Victorian Health Experience Survey Results

The Victorian Health Experience Survey (VHES) results for Q3 (January – March 2019) are now available. While we are seeing some good improvements, there are areas we need to redouble our efforts.

  • Cranbourne 99% and Moorabbin 99% achieved excellent results. This is Moorabbin’s highest score for two years
  • Kingston 91% is up 10% from last quarter.
  • Maternity overall achieved 93% up from 88% in the previous quarter, with MMC increasing by 10% to 95%.
  • Overall Adult Emergency was 80%, up 4% from the last quarter. Increases include Dandenong 80% up 5%, Casey 86% and MMC 77% up 1%. It is pleasing to see that the ED performance remained steady and has increased overall
  • Transition Index (discharge) 71% which is down just 1% from the last quarter, but several sites exceeded the SOP target including Dandenong 79%, Moorabbin 81% and Cranbourne 87%.

The survey included some areas that we are working to improve:

  • After major improvements in the perception of cleanliness of hospital room or ward over the last quarter, MMC (74-58%) and Dandenong (71-64%) both experienced declines. Both sites are now implementing the Clean Slate initiative to change their cleaning processes which has proved successful at other sites. All other sites and our Emergency Departments showed an increase in scores for this measure.
  • MMC and Dandenong Adult Inpatients were unable to sustain improvements from previous quarters with declines of 8% and 6%.
  • ‘Confidence and Trust in Nursing Staff’ and ‘If you needed assistance’ measures both scored lower this quarter.

Overall across Monash Health, 86% of patients reported a positive experience, which is down 5% from last quarter. This is the first time in three quarters that we have experienced a decline, and gives us a clear guide for opportunities we can take to improve our patients’ experience.

Please check your team’s results on the Patient Experience Intranet.

Kind Regards

Dr Anjali Dhulia
Chief Medical Officer
Monash Health

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