Gippsland Primary Health Network (Gippsland PHN) conducts an annual stakeholder survey to understand how we’re performing as a partner and to calculate our Net Promoter Score (NPS).
Net Promoter Score is a simple and effective way to measure how well we are serving our stakeholders. In our case, it measures how likely our stakeholders would be to recommend doing business with us.
It is calculated from a single question: On a scale of 0 to 10, how likely are you to recommend doing business with Gippsland PHN?
This year, a total of 71 stakeholders completed the survey—an increase of 42% compared to 2024. Respondents included commissioned service providers, general practices, pharmacies, allied health professionals, and residential aged care homes.
Gippsland PHN Chief Executive Officer, Amanda Proposch, welcomed the findings.
“Our latest Net Promoter Score results showed strong support from those we work with and reflect the positive impact we are making,” Ms Proposch said.
“Our NPS of 15.5, up from 8.2 last year, highlights our ongoing commitment to quality, collaboration and continuous improvement.”
The stakeholder survey results revealed:
- Promoters (40%) – respondents who rated Gippsland PHN highly and are likely to actively recommend working with us
- Passives (36%) – respondents who were generally satisfied but less likely to actively promote the organisation
- Detractors (24%) – respondents who were less satisfied and unlikely to recommend Gippsland PHN
Ms Proposch also noted that the increased response rate demonstrates strong stakeholder engagement and a willingness to provide constructive feedback.
“Many stakeholders acknowledged our team’s responsiveness, sector knowledge, and the strength of our working relationships,” she said.
Opportunities for Improvement
Feedback highlighted several areas for ongoing improvement, particularly relating to reporting processes. Common themes included:
- Reducing the reporting burden and avoiding duplication, with clear communication around expectations
- Acknowledging the need for flexibility across providers, sectors, and regions
- Enhancing reporting systems to support evolving service delivery models
We will reflect on these important issues during our ongoing improvement processes.
Gippsland PHN thanks all participants for their feedback and looks forward to continuing to build stronger partnerships across the region.
