Donvale Rehabilitation Hospital
Part of Ramsay Health Care


Donvale’s External Patient Satisfaction Survey Results

May 17, 2018

Donvale Rehabilitation Hospital has received its ‘external patient satisfaction survey’ results.

AON Hewitt – a global leader in business and management consulting – conducted the survey of 174 patients in late 2017, benchmarking Donvale against a range of Australian private and public hospitals.

The purpose of the patient survey is to gather and interpret patient feedback, and formulate ways to enhance the patient experience.

Patients were asked a range of questions relating to the quality of care they received at Donvale. Patients were provided with an accompanying 1 to 10 scale to indicate how strongly they felt about different aspects of their experience.

One such inquiry gauged how likely patients were to recommend Donvale to a family member or friend on a scale of 0 to 10. The results showed that 82% of Donvale patients surveyed rated this at between 9 or 10/10. For comparison, the nationwide average for this is 31%.

Furthermore, on the same 0-10 scale, 87% of patients rated themselves as being 9 or 10/10 likely to choose Donvale again in the future should they require care. This compares to the nationwide average of only 35%. Additionally, 83% of patients surveyed rated the overall patient care experience at Donvale as 9 or 10/10. This compares favourably against the nationwide average of 32%.

Another key performance measure known as the ‘Net Promotor Score’ (NPS) was assessed. This calculates the willingness of patients to recommend the healthcare facility to others on a 200 point scale, ranging from -100 to +100. As an example, a +50 on this scale is considered excellent. Donvale has rated as a +79, putting the hospital in the ‘High Performance Zone’.

Carol Lerk, Donvale’s Quality and Risk Manager was delighted with the outcome. Speaking about the results, Carol stated “the outstanding results are a reflection of the special culture that patients feel when they come to Donvale. The positive response is a tribute to the team of committed staff that continuously go the extra mile to make a difference every day for their patients”

With several quality initiatives currently underway, the focus on further improvement of the service continues. Carol explained that “the feedback in the patient survey provides a clear patient perspective on ways to improve the service,” adding “while Donvale celebrates this success, we are also busy working on further opportunities for improvement”.

The data collection is another example of Donvale’s commitment to quality. These surveys are undertaken periodically to ensure Donvale remains informed of different ways to continuously improve the patient experience.