Patient Experience at Epworth HealthCare

How we measure patient experience

Feedback from our patients is an important element to ensure our patients feel safe and confident in the quality of their care and have a positive patient experience.  It also helps to identify opportunities to improve how we deliver our care.

One way we monitor patient experience is by regularly surveying patients about their hospital stay from admission to discharge at Epworth. Our survey includes the  Australian Hospital Patient Experience Question Set (AHPEQS).  For more information on this survey please visit:  https://www.safetyandquality.gov.au/our-work/partnering-consumers/consumers 

As a patient, you may receive one of these surveys from us when you leave our care. Our results are benchmarked nationally and reviewed by our teams to raise awareness of how patients feel and what is important to them, and what can be done to improve the patient experience. The information is used to develop quality improvement projects with staff. 

Our 2021 Results

Epworth HealthCare began using the Australian Hospital Patient Experience Questions Set (AHPEQS) in 2021.  

In 2021, over 30 000 patients were invited to complete a survey, with an overall response rate of 47%.

Net promoter score

The Net Promoter Score indicates whether a patient would recommend Epworth to family and friends. 

It is calculated by subtracting the number of detractors from the number of promoters.  The final score can range from -100 (if every patient is a Detractor) to 100 (if every patient is a Promoter).

Epworth HealthCare scored a Net Promoter Score of 78 in 2021, a strong response, indicating patients would recommend Epworth to family and friends.

Overall quality of experience 

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

82% agreed overall, the quality of treatment and care they received was favourable.

What our patients are telling us

  • "Couldn't fault care, best hospital I have ever had the pleasure of being a patient at"
  • “High quality care from all staff interactions. All staff and specialists were very caring and thorough. Really took the time to answer questions and concerns and great bedside manner. Made me feel very safe and comfortable”
  • "Nursing staff consistently excellent and knowledgeable, compassionate and considerate. Without them, my stay would have been vastly different"
  • "Loved my stay from start to finish, thank you. An amazing hospital and staff"