References - Patient Experience
References are listed alphabetically. Please click on the relevant links for more information.
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Australian Commission on Safety and Quality in Health Care
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Australian Hospital Patient Experience Question Set (AHPEQS)
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"Net Promoter Score (NPS)"
The formula for the NPS is the percentage of patients responding with a 9 or 10 (‘promoters’) minus the percentage of patients responding with 0-6 (‘detractors’). Responses of 7-8 are considered ‘passives’ and are not included in the calculation.
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"Peer Hospitals in NSW"
Comparison data for Northern Beaches Hospital only is available from the NSW Health - Bureau of Health Information. The hospital belongs to the peer group of major hospitals in NSW.
Results are from a sample of both overnight and day procedure patients (approximately matched sample size) - medical, surgical, obstetric and rehabilitation. Patients complete a survey 1-2 weeks after discharge. Survey results appear on dashboards continuously in real time but are also collated monthly and quarterly for the purposes of monitoring and trending data.
Rehabilitation and Mental Health hospitals and wards commenced electronic surveying in 2018.
Mental health service inpatients, mental health day patients and day rehabilitation patients are surveyed using a different questionnaire tool, the Your Experience of Service Survey (YES). Data is collated separately.