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Australian Hospital Patient Experience 2026 — Satisfaction & Feedback Guide
Complete guide to Australian hospital patient experience — satisfaction measurement, PREMs (Patient Reported Experience Measures), PROMs (Patient Reported Outcome Measures), feedback systems, consumer partnerships (NSQHS Standard 2), and patient experience software.
NSQHS Standard 2 requires consumer partnerships. Australian hospitals use PREMs and PROMs to measure experience and outcomes. This guide covers Australian patient experience.
Patient Experience Measurement
| Tool | Type | Description | Frequency |
|---|---|---|---|
| VHES (Victoria) | PREMs | Post-discharge experience survey | Monthly sample |
| NSW Patient Survey | PREMs | Post-discharge experience survey | Monthly sample |
| Press Ganey | PREMs | Private hospital satisfaction survey | Continuous |
| PROMs (hip/knee) | PROMs | Oxford Hip/Knee Score pre and post | Pre + 6/12 months |
| Real-time feedback | PREMs | Tablet/kiosk feedback in real-time | Continuous |
| Complaints | Experience | Formal complaint tracking | Continuous |
| Patient stories | Qualitative | Patient narrative for learning | Regular |
NSQHS Standard 2 Requirements
- Consumer partnerships in governance: Consumer representatives on hospital committees (quality, safety, consumer advisory)
- Healthcare rights: Display and inform patients of Australian Charter of Healthcare Rights
- Shared decision-making: Involve patients in decisions about their care
- Informed consent: Ensure informed consent for all procedures
- Feedback: Collect, analyse, and act on patient feedback
- Consumer engagement: Engage consumers in service design and evaluation
- Communication: Provide clear, accessible information to patients
- Cultural safety: Provide culturally safe care for Aboriginal and Torres Strait Islander peoples
Improving Patient Experience
- Communication training: Train staff in patient-centred communication
- Wait time management: Reduce wait times and communicate delays
- Environment: Clean, quiet, comfortable environment
- Discharge process: Smooth discharge with clear instructions
- Follow-up: Post-discharge follow-up call within 48 hours
- Cultural safety: Aboriginal and Torres Strait Islander cultural safety training
- Language access: Professional interpreters for non-English speakers
- Feedback loop: Close the loop — tell patients what changed based on feedback
Frequently Asked Questions
- What are PREMs and PROMs?
- PREMs (Patient Reported Experience Measures) measure patient experience of care — communication, wait times, environment, dignity. PROMs (Patient Reported Outcome Measures) measure health outcomes from the patient's perspective — pain, function, quality of life. Both are increasingly used in Australian hospitals for quality improvement and reporting. ACSQHC promotes PREMs and PROMs collection.
- What does NSQHS Standard 2 require?
- NSQHS Standard 2 (Partnering with Consumers) requires hospitals to: 1) Have consumer partnerships in governance, 2. Support patients to be partners in their care, 3. Inform patients about their healthcare rights (Australian Charter of Healthcare Rights), 4. Share decision-making, 5. Use feedback for improvement. Hospitals must have consumer representatives on committees.
- How do Australian hospitals measure patient satisfaction?
- Australian hospitals measure satisfaction through: 1) Press Ganey surveys (private hospitals), 2. Victorian Healthcare Experience Survey (VHES — Victoria), 3. NSW Patient Survey (Bureau of Health Information), 4. Patient stories and complaints, 5. Real-time feedback kiosks, 6. Social media monitoring. Results are publicly reported and used for quality improvement.