Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

Transcription

1 Department of Health and Human Services HEALTH SERVICES - AMBULANCE AND HEALTH TRANSPORT Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

2 Contents Forward 1 Introduction 3 Summary 4 Survey Results 5 Response Rate 5 Demographics 6 Major findings 7 Question 1: The person completing the survey 7 Question 2: When the ambulance was called, thinking about the time it took to be connected with an Ambulance Service call taker, were you? 8 Question 3: How satisfied were you with the assistance provided by the Ambulance Service call taker? 9 Question 4: Thinking about the time the ambulance took to arrive, were you? 10 Question 5: Thinking about how caring the ambulance officer/s that attended to you, were you? 12 Question 6: How satisfied were you with the standard of treatment provided by the ambulance officers? 14 Question 6: How satisfied were you with the standard of treatment provided by the ambulance officers? 14 Question 7: How satisfied were you with the ambulance officer s explanation about what was happening to you and why? 16 Question 8: Thinking about your journey in the ambulance, how satisfied were you with the quality of the ride? 18 Question 9: All things considered, if you had an emergency in your home, what do you think is a reasonable time for an ambulance to arrive after calling one? 20 Question 10: How satisfied were you overall with your last experience using the Ambulance Service? 21 Attachment 1 Tasmanian Ambulance Patient Survey Instrument 25 Attachment 2 Covering Letter 28 Attachment 3 Comments by Station 29

3 Forward Providing ambulance services in Tasmania is complex, given the State s small but dispersed population and rugged terrain. The challenge for the Tasmanian Ambulance Service is to be available and ready to respond quickly to help people in need whether they are in Hobart or Launceston, or in a regional city or rural towns, or out on the farms or in wilderness areas. To ensure provision of high quality services to the community we need an extensive, constantly available and well resourced network of paramedics, ambulance officers and volunteer ambulance officers to cover all parts of the State. In the last few years we have concentrated our efforts on properly resourcing the Service and this has seen major improvements in ambulance operational staffing (firstly in the north west then followed by Hobart and Launceston); upgrading the ambulance fleet (we have only recently received the 50 th new ambulance as part of a four year upgrade program); enhancing ambulance education and training with additional educators and a new state of the art simulation and skills training centre; improving training and support for our dedicated volunteers; establishing new volunteer first responder groups working in close cooperation with St John Ambulance. This patient satisfaction survey shows that the Service s biggest asset its staff are not only skilled, but dedicated to attending to the public s needs in a professional, sensitive and caring manner. Clearly our patients, right across the length and breadth of Tasmania, have given us a clear message our staff are doing a wonderful job. This is great feedback. This report shows that Tasmania has the highest overall level of patient satisfaction within state and territory ambulance services which is a great accolade. It is particularly pleasing that the public s views about the quality of the services we provide are high throughout the State and in every facet of our operations from handling emergency calls in the Communications Centre through to responding and caring for patients whenever and wherever they need us from the suburbs of our major towns to throughout rural Tasmania. This survey is repeated annually so we can continue to monitor how patients view our Service. We will not just rest on our laurels given the fine result this year, as we are committed to maintaining high standards of ambulance services into the future and we value feedback from patients. My thanks go to the staff throughout the State for their efforts, which have resulted in such positive feedback and to the patients who took the time to complete the survey and add additional comments. Thanks also to Peggy Tsang for her considerable efforts in compiling this report. Grant Lennox Chief Executive Officer Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 1 of 50

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5 Introduction Introduction The Convention of Ambulance Authorities (CAA) has carried out a national survey since This consistent process of patient research is to improve benchmarking on a number of indicators and provide an overall measure of patient satisfaction that would be comparable across state jurisdictions. This was continued in 2008 with patient satisfaction surveys conducted by individual States using standard questions and surveying over patients in each state. The previous surveys have allowed benchmarks to be set which can now be compared with the results of the 2008 survey. In May and June 2008, the Tasmanian Ambulance Service (TAS) undertook a statewide mail out survey of a random sample of patients who had used TAS. The main aim of this survey was to gain consumer feedback and measure the overall level of satisfaction with TAS at station, regional and state levels. The 2008 results will be utilised to assess changes in patient satisfaction levels over the past seven years as well as allowing comparisons with other state jurisdictions. Method In May 2008 surveys were mailed out to a random sample of patients attended by TAS during March and April The methodology used was simple random sampling. Each record was assigned a number randomly generated by the computer. The records were then sorted in an ascending order and the first patients were selected from a pool of past patients according to the distribution requirement by region and case types. All stations were included in the sample and surveys were coded by station type and region to allow further analysis. Survey questions consisted of an agreed national set of standard questions developed by the CAA and were accompanied by a letter from the Chief Executive Officer, TAS. Responses were received until 18 June The sample included a full range of case types including emergencies, urgent and non-urgent cases. The sample excluded those cases for which there was no valid address. Emergency/urgent cases were separated from non-urgent cases as the CAA only require the results of emergency/urgent cases. To ensure a more detailed analysis of TAS, non-urgent and emergency/urgent cases were combined and analysed together for the purposes of this report. All surveys were returned to the Health Services, Health Policy Unit where data was entered into a Microsoft Excel spreadsheet and results were analysed using descriptive statistics. A copy of the survey tool and the accompanying letter sent to survey participants can be seen in Attachments 1 and 2. Privacy A questionnaire was sent to those patients and was returned anonymously by mail thus the information collected does not identify any individual. Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 3 of 50

6 Summary A relatively high proportion (48 per cent) of patients responded to the mail out survey. Overall satisfaction with TAS was extremely high with 96.2 per cent of respondents being either very satisfied or satisfied with their experience of TAS. High satisfaction levels (97.8 per cent) were also reported by respondents for the level of care given by attending ambulance officers received. A slightly lower, but still high level of satisfaction (97 per cent) was reported for the standard of treatment provided by ambulance officers. Table 1 shows the level of satisfaction with TAS from 2002 to 2008, which has remained consistently high over the years. Table 1 Overall TAS satisfaction levels by year Overall Satisfaction Level 97% 97% 97% 95% 96% 97% 96% Results for TAS over the past few years have shown a consistently high level of patient satisfaction. The latest results in this report reflect that 96.2 per cent of respondents reporting being satisfied with TAS in Satisfaction with waiting times for ambulances were also high across the service, with 90.7 per cent (87.9 per cent in 2007) of respondents satisfied with the time taken to be connected with a call taker and 91.3 per cent (89.9 per cent in 2007) of respondents satisfied with the time taken for the ambulance to arrive. A detailed breakdown of results by region and station type is available in this report. The station responses were sub-categorised to cover: - Stations with a two paramedic crew 24 hours per day at Hobart, Glenorchy, Mornington, Launceston, Burnie, Devonport, Ulverstone and Latrobe. Double branch stations at Bridgewater and Kingston that have a paramedic on duty day and night with support by volunteer ambulance officers. Branch stations which have paramedics supported by volunteer ambulance officers (includes 12 rural stations - New Norfolk, Huonville, Sorell, Beaconsfield, Campbell Town, Deloraine, George Town, Scamander, Wynyard, Smithton, Zeehan and Sheffield) Rural stations wholly staffed by volunteer ambulance officers (Bothwell, Bruny Island, Dodges Ferry, Dunalley, Dover, Maydena, Nubeena, Oatlands, Triabunna, Wayatinah, Bicheno, Swansea, Coles Bay, Avoca, Flinders Island, Miena, St Helens, St Marys, King Island, Rosebery, Strahan, Tullah, Waratah). Caution needs to be used when interpreting results by station type due to the small number of respondents in each station subgroup. The small number of responses within each group may also influence regional variations and effect comparisons of results with previous years. However, the small number of responses by station type allows individual dissatisfied survey respondents and their comments to be reviewed and acted upon by the station directly involved. Detailed comments from respondents can be found in Attachment 3. Page 4 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

7 Survey Results Survey Results Response Rate Of the forms mailed out to patients, a total of 48 surveys were returned to sender due to incorrect addresses or deceased patients. These returned to sender surveys were noted and subtracted from the total number of surveys sent out to enable the calculation of more accurate response rates. The overall response rates to the survey were consistently high as shown in Table 2. These figures are comparable to the overall response rates achieved in the 2005 (41.3 per cent), 2006 surveys (52.4 per cent) and 2007 surveys (46.3 per cent). Nationally the average response rate of emergency/urgent cases was 36 per cent in Tasmania s response rate of 45 per cent (48 per cent including non-urgent cases) was well above the national average. Table 2 Response rate by region Region Number of Number Sent Response responses (minus return to sender) Rate (%) South % North % North West % TOTAL % There is a greater variation in response rates at the individual station level, a trend that was also present during the past four surveys. As shown in Table 3, Launceston station recorded the highest response rate (52.7 per cent) whilst Double Branches recorded the lowest response rate for 2008 (39.7 per cent). Table 3 Response rate by station type Station Type Number of responses Number Sent (minus return to sender) Response Rate 2008 (%) Response Rate 2007 (%) Response Rate 2006 (%) Response Rate 2005 (%) Response Rate 2004 (%) Hobart % 47.1% 48.4% 35.0% 48.2% Mornington % 43.4% 51.7% 41.8% 52.6% Glenorchy % 41.8% 44.6% 37.6% 46.0% Launceston % 48.2% 58.1% 46.0% 50.7% Burnie % 45.7% 48.6% 42.2% 54.3% Devonport % 47.2% 53.5% 42.6% 45.7% Latrobe % 50.7% n.a. n.a n.a Ulverstone % n.a n.a n.a n.a Double Branches % 46.7% 54.6% 43.8% 49.3% Branches % 44.6% 57.3% 37.7% 48.0% Volunteer % 49.4% 52.3% 50.6% 57.3% TOTAL % 46.3% 52.4% 41.3% 49.8% Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 5 of 50

8 Demographics In the past five years, a range of demographic indicators were used to assess the type of respondents answering the survey and their usage of the ambulance service. As shown in Table 4 there is little variation in the demographic characteristics of respondents over the last five years. Consistent demographics between the surveys help to eliminate sampling bias and enables valid comparisons of survey responses across the five years. Table 4 Demographic characteristics of respondents by year Demographics 2008 (%) 2007 (%) 2006 (%) 2005 (%) 2004 (%) Person completing the survey Patient Relative or Carer of Patient Sex Male Female Age < 20yrs yrs yrs > 70s Usage of Service Once times > 5 times Page 6 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

9 Survey Results Major findings Question 1: The person completing the survey Of the 823 responses to the survey, 69 per cent of respondents were completed by the patient that was transported with the remaining questionnaires being completed by a relative or carer of the patient. Results for 2007 were consistent with this trend with 72 per cent of surveys being completed by the patient. Is the person completing this survey? Carer, 31% Patient, 69% Figure 1 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 7 of 50

10 Question 2: When the ambulance was called, thinking about the time it took to be connected with an Ambulance Service call taker, were you? As shown in Figure 2, the majority of respondents to the survey (90.7 per cent) were very satisfied or satisfied with the time taken to be connected to the Ambulance Service call taker. One per cent of the respondents were dissatisfied or very dissatisfied with the time taken, a 0.1 per cent decrease compared to The national survey found that Tasmania had the highest satisfaction rate of 99 per cent % Queston 2: Overall satisfaction with the time taken to be connected with an Ambulance Service call taker 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied Don't Know / Can't Say % 18.7% 0.5% 0.4% 0.6% 4.3% 3.6% % 19.6% 1.5% 0.7% 0.4% 4.7% 4.8% % 23.0% 1.5% 0.1% 0.2% 6.9% 3.9% % 21.4% 1.0% 0.7% 0.7% 5.4% 6.9% % 18.0% 1.9% 0.7% 0.1% 10.1% 5.2% Figure 2 N/A Figure 3 shows that there was little difference in satisfaction levels for the time taken to be connected with a call taker across the three regions. There were only 0.3 per cent of respondents from the North West region, 0.9 per cent of the respondents in the Southern region and significantly 2.4 per cent from the Northern region were dissatisfied and very dissatisfied with the time taken to be connected to a call taker. Queston 2: Overall satisfaction with the time taken to be connected with an Ambulance Service call taker, % 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied Don't Know / Can't Say South 72.8% 18.9% 0.9% 0.0% 0.9% 4.1% 2.4% North 66.0% 22.2% 0.6% 1.2% 1.2% 5.6% 3.1% North West 74.0% 16.7% 0.0% 0.3% 0.0% 3.9% 5.1% Figure 3 It should be noted that all the ambulance calls are answered in the TAS Communication Centre which is located in Hobart. N/A Page 8 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

11 Survey Results Question 3: How satisfied were you with the assistance provided by the Ambulance Service call taker? Overall a large proportion of respondents (90.9 per cent) were very satisfied or satisfied with the assistance given by the call-taker (Figure 4), a 3.6 per cent increase when compared to 2007 (87.3 per cent). The national survey also found that Tasmania had the highest satisfaction rate of 99 per cent which is very encouraging. Only 0.9 per cent of respondents were dissatisfied with the service and 4.6 per cent did not offer an opinion. The proportion of patients who did not offer an opinion has been consistent over the last few years and may reflect the instances where the call for the ambulance was made by someone other than the patient, thereby resulting in the patient being unable to comment on the assistance provided % Queston 3: Satisfaction levels with assistance provided by the Ambulance Service call taker 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied % 17.2% 0.1% 0.4% 0.5% 4.6% 3.6% % 15.2% 0.9% 0.7% 0.1% 5.6% 5.4% % 21.4% 1.1% 0.5% 0.4% 6.2% 4.1% % 19.6% 1.0% 0.6% 0.4% 5.2% 8.4% % 15.5% 0.9% 0.7% 0.4% 10.9% 0.0% Figure 4 Very Dissatisfied Don't Know / Can't Say N/A Further breakdown (Figure 5) of responses to this question by region showed that there was no noticeable difference in satisfaction levels across the three regions. 80.0% Queston 3: Satisfaction levels w ith the assistance provided by the Ambulance Service call taker, % 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 75.1% 15.4% 0.3% 0.9% 0.3% 4.7% 3.3% North 66.3% 23.9% 0.0% 0.0% 1.2% 4.9% 3.7% North West 75.8% 15.8% 0.0% 0.0% 0.3% 4.2% 3.9% Figure 5 Very Dissatisfied Don't Know / Can't Say N/A Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 9 of 50

12 Question 4: Thinking about the time the ambulance took to arrive, were you? Figure 6 shows the majority of respondents (91.3 per cent) indicated that they were very satisfied or satisfied with the amount of time taken for the ambulance to arrive. Only 2.7 per cent of respondents were dissatisfied with the time taken for the ambulance to arrive. A similar proportion (89.9 per cent) of patients rated they were very satisfied or satisfied in 2007 for the time taken for the ambulance to arrive. Some of the comments received by survey respondents highlight these issues: My circumstances when they called they were here in about 5 minutes which probably saved me from going into a coma in my sleep. I find that exceptional in all areas and I don't think can be bettered. It took the ambulance about 10 mins within. Very happy with the officers explanation and caring of my son. We live between Devonport and Latrobe and it took too long for the ambulance to arrive. My husband had a heart attack and although they got his heart going again he never recovered and died in Launceston. He went too long without oxygen to his brain. We live less than 5 mins by ambulance in either direction. We were in such a desperate need of help in the town of Ulverstone Tasmania. I was standing my previous wife who was in the car crying for help while I could only look at an ambulance a few feet away behind a glass door and say the ambulance won't be long, while this nightmare surrounded us. My wife had a severe headache that had suddenly come upon her, and asked that I could get her to a doctor. I tried the two surgeries of the local doctors on which it was a Saturday afternoon, no one was available. By then, she was in extreme pain and asked for an ambulance, I took her straight around to the ambulance station at Ulverstone. There were ambulances there BUT NO ONE IN ATTENDANCE. I had to call for triple O to get an ambulance which I believe took about twenty minutes to come from Burnie. By then she was in a very distressed state the ambulance attendant asked her two or three questions and then she collapsed and did not recover. MY CRY WAS WHERE ARE THE AMBULANCE DRIVERS. How I longed for some one to be there to drive that AMBULANCE BUT THERE WAS NO ONE. SHE DID NOT RECOVER. We waited 3 hours for the ambulance. I could not lift the patient from the driveway myself, he had a deep cut in the back of his head (he is insulin dependant diabetic) only waiting for 3 hours to be told by ambulance guys "Oh we can take him to hospital but you will have to wait for a long time putting us off, see your doctor tomorrow". Doctor saying it should have been stitched that night. They really couldn't care less "they had had a busy night". Very disappointed due to his condition (diabetic) loss of blood and a head injury. The service offered by the attending officers was excellent. The time it took from the call to arrival at our place (5 mins drive from the closest station) was over 445 mins. BAD. The Government need to have more ambulance available and help the service and not hinder their excellent work. The time it took for ambulance to arrive was unacceptable, we made six calls to call centre and were told on each call ambulance had left Hobart. On a normal day, driving from Margate to Hobart takes about 20 to 30 minutes. But the care from ambulance officers cannot be faulted. Page 10 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

13 Survey Results 100.0% Question 4: Overall satisfaction with the time taken for the ambulance to arrive 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied Don't Know / Can't Say % 28.9% 2.3% 1.1% 1.6% 2.0% 1.8% % 26.7% 3.5% 1.5% 0.7% 2.5% 2.0% % 30.5% 3.6% 2.1% 0.5% 3.0% 1.5% % 29.1% 4.0% 2.1% 0.6% 3.6% 2.5% % 26.9% 3.1% 2.1% 0.8% 4.4% Figure 6 N/A There was minimal regional variation in the satisfaction levels for the time taken for the ambulance to arrive as shown in Figure 7. This year all three regions were rated equally high. Queston 4: Overall satisfaction with the time taken for the ambulance to arrive, % 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 61.1% 29.2% 2.9% 1.5% 2.1% 2.4% 0.9% North 56.4% 34.4% 1.2% 1.2% 2.5% 2.5% 1.8% North West 66.7% 25.8% 2.1% 0.6% 0.6% 1.5% 2.7% Figure 7 Very Dissatisfied Don't Know / Can't Say N/A Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 11 of 50

14 Question 5: Thinking about how caring the ambulance officer/s that attended to you, were you? An overwhelming majority (97.8 per cent) of respondents were very satisfied or satisfied with the caring attitude of attending ambulance officer/s (Figure 8). The corresponding result for the last survey was 98.6 per cent which shows that a high proportion of respondents found the ambulance officers very caring or caring % Question 5: Satisfaction w ith the level of care given by ambulance officers 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied % 9.2% 0.6% 0.2% 0.6% 0.2% % 11.2% 0.3% 0.3% 0.5% 0.4% % 13.6% 1.2% 0.6% 0.2% 0.6% % 12.4% 1.3% 0.9% 0.9% 0.7% % 10.8% 0.7% 0.3% 0.3% 0.4% Figure 8 Don't Know / Can't Say The national survey found that Tasmania and Queensland had the highest satisfaction rate of 99 per cent regarding the level of care given by ambulance officers. This is evident in the survey comments below: The service is excellent and we find the officers are very caring and efficient and they are most assuring. If anyone complains about the services you give, then I can only assume they are very very hard to please! They were caring and understanding and very good at explaining what was happening. I could not have had better service in all departments regards to the ambulance service. Congratulations to all the staff members with many thanks. The ambulance officers were very professional, caring and reassuring. Previous experience for other family members in 2005, and 2001, was also of an extremely high standard in all aspects. Breakdown of responses to this question by region showed minimal regional variations with satisfaction levels (Figure 9). Overall there were only 7 respondents dissatisfied with the caring attitude of officers, some survey comments highlight this issue include: Ambulance woman told us that it wasn't worth being taken to the RHH unless you were having a heart attack or your leg was hanging off because all they would do is sent you home. I reported the ambulance woman to the ambulance board but still till now I don't know what happened, it upset my husband and myself. She was very rude. Page 12 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

15 Survey Results We waited 3 hours for the ambulance. I could not lift the patient from the driveway myself, he had a deep cut in the back of his head (he is insulin dependant diabetic) only waiting for 3 hours to be told by ambulance guys "Oh we can take him to hospital but you will have to wait for a long time putting us off, see your doctor tomorrow". Doctor saying it should have been stitched that night Treating of patient who was seriously ill staying in hospital for 4 weeks also dropping him on the street while getting him into the ambulance Last trip not very caring, very nasty, just a job. To them: you need people who care about you etc. They didn't. They came and left and I was in so much pain. I had to phone again and I got the same people. Like to see them in pain. P.S. will call a cab next time. Hospital was no better. The ambulance driver was very rude!! He refused to take my daughter to the hospital. He stated that there were sicker people up there than HER!!! When in fact, she was one of the sickest.the last 5 or 6 times that I have rang the ambulance, the same person has turned up and each time he has refused to take anyone to the LGH. He does not even check you over!! He wouldn't have a clue what was wrong Attendant rude, did not listen to what I said and wrote an inaccurate report on my condition. Did not fully utilise their equipment to maximise my comfort. Question 5: Satisfaction w ith the level of care given by ambulance officers, % 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 88.1% 9.5% 0.3% 0.6% 0.3% 0.3% North 90.4% 6.4% 0.6% 0.0% 1.3% 0.6% North West 88.2% 10.2% 0.9% 0.0% 0.6% 0.0% Figure 9 Very Dissatisfied Don't Know / Can't Say Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 13 of 50

16 Question 6: How satisfied were you with the standard of treatment provided by the ambulance officers? Satisfaction with the standard of treatment received was very high with 97 per cent of respondents indicating they were either very satisfied or satisfied (Figure 10). Only 1.1 per cent of respondents were dissatisfied with the standard of treatment and 0.9 per cent were neutral. Majority of the respondents were very satisfied with the standard of treatment received as shown by the following comments: The ambulance men that attended me on the occasions I needed them went far beyond their call of duty. I think the Tasmanian ambulance officers are very kind and patience with the sick. I thank them all from the bottom of my heart. Thank goodness we have an ambulance station in Sheffield now. We could not have been treated with more kindness, compassion, care or understanding at a stressful time. Well done TAS. It was absolutely wonderful to be treated in all instances by caring, compassionate, professional people. I cannot recommend too highly the service which was provided % Question 6: Satisfaction with the standard of treatment provided by ambulance officers 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied % 10.0% 0.9% 0.6% 0.5% 0.2% 0.7% % 11.4% 0.8% 0.6% 0.3% 0.3% 0.3% % 14.1% 1.8% 0.2% 0.1% 0.8% 0.6% % 12.7% 1.3% 1.0% 0.9% 0.6% 0.1% % 11.0% 0.8% 0.5% 0.3% 0.4% Figure 10 Very Dissatisfied Don't Know / Can't Say N/A Of the 9 respondents that were very dissatisfied with the standard of treatment. Further breakdown of responses to this question by region showed that there was no noticeable difference in satisfaction levels across the three regions (Figure 11). Page 14 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

17 Survey Results Question 6: Satisfaction with the standard of treatment provided by ambulance officers, % 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 86.8% 10.1% 0.3% 0.6% 0.6% 0.3% 1.2% North 88.4% 7.7% 0.6% 1.3% 0.6% 0.6% 0.6% North West 86.6% 10.9% 1.6% 0.3% 0.3% 0.0% 0.3% Figure 11 Very Dissatisfied Don't Know / Can't Say N/A Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 15 of 50

18 Question 7: How satisfied were you with the ambulance officer s explanation about what was happening to you and why? Overall a very high proportion (94.7 per cent) of respondents indicated that they were either satisfied or very satisfied with the explanation given by the attending ambulance officer (Figure 12). This is at the same level as last year result. The national survey also found that Tasmania performed strongly in this question (98 per cent of very satisfied and satisfied customers). The following survey comments highlight respondents satisfaction in the ambulance officer s explanation: The ambulance officers are very caring and explain everything, also very professional, they make you feel calm and safe in their company. I have always been treated with respect. The officers have been polite, caring and showed great kindness, explaining carefully as much as they could as to why I am in the situation I have always been very pleased with the service. I did not make the initial call so cannot answer the first question. The level of care was very good - each person introduced themselves and each procedure was explained thoroughly. I was in some pain and had concerns - out of my comfort zone. The level of care reflects the high standard and professionalism of the people and their training. The level of care says a lot for the people doing a stressful job very well. I may have been lucky enough to get the "dream" team or perhaps all ambulance staff work to the same high standards. I am very grateful. Thanks. The ambulance drivers that picked my up from an accident in Launceston were fantastic! They showed sympathy and empathy whilst explaining the process of how and why they were helping me. They were efficient but 'hurried slowly' making sure they didn't 'alarm' me or anyone with their thorough actions. In 1996, I was critically injured in an accident also. The two ambulance men were amazing. They assured me they were only 'doing their job' but after the accident, these men went back to the accident scene to search for my personal belongings - which were found. They then dropped them off at the LGH. I've never met them to thank them. One of the attending officers helped to calm my kids down by explaining the situation to them because they were very disturbed by what had happened. This was very helpful and reassuring. I thought both officers responded very professionally and above and beyond the call of duty. The male and female who attended my son were fantastic. They were very thorough and explained everything and even popped back the next day to check on him. I can't say good enough about them. It was our first experience calling an ambulance. They deserve gold % Question 7: Satisfaction levels with the ambulance officers explanation with what was happening 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied % 18.4% 1.4% 0.4% 0.6% 1.0% 1.9% % 19.5% 3.2% 0.5% 0.3% 1.0% 0.9% % 21.4% 3.6% 0.5% 0.2% 1.1% 1.0% % 21.4% 2.4% 0.5% 1.4% 1.2% 2.1% % 20.1% 2.0% 0.8% 0.8% 1.9% Figure 12 Very Dissatisfied Don't Know / Can't Say Page 16 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 N/A

19 Survey Results Of the eight respondents who indicated dissatisfaction with explanations, 2 were from the North West region (Ulverstone and Devonport), 3 from the Northern region (1 from Launceston and 2 from North Branch) and 3 from the Southern region (1 from Glenorchy and 2 from Hobart) (Figure 13) % Question 7: Satisfaction levels w ith the ambulance officers explanation w ith w hat w as happening, % 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 77.2% 16.9% 0.9% 0.6% 0.3% 1.5% 2.5% North 73.2% 19.1% 1.3% 0.6% 1.3% 0.6% 3.8% North West 76.9% 19.6% 1.9% 0.0% 0.6% 0.6% 0.3% Figure 13 Very Dissatisfied Don't Know / Can't Say N/A Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 17 of 50

20 Question 8: Thinking about your journey in the ambulance, how satisfied were you with the quality of the ride? Overall the majority of respondents (86.9 per cent) were either very satisfied or satisfied with the quality of the ride in the ambulance (Figure 14). Only 1.9 per cent respondents were dissatisfied or very dissatisfied with the quality of the ride, a 2.1 per cent decrease when compared to last year survey. The national survey found that Tasmania has improved the satisfaction rate from 93 per cent in 2007 to 96 per cent this year, it was the only state to do so. Tasmania was the second best of the list. Respondents dissatisfied with the ambulance ride were interspersed across stations and case types and could be explained by geographical and transport differences such as rugged terrain or windier roads. This is evident in the following comments received from survey respondents: I found it very painful whilst entering the ambulance. The trip in the ambulance is very unpleasant. They rattle, shake, have no springs! And I think that some serious sick patients most feel near to death when they arrive at the hospital. Bumpy ride, hard bed. The suspension of the ambulance is too stiff gives a very bumpy ride. I was transport from North West Regional Hospital to Launceston for a MRI scan by patient ambulance. What an awful ride in the back of the ambulance it was so rough and no good as I had a back injury. The staff were so good cannot fault them but it was so rough to ride in All ambulance personnel were very caring and professional. Patient had bad back and ride for her was rough % Question 8: Thinking about your journey in the ambulance, how satisfied were you with the quality of the ride? 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied % 25.9% 2.0% 1.3% 0.6% 2.4% 6.7% % 27.9% 2.7% 2.7% 1.3% 3.2% 7.1% % 29.2% 4.0% 2.8% 1.0% 4.0% 7.0% % 27.9% 4.3% 2.6% 1.4% 3.2% 7.1% % 22.8% 4.1% 2.1% 1.1% 11.5% Figure 14 Very Dissatisfied Don't Know / Can't Say N/A Page 18 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

21 Survey Results Satisfaction levels with the quality of the ride also showed little difference across each region. The Southern region had the highest satisfaction rate and the Northern region was rated the worst (Figure 15) % Question 8: Thinking about your journey in the ambulance, how satisfied w ere you w ith the quality of the ride, % 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied Don't Know / Can't Say N/A South 62.5% 23.8% 1.9% 1.3% 0.6% 3.1% 6.9% North 60.8% 24.2% 3.3% 1.3% 0.0% 3.3% 7.2% North West 59.7% 28.9% 1.6% 1.3% 1.0% 1.3% 6.3% Figure 15 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 19 of 50

22 Question 9: All things considered, if you had an emergency in your home, what do you think is a reasonable time for an ambulance to arrive after calling one? The majority of respondents (62.5 per cent) thought an ambulance should reasonably take between 6-15 minutes to arrive at their home in an emergency. Only 2.2 per cent of respondents thought it was reasonable for an ambulance to take greater than 30 minutes to arrive. While these results show little variation from the previous years (Figure 16), it is interesting to note that the majority of respondents believe an ambulance should arrive within 6-15 minutes in an emergency. 7.1 per cent of respondents thought the ambulance should take 1-5 minutes to arrive, a decrease of 5.2 per cent when compared to % Question 9: Patient perception of how long an ambulance should take to arrive after an emergency in their home 45% 30% 15% 0% 1-5 mins 6-10 mins minus minus minus 30+ mins % 34.1% 28.4% 18.0% 10.1% 2.2% % 34.4% 29.6% 17.4% 9.0% 1.8% % 34.9% 30.3% 13.8% 7.2% 1.5% % 36.9% 27.3% 15.9% 9.8% 1.4% % 36.4% 29.2% 15.8% 9.0% 1.7% Figure 16 Page 20 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

23 Survey Results Question 10: How satisfied were you overall with your last experience using the Ambulance Service? Overall satisfaction levels with the Ambulance Service were extremely high. In 2008, 96.2 per cent of respondents were very satisfied or satisfied with their experience with the Ambulance Service (slightly lower than in 2007 (97.2 per cent) but an increase from 2005 (95.1 per cent). Overall the percentage of respondents who were satisfied with their last experience with the ambulance service has remained consistently high over the five-year period (Figure 17) % Question 10: Overall Satisfaction w ith the Ambulance Service 80.0% 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied Very Dissatisfied % 15.3% 0.8% 0.8% 1.3% 1.0% % 17.1% 0.9% 0.6% 0.3% 1.0% % 20.0% 1.4% 1.3% 0.2% 1.2% % 17.1% 1.8% 0.6% 1.1% 1.4% % 17.9% 0.8% 0.7% 0.3% 1.6% Figure 17 Don't Know / Can't Say There were more respondents dissatisfied or very dissatisfied with the service in 2008 (2.1 per cent) than in 2007 (0.9 per cent) and in 2006 (1.5 per cent). A breakdown of comments from the 16 dissatisfied respondents in 2008 indicated some of their concerns: There were 9 concerns about the attitude and behaviour of the ambulance officers. There was a concern about the reply method after a complaint. The other related to non attendance of service. There were 2 concerns about the time waited for the ambulance to arrive. Three dissatisfied respondents did not give any written comments on the Ambulance Service in the survey form. Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 21 of 50

24 Figure 18 shows that satisfaction levels have remained high across all regions. The highest levels of satisfaction were seen in the North West region with 97.5 per cent and the Southern region with 94.8 per cent of respondents very satisfied or satisfied with the service % Question 10: Overall Satisfaction w ith the Ambulance Service, % 60.0% 40.0% 20.0% 0.0% Very Satisfied Satisfied Neither Dissatisfied South 79.6% 15.1% 1.2% 1.2% 1.2% 1.5% North 80.1% 16.7% 0.6% 0.0% 1.9% 0.6% North West 82.7% 14.8% 0.3% 0.6% 0.9% 0.6% Figure 18 Very Dissatisfied Don't Know / Can't Say Figure 19 gives more detailed results by station type for the last five years. While satisfaction levels remain high overall, there have been changes at some stations. Most noticeable is the 100 per cent satisfaction levels at the Burnie, Latrobe and Double Branches stations. Glenorchy and Launceston stations have also shown an increase in satisfaction levels from last year. Hobart, Mornington, Devonport, Rural Branches and Volunteer stations, however, have all had decreases in satisfaction levels % Question 10: Overall Satisfaction with the Ambulance Service by Station 95.0% 90.0% 85.0% 80.0% Hobart Morningto n Glenorchy Launcesto n Burnie Devonport Latrobe Ulverstone Double Branches Rural Branches Volunteer Stations % 96.3% 97.7% 97.3% 100.0% 95.3% 100.0% 95.8% 100.0% 96.5% 95.1% % 97.3% 94.4% 96.1% 94.9% 100.0% 97.2% % 97.9% 100.0% % 98.9% 96.1% 95.0% 96.5% 94.3% % 96.0% 95.6% % 90.5% 98.4% 97.0% 95.7% 95.9% % 97.6% 92.9% % 95.6% 97.4% 99.1% 95.8% 96.2% % 96.2% 90.0% Figure 19 Page 22 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

25 Survey Results The survey also classified ambulance cases by either emergency/urgent or non-urgent to see if there were any differing trends between the types of transports. Figure 20 shows in terms of overall satisfaction with the service, there is little overall difference between emergency/urgent and non-urgent cases. The most noticeable difference is at the Burnie and Latrobe stations where 100 per cent of emergency/urgent patients (an increase of 4.9 and 3.4 per cent from 2007 respectively) were satisfied with the service. Also they were both rated 100 per cent satisfactory results for non-urgent cases. Results from last year indicate that Devonport and Hobart had the highest satisfaction rate of 100 per cent for emergency/urgent patients. In contrast, Latrobe was the only one had 100 per cent satisfaction results for non-urgent cases last year. Question 10: Satisfaction levels by Urban stations Emergency/Urgent Cases vs Non- Urgent Cases 100.0% 80.0% 60.0% 40.0% 20.0% 0.0% Burnie Devonport Glenorchy Hobart Launceston M ornington Latrobe Emergency/Urgent % 100.0% 94.6% 100.0% 97.7% 98.3% 96.6% Emergency/Urgent % 93.8% 97.2% 92.1% 97.9% 97.6% 100.0% Non Urgent % 72.7% 93.8% 94.4% 86.7% 93.3% 100.0% Non Urgent % 93.8% 100.0% 71.4% 94.4% 91.7% 100.0% Figure 20 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 23 of 50

26 Attachments: Attachment 1: Tasmanian Ambulance Patient Survey Instrument Attachment 2: Covering Letter Attachment 3: Patient comments by Station Page 24 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

27 Attachment 1 Tasmanian Ambulance Patient Survey Instrument Attachment 1 Tasmanian Ambulance Patient Survey Instrument Tasmanian Ambulance Service Patient Satisfaction Survey 2008 Please answer the questions below by placing a tick in the appropriate box. If you don t understand any questions, please use the don't know option and move to the next question. If the question is not relevant to your experience, mark the NA box and move on to the next question. Please note that your personal opinions will be kept confidential and that no information which could identify you will be released. Information obtained from you will be combined with the other responses and used for analytical purposes only. 1. Is the person completing this survey? 1. The patient that was transported 2. A relative, or carer of the patient If you are completing the survey on behalf of the patient, where ever possible the questions should be answered from the patient s perspective. However, some questions may relate more to your experience and can be answered from your perspective. 2. When the ambulance was called, thinking about the time it took to be connected with an Ambulance Service call taker, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very Dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 3. How satisfied were you with the assistance provided by the Ambulance Service call taker, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very Dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 4. Thinking about the time the ambulance took to arrive, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very Dissatisfied 6. (Don t know/can t say) 7. (Not applicable) Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 25 of 50

28 5. Thinking about how caring the ambulance officers that attended to you were, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very Dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 6. How satisfied were you with the standard of treatment provided by the ambulance officers, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 7. How satisfied were you with the ambulance officers explanation about what was happening to you and why, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 8. Thinking about your journey in the ambulance, how satisfied were you with the quality of the ride i.e. smoothness of transport and quietness of the vehicle? Overall, were you? 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very dissatisfied 6. (Don t know/can t say) 7. (Not applicable) 9. All things considered, if you had an emergency in your home, what do you think is a reasonable time for an ambulance to arrive after calling one. 10. How satisfied were you overall with your last experience using the Ambulance Service, were you? In minutes 1. Very satisfied 2. Satisfied 3. Neither satisfied, nor dissatisfied 4. Dissatisfied 5. Very dissatisfied 6. (Don t know/can t say) Page 26 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

29 Attachment 1 Tasmanian Ambulance Patient Survey Instrument 11. Gender (of the patient) 1. Male 2. Female 12. Please indicate the age group that you (the patient) fall into. 13. How many times have you (the patient) used the Ambulance Service (in the last 12 months)? and over 1. Once 2. Between 2 and 5 times 3. More than 5 times 14. What is your (the patient s) postcode Please add any additional comments you have regarding your experience of the Tasmanian Ambulance Service. The Tasmanian Ambulance Service respects your privacy and would like to thank you for taking the time to complete this questionnaire. Please place the completed questionnaire in the reply paid envelope provided and post back to us by Wednesday 18 June, Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 27 of 50

30 Attachment 2 Covering Letter Attachment 2 Covering Letter Tasmanian Ambulance Service State Administration 85a Argyle Street Hobart TAS 7000 Ph: May, 2008 Dear Sir/Madam, Tasmanian Ambulance Service Patient Satisfaction Survey On a regular basis the Tasmanian Ambulance Service surveys a number of its past patients. The survey seeks to quantify the level of satisfaction patients have with the performance of the Service as well as offering invaluable insight into areas of our operations that may require special attention and/or improvement. In essence it gives the Service an indication of how well it is serving the people of Tasmania. As a past patient of the Tasmanian Ambulance Service you have been randomly selected from a pool of past patients to receive a questionnaire. If you are a parent, other relative or a friend of the patient and were present at the time of the ambulance call, please feel free to complete the form on the patient's behalf. If you are unable to complete this questionnaire for personal or health-related reasons the Ambulance Service would like to apologise for any discomfort receiving this questionnaire may have caused. If you have received this letter on behalf of a patient who is now deceased, the Ambulance Service apologises for the distress it may have caused, but hopes you will understand that this is an anonymous survey and there was no way to check a patient s outcome prior to its distribution. The Service would like to receive your response on behalf of the patient if you feel able and willing to contribute. The questionnaire contains only fourteen questions and should take no longer than 10 minutes to complete. In most cases, all you need to do is put a tick in the box alongside your answer. At the end of the questionnaire there is room for any comments you wish to make. Please note that your personal opinions will be kept confidential and that no information, which could identify you, will be released. Information obtained from you will be collated with the other responses and used for analytical purposes only. Please take 10 minutes to complete the following questionnaire knowing the information you provide us will be used to improve the Ambulance Service for all Tasmanians. Once you have completed the questionnaire please place it in the reply-paid envelope provided and post it back to us by Wednesday June 18, Yours sincerely GRANT LENNOX Chief Executive Officer Tasmanian Ambulance Service Page 28 of 50 Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008

31 Attachment 3 Comments by Station Attachment 3 Comments by Station Hobart Officers in attendance were very competent and polite. We understand that the service is a very busy one and were very satisfied with the help and care given. As first time ever patient using Tasmanian Ambulance Service, we were most impressed and grateful. As mother/carer to intellectually disabled son, I was very appreciative of care and explanation of my son's injury and care. Frankly, I was petrified myself but the officers were re-assuring and helpful to me and my son, at an awful time. Thank you, thank you. The men on the ambulance are the best, extra nice, could get no better to look after you. The ambulance service is superb. The clerical staff at DVA are after very officious and nasty particularly one person. Even though the patient is 100% eligible to use the service she always makes difficulties and makes one feel inadequate and unworthy of the Vets ambulance always insists on going through the doctor for the service although it is clearly stated on your brochures that one can self refer for medical and hospital visits if one is incapacitated and a gold card holder. You should look into this because this is affecting to patients wanting to use the service. They were wonderful seeing I am a refugee from Africa. I cannot speak too highly of the professional and caring service I received. Excellent service and do a good job for me. Ambulance woman told us that it wasn't worth being taken to the RHH unless you were having a heart attack or your leg was hanging off because all they would do is sent you home. I reported the ambulance woman to the ambulance board but still till now I don't know what happened, it upset my husband and myself. She was very rude. Unfortunately my mother in law passed away in the Hobart Private after her last trip by ambulance. She had quite a few trips over the last 18 months and we have had very pleasant experience with friendly and professional staff. Thank you. Some of the female officers were nice looking as well! Ambulance called from doctor's surgery by practice nurse call centre advised nurse to get patients to go to A & E, Dr spoke to call centre and demanded ambulance immediately. Ambulance arrived and to A & E. I was put onto ventilation and in ICU for 5 days with pneumococcus. I was disappointed with the ambulance transfer from the Royal Hobart Hospital. Appeared to be lack of liaison between ambulance and hospitals - perhaps unavoidable. I received courtesy at all time. Fantastic service. Thank you. Overall, we are happy with the ambulance service, the officer were great. They were very professional in what they are doing. In time of urgency, we wish the ambulance would be a bit more faster! Thank you. I thought the service and professionalism of the staff was excellent. Well done! Courteous, helpful, very patient - extremely patient and understanding. No complaint whatsoever. I would like to compliment the service on their kindness and professional service towards people. I have had to call an ambulance to my family on at least 4 occasions. Each time the person on the phone has been helpful and reassuring and the ambulance staff have been efficient and caring. A paramedic told me "always call an ambulance if you are really worried and let them decide on the patient's requirements". In my case, twice the patients were taken to hospital. The ambulance workers who attended the client s medical emergencies were extremely professional and always strived to make the client comfortable and less stressed. Fantastic job guys. High regard. The care and attention given to my wife when using the ambulance service could not be faulted in anyway. Very much appreciated. From phoning to arrival of ambulance was not enough time to change my slippers to shoes. As my doctor is not available after Thursday I phone "outside doctor service". However I got a tin box with electronics on the line. The box could not listen only talk and I thought sending an ambulance was somewhat overdoing ti. However as it proved it could have saved my life. This was the first time in my life to be chauffeur, in uniform driven in a Mercedes. The officers are outstanding in their care and attention. They inspire confidence and are most efficient. The service was supervise. I cannot express strongly enough my respect for the team's intelligence, professionalism, compassioned. You can be proud of them. My thanks. They were absolutely wonderful. Could not fault the service. Tasmanian Ambulance Service Patient Satisfaction Survey Summary of Result 2008 Page 29 of 50