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Posted on 04 Nov 2020

There has been exciting progress in the reform of the Victorian Healthcare Experience Survey (VHES) program over the past few months. These reforms will assist Victorian public health services to action patient experience feedback sooner and more effectively to support patient-centred care.

Last month VAHI released the request for tender for the ongoing administration of the VHES program from 2021. The tender reflects several changes to the program aimed at improving the timeliness and actionability of patient experience information. These include a transition to electronic data collection, near-real time reporting of interim survey results, and the collection of ward level data. The tender is due to close in early 2021, and we expect to appoint a vendor by May 2021. 

VAHI has also commenced work with stakeholders to redesign the VHES questionnaires. The redesign is focused on developing a shorter survey that is accessible for all consumers, including culturally and linguistically diverse populations, and emphasizes questions that align with aspects of care that are most important to patients and that provide actionable insights to health services. 

The redesign is being overseen by an advisory group of representatives from Victorian public health services, Safer Care Victoria, the Department of Health and Human Services, and consumer representatives. VAHI has completed consultation with health services and consumers on a core question set of 22 questions, which will be included in future surveys for all participants across the VHES program.

The core question set will be complemented by tailored modules for different patient groups which will be developed later in 2020-21.

Routine data collection is on hold while we appoint a vendor and implement improvements to the program. We anticipate that the full VHES program will resume from July 2021. 

The Patient experience in COVID-19 survey will continue until December 2020, and its continuation beyond this period will be reviewed. 

We’d like to thank all our stakeholders who continue to help VAHI reform the VHES program, through membership of an advisory group or by contributing to our consultation processes. We look forward to sharing further developments with you throughout the coming year. 

For further information about the VHES program of reforms, please contact Anna Ezzy from the VAHI Patient Experience team at

Page last updated: 10 Nov 2020