The Patient Experience

Listening to our patients, their families and their carers is one of the most important aspects of delivering high quality care.

Feedback from our patients can help to guide our decision making and enable us to make changes and improvements to our services. Our patients should feel confident when visiting our hospitals and health services, knowing that their care and experience is our highest priority.

Recognising the importance of providing patients with a voice and an opportunity to rate their experience, East Metropolitan Health Service (EMHS) conducts continuous patient experience surveys. Administered on our behalf by an independent provider (Press Ganey), these surveys allow us to identify the strengths and opportunities of our health service.

Each month specialised questionnaires are sent to eligible and randomly selected:

  • adult inpatients
  • mental health inpatients
  • day surgery patients
  • emergency department attendees.

Survey participation is voluntary and anonymous.

Results are provided quarterly for EMHS overall, for EMHS hospitals and health services, and for individual department/units. Health services and department/units use the results to identify areas that require improvement and an action plan is developed to address these.

St John of God Midland Public Hospital (SJGMPH) also undertakes formal organisation-wide patient satisfaction surveys through an independent company.

Overall mean score

The overall mean score is the average score of all the rating responses from every survey and can be measured for each EMHS hospital.

Public Facilities benchmark

This refers to all Public Facilities recorded in the Press Ganey database which includes public hospitals across Australia.

Percentile ranking

The 50th percentile ranking is associated with the median (the middle score) of all the Public Facilities in the Press Ganey database. Percentile rankings show how EMHS hospitals are performing in relation to the median of the other public hospitals participating.

How do we measure up

The graph below shows the combined patient experience rate for results of the EMHS hospitals:

  • Armadale Health Service
  • Bentley Health Service
  • Royal Perth Hospital

Graph a: Inpatient survey overall mean score January to December 2017.

Graph for Inpatient Survey

What the figures mean

This graph shows the average score across EMHS hospitals for inpatient surveys over each of the last four quarters.

A higher score is more desirable.

These scores show that EMHS services are rated highly by patients.

How do we measure up

The graph below shows the combined patient experience rate for results of the EMHS hospitals:

  • Armadale Health Service
  • Bentley Health Service
  • Royal Perth Hospital

Graph b: Mental Health survey overall mean score January to December 2017.

Graph for Mental Health Survey

What the figures mean

This graph shows the average score across EMHS hospitals for Mental Health inpatient surveys over each of the last four quarters.

A higher score is more desirable.

These scores show that EMHS services are rated highly by patients.

How do we measure up

The graph below shows the combined patient experience rate for results of the EMHS hospitals:

  • Armadale Health Service
  • Bentley Health Service
  • Royal Perth Hospital

Graph c: Day Surgery survey overall mean score January to December 2017.

Graph for day surgery survey

What the figures mean

This graph shows the average score across EMHS hospitals for Day Surgery surveys over each of the last four quarters.

A higher score is more desirable.

These scores show that EMHS services are rated highly by patients.

How do we measure up

The graph below shows the combined patient experience rate for results of the EMHS hospitals:

  • Armadale Health Service
  • Royal Perth Hospital

Graph d: Emergency Department survey overall mean score January to December 2017.

Graph for emergency department survey

What the figures mean

This graph shows the average score across EMHS hospitals for Emergency Department surveys over each of the last four quarters.

A higher score is more desirable.

These scores show that EMHS services are rated highly by patients.

Last Updated: 29/04/2019