References - Patient Experience

References are listed alphabetically.

Australian Commission on Safety and Quality in Health Care

https://www.https://www.safetyandquality.gov.au/

Australian Hospital Patient Experience Question Set (AHPEQS)

https://www.safetyandquality.gov.au/our-work/indicators/hospital-patient-experience/

"other mental health facilities in NSW / Queensland / Victoria"

Reports on the most recent YES survey results are available from the following State Health Departments:

NSW: https://www.health.nsw.gov.au/mentalhealth/Documents/yes-report-2018-19.pdf

QLD: https://clinicalexcellence.qld.gov.au/sites/default/files/docs/priority-area/patient-experience/your-experience-service-yes/2019/your-experience-service-2019.pdf

VIC: https://www2.health.vic.gov.au/mental-health/priorities-and-transformation/mental-health-annual-report

For benchmarking purposes, we use the data pertaining to admitted patients as this most closely matches our facilities. The benchmark is the percentage of 'excellent' and 'very good' responses to the YES question 'Overall, how would you rate your experience of care with this service in the past three months?' This is obtained from the Australian Institute for Health and Welfare (AIHW). As at July 2020, the most current benchmarks available are from 2017/18.

Net Promoter Score (NPS)

The formula for the NPS is the percentage of patients responding with a 9 or 10 (‘promoters’) minus the percentage of patients responding with 0-6 (‘detractors’). Responses of 7-8 are considered ‘passives’ and are not included in the calculation.

Peer Hospitals in NSW

Comparison data for Northern Beaches Hospital is available from the NSW Health - Bureau of Health Information. The hospital belongs to the peer group of major hospitals in NSW.

http://www.bhi.nsw.gov.au/Healthcare_Observer

Review of Patient Experience and its measurement in Australian hospitals

https://www.safetyandquality.gov.au/search/patient+experience

Sample Size

Results are from a sample of both overnight and day procedure patients (approximately matched sample size) - medical, surgical, obstetric and rehabilitation. Patients complete a survey 1-2 weeks after discharge. Survey results appear on dashboards continuously in real time but are also collated monthly and quarterly for the purposes of monitoring and trending data.

Rehabilitation and Mental Health hospitals and wards commenced electronic surveying in 2018.

Mental health service inpatients, mental health day patients and day rehabilitation patients are surveyed using a different questionnaire tool, the Your Experience of Service Survey (YES). Data is collated separately.

Your Experience of Service Survey (YES)

https://www.aihw.gov.au/reports/mental-health-services/mental-health-services-in-australia/national-mental-health-committees/mental-health-information-strategy-standing-committee/your-experience-of-service-survey-instrument

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