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Patient Experience Survey

Medibank members who have had an overnight stay in hospital may receive a survey from us to help to better understand what they liked and disliked about their experience in hospital. Around 30% of members who have received this survey have completed it and told us about their experiences. This means that we have survey responses from over 30,000 members who’ve stayed overnight in an Australian private or public hospital.

Your care from nurses

1. During this stay at the hospital, how often did nurses treat you with courtesy and respect?

  • Never
  • Sometimes
  • Usually
  • Always

2. During this stay at the hospital, how often did nurses listen carefully to you?

  • Never
  • Sometimes
  • Usually
  • Always

3. During this stay at the hospital, how often did nurses explain things in a way you could understand?

  • Never
  • Sometimes
  • Usually
  • Always

4. During this stay at the hospital, after you pressed the call button, how often did you get help as soon as you wanted it?

  • Never
  • Sometimes
  • Usually
  • Always
  • I never pressed the call button

Your care from doctors

5. During this stay at the hospital, how often did doctors treat you with courtesy and respect?

  • Never
  • Sometimes
  • Usually
  • Always

6. During this stay at the hospital, how often did doctors listen carefully to you?

  • Never
  • Sometimes
  • Usually
  • Always

7. During this stay at the hospital, how often did doctors explain things in a way you could understand?

  • Never
  • Sometimes
  • Usually
  • Always

The hospital environment

8. During this stay at the hospital, how often were your room and bathroom kept clean?

  • Never
  • Sometimes
  • Usually
  • Always

9. During this stay at the hospital, how often was the area around your room quiet at night?

  • Never
  • Sometimes
  • Usually
  • Always

Your experiences in this hospital

10. During this stay at the hospital, did you need help from nurses or other hospital staff in getting to the bathroom or in using a bedpan?

  • Yes
  • No

11. How often did you get help in getting to the bathroom or in using a bedpan as soon as you wanted?

  • Never
  • Sometimes
  • Usually
  • Always

12. During this stay at the hospital, did you need medicine for pain?

  • Yes
  • No

13. During this stay at the hospital, how often was your pain well controlled?

  • Never
  • Sometimes
  • Usually
  • Always

14. During this stay at the hospital, how often did the hospital staff do everything they could to help you with your pain?

  • Never
  • Sometimes
  • Usually
  • Always

15. During this stay at the hospital, were you given any medicine that you had not taken before?

  • Yes
  • No

16. Before giving you any new medicine, how often did hospital staff at the hospital tell you what the medicine was for?

  • Never
  • Sometimes
  • Usually
  • Always

17. Before giving you any new medicine, how often did hospital staff at the hospital describe possible side effects in a way you could understand?

  • Never
  • Sometimes
  • Usually
  • Always

When you left the hospital

18. After you left the hospital, did you go directly to your own home, to someone else’s home, or to another health facility?

  • Own home
  • Someone else’s home
  • Another health facility

19. During this stay at the hospital, did doctors, nurses or other hospital staff talk with you about whether you would have the help you needed when you left the hospital?

  • Yes
  • No

20. During this stay at the hospital, did you get information in writing about what symptoms or health problems to look out for after you left the hospital?

  • Yes
  • No

Overall rating of hospital

Please answer the following questions about your stay at the hospital named on the cover letter. Do not include any other hospital stays in your answers.

21. Using any number from 0 to 10, where 0 is the worst hospital possible and 10 is the best hospital possible, what number would you use to rate this hospital?

  • 0 Worst hospital possible
  • 1
  • 2
  • 3
  • 4
  • 5
  • 6
  • 7
  • 8
  • 9
  • 10 Best hospital possible

22. Would you recommend this hospital to your friends and family?

  • Definitely no
  • Probably no
  • Probably yes
  • Definitely yes

Understanding your care when you left the hospital

23. During this stay at the hospital, staff took my preferences and those of my family or caregiver into account in deciding what my health care needs would be when I left.

  • Strongly disagree
  • Disagree
  • Agree
  • Strongly agree

24. When I left the hospital, I had a good understanding of the things I was responsible for in managing my health.

  • Strongly disagree
  • Disagree
  • Agree
  • Strongly agree

25. When I left the hospital, I clearly understood the purpose for taking each of my medications.

  • Strongly disagree
  • Disagree
  • Agree
  • Strongly agree
  • I was not given any medication when I left the hospital

About you

26. During this stay at the hospital, were you admitted to the hospital through the Emergency Room?

  • Yes
  • No

27. In general, how would you rate your overall health?

  • Excellent
  • Very good
  • Good
  • Fair
  • Poor

28. In general, how would you rate your overall mental or emotional health?

  • Excellent
  • Very good
  • Good
  • Fair
  • Poor

29. What is the highest grade or level of school that you have completed?

  • No formal schooling
  • Primary school
  • Secondary education (secondary school/technical school year 7-10)
  • Vocational training/trade certificate (TAFE/VET)
  • Higher school certificate (HSC/VCE) or higher levels of technical school
  • Diploma and advanced diploma
  • Bachelor degree
  • Graduate Diploma and Graduate Certificate
  • Postgraduate degree

30. Are you of Aboriginal origin, Torres Strait islander or both?

  • Aboriginal origin
  • Torres Strait Islander
  • Both
  • None of the above

31. What language do you mainly speak at home?

  • English
  • Mandarin
  • Italian
  • Arabic
  • Cantonese
  • Greek
  • Vietnamese
  • Spanish
  • Hindi
  • Tagalog
  • Other language

The Care Transitions Measure (CTM) is © Eric A. Coleman, MD, MPH all rights reserved www.caretransitions.org.

The remaining questions are based on the HCAHPS survey.

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