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Posted on 06 Aug 2019

VAHI has begun looking for a provider to administer the Victorian Healthcare Experience Survey (VHES) program from 2020 onwards. The end of the current contract in June 2020 presents an opportunity to put in place new arrangements with a focus on improving the program.

Reforms to the VHES program will make it easier for health services to use the survey findings to drive quality and safety improvements. The following reform areas were identified through consultation with our stakeholders in 2018:

  • Improvements to survey instruments including an increased focus on aspects of patient experience that matter most to patients.
  • Approaches to increase patient participation, particularly from under-represented populations such as culturally and linguistically diverse communities, to see more meaningful results.
  • Strategies to decrease the lag between data collection and reporting, to make results timelier and more actionable.

The Victorian Healthcare Experience Survey (VHES) program

The VHES program has been in operation since 2014, and VAHI assumed responsibility for it in 2017. The program surveys recent users of Victorian public health services to collect patient experience information. This includes ongoing surveys for adult in-patient, emergency department and maternity services, and annual surveys for paediatric in-patient and emergency services, specialist clinics, community health, ambulance services and palliative care services.

Over 320,000 people have completed VHES questionnaires since the program commenced. The purpose is to measure, monitor and report patient experience to support a patient-centred approach to healthcare delivery. Survey findings allow comparisons of experience of care at a state, health service or campus level.


Last month, VAHI released an expression of interest (EOI) for the provision and operation of the program, beginning the two-stage procurement process to appoint a service provider.  The EOI is looking for proposals to improve the current program, as well as ideas and innovations to address the reforms that we have identified.

Throughout the procurement process, VAHI will be getting input from end-users of the program including representatives of metropolitan and regional health services, the Department of Health and Human Services (the Department) and Safer Care Victoria. Our advisory groups will also include consumer representatives.

VAHI plans to conduct a targeted Request for Tender (RFT) in December 2019 with successful providers from the EOI stage. 

We expect to complete the tender process and appoint a new provider by March 2020. We hope to begin implementing the program reforms in 2021.

If you have any questions about the process, please contact Anna Ezzy, Manager, Patient Experience and Outcomes, via

Page last updated: 07 Aug 2019