Quality

At Aurora Healthcare, we are committed to delivering exceptional care and ensuring the best possible experience for our patients. Patient feedback is at the heart of our continuous improvement efforts, helping us better understand and exceed patient needs.

Patient Feedback and Net Promoter Score (NPS)

We invite all patients to complete an anonymous, voluntary survey after discharge. By gathering feedback year-round, we ensure consistent, robust sample sizes that provide valuable, actionable insights into the patient experience. To measure this, we use the NPS, a trusted metric across industries to evaluate patient loyalty and satisfaction.

Aurora Healthcare’s World-Class Recognition

In December 2024, Aurora Healthcare achieved an annual NPS of 89, firmly placing us in the “World Class” category. Globally, an NPS of:

  • 50+ is considered excellent
  • 80+ is recognised as “World Class”

This exceptional result underscores Aurora Healthcare’s dedication to patient-centred care and commitment to setting new standards of excellence in private healthcare.

How We Compare to Other Private Hospital Groups

Aurora Healthcare has achieved one of the highest published Net Promoter Score (NPS) amongst the largest private hospital groups as of December 2024. We’re proud to be one of very few private hospital groups ranked ‘World Class’.

Patient Satisfaction

In 2024, 91% of patients rated the quality of their care as excellent, reflecting the dedication, compassion, and expertise of our healthcare professionals.

How the Net Promoter Score (NPS) Works

Patients rate their likelihood of recommending Aurora Healthcare on a scale of 0 to 10. Based on their responses, they are grouped into three categories:

  • Promoters: Score of 9 to 10
  • Passives: Score of 7 to 8
  • Detractors: Score of 0 to 6

The NPS is calculated by subtracting the percentage of Detractors from the percentage of Promoters, resulting in a score ranging from -100 to 100.

Clinical Indicators

Our hospitals participate in the Australian Council for Healthcare Standards (ACHS) Clinical Indicators Program. This program encompasses a range of measures focusing on the outcomes of our patient care.

The ACHS provides our hospital with a report on our individual performance, along with a comparison against each individual measure with relevant industry benchmarks.

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 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