Central to this shift is ICHOM Knowledge Partner Voice of the Patient (VoP), which has gathered feedback from over 101,000 patients on issues such as communication, safety, involvement in care decisions, and impact on quality of life. By benchmarking and risk-adjusting these insights, the program provides hospitals with powerful tools to identify gaps and drive change. In this case, the hospital group used VoP data to introduce improvements like personalised pre-admission processes, stronger communication, patient advisory input, and expanded allied health services. The result was measurable progress in patient satisfaction and outcomes, leading to Australia’s first incentive payment tied directly to patient-reported experience measures. The VoP program, now internationally recognised, demonstrates how listening to patients can meaningfully reshape healthcare delivery and funding.
