Think Quality Think Ramsay

Our Performance in Clinical Safety and Quality

RHC's performance in patient safety and quality care is the highest priority for us as an organisation. We use clinical and patient experience data to identify high performance, evaluate how reliable and consistent patient experiences are, to reduce unwarranted variation and to drive opportunities for improvement. We translate clinical data into current outcomes, trends over time and evaluate improvement opportunities. Most importantly we are transparent and strive to provide you the patient with the information you need to make an informed decision that is right for you.

In order to measure our performance and truly know how our performance translates to patient outcomes and experience we need to gather information from a range of sources. For example, we gather data from clinical incident reporting, clinical outcomes, audits, patient experience surveys, patient feedback, clinical registries and clinical indicator sets that compare standardised outcomes both internally and externally (benchmarking). Here at Ramsay Health Care we have robust processes to ensure clinical outcome data is reviewed in time frames relative to the risk, the greater the risk the more frequently and immediate our review. We have systems that ensure information is escalated to the highest level of the organisation if they pose an imminent risk to patients' safety. Otherwise we review clinical performance at monthly, quarterly and half yearly intervals. Here at RHC we also have systems to ensure patient outcome data is cascaded down to our frontline staff as well as escalated up to the highest levels of governance of the organisation

Your Safety, Our Care

Ramsay Health Care is centred on People Caring for People. Our aim is to ensure you receive high quality, safe and effective clinical care whilst in our facilities. We are committed to providing excellence in all our services and look for opportunities to improve at each stage of journey with us.

Ramsay Health Care hospitals, facilities and services all hold the necessary accreditation with the relevant authorities. Accreditation is one way we assure the community that Ramsay Health Care meets the high standards set for health service providers and the level of care that consumers can expect from our services.

Patient Safety and Clinical Quality Framework

Ramsay Health Care operates under Ramsay Health Care’s comprehensive Patient Safety and Clinical Quality Framework which consists of five key areas designed to produce reliable, safe, and effective outcomes:

Click on the interactive framework for more details about each section

Clinical Diagram_INERT S a f e t y S t r u c t u r e C u l t u r e I m p r o v e m e n t P eople

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Clinical Quality & Safety Results

Clinical Indicator

Infection Rates

Our rate


Healthcare-associated S. aureus bloodstream infections per 10,000 days of patient care (a lower rate is better).

Industry rate


Clinical Indicator

Hand Hygine

Our rate


Is our overall rate of compliance with the national hand hygiene initiative (a higher rate is better).

Industry rate


Clinical Indicator

Patient Falls

Our rate


Patient falls per 100 days of patient care (a lower rate is better).

Industry rate


Clinical Indicator

Medication Errors

Our rate


Medication errors requiring intervention per 100 days of patient care (a lower rate is better).

Industry rate


Clinical Registries

Ramsay Health Care supports participation in clinical registries and has actively sought to establish participation in key priority areas. As an organisation, we seek to work with clinical registries to better understand our services and to ensure that we are working with our doctors, nurses and allied health professionals to continually improve outcomes for our patients. 

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Australian Hospital Patient Experience Question Set (AHPEQS)

The Australian Hospital Patient Experience Question Set (AHPEQS) has been developed by the Australian Commission on Safety and Quality in Health Care (ACSQHC) and is endorsed by the Australian Health Minister's Advisory Council. They are the first patient experience surveys to have been developed in partnership with patients and have been tested for validity with both overnight and day-only patients.

As part of our commitment to clinical quality and safety, Ramsay Health Care has been using the AHPEQS to survey our patients since July 2020.

While the question set contains 12 questions, there is a ‘summary question’ that allows people to give their overall impression of the care that they received:

Overall, the quality of the treatment and care I received was: very good, good, average, poor, very poor.

The Ramsay Australia average is:

Australian Hospital Patient Experience Question Set (AHPEQS)

Net Promoter Score

Ramsay Health Care is committed to providing excellent care and encourages patients to be proactive partners in this endeavour.

For this reason we conduct Net Promoter Score surveys among our patients to understand how well we are meeting expectations, and to identify any areas needing improvement. These surveys are independently conducted by a third party through our private medical surgical facilities in Australia and the results are published quarterly.

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.

Please note: the presence of an asterisk (*) beside the Net Promoter Score indicates less than 25 surveys were returned during the reporting period, which reduces statistical relevance.

Our Net Promoter Score:

What does the survey ask?

Patients are asked:

Based on your recent experience, how likely are you to recommend us to your friends and family?

Depending on the rating (from 0 to 10), patients are asked to provide more information to explain their experience.

Calculating the Net Promoter Score

Respondents are grouped into three categories:

  • Promoters: a score of 9 to 10
  • Passive: a score of 7 or 8
  • Detractors: a score of 0 to 6

The Net Promoter Score is calculated by subtracting the percentage of Detractors from the percentage of Promoters. The final score can range from -100 (if every patient is a Detractor) to 100 (if every patient is a Promoter)

Initiatives to improve your care

The Ramsay Rule

The Ramsay Rule

An initiative that allows patients, their relatives, or carers, to call for rapid assistance when they believe something is ‘not right’ with the clinical condition of the patient.

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Cardiac Care

Speak Up for Patient Safety

An evidence-based framework which escalates awareness of patient safety and encourages staff to challenge potentially risky behaviour.

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