The Patient Experience

Listening to our patients, their families and their carers is one of the most important aspects of delivering high quality care.

Feedback from our patients helps to guide our decision making, and enable us to make changes and improvements to our services. Our patients should feel confident when visiting our hospitals and health services, knowing that their care and experience is our highest priority.

Measuring patient experience

Net Promoter Score

Net Promoter Score (NPS) is used to measure patient experience in our hospitals. The NPS is the percentage of patients who rate their likelihood to recommend our service to a friend or colleague as 9 or 10 ("promoters") minus the percentage who rate 6 or below ("detractors") on a scale from 0 to 10. Patients who provide a score of 7 or 8 are referred to as “passives” and are included the total number of respondents, thus decreasing the percentage of detractors and promoters and have the effect of pushing the score toward 0.

How do we measure up

The graph below shows the Net Promoter Scores for Royal Perth Hospital.

What the figures mean

A Net Promoter Score of higher than 70 is considered World Class and EMHS use this as the benchmark. A higher Net Promoter Score is desirable.

RPH has generally performed slightly below benchmark over the past 12 months. The impact of COVID on service delivery has impacted patient experience in the most recent months.