Our Performance in Clinical Safety and Quality
RHC's performance in patient safety and quality care is the highest priority for us as an organisation. We use clinical and patient experience data to identify high performance, evaluate how reliable and consistent patient experiences are, to reduce unwarranted variation and to drive opportunities for improvement. We translate clinical data into current outcomes, trends over time and evaluate improvement opportunities. Most importantly we are transparent and strive to provide you the patient with the information you need to make an informed decision that is right for you.
In order to measure our performance and truly know how our performance translates to patient outcomes and experience we need to gather information from a range of sources. For example, we gather data from clinical incident reporting, clinical outcomes, audits, patient experience surveys, patient feedback, clinical registries and clinical indicator sets that compare standardised outcomes both internally and externally (benchmarking). Here at Ramsay Health Care we have robust processes to ensure clinical outcome data is reviewed in time frames relative to the risk, the greater the risk the more frequently and immediate our review. We have systems that ensure information is escalated to the highest level of the organisation if they pose an imminent risk to patients' safety. Otherwise we review clinical performance at monthly, quarterly and half yearly intervals. Here at RHC we also have systems to ensure patient outcome data is cascaded down to our frontline staff as well as escalated up to the highest levels of governance of the organisation
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Clinical Quality & Safety Results
Net Promoter Score
Ramsay Health Care is committed to providing excellent care and encourages patients to be proactive partners in this endeavour.
For this reason we conduct Net Promoter Score surveys among our patients to understand how well we are meeting expectations, and to identify any areas needing improvement. These surveys are independently conducted by a third party through our private medical surgical facilities in Australia and the results are published quarterly.
The Net Promoter Score (NPS) is an index ranging from -100 to 100 that measures the willingness of customers to recommend a company's products or services to others.
Please note: the presence of an asterisk (*) beside the Net Promoter Score indicates less than 25 surveys were returned during the reporting period, which reduces statistical relevance.
What does the survey ask?
Patients are asked:
Based on your recent experience, how likely are you to recommend us to your friends and family?
Depending on the rating (from 0 to 10), patients are asked to provide more information to explain their experience.
Calculating the Net Promoter Score
Respondents are grouped into three categories:
- Promoters: a score of 9 to 10
- Passive: a score of 7 or 8
- Detractors: a score of 0 to 6
The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The final
score can range from -100 (if every patient is a Detractor) to 100 (if every patient is a Promoter)
Initiatives to improve your care
An initiative that allows patients, their relatives, or carers, to call for rapid assistance when they believe something is ‘not right’ with the clinical condition of the patient.
An evidence-based framework which escalates awareness of patient safety and encourages staff to challenge potentially risky behaviour.