Objective and Aims of the VPSM

The objective:

• To provide regular ongoing monitoring and reporting of patient satisfaction with specific areas of care in Victorian public hospitals providing acute and sub-acute care.

The aims:

• Determine patient satisfaction with major aspects of service delivery
• Identify and report on the patient perceived strengths and weaknesses of the health care service provided
• Report the VPSM survey results to Victorian public hospitals to assist them to integrate patient understanding of good health care into services provided
• Establish benchmarks to allow hospitals to compare their survey results with those of like hospitals.

As detailed above, the VPSM reports Victorian public hospital patients’ assessment of their hospital stay. Analysis of the questionnaire responses identifies the areas that patients are most satisfied with and those they expect to improve. This information is used by hospitals to enhance services. 

The VPSM is not designed to assist with complaint resolution.  If a person wishes to make a complaint about their hospital stay, it is suggested that they contact the relevant hospital’s Patient Liaison Officer, Director of Nursing, or Quality Manager.  Alternatively, contact can be made with the Office of the Health Services Commissioner on (03) 8601 5200 or toll free on 1800 136 066. 

The principles underpinning the VPSM:

• Participation is voluntary
• Anonymity of respondents is guaranteed
• Confidentiality relating to information provided is assured.

The VPSM is conducted in accordance with:

• the Information Privacy Act 2000 (Victoria)
• the Health Records Act 2001 (Victoria).

This legislation makes it mandatory for a hospital to have a patient’s consent for the release of their contact details to a third party, in the case of the VPSM the third party being UltraFeedback.