What our patients have told us
“It’s the patient who can best tell it “as it really is” and professionals who need to develop the mechanism and skills to listen to patients with “authentic curiosity”.”(Nicolas, Cullen, O’Neill & Halligan., 2000).
At NMHS, we want to listen and understand what our patients have to say about their experience. Surveying patients provides us with their perspective on the care we provided. This information can help us identify what we are doing well and where we need to focus our attention to improve their experience.
MySay Surveys
The MySay Healthcare Survey is a survey used throughout the WA health system to measure patient experience that comprises the Australian Hospitals Patient Experience Question Set (AHPEQS) (external site) and Net Promoter Score (NPS) (external site).
WA hospitals commenced implementation of the MySay Healthcare Survey from July 2020. An SMS is sent two days after discharge and responses are kept confidential. Parents/guardians of patients under 18 years of age are also invited via SMS to complete the survey.
The survey is an exciting new way to collect patient feedback that complement the existing systems in place (see Care Opinion (external site) and Consumer Liaison (external site)), offering patients and families choice when sharing information on their experience of the care and treatment they received as a public hospital. Being electronic, services can see the results virtually in real-time providing the opportunity to identify where we are performing well and where we can improve care for future patients. The intention is to start providing aggregated results back to the community once all health services have commenced.
Net Promoter Scores
The Net Promoter Score, captured for SCGOPHCG and WNHS inpatients as part of the mobile MySay Healthcare Survey, asks “how likely are you to recommend this hospital to family or friends”. The Net Promoter Score is a widely used metric internationally for customer engagement with potential scores ranging from -100 (i.e. all respondents are considered ‘Detractors’) and +100 (i.e. all respondents are considered ‘Promoters’). International benchmarks exist, for example, the MIT Centre for Information Systems Research (2018) indicates that the average healthcare NPS in the U.S. is +62.
