Patient experience

We work together with patients, families and carers to deliver care that creates exceptional experiences and outstanding outcomes


Exceptional experience, outstanding outcomes.


To provide compassionate, respectful and relationship centered care that meets the needs of our diverse community Our Service Promise is to create a welcoming, healing, caring, safe, and professional environment for our patients, their families, visitors and each other.

Key Messages

  • We work together with patients, families and carers to deliver care that creates exceptional experiences and outstanding outcomes
  • We empower our community to positively influence the way we work
  • We partner with you to deliver the care and treatment that best suits your needs
  • Our patient experience is underpinned by the way we provide care, comfort and communication

Eight dimensions of person-centered care

Foundational research by the Picker Institute and Harvard Medical School identified eight dimensions of person centered care

Access to care

  • Patients have a basic need to know they can access the care they require as they require it; these include a user-friendly appointment schedule with referral to specialists as required and also clear easy to understand information regarding the process of referral and waiting times expected.
  • Where appropriate, support is provided to assist people who need to travel to receive ongoing health services.
  • Staff ensures efficient use of service and timely discharge process to enable access for others.
  • Access to care is one of the fundamental rights listed in in the Australian Charter of healthcare Rights.

Physical comfort

  • The patient and family level of comfort during their admission has a very strong influence on their perception of their admission.
  • Ensure pain management is treated as a priority.
  • Assistance with daily cares-as required is given in a respectful manner.
  • Surroundings are clean; meals are nutritionally based and appetising.
  • The overall health service is perceived as a supportive and safe environment.

Involvement of family/carers

  • Patients are often very aware and concerned regarding the impact of their hospitalisation on their family and loved ones.
  • Awareness and acknowledgement of this by staff and ensuring communication and support to the family/friends during the admission and into the discharge process has a marked effect on the patient’s experience.

Continuity and transition

  • There is often great anxiety for the patient in preparing for discharge or transfer. This requires the health service to provide understandable, detailed information around follow up appointments and investigative requirements, care services required at home, medication regime, dietary needs and contact details/process for any issues arising after discharge.
  • Emotional support and alleviation of fear and anxiety:
  • Fear and anxiety associated with illness can be as debilitating as any physical effect and have a strong effect of the patient’s experience.
  • Focusing on empathetic response and clear communication during key high stress moments e.g. discussion of prognosis and treatment options, time of admission and discharge planning, can help alleviate anxiety, build trust and improve the patient’s ability to understand important information for their care.

Information and education

  • All Information to the patient and their family needs to be communicated clearly in language understandable to the person involved.
  • The use of a translation service is encouraged as appropriate to the situation, particularly in times where key information needs to be imparted to allow the patient to be involved in decision making around their care.
  • Ensure patient’s family/carers are present if desired by patient to provide personal support at times of key discussion regarding decisions in treatment plan.
  • A key element in communication is to check back the patients understanding of what has been said to ensure there is no misunderstanding or lingering uncertainty about the decision made.
  • Open Disclosure process is clear and available for times of adverse outcome.

Coordination in integration of care

  • To obtain good health outcomes it is important for Patients to participate in decisions about their care and health needs. It is also one of the fundamental rights listed in in the Australian Charter of healthcare Rights.
  • Patient’s report feeling vulnerable in the face of illness. This can be addressed by ensuring the patient is informed and involved in all discussions regarding the coordination of their care or is supported by a family member or carer during these discussions and so feels empowered to participate in their own care management.

Respect for patient’s values, preferences and expressed needs

  • Respecting a person is to see the person in the patient at all times and at all points of care.
  • Recognising in a non-judgemental manner the individuality of each patient also identifies how best to tailor their care based on the patients particular values and preference and strongly influences their experience.
  • Respect is not a one size fits all approach to care.
  • Respect is one of the fundamental rights listed in in the Australian Charter of healthcare Rights.

What Matters to our Patients, Families, and Carers?

What do our patients tell us?

Our diverse data sources paint a clear and comprehensive picture of what our patients want and need:


Expressing empathy and compassion while establishing a personal connection with patients.


A healing environment, nutritious meals, cleanliness, adequate equipment and amenities.

Patient experience scores

The Victorian healthcare Experience Survey (VHES) is a statewide survey which documents patients’ views of their hospital experience. It is conducted by an independent contractor the Ipsos Social Research Institute.

Results: Monash Health by Patient Category

The Table below shows that 87% of respondents who received services from Monash Health (MH) between April and June 2017 (Q4) rated their overall hospital experience as either ‘very good’ or ‘good’. The State Q4 is the average scores for similar health services.

2016-2017State Q4%MH Q4 Apr-Jun 17MH Q3 Jan-Mar 17MH Q2 Oct-Dec 16MH Q1 Jul-Sept 16
Overall MH9087878882
Adult Inpatient9393868984
Adult Emergency8682788278
Paediatric Inpatient9492949488
Paediatric Emergency8980838687

Action taken in response to feedback

We have formed service-wide working groups to help address issues arising from our various forms of feedback. This group then reports to the Partnering with Consumers Committee .

Improvement Initiatives

  • Reward and Recognition – Thank You Cards
  • Discharge Passports
  • Communication Boards
  • Patient Orientation Handbooks
  • Customer Service Training
  • Refurbishment of ED waiting area at Dandenong
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