Quality of care report 2012/13

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Victorian Patient Satisfaction Monitor / Feedback


The Victorian Patient Satisfaction Monitor (VPSM) was designed to gather regular feedback from adult inpatients of Victorian public hospitals.

VPSM written reports are provided twice a year to all Victorian public hospitals. An independent contractor collects all data and writes all the reports. These reports are sent to the Victorian Department of Health and each Victorian public hospital every six months. At the time of writing this report, GV Health was yet to receive the VPSM report for 1 January 2013 to 30 June 2013.

VPSM data collection stopped in July 2013. The Victorian Department of Health is currently deciding on a new Victorian Health Experience Measurement Instrument. This will start at GV Health as soon as it is made available.

The GV Health report for the first half of this year (31 July 2012 to 31 December 2012) states that patients were very satisfied with most aspects of their stay at GV Health (either Shepparton, Tatura or Waranga).

GV Health obtained an Overall Care Index (OCI) of 77, easily meeting the Victorian Department of Health target of 73.

GV Health also met the Victorian Department of Health target for the Consumer Participation Indicator which is set at 75.

GV Health scored a Consumer Participation Indicator of 78.5.

The graph below shows that other Victorian public hospitals on average achieved better average OCI scores than GV Health. GV Health will continue to strive to improve the results in this area.

Comparison of overall care index from 2010
Please Note: 
You can hover over the graphs to review the specific data. 


Our especially high performing scores were in:

  • 'Courtesy of nurses'
  • 'Being treated with respect'
  • 'Courtesy of doctors' and
  • 'Personal safety'

These are key drivers for overall satisfaction and help GV Health obtain a reasonable Overall Care Index (OCI) of 77.0. The OCI recorded by GV Health in the last report was 74.1, so the last six months has seen some improvement.

The lowest scoring items, which are strongly related to overall satisfaction were:

  • Explanation of hospital routines and procedures
  • Explanation of side-effects of medicines
  • Amount of time given to plan going home

By targeting performance in these areas, GV Health hopes to increase the OCI result.