Every six months the Health Directorate surveys a random sample of people who have recently used our services, to find out how satisfied they were with the care they received*.
| Download: | ACT Healthcare Survey Report January 2011 - June 2011 (PDF File - 3383k) |
This survey is one of a number of ways that the Health Directorate gains information to help us improve our services. As well as this survey:
- We welcome consumer feedback, responding to the concerns of individuals and looking at recurring themes that need to be addressed;
- We consult with community and consumer groups in the development of new services and facilities and in the development and review of policies;
- We work with consumers on a number of our committees and working groups to gain ongoing feedback and input into our work.
The Healthcare Survey gives us a broad indication of how well we are providing our services and indicates issues the organisation needs to consider in more depth. Our results are compared in the report to hospitals of a similar size in Victoria who use the same survey tool; the ACT results are similar to those in Victoria. Further information about the Victorian hospitals that have been used for comparative purposes can be found in the report.
Consumers responded to questions related to six indicators of care. The Overall Experience Index provides a summary of the other 5 indicators. The average results for the Health Directorate are:
- Overall Experience Index - 76.15%
- Rights and Respect Index – 81.01
- Quality and Safety Index – 75.45%
- Participation Index – 73.72%
- Conduct of Staff Index – 78.16%
- Information and Communication Index – 73.65%
The results from January – June 2011 show that around 75% of people were satisfied with their overall experience in the health system.
More specifically, people surveyed felt the Health Directorate performed well in:
- Treating people with respect
- Respect for privacy
- Helpfulness of staff
There were areas where people surveyed felt that the Health Directorate could make improvements including:
- Explanation of routines
- Restfulness of the hospital
- Time to plan to return home
Work is underway to address these areas and includes:
- The introduction of a Volunteer Program into the Emergency Department, developed with the participation of consumers;
- Work to improve the ‘patient journey’ with the help of the Performance and Innovation team;
- Introduction of ‘bedside handover’, where the patient participates if able;
- ‘Hourly rounding’ where staff attend each patient to check comfort, pain management and need for toileting etc
- Improving the way services are delivered in the General and Acute Medicine Unit, Stroke Care, Renal Services and Endoscopy units.
The Health Directorate will continue to work to further improve the quality and safety of the services we provide to our consumers.
*4190 surveys were sent to consumers, 1590 were returned for a 37.9% response rate.
In this section:
- ACT Public Health Services Quarterly Performance Report
- Chief Health Officer Reports
- National Partnership Agreement (NPA)
- Aboriginal & Torres Strait Islander on Pathology Forms
- Burnet Institute Report
- Cervical Cytology Register Statistical Report 2008
- Emergency Department Information System Data Integrity Summary Report
- HIV/AIDS, Hepatitis C, Sexually Transmissible Infections Strategic Framework for the ACT 2007-2012
- Mental Health and Wellbeing in the ACT
- Scores on Doors Regulatory Impact Statement
- Annual Reports
- Citizen's Jury on Health Priorities 2010
- Review of Public Maternity Units in the ACT
- ACT Surgery Report Card
- Calvary Public Hospital Options
- Elective Surgery Waiting List Reduction Plan
- Health Status of Young People in the ACT 2011
- Maternity care intention, duration and rates of breastfeeding
- Reports
- Waiting Lists for Elective Surgery and Medical Treatment
