Victorian Healthcare Experience Survey (VHES)

Connect Health & Community has received feedback from our clients about their experiences with us at the end of last year as part of the Victorian Healthcare Experience Survey.

Throughout October, November and December, our clients were asked to provide feedback on their experiences as part of the annual survey that is conducted across similar healthcare organisations in Victoria. 

The survey helps us understand how we are going in supporting our clients and gives us valuable information about how we compare with other organisations.

The feedback we received lets us know what we are doing well and where we can improve.

While the number of clients who participated in the survey was impacted by the pandemic, overall results show that we compare well with our peers in the delivery of services.

Compared to the average of all healthcare organisations, Connect Health & Community was better than average (at 90.5%) to the overall question of being “definitely helpful for patients health and wellbeing”.

We were also above average with a 92% positive response rate to the statement of “staff always explain things in a way that was understood.”

Pleasingly, we received 100% positive response to the questions, “We were never treated unfairly” and “always felt treated with respect and dignity.”

Opportunities for improvement included areas of communicating with our clients before appointments and working with them to set health and wellbeing goals.

For the first time, this year’s survey included children, and it was great to see overwhelmingly positive feedback from them on the quality of care and communication they received.

We will now work to improve some of the areas identified, as well as celebrate the work we have done well.