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The Mater hospital is committed to our Inspired to Care framework of ensuring our patients and their loved ones feel welcomed, valued and safe.
To ensure we are meeting expectations we conduct a Net Promoter Score survey
for all our patients who are aged over 18 years of age and admitted overnight. The survey is sent via SMS once the patient is discharged. The survey identify’s our patient experiences and any areas needing improvement. Our Net Promoter Scores are updated Monthly.
Our hospital wide Net Promoter Score for October 2019 is 82.
Patients are asked:
1.How likely are you to recommend the Mater Hospital to your friends and family? (Rating 0-10)
2.What is the most important reason for your score?
How is the Net Promoter Score Calculated?
Responses are grouped into three categories:
a score of 9 or 10
a score of 7 or 8
a score of 0 to 6
The Net Promoter score is calculated by subtracting the percentage of Detractors from the percentage of Promoters.
The final score can range anywhere from -100 ( if every patient is a Detractor) to 100 (if every patients is a Promoter).
Results greater than 70 reflect an 'Excellent' patient experience.
In addition, we work with Insync to survey our patients in more detail twice yearly and this allows us to benchmark ourselves with key performance indicators against local and overseas hospitals. The Insync surveys are randomly sent to patients.
How to make a complaint
If you or your family have any concerns during your stay, please direct them to the staff caring for you, the Nurse Unit Manager or Patient Advocate Services (dial 7391), so that the issues can be addressed immediately.
If you feel your complaint has not been adequately resolved you can contact the Director of Clinical Services or the Chief Executive Officer by phone (dial 9) or in writing, Mater Hospital, PO Box 958, North Sydney 2059.
Further review & investigations about complaints
The NSW Health Care Complaints Commission (HCCC) acts in the public interest by receiving, reviewing and investigating complaints about health care in NSW. The HCCC provides direct assistance to people through a telephone inquiry service Ph: 1800 043 159. Callers are advised about the options available to resolve their concerns and how to make a complaint to the HCCC.