Patient Experience
By continually monitoring patient experience, via our surveys and other feedback, we can provide better services and care tailored to our patients' needs and expectations.
In accordance with the National Safety and Quality Health Service Standard 2: Partnering with Consumers, the contents of this page have been reviewed by the Consumer Advisory Committee at Gosford Private Hospital.
Healthe Care encourages all patients to engage with their care providers and voice any concerns that arise during their stay with us, so that any issues may be resolved as soon as possible.
We also engage an independent company to carry out Patient Reported Experience Measures (PREMs) surveys for the majority of patients 10 – 15 days post discharge. This survey is conducted electronically, or in hardcopy (in some circumstances).
Net Promoter Score (NPS)
Willingness to recommend a Healthe Care hospital
The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.
It is calculated as the difference between the percentage of Promoters and Detractors, and used as a proxy for gauging the customer's overall satisfaction with a company's product or service, and the customer's loyalty to the brand.
Healthe Care achieved a NPS of +80.7% for 2020.
Would you recommend the hospital to a relative or friend?
Healthe Care hospitals
We recognise that the best compliment for any business is a recommendation from a family member or friend. One of the most important questions we ask our patients is “would you recommend the hospital to a relative or friend?”
At Healthe Care, 85.7% of patients surveyed in 2020 would recommend a Healthe Care hospital to a friend or relative.
The graph below shows the responses as a percentage for each month.
Domains of Care
Healthe Care scores out of 10 for each of the six domains of care
We monitor 6 domains to provide us with information to improve our care and services to you. These are:
- Communication: How well we communicated between health care providers and you/your family or carer.
- Coordination: How well we coordinated our care and services with you/your family or carer.
- Cleanliness and Safety: Rating your room and the facilities in general.
- Involvement: How involved you/your family or carer were in the care provided.
- Caring for You: How well we cared for you.
- Physical Needs: How well we catered for your physical needs.
We believe that by continually monitoring your experience, via our surveys and other feedback, that we can provide better services and care tailored to patients' needs and experiences.
