Patient engagement

Our vision is “when people think health, they choose Ochre”. Our values as an organisation are built around not only supporting medical practitioners in delivering excellent care to patients and improving their health, but also ensuring each patient has a great experience across all of their interactions with our medical centres. To make sure we are achieving these aims, and in order to continually improve the service provided by our teams and the doctors we support, we ask patients to rate their experience on a regular basis, as well as to provide feedback and reviews. We then measure, track and report the outcomes. This process provides us with measures of what we term “patient engagement”. Two of the key measures on which we focus are Net Promoter Score and Google reviews.

Net Promoter Score

77 across 58,000 patients for the 12 months to 30 June 2024

We calculate Net Promoter Score (NPS) by the standard methodology used across the healthcare sector and many other industries in Australia and around the world. This involves asking patients to think about their overall experience with their doctor and Ochre Health after their appointment and to rate their likelihood of recommending it to a family member or friend. We do this via a text message survey and we ask for ratings on a scale of 0 to 10, where 0 means “I am not at all likely to recommend my doctor and Ochre Health” and 10 means “I am extremely likely to recommend my doctor and Ochre Health”. Those that answer 9 or 10 are called “promoters”, those that answer 7 or 8 are call “neutrals”, and those that answer 0-6 are called “detractors”. NPS is calculated by simply subtracting the percentage of the overall respondents that are detractors from the percentage that are promoters. While the NPS achieved jointly by Ochre Health and the doctors we support compares favourably with the international healthcare benchmark of 55, we will always be striving for the perfect score of 100 – in other words, giving every single patient such a great experience they are a promoter!

Google reviews

Average of 4.6/5 stars from 7,950 reviews as at 30 June 2024

Google reviews are public ratings and comments about the practices or the independent doctors we support that are written by patients or visitors on the Google pages of each of our medical centres. While they can be submitted (and we welcome them) any time by anybody with a Google account, we also proactively invite a small, randomly-selected percentage of patients via text message to submit ratings and reviews of their doctor and our clinic if they are willing to do so. While we are proud of the current star rating we have jointly achieved, with a number of doctors and practices on 5/5 stars, we will always be working together to achieve (or maintain) 5/5 star results!

Thanks to patients

The patients of the doctors we support are at the heart of Ochre Health. In outlining the above processes and metrics, we must acknowledge the contribution made by many thousands of you. We are very grateful for the time you have spent in providing your ratings and feedback, as well as for your ongoing support. If you receive a future request for a rating or review, we would greatly appreciate your input. We also welcome feedback any time on [email protected] – and please include mention of the medical centre to which your comments refer.