We collect and monitor patient experience survey results as one way to continually improve.

The Victorian Healthcare Experience Survey (VHES) is a statewide survey which documents patients' views of their hospital experience. It is conducted on behalf of the Department of Health and Human Services by a third party provider. After being discharged, randomly selected patients will receive contact from the provider asking them questions about their hospital experience at the RMH. Participation is voluntary and responses are anonymous.

Why is this measure important?

This measure is an important part of understanding, and improving, the experience of our patients. “Improving Patient and Consumer Experience” is one of the key strategic priorities for the Royal Melbourne Hospital. We know that feeling safe, being treated with dignity and respect, and being involved in care decisions are all factors that drive positive patient experience.

What are we doing to continue to improve?

We are encouraging our teams to communicate clearly with patients, consumers and their families, to involve them in decisions about their care, and to actively seek feedback about how we might improve the care we provide. Our ‘You said. We did’ page provides examples of what we’ve done in response to your feedback.

How can you support us in improving patient experience?

By working with your care team to understand your diagnosis and to plan the care that best meets your needs and preferences. We want you to be an active participant in your care, to feel both safe and confident with your treatment, and to raise any concerns that you might have. Find out more about your rights and responsibilities as a patient / consumer.