This report has been developed to inform the Victorian community about adults’ experiences of emergency care in Victoria. In the report, results are contained for services from an emergency ambulance or emergency care from public emergency departments across Victoria.

The information in this report is from two Victorian Healthcare Experience Surveys conducted by VAHI, adult emergency ambulance services and adult public emergency department services.

Introduction

In 2015, there was an independent review of the Victorian healthcare system’s quality and safety. The review findings were published in the 2016 report, Targeting zero. The report stated that people who had a good experience of the healthcare system

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Experiences of ambulance care

In 2018–19, 5,474 Victorians completed a survey about how they experienced ambulance care. The survey asks patients to rate their overall experience of using an ambulance service.

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Experiences of emergency department care

In 2018–19, 10,020 adult Victorian patients completed a survey about how they experienced emergency department care. The survey asks patients to rate their overall experience of using an emergency department.

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Key findings

The survey has 83 questions. People can complete a paper-based or online survey. Read more about key findings.

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About the surveys

VHES asks patients about their recent experiences receiving care in the Victorian public health system. Health services use results from these surveys to improve patients’ experiences.

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Download report

These reports help health services to understand how they are going and where they can improve.

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