Victorian Healthcare Experience Survey
Patient experience measurement and reporting contribute to improving the safety and quality of care in health services.
The Victorian Healthcare Experience Survey collects, analyses and reports the experience of people attending Victoria’s public healthcare services.
The survey is conducted on behalf of the Agency by Ipsos, an independent contractor.
Who is asked to participate?
The questionnaires are distributed to a random selection of patients in the month following a hospital admission or an emergency department attendance. Survey participation is by invitation only.
To access your online survey please use the password provided with your invitation.
To return your paper questionnaire please use the Reply Paid envelope provided or post (no stamp required) to: Victorian healthcare experience survey, Reply Paid 89017, Hawthorn, VICTORIA, 3122.
The survey features specialised questionnaires for:
- adult and child inpatients, including parents and guardians
- maternity clients
- adult and child emergency department attendees, including parents and guardians.
The participant’s contact information is confidential and kept for a period of six months. This ensures another questionnaire is not sent to the same participant during that time.
The questionnaires are available in English and a range of community languages: Arabic, Cantonese, Croatian, Greek, Hindi, Italian, Macedonian, Maltese, Mandarin, Polish, Russian, Serbian, Spanish, Turkish and Vietnamese.
The survey is anonymous. Health services and the Agency do not know which patients are selected or respond.
Reporting the results
The results are provided to health services and the Agency each quarter. The Agency, Safer Care Victoria and health services use the results to identify areas that require improvement.
Statewide performance data is available for two measures from the adult inpatient survey relating to overall patient experience and patient reported discharge care.
The Agency has released a public report on Adult experiences of care in public hospitals - 2016 on the experience of over 30,000 patients who were admitted to a Victorian public hospital in 2016.
Promoting the survey
A free poster for health service providers promoting the Victorian Healthcare Experience Survey is available to order. The poster is designed to explain the purpose of the survey and to encourage participation.
For questions or concerns about the Victorian Healthcare Experience Survey please contact the toll-free Survey Helpline on 1800 356 928.
As the survey is anonymous, we cannot respond to individual concerns.
To make a formal complaint about your healthcare experience please contact the health service directly or the Health Services Commissioner on 1300 582 113.
Page last updated: 26 Mar 2018