Quality and safety
Quality and safety

Quality and safety

The Calvary Amplar Health Joint Venture has a strong commitment to safety and quality across all our health programs.

Clinical governance is key to the provision of high quality and safe care that focuses on the patient experience and outcome.

National Safety and Quality Health Service (NSQHS) accreditation

The Calvary Amplar Health Joint Venture was one of the first standalone virtual hospitals delivering acute care to be nationally accredited to the National Safety and Quality Health Service (NSQHS) Standards in March 2023.

Certification involved visits to the Virtual Care Centre inclusive of the patient environment, from an independent team of expert health specific professional auditors who review the quality and safety of the services provided. Our achievements were measured against best practice by this review team.

The Calvary Amplar Health Joint Venture remains committed to excellence, a well-maintained environment and welcoming experience for patients and visitors.

Patient engagement and communication

Patient engagement is at the centre of everything we do.

We encourage patients to involve their family members in all aspects of their healthcare journey. We recommend that patients write down any questions they think they may have in advance, to ensure they are well informed of their experience with Calvary Amplar Health Joint Venture.

Patient experience

Over the last 12 months, users of our service have given a Net Promoter Score (NPS) of 89. NPS is a measure of patient satisfaction with a score over 70 considered excellent.


Patient safety

0.00 per 10,000 bed days infection rate

Lower than the Australian Government Target of 1.0 per 10,000 bed days.

1.5 patient falls per 1000 bed days

Lower than the Australian Institute of Health & Welfare 2022 rate of 3.9 per 1,000 bed days.

Hand hygiene of 98%

Higher than the national benchmark of 80%.


Feedback about our patients’ experiences provides valuable information about what we are doing well, and where we can do things better. We believe all feedback can help us provide you with a better service.

There are several ways our patients can provide us with feedback:

  • Using the feedback survey sent via SMS upon discharge
  • Contacting us via telephone on 08 8227 7242
  • Sending us an email or written letter


Our complaints process involves raising concerns with the:

  • Individual
  • Manager / clinical or medical lead
  • Program Operations Lead or Executive Medical Director
  • Chief Executive Officer (CEO).

Australian Charter of Healthcare Rights

The Australian Charter of Healthcare Rights describes the rights of patients and other people using the Australian health system. These rights are essential to make sure that, wherever and whenever care is provided, it is of high quality and is safe.

The Charter recognises that people receiving care and people providing care all have important parts to play in achieving healthcare rights. The Charter allows patients, consumers, families, carers and services providing health care to share an understanding of the rights of people receiving health care. This helps everyone to work together towards a safe and high quality health system. A genuine partnership between patients, consumers and providers is important so that everyone achieves the best possible outcomes.

Consumer Complaints Commission

The South Australian Health and Community Services Complaints Commissioner (HCSCC) is an independent, statutory office established by the Health and Community Services Complaints Act 2004. The HCSCC helps consumers, carers and service providers (including government, private and non-government health and community services) to try and resolve complaints.