19 if staff were willing to listen been audited to provide a The Victorian Patient – to health care problems. baseline for simplifying patient Satisfaction Monitor fact sheets, The Eye and Ear results were The Victorian Patient Satisfaction to remove medical jargon above average for similar Monitor monitors the level of and improve readability. hospitals. adult patient satisfaction with the The VPSM will be replaced by care and services provided by Consumers are also asked to the Victorian Health the public hospitals. state’s provide feedback on their Experience Measurement satisfaction with written Consumers are sent surveys Instrument. information about home following discharge from a management. VPSM data showed hospital. The consumer that the Eye and participation indicator asks Ear was above average for consumers: similar hospitals. A process is if they were given the – underway opportunity to ask questions to improve patient about the way staff information brochures. – involved them in decisions More than 290 pieces of patient information have
19 The Victorian Patient Satisfaction Monitor The Victorian Patient Satisfaction Monitor monitors the level of adult patient satisfaction with the care and services provided by the state’s public hospitals. Consumers are sent surveys following discharge from a hospital. The consumer participation indicator asks consumers: – if they were given the opportunity to ask questions – about the way staff involved them in decisions – if staff were willing to listen to health care problems. The Eye and Ear results were above average for similar hospitals. Consumers are also asked to provide feedback on their satisfaction with written information about home management. VPSM data showed that the Eye and Ear was above average for similar hospitals. A process is underway to improve patient information brochures. More than 290 pieces of patient information have been audited to provide a baseline for simplifying patient fact sheets, to remove medical jargon and improve readability. The VPSM will be replaced by the Victorian Health Experience Measurement Instrument.