Victorian Day Procedure Centre
Part of Ramsay Health Care

CLINICAL QUALITY and SAFETY

Victorian Day Procedure Centre is focused on the delivery of high quality, safe, and effective clinical care. We strive for high reliability and aim to create an environment in which risks and issues are anticipated, identified early, and responded to rapidly.

Ramsay Health Care’s slogan “People Caring for People” was developed more than 25 years ago and has become synonymous with Ramsay Health Care and the way we operate our business.  We recognise that we operate in an industry where “care”  is not just a value statement, but a critical part of the way we must go about our daily operations in order to meet the expectations of our customers – our patients.

Patient Safety and Clinical Quality Framework

Victorian Day Procedure Centre 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

Accreditation

Accreditation is an important driver for safety and quality improvement. All Ramsay facilities undergo formal accreditation processes against the National Standards for Safety and Quality in Health Care. Action plans to address any identified gaps are developed and implemented.

Ramsay facilities engage independent accrediting agencies approved by the Australian Commission on Safety and Quality in Health Care.


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.

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:

NPS 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

Cardiac Care

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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