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Measuring patient experience

Consistent and routine measurement of the patient experience is important because patients can offer a unique perspective on the quality of health care. Health service organisations can identify specific areas for improvement from patient views.

The Commission developed the Australian Hospital Patient Experience Question Set (AHPEQS) to assess patient experience in Australian health service organisations. AHPEQS is a non-proprietary, short and generic 12-question survey instrument that assesses core aspects of patient experience, without placing undue time burdens on the consumer. The questions address issues that are meaningful to Australian patients regardless of their health condition, type of care or treatment setting.

In 2019–20, the Commission developed several resources to support the implementation of AHPEQS. AHPEQS is now available in 20 languages, braille, large text and Easy English. These resources will help health services to collect patient experience information from a broader range of patients to improve person-centred care.

The Commission will continue to support the implementation of AHPEQS and its expanded use in different patient cohorts.