Making you safer in hospital

Medibank Private is constantly working towards helping Australians have a safer hospital experience and better health outcomes. See how Medibank is seeking to better support our members before, during and after a hospital stay.

Listening to our members

Medibank Private, in conjunction with a market research firm, IPSOS, has commenced regular surveying of members who have had an overnight admission at a Members' Choice hospital. The Medibank Private Member Hospital Experience Survey provides valuable insights into members' hospital admissions, including satisfaction levels with treatment, the physical environment, communication, staffing, and admission and discharge processes.

What were the key findings?

The most recent survey found that our members are highly satisfied with the performance of our Members' Choice Hospitals, in particular the skills and knowledge of clinical staff, including nurses, doctors and specialists. The skills and knowledge of doctors were especially highly rated, with 96% of members rating them 'good' or 'better'. Similarly, the skills and attitude of nurses were highly regarded, with 91% of members satisfied with the care provided. Overall it appears that private hospitals are getting things right in the eyes of members.

What is happening as a result of the findings?

In completing the survey, members are indicating the areas of care and service provision that are of most importance to them and where their needs are not being met. Members' Choice Hospitals receive a comprehensive report of how they fared in the survey and the areas where they are both exceeding members' expectations and where they could do better.

Our Members' Choice Hospitals have responded positively to the survey results and have informed Medibank Private of the strategies they have implemented or planned to address the issues and concerns that members have raised.

 

Supporting you in hospital

Medibank Support Representatives assist members with their health cover during a hospital stay at selected Members’ Choice hospitals. After all, when our members are in hospital, getting better should be their only concern.

Our staff have personally assisted over 19,000 members to get the most out of their health cover by providing information about things including:

  • benefits that are payable under their cover
  • claiming procedures
  • waiting periods
  • adding newborns onto memberships
  • assisting members to access Medibank’s betterhealth programs
  • out-of-pocket expenses.

The Medibank Support Service is currently available in the following Members’ Choice hospitals:

Victoria

  • Epworth Freemasons (Obstetrics only), East Melbourne
  • Epworth, Richmond
  • Mercy Private Hospital, Fitzroy
  • St Vincent’s Private Hospital, Fitzroy

Western Australia

  • Bethesda Hospital, Claremont
  • Mercy Hospital - Mt Lawley, Mt Lawley
  • St John of God Hospital, Subiaco

Queensland

  • Greenslopes Private Hospital, Greenslopes
  • Holy Spirit Northside Private Hospital, Chermside
  • John Flynn Gold Coast Private Hospital, Tugun
  • Mater Misericordiae Women’s and Children’s Private, South Brisbane
  • Mater Private Hospital – Redland, Cleveland
  • Mater Private Hospital, South Brisbane
  • North West Brisbane Private, Everton Park
  • Pindara Private Hospital, Benowa
  • St Andrew’s Hospital, Brisbane
  • St Andrew’s Hospital, Ipswich
  • St Andrew’s Toowoomba Hospital, Rockville
  • St Vincent’s Hospital Toowoomba, Toowoomba
  • The Wesley Hospital, Auchenflower

For more information, download the Medibank Support Service brochure

 

SpeakUP for better, safer healthcare

Medibank Private encourages members to seek out information about their healthcare so that they can make informed decisions about their health.

To assist you in this process we have created SpeakUp, a set of guides with simple advice on how to make your healthcare a good experience. As a patient, you can make your care safer by being active, involved and informed.

Download a SpeakUp guide for safer healthcare:

Before you go to hospital, read the following checklists so you’re prepared and know what to expect.

About to go to hospital? Know what you're up for

Safer health care: Just a matter of asking for it

 

Improving safety across Australia

As part of our commitment to safer healthcare for all Australians, Medibank Private has allocated $1.9 million to 74 quality and safety research projects in our Members’ Choice hospitals over the last two years. This funding has supported the development of new approaches to critical issues for patients, including new advances in medication management, infection control and preventing venous thrombosis. Results from these innovative projects are communicated across the healthcare industry, helping all Australians to be safer in hospital.

View a Summary of these Medibank Private Safety and Clinical Improvement Incentive Pool Results:

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