How does Cabrini improve its care and service?

Our mission is to provide excellence in all our services and to work to identify and meet unmet needs. We are committed to achieving 100 percent patient satisfaction and 100 percent safe care.

A feature of the NSQHS Standards (second edition) is to strengthen the roles of patients, carers and families as partners in their own care. It is recognised that patient involvement leads to a more positive experience and also enables high-quality health care and improved safety.

Feedback from patients, residents and their families gives us a valuable insight into the experience they have had with our services, staff and facilities, and the care received.

Feedback is captured in a variety of ways at Cabrini, including questionnaires, follow up phone calls, focus groups, formal complaints and via the Cabrini Compliments Suggestions Complaints form. Feedback is also received from Committees and members of the Patient and Family Register.

Cabrini services are monitored through a series of audits (or checks) designed to help identify risks to our patients. An annual audit program that supports the National Standards is managed by Cabrini Clinical Governance Unit. The range of audits have been developed to assess how well processes and services are delivered. By identifying and then taking steps to reduce or remove risks and making improvements, we can ensure the safest possible care. Specific services within Cabrini Health also conduct regular audits to ensure services are delivered as required.

Past patients and families completed an independent patient satisfaction survey (2018) which told us about their overall satisfaction with the services and care they received at our sites and services.

Recent (2018) results are displayed below:

Service

Likelihood of recommending to
family and friends
(likely or very likely)

Overall rating of care provided 
 or service received
(good or very good)

Cabrini Malvern

  Inpatient care

  Day oncology

  Emergency Dept

 

95.%

95%

93%

 

8.4/10

Cabrini Brighton

  Inpatient care

  Day oncology

 

96%

99%

 

9/10

Cabrini Rehabilitation

  Hopetoun 

  Glenhuntly

 

95%

93%

 

8/10

What can you do?

Your feedback is important to us. If you would like to send your compliments, offer suggestions to help us improve our service, or to make a complaint, please click here.