Table 5 Examples of routinely-collected consumer data

Satisfaction surveys

The Victorian Patient Satisfaction Monitor (VPSM) is a state-wide survey that selects respondents at random; users are sent a unique ID to complete the survey by invitation only.

The Victorian Healthcare Experience Survey (VHES) is a state-wide survey that allows a wide range of people to provide feedback on their experiences and features specialised questionnaires for adult and child inpatients and emergency department attendees, including parents/guardians, and maternity clients. Surveys are distributed in the month following the admission or attendance. People may respond either online or on paper with a freepost return. Surveys are available in English and a range of community languages.

Complaints, Compliments, Comments

Monash Health

Complaints, compliments and comments can be made by completing an online form, mailing a printable version of the form, or in person by phone. Complaints are dealt with by the Consumer Liaison Officer on each campus. Details are kept by the Quality Unit.

The Office of the Health Services Commissioner (OHSC)

Complainants can also correspond directly with the OHSC.

The OHSC’s role is to receive, investigate and resolve complaints from users of health services, to support healthcare services in providing quality healthcare and to assist them in resolving complaints. The legislation also requires that information gained from complaints be used to improve the standards of healthcare and prevent breaches of these standards.

This information was the subject of the first study of its kind in Australia in 2014 leading to recommendations for change. The report is available at http://docs.health.vic.gov.au/docs/doc/Study-of-people-lodging-a-complaint-with-the-Victorian-Health-Services-Commissioner

Other

Individual health services and state health departments conduct service reviews, audits and other studies that include patient and consumer information