Ambulance Service of New South Wales
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Patient Satisfaction 2010

The National Patient Satisfaction Survey report details the service quality and satisfaction ratings of ambulance service patients across Australia and New Zealand, measured in 2010. 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

The overall satisfaction scores for the Ambulance Service of NSW were exceptionally high at 98%, which is consistent with 2009 research.

This table below lists our patient satisfaction scores across all the service dimensions measured. The results are presented as the proportion of customers who were: very dissatisfied or dissatisfied (column 2), neither satisfied nor dissatisfied (column 3), and satisfied or very satisfied (column 4). Comparison with 2009 results for proportion of satisfied or very satisfied customers is provided in column 5.

* Service dimensions are listed in descending order according to the number of satisfied or very satisfied customers in 2010.
↔↑↓ - These signs indicate change in the results over the period of 2009-2010.

Satisfaction scores across all service areas remain extremely high compared to 2009. We recorded an increase in Treatment satisfaction (from 98% in 2009 to 99% in 2010) and an increase in satisfaction for Communication staff assistance (from 97% in 2009 to 98% in 2010).

How did we come up with these results?

NSW Ambulance 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.