Patient Satisfaction

At Epworth HealthCare we aim to deliver excellence in everything we do

For us, this means consistently providing excellent patient care and clinical services, and being responsive to the needs and expectations of our patients and their families.

We engage an external agency – Press Ganey – to survey our patients to get an independent measure of how well we are delivering on our promise and to identify opportunities for improvement. Press Ganey is an international independent organisation specialising in patient satisfaction surveys in health around the world. In the Australian survey, Epworth HealthCare’s patient satisfaction is compared to 14 health groups, including among others, Ramsay, St John of God, St Vincent’s, Mercy, UnitingCare Health and Little Company of Mary Hospital.

Over the past 8 years, at Epworth we have committed significant effort to:


  • Developing and successfully executing our Epworth Excellence Program

  • Increasing our staff engagement

  • Improving our culture and living our values and behaviours

  • Developing innovative tools, such as our Point of Care System

  • Improving quality outcomes e.g., patient falls, pressure injuries which are at best in country levels

  • Investing significantly in our people as part of developing excellence in care


In the last quarter results received from Press Ganey (January to March 2016) Epworth achieved the highest mean score in our Press Ganey history, reaching the 99th percentile across our chosen benchmarks.


In congratulating Epworth, Press Ganey stated “Epworth HealthCare has not only achieved the highest mean score in Press Ganey history, but has also reached the 99th percentile across all three chosen benchmarks”.




  • Epworth HealthCare is in the 99th percentile across our chosen benchmarks
  • This means Epworth HealthCare has the highest patient satisfaction as a group in Australia

To reach the 99th percentile Epworth required as a Group, an average overall mean score of 87 in the 1st quarter 2016, which is what we achieved. This is a significant increase from any previous reporting periods and our highest achievement so far.

The graph below shows the last three years’ results by mean score and the improvement that Epworth HealthCare has achieved.

This is a fantastic continuous improvement and an outstanding result, one that all Epworth staff and doctors should be justifiably proud of.


Table 1 – All Sites (combined) Section Mean Scores

We are witnessing improved results for individual hospitals and there is still room to improve for some of our hospitals albeit that Epworth Eastern and Epworth Hawthorn are now regularly in the 99th percentile, as individual hospitals.