Share your experiences

 

Patient Experience - we love hearing from you!

The provision of safe, quality and compassionate care is our priority at St Vincent’s Private Hospital.  We want you to experience the best clinical care and outstanding service when you attend our facilities.

We value all feedback our patients and families provide.  Your feedback allows us to monitor our processes and focus our continual improvement efforts. 

SVPHM uses the Net Promoter Score (NPS) to measure and monitor our patient experience.  The NPS survey (powered by Qualtrics) is sent to patients after discharge via SMS text message and asks two questions:

1.      If your friends or family needed similar health care or treatment, how likely would you be to recommend St Vincent’s? (on a scale from 0 to 10)

2.       What is the most important reason for your score?

 AA

 

The NPS survey provides an opportunity to receive real time information, listening to the needs and concerns of our patients, and to recognise and acknowledge caregivers and teams who provide our care.

How has your feedback helped?

Patient feedback has led to the following recent changes:

  • Implementation of room service in our Fitzroy maternity and overnight oncology units so that meals can be ordered at a time that suits patients
  • Roll out of the new room service model at our East Melbourne site with a view to hospital wide across all of our facilities
  • Creation of an online patient registration process that can simply be updated rather than totally re-entered for subsequent admissions