Taking Care of our Patients and our People
We are committed to consistently providing exceptional quality care, positive clinical outcomes, and enriching experiences in a safe environment for all patients and team members, every time.
Quality and clinical safety
With our patients and consumers at the heart of everything we do, we strive to provide high quality clinical care and positive outcomes for our patients.
Aurora Healthcare’s Clinical Governance Framework provides the structure under which safety and clinical quality systems and processes are monitored, reviewed, reported and improved. This allows us to demonstrate accountability throughout Aurora and a commitment to focus on continuous safety and quality improvement of our services to our patients, consumers, clinicians, staff and the communities that we service.
Effective clinical governance is fundamental to corporate governance, and we recognise that accountability for safe and effective patient-centred care is the shared responsibility of everyone, from front line staff, to managers, executives and the Aurora Healthcare Board.
The Framework is comprised of five key pillars with each pillar being underpinned by robust systems and processes designed to monitor and improve performance, clinical outcomes and experience of care.
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 our strong clinical governance framework.
Clinical Governance is the system by which our managers and clinicians share responsibility and are held accountable for patient safety, minimising risks to doctors and 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.
Our services have active consumer committees that add valuable consumer perspective into aspects of our hospital management, and we continually invite our patients to provide frequent feedback during their hospital stay.
Patient Satisfaction Scores
We are proud to consistently achieve high patient satisfaction, and our scores reflect our commitment to providing excellent care and service.
From personalised treatment plans to compassionate, expert care, we strive to create a positive experience for every patient who walks through our doors.
Overall Experience
We are pleased to report that 92% of patients rated their overall experience as 'good' or 'very good,' demonstrating the high quality of care and support they receive throughout their stay.
Net Promoter Score (NPS) for Rehabilitation & Medical Patients
Net promoter score measures the amount of people who access our services that would positively recommend us to family and friends.
Our results demonstrate that our rehabilitation and medical patients would consistently highly recommend us to their family and friends.
72% of patients admitted to an Aurora Rehabilitation Hospital would recommend the hospital to a friend or family member.
This score shows that our patients trust us with their care and are eager to share their positive experiences.
Mental Health Patient Outcomes
Aurora Healthcare uses the internationally recognised Health of the Nation Outcome Scales (HoNOS) to assess improvements in mental health and social functioning for patients with mental health conditions. Designed for general adult mental health services, HoNOS assessments are conducted at admission and again before discharge. A lower HoNOS score at discharge indicates an improvement in the patient's mental health during their stay.
Aurora's HoNOS scores show that our patients treated for mental health at our hospitals improve by the time they are discharged. We rate better than national averages in achieving this for our patients.
Rehabilitation Patient Outcomes
Aurora Rehabilitation Hospitals collect Functional Independence Measure (FIM) data for patients that are admitted to our inpatient rehabilitation program. The FIM is the National Rehabilitation Outcome Measure Tool. FIM rating is conducted by a qualified staff member at the time of admission, redone during admissions and prior to discharge to establish the patient’s functional improvement during hospital stay. This data is submitted to the Australasian Rehabilitation Outcomes Centre (AROC) in order to benchmark outcomes with other Australian rehabilitation facilities.
Our rehabilitation patients consistently achieve higher FIM scores than the national average by presenting greater improvements in functional ability. FIM outcomes are also benchmarked internally across Aurora Rehabilitation Hospitals.
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.
The information below on the Aurora Group Result pertains to 2023 data.
Customer Feedback
We are always looking for ways we can help improve our services.
We encourage regular feedback from our patients. Across our hospitals and clinics we have implemented the following feedback pathways to capture this valuable information:
- While you are in hospital – feedback can be given to staff and the Nurse Unit Managers or through the use of feedback cards available throughout the hospital / clinic, that can be submitted to reception.
- Once you go home – a five minute survey is sent out to all patients after their admission to obtain feedback and insights into the experience of the patient during their care.
- Consumer focus groups – these groups are facilitated on a regular basis by a member of our hospital’s Consumer and Carer Committee to provide another opportunity for patients to give feedback on staff, services and the facilities. These session times are made available on the inpatient group program timetable across our hospitals.
