We are coming to the
end of another great year
at Ramsay Health Care.
Our Australian business
continues to perform well
and we have achieved
some excellent outcomes
this year especially in the
areas of quality and safety,
research and innovation.
In 2018 we have really heightened our focus
on the patient experience in our hospitals with
focused investments on facility replacements and
refurbishments but also on digital solutions for
doctors and patients and a fast and secure WiFi
rollout across the business.
We are also now measuring customer feedback
more effectively through the roll-out of the Net
Promoter Score (NPS) across 60 hospitals. In our
first quarter, the NPS aggregate result for Ramsay
Australia was 73 which is a great outcome and
demonstrates really positive feedback from
our customers. We will continue to focus on
improving this score.
Ramsay Australia launched an innovation hub
this year which is looking to create and fund
innovations that will lead to improvements in
the delivery of healthcare across our business.
This hub is helping innovators across our
business to curate and prioritise problems, ideas
and technologies. This hub is seeking to back
big ideas and combine the best evidence and
experience to create a brighter and more dynamic
future for our patients and the Company.
In the area of quality and safety, we have also
made some great strides. This year we launched
our new clinical quality and safety framework and
we continue to rollout the Speak Up for Patient
Safety program which is almost in its final year
of a massive three year roll-out with over three
quarters of staff now receiving this training.
The program has recently been adopted by our
Ramsay team in the UK.
And finally, in research, the Ramsay Hospital
Research Foundation has commenced funding
some major research in mental health and
rehabilitation as well as continued the roll-out
of our clinical trials network which is now
undertaking more than 100 clinical trials across
I am really proud of the achievements we have
made this year. On top of this, we managed
recently to provide almost $150,000 to Rural Aid
for our drought-stricken farmers. The funds were
raised by Ramsay staff across the organisation
and matched by Ramsay Health Care. We
have also waived hospital excess fees and co-payments
for eligible farmers for six months
until 31 March 2019 – to help them access the
health care treatments they need. Thank you to
everyone involved in this initiative
I look forward to even more exciting times for the
company in 2019 and wish each and every one of
you a joyous and peaceful holiday season.
CEO, Ramsay Australia
2 The Ramsay Way 2018 04
Ramsay Australia launches
Net Promoter Score
Ramsay Health Care has launched a specific Net Promoter Score (NPS) survey for patients across 60 of its
Se ason’s G r e e t in g s fr om t he CE O
As we approach the end of 2018 it is a good time
to reflect on the year and what we have achieved.
I am pleased with the Group’s progress this year and
the commitment by all our staff and doctors to ensure
we deliver the best outcomes for our patients.
In 2018, we maintained our focus on strengthening our
core and building greater efficiencies. Across all our
regions, we commenced the rollout of lean initiatives,
digitalisation programmes, a new global procurement
joint venture and strategies that will ensure we remain
the most effective organisation we can be for the future.
More importantly, we are focused on building a
sustainable organisation for the long term through
investment in our facilities and ensuring that we provide
a superior patient and doctor experience and high
level clinical excellence. To this end, we have driven
an increase in investment in the areas of innovation,
customer advocacy and research right across the Group.
I was pleased to be able to visit every single one of our
Australian facilities this year. The work and commitment
being undertaken at a local level to deliver excellent
care is very evident.
In recent months,
we have expanded
with the acquisition
of the Capio Group, one of Europe’s
leading health care companies. This acquisition further
consolidates Ramsay’s position as a leading global
provider of healthcare services with a presence
in 11 countries across 480 locations, treating over
8 million patients each year and employing over
77,000 staff. We also hope that through this expansion
the professional and career opportunities for all our
staff will be enhanced.
As we approach Christmas, I would like to sincerely
thank all our staff and doctors for your ongoing support
and commitment. Merry Christmas and I look forward
to working with you in 2019.
Group CEO & Managing Director
NPS is a customer satisfaction metric that measures a
customers’ willingness to return for another service as well as to
make a recommendation to their family, friends or colleagues.
It was first introduced in 2003 by the Harvard Business Review
and has since been widely adopted by more than two thirds
of ‘Fortune 1000’ companies and by top organisations across
the world. It is a practical and reliable way of determining
customers’ satisfaction with a company’s goods or services.
Ramsay’s NPS is calculated based on responses to a single
question: “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.
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
Detractors from the Promoters. The final score can range
from -100 to 100.
Based on global NPS standards, 50 and above is considered
excellent while 70 and above is considered “world class”.
Ramsay Australia’s overall NPS for the September 2018 quarter
Head of Marketing and Customer Experience, Joel Bowerman
said, “Simply put, any positive score means that you have
more promoters (advocates willing to recommend you) than
detractors (unhappy customers and potential negative
“The survey is providing hospital managers with real-time
information about what patients think of the service and their
likelihood of returning”.
Mr Bowerman said while Ramsay had always surveyed
patients about their experience, the new method provides the
information back much quicker via a dashboard to the hospital
administration. The data can be interrogated by ward, specialty
or other metrics to see where improvements can be made.
Results for each Ramsay hospital participating in the NPS
are being published on the home page of their website