Quality
Mulgrave Private recognises that the safety and quality of healthcare is important to our patients, their carers, health care providers and the general community.
Quality Framework
We strive to deliver safe environments and systems of work to support our healthcare professionals in providing the safest possible care. We achieve this through a strong clinical governance framework.
Clinical Governance
Clinical Governance is the system by which Healthe Care, our managers and clinicians share responsibility and are held accountable for patient safety, minimising risks to consumers and for improving the quality of clinical care.
We actively seek patient/consumer feedback and participation, to assist us to continually improve our services.
The framework structure consists of key organisational elements to effectively improve the quality of healthcare we deliver:
- Governance, leadership and culture
- Community and consumer involvement
- Competence and education
- Information/knowledge management and reporting
Accreditation
Accreditation is an important part of our safety and quality improvement plans.
Healthe Care hospitals are fully accredited by the Australian Council of Healthcare Standards (ACHS).
The accreditation process measures our hospitals' performance against the National Safety and Quality Health Service Standards (NSQHS) established by the Australian Commission on Safety and Quality in Healthcare (ACSQHC).
The NSQHS is the benchmark that all public and private hospitals across Australia must meet to maintain their accreditation status.
Clinical Indicators
As part of the Healthe Care group, Mulgrave Private participates in the Australian Council of Healthcare Standards (ACHS) Clinical Indicators Program. This program encompasses a range of measures focusing on the outcomes of our patient care.
The ACHS provides each hospital with a report on their individual performance, along with a comparison against each individual measure with relevant industry benchmarks.
How does Mulgrave Private compare?
Unplanned Re-admission
Mulgrave Private's rate is better than the industry average.
Mulgrave Private's rate (0.512%) is better than the Industry Average (0.526%).
Unplanned Return to Theatre
Mulgrave Private's rate is slightly higher than the industry average.
Mulgrave Private's rate (0.20%) is slightly higher than the Industry Average (0.172%).
Inpatient Fall Resulting in Significant Injury
Mulgrave Private's rate is better than the industry average.
Inpatient Develops Pressure Injury
Mulgrave Private's rate is slightly higher than the industry average.
Mulgrave Private's rate (0.025%) is slightly higher than the Industry Average (0.016%).
Adverse Blood Transfusion Events
Mulgrave Private's rate is better than the industry average.
Mulgrave Private's rate (0.00%) is better than the Industry Average (0.135%).
Staph Aureus Bacteraemia
Mulgrave Private's rate is better than the industry average.
Mulgrave Private's rate (0.45%) is better than the Industry Average (1.00%).
Hand Hygiene
Mulgrave Private's compliance is better than the industry average.
Mulgrave Private's compliance (81.6%) is better than the Industry Average (80.7%).
Patient Experience
By continually monitoring patient experience, via our surveys and other feedback, we can provide better services and care tailored to our patients' needs and expectations.
We encourage all of our patients to engage with their care providers and voice any concerns arising during your stay with us, so any issues may be resolved as soon as possible. See our Patient Feedback page.
We also engage an independent company to carry out Patient Reported Experience Measures (PREMs) surveys for the majority of patients 10 – 15 days post discharge.
Net Promoter Score (NPS)
Willingness to recommend Mulgrave Private Hospital
The Net Promoter Score (NPS) is an index ranging from -100 to +100 that measures the willingness of customers to recommend a company's products or services to others. It is calculated as the difference between the percentage of Promoters and Detractors, and used as a proxy for gauging the customer's overall satisfaction with a company's product or service, and the customer's loyalty to the brand.
A result above +70 is considered Excellent. Mulgrave Private achieved a Net Promoter Score of +71 for January to December 2024.
Would you recommend us to a relative or friend?
We recognise that the best compliment for any business is a recommendation from a family member or friend. One of the most important questions we ask our patients is “would you recommend the hospital to a relative or friend?”
At Mulgrave Private, 79% of patients surveyed in January to December 2024 would recommend our site to a friend or relative.
Domains of Care
At Mulgrave Private, we monitor six domains to provide us with information to improve our care and services to you. These are:
- Communication: How well we communicated between health care providers and you/your family or carer
- Coordination: How well we coordinated our care and services with you/your family or carer
- Cleanliness and Safety: Rating your room and the facilities in general
- Involvement: How involved you/your family or carer were in the care provided
- Caring for You: How well we cared for you
- Physical Needs: How well we catered for your physical needs
Open Disclosure
At Mulgrave Private, we strive to provide high quality and safe care for every patient. At times, however, things may go wrong and you may experience an unexpected adverse outcome, an 'adverse event'.
If this happens, you can expect to have an open discussion with the treating team, your family members and/or carer(s) about:
- What happened?
- What is being done about it?
- The steps we are taking to prevent it from happening again
Open disclosure is the name given to this communication process.
Please refer to the Open Disclosure Policy and the Patient Information brochure for more information.