Patient Experience


We value and appreciate our patient’s compliments, suggestions, concerns and complaints.  We understand that we need to be responsive to our patient’s feedback to ensure that the care and services we provide meets the expectations and needs of our patients, their family members and carers.


We invite feedback from our patients and their family members / visitors throughout their journey with us via a number of mechanisms, including:


  • ​Leader rounding.  The leader of the department will speak with every patient every day to understand and address patient feedback

  • Feedback forms, cards and flyers are available in all departments
  • Emails, letters and phone calls.  We provide contact details for each site on our website and within our hospitals
  • Discharge surveys.


We engage an external agency – Press Ganey – to survey our patients. Press Ganey is an international independent organisation specialising in patient satisfaction surveys in health around the world. This agency provides us with an independent measure of how well we are delivering on our promise and to identify opportunities for improvement.





Over the previous 2 years, we have seen a consistent down trend in our complaints rate.  For the period Jan – Jun 2018, Epworth had on average 0.5 complaints per 1000 admissions. This means that for every 2000 patients that are admitted to Epworth, 1 complaint will be made.


We take all feedback seriously and use this feedback to inform quality improvement initiatives to improve the care we provide.  Examples of improvements that have been undertaken from feedback include:


The Fundamentals of Care project was implemented at Richmond to improve staff knowledge and awareness regarding communicating with our patients, involving our patients in their care, meeting our patients’ personal care needs and keeping our patients safe. 


Improved staff education regarding iron transfusion in maternity.


Patient Outcomes


Epworth HealthCare uses a number of established performance measures to demonstrate the quality of care we deliver.  For more information, please select from the list below.  


  • Falls Preventions
  • Pressure Inuries