How we measure patient experience

Feedback from our patients is an important element to ensure we are providing a positive patient experience and to identify opportunities to improve how we deliver our care.

One way we track patient experience is by regularly surveying patients about their hospital stay from admission to discharge at Epworth. 

As a patient, you may receive one of these surveys from us when you leave our care - sent either to your home address or online. Our results are benchmarked internationally to improve safety, quality of care and patient experience. 

Our 2019 results

In 2019, over 13,000 patients from our acute hospitals and close to 3,000 patients from our rehabilitation hospitals were invited to complete the survey, with an overall response rate of 37% for acute and 42% for rehabilitation. 

Overall quality of experience 

This measure tracks how patients perceived the quality of the care they received in hospital. A higher score indicates a higher level of patient experience.

In 2019, patients who were admitted to our acute hospitals rated the overall experience on average as 87.4 points out of 100. This is an improvement of 0.7 points, when compared to the previous year. In 2019, patients who were admitted to our rehabilitation hospitals rated their overall experience on average as 87.5 points out of 100. This is an improvement of 0.5 points, when compared to the previous year. 

What our patients are telling us

  • "Couldn't fault care, best hospital I have ever had the pleasure of being a patient at"
  • "Nursing staff consistently excellent and knowledgeable, compassionate and considerate. Without them, my stay would have been vastly different"
  • "From the moment I entered the building, the volunteer helpers were fantastic, even walking me to my destination"
  • "Loved my stay from start to finish, thank you. An amazing hospital and staff"