Ambulance Service of New South Wales
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Patient Satisfaction 2009

The National Patient Satisfaction Survey report details the service quality and satisfaction ratings of ambulance service patients across Australia, measured in 2009. 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 States, as well as over a range of years.

Key Findings

The results of the 2009 National Patient Satisfaction Survey show an increase in overall satisfaction from 96 per cent to 98 per cent, with satisfaction scores continuing to remain strong across all areas.

Results are presented as proportion of customers who were ‘very dissatisfied' or ‘dissatisfied' (column 1), ‘neither satisfied, nor dissatisfied' (column 2), and ‘satisfied' or ‘very satisfied' (column 3). A comparison with 2008 results for proportion of ‘satisfied' or ‘very satisfied' customers is also provided for comparison.

The last column in the above table indicates a change between the 2009 and 2008 results (arrow across - stable result, arrow up - increase).

In some cases differences in scores (ie there may be only a slight change but not statistically significant and therefore categories marked with the arrow across symbol should be considered equal in performance to the previous year).

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.