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.

Measuring patient experience

Net Promoter Score

Net Promoter Score (NPS) is used to measure patient experience in our hospitals. The NPS is the percentage of patients who rate their likelihood to recommend our service to a friend or colleague as 9 or 10 ("promoters") minus the percentage who rate 6 or below ("detractors") on a scale from 0 to 10. Patients who provide a score of 7 or 8 are referred to as “passives” and are included the total number of respondents, thus decreasing the percentage of detractors and promoters and have the effect of pushing the score toward 0.

How do we measure up

The graph below shows the Net Promoter Scores of the EMHS hospitals:

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

What the figures mean

A Net Promoter Score of higher than 72% is considered World Class and EMHS use this as the benchmark. A higher Net Promoter Score is desirable.

EMHS have generally performed slightly below the benchmark over the past 12 months, with February 2024 to April 2024 exceeding the World Class benchmark.