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Patient experience solutions

Our patient experience solutions gather comprehensive patient feedback to understand preferences, prioritise opportunities to reduce suffering, and turn insights into action with best practices and expert support.

We deliver insights and action that transform the care experience:

  • Integrated insights – understand the intersections of safety, quality, patient experience and caregiver engagement to prioritise efforts, reduce suffering and meet patient and caregiver needs
  • Drive targeted, meaningful action − implement strategies to deliver safe, high-quality and patient-centred care, supported by an engaged and resilient workforce

doctors having a meeting about patient experience

What do we mean by patient experience?

Patient experience is not synonymous with patient satisfaction. True patient experience is not about making patients “happy” or providing hotel-like amenities or a luxurious atmosphere. Patient experience is much more than that. It is

  • the safe clinical care of the patient
  • the operations of the organisation that ensure staffing is adequate, sufficiently trained and resourced to get the job done
  • the culture of the organisation that encourages value for patients, open and transparent communication and collaboration
  • behaviours of every person that demonstrate the mission, vision, and values of the organisation; and
  • the recognition that the patient is at the centre of everything they do.

How do we measure the patient experience?

We measure the patient experience with surveys across the continuum of care. Our data collection methodologies include mail, online, I-Pad, SMS and point of care. Our clients have 24/7 access to their results through our online reporting suite. We deliver unparalleled benchmarking capabilities and improvement strategies sourced through our network of high performing healthcare organisations. Our reports deliver informative performance monitoring information that quickly identifies top priority improvement areas and the resources necessary to consistently deliver high-quality patient experiences.

COVID-19 solutions

We have a unique opportunity to learn from the lived experience of the people most affected by the COVID-19 crisis patients and healthcare workers. Their feedback will help us determine how effective aspects of our response to the pandemic have been and will contribute to national and global learning.

Insync’s team of psychologists developed our “In-Touch” healthcare worker wellbeing pulse survey. The survey is hosted by Insync and empowers healthcare workers to be honest and candid about how they are feeling in the current environment.

Learn more

Inpatient Survey

As the cornerstone of our services, our survey consists of standard questions organised into the major domain areas of: Admission; Room; Meals; Nursing Care; Doctor Care; Tests and Therapy; Visitors and Family; Discharge; Personal Issues; and Overall Assessment.

As well as receiving results at an overall level, responses are broken out by both unit and specialty within the standardised report. Nursing unit results are compared internally, one unit to another. Statistical analysis identifies those units that are performing substantially above or below the facility average as well as providing priority items and their associated rankings of those items for each nursing unit.
Specialties such as Medical, Surgical, Orthopedics, Obstetrics/Gynaecology, Cardiology and Oncology are compared externally to the same patient segments at facilities that also offer those specialties. This “apples for apples” comparison allows you to see how your patients are scoring compared to the same specialty at peer organisations

Ambulatory (Day) Surgery Survey

Ambulatory Surgery patients have unique factors that strongly influence their satisfaction with not only the surgical experience, but their satisfaction with the pre- and post-operative experience as well. These factors — including scheduling, wait times and communication — are within your control. This survey measures those factors and determines which are most critical to each individual facility.

The Ambulatory Surgery survey contains standard questions within the following sections: Nurses; Care Provider; Overall Assessment. Reported data is broken out by Surgery Type (e.g., Endoscopy, ENT, Gynaecology, Orthopedic, Ophthalmology, etc) and can also be broken out by multiple surgery locations within your facility (e.g. General Surgery Unit, Cardiac Cath Lab, Endoscopy). Specialty breakouts allow for service line comparisons and the ability to better understand your patients’ needs and expectations, which directly translates into an opportunity for improved reputation and financial outcomes.

Emergency Department Survey

The Emergency Department survey is validated for use with patients who are treated and released from emergency care and are those who would tell their friends and family that they ‘went to the emergency department’ (patients who are admitted to inpatient care are surveyed via the inpatient survey – additional survey questions directed at the ED experience can be added if required).

The survey covers the major domain areas of: Arrival; Nurses; Doctors; Tests; Family or Friends; Personal/Insurance Information; Personal Issues; and Overall Assessment. Emergency Departments that have integrated Fast Track services (also termed rapid access, urgent care, etc.) can administer the Emergency Department survey to both acute and fast track patients. The standard Emergency Department report provides data broken out by shifts. Each shift breakout is benchmarked both internally and externally based upon the time of day that services were provided. Individual doctor data can be provided as a component of the Emergency Department services if required.

Outpatient Survey

There are more patient visits for Outpatient tests and treatments than for any other service. With this trend continuing to grow, many hospitals find this an essential service. The survey contains standard questions within sections as follows: Registration; Your Care; Overall Assessment.

The Outpatient survey is designed for outpatient visits that involve a diagnostic test, treatment or therapy as the main focus of the visit. Patient responses are grouped and benchmarked based upon the specific service that was received, such as X-Ray, MRI, Physiotherapy, Pathology, Renal Service, Medical Consultation, Diabetes Education, etc.

In addition, groups of similar services can be aggregated to provide an additional layer of reporting and external benchmarking. For example, X-Ray, MRI, CT and Ultrasound would be grouped as Radiology. The standard set of questions is utilised across all patients, but variations are available to correspond with particular groups of services.


Partnering with  Insync to transform the patient experience has many benefits:

  • Flexible surveying options using psychometrically tested and validated survey tools for every patient experience (standard, integrated HCAHPS or customised surveys available).
  • Quantitative data analysis: weekly, monthly and quarterly online reporting measures so you can track your outcomes.
  • Ward-specific priorities to empower staff at the unit level to drive continuous quality improvement.
  • Dynamic benchmarks offering an industry comparison against hospitals.
  • Qualitative data: patient comments add depth of understanding to the quantitative data and help guide specific ideas for improvement.
  • Solutions using evidence-based best practices.
  • A dedicated Client Relations Manager to assist you throughout the surveying process and provide guidance on continuous improvement strategies.

Patient experience solutions offering guide

Click below to download our comprehensive patient experience solutions offering guide.

  • Latest Insights

    Read our latest insights and case studies in our special Patient Experience resource hub.

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Patient experience insights

National Patient Experience Week Resource Hub

Patient experience week - acknowledge & showcase innovative efforts of clients & highlight strategies to improve patient experience. Get resources here!

Four steps to help healthcare leaders break down silos

Insync's strategic healthcare partner Press Ganey leads the US and the world with their Patient Experience transformation solutions. This article was published by ...

Practical ways to improve patient safety in healthcare – identifying the specific factors that have the greatest impact

Insync's research, based on data from 16,000 clinical staff from 36 Australian health care facilities, indicates that fostering a positive hospital safety climate ...

Transforming healthcare organisations through patient-centred care

Insync has been a long-time supporter of the Australian healthcare sector, having worked with over 100 health & aged care organisations the last 15 years.