HCF releases annual survey of members’ hospital experience

Sydney, 16 July 2015 - As part of its commitment to greater transparency in the delivery of health and medical services, Australia’s largest not-for-profit health insurer, HCF, has today released results of its latest survey on the hospital experiences of more than 12,000 of its members.

Continuing a practice of surveying patient satisfaction annually that started more than 20 years ago, HCF’s updated survey focusses on the top 100 hospitals by volume (84 – private; 16 – public) that HCF members attend each year. The primary aim of the survey is to drive improvements in hospital quality via member feedback.

• Hospital recommendation: more than 12,000 HCF members rated from 0 to 10 how likely they would be to recommend the hospital to a friend or colleague. 
  • The average score for all 100 hospitals was 8.7 out of 10 (Range: 6.8 to 9.5)
  • The average score for the 84 private hospitals was 8.9 out of 10 (Range: 8.2 to 9.5)
  • The average score for the 16 public hospitals was 7.7 out of 10 (Range: 6.8 to 8.9)
• Medical team recommendation: 12,000 HCF members also recorded the likelihood of their recommending the medical team that performed their procedure. 
  • The average recommendation score was 9.1 out of 10 (Range: 7.1 to 9.8)

Five new hospitals made their way onto the list of top ten highest scoring overnight hospitals, including Frances Perry House, Nowra Private Hospital and Mater Private Hospital (South Brisbane). Private hospitals consistently outperformed public hospitals on all fronts.

Mater’s Women’s & Children’s Private Health Services (QLD) and Lake Macquarie Private Hospital retained their first and second places respectively as the highest-scoring medical teams for overnight hospitals. Six new hospitals entered the top ten list in this category.

Southern Highlands Private Hospital (NSW), Frances Perry House, Mater Women’s & Children’s Private Health Services (QLD), and St Vincent’s Private Hospital, Lismore (NSW) ranked among the top 10 on both Hospital and Medical Team recommendation measures (see attachment for Top 10 highest-scoring hospitals and medical teams).

HCF Medical Director, Dr Andrew Cottrill, said: “The annual hospital experience survey is part of our commitment to ensure our members receive the best possible health service delivery and health outcomes. By providing this valuable member feedback and benchmarking the performance of hospitals it’s hoped HCF will encourage a greater level of transparency around hospital experience that will lead to improved health services delivery in the long-term.”