Patient experience at South Metropolitan Health Service

The positive links between patient experience, patient safety and the effectiveness of clinical care are becoming increasingly evident.

Understanding how patients, their families and carers experience the care provided is a key element in delivering a high quality service and safe health care.

Measuring the patient experience

Two women seated in chairs discussing a brochure

Recognising the importance of providing patients with a voice and an opportunity to rate their experience, South Metropolitan Health Service (SMHS) 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 anonymous.

Results are provided quarterly for SMHS overall, for SMHS 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.

As a part of Ramsay Health Care, Peel Health Campus (PHC) also undertakes formal organisation-wide patient satisfaction surveys through an independent company every two years. See the snap shot satisfaction report of the overall Ramsay Health Care score (external site).

Overall mean score

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

Benchmark rates

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 SMHS hospitals are performing in relation to the median of the other public hospitals participating.

See how we measure up – inpatient survey

Figure 1 below shows the overall mean score for each of the SMHS hospitals (Fiona Stanley Hospital, Fremantle Hospital and Health Service and Rockingham Peel Group) in the inpatient survey for:

  • April – June 2017
  • July – September 2017.

Figure 1: SMHS hospitals overall mean score – inpatient survey, April – June 2017 and July – September 2017

What do these figures show?

  • All SMHS hospitals performed above the Public Facilities 50th percentile.
  • Both Fiona Stanley Hospital and Rockingham Peel Group improved their quarterly inpatient experience scores in the last reporting period.
See how we measure up – mental health survey

Figure 2 below shows the overall mean score for each of the SMHS hospitals (Fiona Stanley Hospital, Fremantle Hospital and Health Service and Rockingham Peel Group) in the mental health survey for:

  • April – June 2017
  • July – September 2017.

Figure 2: SMHS hospitals overall mean score – mental health survey, April – June 2017 and July – September 2017

What do these figures show?

  • Both Fremantle Hospital and Health Service and Rockingham Peel Group improved their inpatient experience scores for the July – September 2017 period and both performed above the Public Facilities 50th percentile.
  • Fiona Stanley Hospital had a reduction in the overall mean score in comparison to the previous reporting period.

Please note: given the low number of responses for the mental health inpatient survey, the results may not be truly indicative of the patient experience.

See how we measure up – day surgery survey

Figure 3 below shows the overall mean score for  each of the SMHS hospitals (Fiona Stanley Hospital, Fremantle Hospital and Health Service and Rockingham Peel Group) in the day surgery survey for:

  • April – June 2017
  • July – September 2017.

Figure 3: SMHS hospitals overall mean score – day surgery survey, April – June 2017 and July – September 2017

What do these figures show?

  • The overall mean score for Rockingham Peel Group remained the same for the last two reporting periods and they are performing above the Public Facilities 50th percentile.
  • Fiona Stanley Hospital improved their overall mean score for the July-September 2017 quarter but still performed below the Public Facilities 50th percentile.
  • The overall mean score for Fremantle Hospital and Health Service for July-September 2017 was lower than the previous reporting period by 0.1 and remains below the Public Facilities 50th percentile.
See how we measure up – emergency department survey

Figure 4 below shows the overall mean score for each of the SMHS hospitals (Fiona Stanley Hospital and Rockingham Peel Group) in the emergency department survey for:

  • April – June 2017
  • July – September 2017.

Figure 4: SMHS hospitals overall mean score – emergency department survey, April – June 2017 and July – September 2017

What do these figures show?

  • Rockingham Peel Group overall mean score increased over the last reporting period and continues to perform above the Public Facilities 50th percentile.
  • Fiona Stanley Hospital is performing on the Public Facilities 50th percentile; however the overall mean score dropped for the July-September period.
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South Metropolitan Health Service