Patient satisfaction

Feedback from patients and their families is important to us because it helps us understand what we do well and where we can improve. A useful way of assessing patients’ opinions of their hospital experience is the net promoter score (NPS).

The NPS asks patients how likely they would be to recommend the hospital to others on a scale from 1-10. Responses are categorised as positive, neutral or negative. By comparing the percentage of positive to the percentage of negative responses, we derive the NPS.

A higher score is better as it indicates a greater proportion of positive responses.

A score between 70 and 100 indicates the health service or hospital is world-class, a score between 50 and 70 is excellent, a score between zero and 50 is good and a score below zero indicates improvement is needed.

This data shows that the WA community would recommend their hospital to their friends of family and have classed their hospital experience as excellent.

About the data

We obtain this information from surveys sent to patients following their hospital stay.

The chart shows the statewide NPS for each financial year.

The data includes results for all participating patients who were admitted to a public hospital, for any duration and any reason.