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Patient experience

By continually monitoring patient experience, via our surveys and other feedback, we can provide better services and care tailored to our patients' needs and expectations.

In accordance with the National Safety and Quality Health Service Standard 2: Partnering with Consumersthe contents of this page have been reviewed by Healthe Care Australia Consumer Advisory Committees at Hurstville Private Hospital

We encourage all of our patients to engage with their care providers and voice any concerns arising during your stay with us, so any issues may be resolved as soon as possible. See our Patient Feedback page.

We also engage an independent company to carry out Patient Reported Experience Measures (PREMs) surveys for the majority of patients 10 – 15 days post discharge. This survey is conducted electronically, or in hard copy (in some circumstances).

From January to June 2018 over 3,900 patients were invited to complete their survey, with an overall response rate of 34%.

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Net Promoter Score (NPS)

Willingness to recommend Hurstville Private Hospital

The Net Promoter Score (NPS) is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company's products or services to others. 

It is calculated as the difference between the percentage of Promoters and Detractors, and used as a proxy for gauging the customer's overall satisfaction with a company's product or service, and the customer's loyalty to the brand.

Hurstville Private achieved a NPS of + 78 in January - June 2018.




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Would you recommend us to a relative or friend?

Hurstville Private Hospital

We recognise that the best compliment for any business is a recommendation from a family member or friend.  One of the most important questions we ask our patients is “would you recommend the hospital to a relative or friend?” 

At Hurstville Private Hospital 85 %  of patients surveyed in January to June  2018 would recommend Hurstville Private to a friend or relative. 

The graph below shows our hospital responses as a percentage for each month.




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Domains of Care

Hurstville Private Hospital scores out of 10 for each of the six domains of care

At Hurstville Private we monitor 6 domains to provide us with information to improve our care and services to you. These are:

1.     Communication: How well we communicated between health care providers and you/your family or carer

2.     Coordination: How well we coordinated our care and services with you/your family or carer

3.     Cleanliness and Safety: Rating your room and the facilities in general

4.     Involvement: How involved you/your family or carer were in the care provided

5.     Caring for You: How well we cared for you

6.     Physical Needs: How well we catered for your physical needs