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Posted on 03 Nov 2021
Patient experience and outcomes

Data collection for the Victorian Healthcare Experience Survey (VHES) program has recommenced using the new Adult Inpatient, Adult Emergency and Maternity surveys.

The VHES program has also shifted to electronic data collection, meaning most surveys will be completed by the patient online. Over 40,000 consumers received an invitation to participate when the program restarted.

Program reforms 2021-22

The new VHES reporting portal has now gone live alongside the return of data collection and the shift to a digital collection model. The online collection model provides more timely feedback to health services, with responses uploaded daily into an improved interim results portal. This allows health services to view important patient feedback in near-real time.

The new reporting portal has a range of other new features including improved navigation, customisable dashboards, PDF exports and enhanced benchmarking and comparability tools. Final quarter one results will be released in December 2021.

Several other priority projects focused on increasing the utility of the VHES program for both Victorian public health services and consumers are also in development.

Our current focus is on increasing engagement of culturally diverse populations in the program. This project will include engagement with health services, other jurisdictions, and culturally diverse communities to understand the barriers and opportunities to increase engagement and representation within the VHES program. More information on this project will be communicated in the coming months.

What’s coming up?

The annual Community Health survey has also gone live alongside the Adult Inpatient, Adult Emergency and Maternity surveys. The Community Health survey seeks client feedback about their recent healthcare experience at a Victorian Community Health service, with responses used to evaluate and improve healthcare delivery.

Due to the impacts of COVID-19, the survey will take a hybrid methodology in 2021, including both hard-copy and electronic surveys. This hybrid methodology will ensure more clients have an opportunity to participate, whether they receive care face-to-face or via telehealth. Results from this survey will be published in February 2022.

Work is also underway to recommence other annual VHES surveys. The Mental Health Carer Experience of Service (CES) and Your Experience of Service (YES) survey will commence in February 2022, as well as the Planned and Emergency Ambulance Victoria Surveys. Further information will be provided to stakeholders regarding preparation activities for these surveys. 

If you have any questions about the program please contact Lauren Jordan, Manager, Consumer Experience at vhes@vahi.vic.gov.au

Page last updated: 03 Nov 2021