The VHES records the healthcare experiences of patients across Victoria’s public health services, covering everything from patient/service communication to their impressions of safety and quality of the services provided. This feedback is reported to health services, as well as the Department of Health (the Department) and Safer Care Victoria (SCV). 

Now collected digitally, the program allows for near real time reporting of results, benchmarking with peer health services and supports collaboration and quality improvement initiatives that promote a patient-centred approach to healthcare delivery. 

VHES Administrator 

Following an extensive procurement process which concluded in June 2021, Ipsos Public Affairs (Ipsos) has been contracted as the administrator of the VHES program until 2024. Ipsos will undertake data collection, analysis, reporting and other support activities for the VHES program on behalf of VAHI. 

Ipsos has administered the VHES program under the previous agreement since 2014 and is the previous administrator of the Your Experience of Service and Carer Experience of Service Mental Health Client surveys, which moved into the VHES program from 2021–22.