Quality

At Royston Hospital, we dedicate ourselves to providing superior health and wellbeing for all our people in our care, in facilities that promote innovation, enabling staff and specialists to be their best.

Across the Evolution hospital group, we achieve this by investing in up to date medical technology and patient management systems and benchmarking our hospital against best practice industry standards. Each year we proudly enter our quality improvement initiatives into the annual Evolution Healthcare quality awards. Winning the awards in 2019, and placing third in 2020. In addition, our quality initiative was selected as one of three finalists in the NZPSHA quality awards – clinical category.

Clinical governance is supported by regular robust reviews that gather key performance data from various sources to identify trends and improvement opportunities.

Net Promoter Score

At Royston Hospital, we value and encourage feedback so that we can constantly deliver the best experience possible for all of our patients. The metric we use to measure patient loyalty and satisfaction is the Net Promoter Score (NPS).

Our NPS is, on average, 93%.

How is it calculated?

  • We ask patients how likely they are to recommend us on a scale from 0 to 10.
  • We subtract the percentage of patients who are unhappy (Detractors) from the percentage of those who are very happy (Promoters).
  • The score can range from -100 (if everyone is a Detractor) to 100 (if everyone is a Promoter).

We will continue to strive for excellence at every turn.

Your Rights and Responsibilities

We are committed to respecting your privacy and treating you with dignity. If you feel that this has not occurred then please speak to the nurse manager or alternatively you can contact us.

Your Rights

Advocacy (independent support)

Access to the Health and Disability Consumer Advocacy Service, is a free confidential service, and is available by calling 0800 555 050, or emailing advocacy@hdc.org.nz. This service will advise on the NZ Code of Health & Disability Service Consumers’ Rights and on making a complaint.