a** 70 54 60 ~ 59 ~
Patient satisfaction (mean score) 87 87 84.80 85.70 ~ 86.20 ~
 Rate=per 1,000 bed days.

* ISR 1 and 2 patient incidents are serious harm events that are directly related to a hospital admission, such as wrong treatment or delayed hospital stay.
** n/a denotes that no national benchmark has been defined, so Epworth has set its own. 

~ A higher number is better.

# A lower number is better.
† Figures for year ending 30/6/2016.


Comment: In FY 2016/16 we have seen an improvement in the rate of compliments received and an increased mean score for patient satisfaction. We also saw a small fall in ISR 1&2 related complaints. Other complaints increased slightly.


We are working on

  • Improving our processes to ensure that we consistently deliver excellent care, across all our services, to all our patients, always.

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