How did Medibank get this information?
We began surveying our members in November 2016, about their experiences when staying overnight in hospital. Medibank members receive this survey via email 45 days after their discharge from hospital. We have based our survey on the Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) survey which has been rigorously tested, scientifically reviewed and used internationally.
This survey collects feedback from patients over a range of categories, including communication and engagement, care in hospital, hospital environment, going home, and how likely they would be to recommend this hospital to their family and friends, as well as providing an overall rating of their experience in that hospital out of 10.