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The Victorian Healthcare Experience Survey (VHES) program surveys recent users of Victorian public health services to collect patient experience information. The purpose is to measure, monitor and report patient experience to support a patient-centred approach to healthcare delivery.

Since the VHES program’s inception in 2014, over 270,000 patients have provided details of their experiences across 85 health services, 235 community health sites, 140 hospital campuses and 21 Ambulance Victoria districts. The program has contributed to a greater understanding of the central role of patient experience in improving the quality and safety of care.

VAHI commissioned an independent review of the program and also held consultations. Through these, we have clearly heard that the surveys are too long, that more targeted and timely data collections are required to really understand how to improve patient experiences at a local level, and that the current method of reporting patient experiences is not suitable for local and small rural health services.

How are we responding?

Work is currently underway to address better ways to collect and report patient experience data through the VHES program for local and small rural health services as well as shortening the survey length. As a first step, we have reduced the minimum reporting threshold from 42 responses to 10. This will translate to an additional 23 local and small rural health services seeing more regular quarterly reports through the VHES reporting portal by the end of the year.

The VHES team will be conducting site visits in October to provide a demonstration of the latest improvements to the VHES reporting portal and how health services can get the best from their patient experience data. We will advertise the dates and locations in the coming months.

Over the next six months, we will continue to work with the sector to improve timely access to the VHES data.

If you would like more information on plans for the VHES program, please contact us at: vhes@vahi.vic.gov.au

Page last updated: 10 Aug 2018

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