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Patient Satisfaction

The National Patient Satisfaction Survey report details the service quality and satisfaction ratings of ambulance service patients across Australia and New Zealand, measured in 2013. The purpose of this research is to measure the quality of the ambulance service, as perceived by its customers, and to compare these ratings across ambulance service providers over time.

Key Findings

Table 1 presents Australia’s results across all the service dimensions measured. The results for Australia were weighted to match the total road and air patient population in 2011/2012 in each state/territory. The results are presented as the proportion of customers who, in 2013, were: very dissatisfied or dissatisfied (column 2), neither satisfied nor dissatisfied (column 3), and satisfied or very satisfied (column 4). The table shows a comparison to the proportion of satisfied or very satisfied customers in 2012 (column 5) and indicates statistically significant changes over time (column 6).

 

↔↑↓ - These signs indicate change in the results over the period of 2009-2010.

Service dimensions are listed in descending order according to satisfied or very satisfied customers in 2011.

(I), (II), (III), etc - These signs indicate the rank each service dimension achieved according to its performance in 2011, the difference between the ranks is statistically significant at p<0.05.

Satisfaction scores across Australia were high. The Overall satisfaction score was high and consistent with 2010 (98%). However, there were some changes for satisfied or very satisfied scores over time.

Satisfaction scores across Australia were high and mostly consistent over time. The Overall satisfaction score was 98%, which was consistent with previous years. However, there were somesmall statistically significant changes for satisfied or very satisfied scores between 2012 and 2013:

 Paramedics’ care increased from 98% in 2012 to 99% in 2013, going back to the same level it was in 2011;

 Treatment satisfaction increased from 98% in 2012 to 99% in 2013, going back to the same level it was in 2010; and

 Ambulance paramedics decreased from 97% in 2012 to 96% in 2013, going back to the same level it was in 2011.

Similar to scores in previous years, Ambulance response time and Trip/ride satisfaction scored lower than all other service dimensions.

How did we come up with these results?

The Ambulance Service of NSW participates in the Council of Ambulance Authorities national patient survey. The key purpose of the survey is to measure patient satisfaction on a range of ambulance customer service related issues and associated attributes. Each state of Australia and New Zealand randomly selects 1,300 emergency patients who required ambulance assistance during the past 12 months. The same core questionnaire are used by all ambulance services. An independent research body draws together the results and prepares a report that discusses differences between states as well as comparisons with previous year results.
To read the Council of Ambulance Authorities Patient Satisfaction Survey 2013, click here

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The survey assists all ambulance services across Australia and New Zealand improve their performance.

> Patient Satisfaction 2010
> Patient Satisfaction 2009