Patient experience
PREMs capture what patients experienced during their care journey, in their own words. They are the evidence base for meaningful, patient-centred improvement.
Health organisations collect significant amounts of clinical data. What they often lack is a structured, reliable picture of what patients experienced during their care journey. Whether they felt listened to, whether their treatment plan was explained clearly, whether they felt respected and safe, and whether care was coordinated effectively across different teams and services.
These experience factors are not soft measures. Research consistently links patient experience scores to clinical outcomes, safety culture and staff engagement. An organisation that understands how patients experience their care has the evidence base to improve it in ways that clinical metrics alone cannot reveal.
PREMs provide that evidence base. Developed and validated specifically for health settings, they measure the dimensions of the care experience that matter most to patients and that health organisations can most influence.
How it works
Insync’s PREMs programs are designed around the specific care journey relevant to your organisation, whether acute inpatient, outpatient, day procedure, emergency or community health. The survey covers the dimensions of patient experience most strongly linked to satisfaction, safety, and quality of care outcomes.
Working with your clinical and quality teams, Insync configures a PREMs instrument suited to your specific setting, patient population and improvement priorities. Standard validated frameworks are available, with the option to customise for your organisational context.
Surveys are administered at the right point in the care journey, through the channels that most effectively reach your patient population. Insync manages the administration process to ensure response rates are meaningful and the data collected is representative.
Results are analysed across the key experience dimensions, benchmarked against health-sector peers and presented to your clinical and quality leadership team with a clear interpretation of the findings and priorities for improvement.
1. What’s included
Every Insync PREMs program is designed for your specific care setting and patient population, rigorously administered and analysed through a health-sector lens.
A validated survey covering key patient experience dimensions: communication, access and timeliness, coordination of care, respect and dignity, responsiveness and overall satisfaction. Configured for your specific care setting.
End-to-end administration across paper, digital or hybrid channels, depending on your patient population. Insync manages response tracking and follow-up to ensure meaningful sample sizes.
Your PREMs results are compared with Insync’s health-sector benchmark database, so you can understand how your patients’ experience compares with that of similar organisations.
Results broken down by each experience dimension so your clinical and quality leadership can identify specific areas of strength and the highest-priority opportunities for improvement.
Patient comments are analysed to surface the specific stories and experiences behind the scores, giving your teams the context to understand what patients are actually describing.
A senior Insync consultant presents findings to your clinical and quality leadership team, interpreting the results in the context of your care setting and helping your team identify the changes most likely to improve patient experience.
2. Key outcomes
PREMs are most valuable when they are used consistently, benchmarked meaningfully and connected to the quality improvement work already underway in your organisation.
PREMs give your clinical and operational leadership a structured, evidence-based understanding of how patients experience care across the dimensions they value most. This is the evidence base for improvement that patient complaints alone cannot provide.
Dimension-level analysis separates what is working well from what needs attention. Your quality improvement team leaves the debrief knowing which aspects of the care experience to focus on and why.
Knowing your communication score is 72% means very little without context. Insync’s health-sector benchmarks tell you whether that is above or below what comparable organisations typically achieve and what the highest-performing organisations in your sector do differently.
PREMs results provide the structured patient-experience evidence that accreditation bodies, clinical governance committees, and boards expect to see. Insync’s reports are structured for direct presentation in these forums.
3. Why Insync
Insync has been measuring patient experience in Australian health and aged care organisations for over 20 years. Our PREMs instruments are validated, our benchmarks are built from health-sector data, and our consultants understand the clinical context that gives patient experience results their meaning.
Insync’s benchmark database is built from two decades of patient experience measurement across Australian health and aged care organisations. Your results are always compared with those of organisations that operate in similar care environments and serve similar patient populations.
Our PREMs instruments are psychometrically validated and designed for the specific dimensions of patient experience most relevant in health and aged care contexts.
A PREMs score is only useful when interpreted in the context of your specific care setting, patient population, and quality improvement priorities. Insync’s consultants bring that clinical context to every debrief.
PREMs work best alongside NPS, PROMs, and point-of-care surveys. Insync can design a combined program that gives your organisation a complete view of patient experience and outcomes across the care journey.
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