- For patients and visitors
- Quality, safety and care
- Patient feedback
Patient feedback
St John of God Health Care measures and reviews patient experience and satisfaction. We encourage caregivers to seek feedback from our patients, their families and carers.
We use patient feedback to improve personalised care across our patients' hospital stay.
What you can do
- Respond to the feedback surveys we send out after you visit our hospitals and services.
- Tell a caregiver if you ever feel unclear, unsure, unprepared or unhappy with your care – this allows us to fix problems as soon as possible.
- Make a complaint if you remain unhappy – this will not impact your care.
- Learn about your rights as a health care consumer – the Australian Charter of Healthcare Rights explains what you should expect at any Australian hospital.
What St John of God Health Care does
- We actively monitor all responses we receive through our surveys and other feedback channels.
- We contact patients and family members when we get negative feedback to understand and learn from concerns.
- We have strict procedures for addressing formal complaints.
- We actively seek out patient feedback through multiple channels including our website, hospital pamphlets, drop boxes and dedicated customer liaison officers.
How we measure feedback
Some of the ways we measure patient feedback are explained below.
Australian Hospital Patient Experience Question Set (AHPEQS)
The Australian Hospital Patient Experience Question Set (AHPEQS) was developed by the Australian Commission on Safety and Quality in Health Care (ACSQHC).
AHPEQS uses 12 questions to assess the quality of a patient's experience during a hospital stay.
If you would like more information on AHPEQS, visit the Australian Commission on Safety and Quality in Health Care website.
Net Promoter Score (NPS)
Net Promoter Score (NPS) is another way we measure patient satisfaction.
NPS measures consumer loyalty by gauging how willing a person is to recommend our hospitals to others.
St John of God Bunbury Hospital's patient feedback data
We received a total of 4,886 survey responses across all the quarters displayed in this graph.
We received a total of 4,793 survey responses across all the quarters displayed in this graph.
St John of God Bunbury Hospital's Net Promoter Score
We received a total of 6,368 survey responses across all the quarters displayed in this graph.
Our quality and safety activities