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Posted on 03 Mar 2020

VAHI is making improvements to the Victorian Healthcare Experience Survey (VHES) program to make it easier for Victorian public health services to use the survey findings to drive quality and safety improvements.

An approach to market for a survey administrator for the new program is currently underway and expected to conclude in July 2020. These improvements to the VHES program will be reflected in the new agreement with the appointed survey administrator. 

Data collection for the VHES program will be paused for six months, from July to December 2020, while VAHI establishes the new program with the successful vendor.  This is supported by Safer Care Victoria and the Department of Health and Human Services given some of the metrics for the VHES program are contained in the statement of priorities.

From January 2021, data collection will be entirely electronic. Patients will be invited to participate in the survey via SMS or email in the first instance, where these details are captured and provided by Victorian public health services. Patients without mobile numbers or email addresses will be invited to participate via a letter containing a QR code and link to the online survey. The transition to electronic-only data collection will enable results to be reported as patient responses are submitted, providing more timely feedback to Victorian public health services. 

Work is also underway to revise the VHES questionnaires, following feedback from Victorian public health services that there are too many questions in the current survey. Changes to the questionnaires will be informed through consultation with health services and consumers over the next few months. 

VAHI is continuing to seek input from end-users of the program during the approach to market, through the VHES Tender Advisory Group. The group includes representatives of metropolitan and regional health services, the Department of Health and Human Services (the Department) and Safer Care Victoria, as well as consumer representatives.

We look forward to sharing further updates as we complete the approach to market and implement these changes. If you have any questions about the tender process or the changes to the VHES program, please contact Anna Ezzy, Manager, Patient Experience and Outcomes, via

VAHI News VHES March

Page last updated: 03 Mar 2020