Health Outcomes and Patient Experience (HOPE)

The Health Outcomes and Patient Experience (HOPE) platform is NSW Health’s digital solution for the collection and use of patient-reported measures (PRMs) to improve care at every level of the health system.

The HOPE platform

The HOPE platform enables secure, real-time collection of patient-reported outcome measures (PROMs) and patient-reported experience measures (PREMs). It supports clinicians, managers and health services to understand what matters most to patients, beyond clinical indicators.

Using PRMs effectively relies on involvement across the entire health system, especially from patients and clinicians, to embed PRMs into everyday clinical practice.

HOPE supports this by enabling patients and multidisciplinary care teams to capture, review and act on the data reported in a timely, holistic way.

The platform is co-designed with consumers, clinicians and health managers to ensure it is culturally appropriate, easy to use, and fit-for-purpose.

For more information on digital collection of PRMs, download the Digital Collection and Use of PRMs factsheet (PDF).

Platform features

The HOPE platform meets the needs of patients, clinicians, managers and services through:

secure patient and carer portals, enabling direct access to submit and review PRMs
single login access for healthcare staff
integration with the NSW Health Electronic Medical Record (eMR)
real-time data input at the point of care
analytics to identify trends for individual patients and across cohorts
service-level feedback to inform care improvements.

HOPE implementation

HOPE is being implemented across NSW Health, using a staged, iterative approach to support change management, continuous improvement and alignment with diverse clinical contexts.

Implementation phases

Minimum Viable Product (MVP) (Feb 2021): Initial rollout for the Value Based Health Care and Integrated Care programs.
Phase 1 (Dec 2021): Enhancements for carers, culturally and linguistically diverse populations and statewide reporting.
Co-HOPE (May 2022): Enabled care to be provided for people with post-acute sequelae of COVID-19 or long COVID, and chronic and complex conditions. Co-HOPE also included improved survey translations, dashboard and reporting functions.
Phase 2 (Feb 2023): Integration with the NSW Health electronic Medical Record (eMR) system, including 'Read Only' access for non-HOPE clinicians.

HOPE now supports a wide range of cohorts, including trauma, movement disorders and Aboriginal Health programs.

Accessing the HOPE platform

The HOPE platform is a secure website built on the Service NSW platform. Access to the platform requires authentication via Service NSW. No data is stored in Service NSW.

Access for NSW Health staff

Login: Staff access HOPE using their Stafflink credentials.

Integration: HOPE is integrated with the NSW Health Electronic Medical Record (eMR) in most local health districts (LHDs) and specialty networks (SNs). Work is underway with the Single Digital Patient Record Implementation Authority (SDPRIA) to plan future integration needs.

Point-of-care data input: Clinicians can invite patients to complete surveys during consultations, enabling real-time insights to support care planning.

Training for NSW Health staff

Training modules are available to support clinicians and staff in using HOPE effectively.

Access HOPE training module

Access for patients and carers

Invitation-based access: Patients are invited by their clinician and receive a secure code via email or SMS.

Patient and carer portal: Accessible via computer, smartphone, or tablet. Patients can view condition-specific information and complete surveys. Nominated carers can log in using their own account to complete surveys on behalf of the patient.

In-consultation completion: PRMs can also be completed in consultation with clinicians, or in the clinic using phones or tablets.

Data governance

Data collected through HOPE is governed by the PRMs Data Governance and Management Framework, which ensures ethical, secure and effective data use.

Key principles include:

clear protocols for data collection, access and use
alignment with NSW Health’s strategic goals
support for Indigenous Data Sovereignty and culturally safe practices.

All PRMs data collected through HOPE is hosted in the ServiceNow Cloud, in compliance with NSW Health’s privacy and confidentiality policies.

If you're a clinician, health service manager or researcher seeking access to PRMs data for analysis or reporting, please refer to the ACI’s data request process.

Submit a data request

Learn more about program strategy and governance.