The 2007-2008 Medical Patient Satisfaction Survey reports are currently being collated and will be sent to facilities in August/September for review and the development of action plans aimed at addressing identified areas for service improvement.
The trial survey of Aboriginal and Torres Strait Islander patients is currently in the reporting stage and covers nine facilities across the State.
Further information
The satisfaction of our patients is a key component in delivering quality health care. Queensland Health is committed to regularly reviewing its services to ensure they are responsive to your health needs. One way to achieve this is to randomly survey our patients about the services they have received in our hospitals.
Most Commonly Asked Questions
Patients surveyed
How did Queensland Health choose the patients that were sent a survey form?
How was the survey conducted?
What happens to the results of the survey?
Confidentiality
How can I keep up to date on what is happening?
A list of commonly asked questions and answers were compiled to assist patients with their enquiries during the survey period.
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Most Commonly Asked Questions |
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Question |
Answer |
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| 1. | What's the point of the interview? | The satisfaction of our patients is a key component in delivering quality health care. We need to find out whether patients are satisfied with the care provided so we can prioritise where any changes may be needed and then develop plans to improve the quality of our services. This interview collects information about satisfaction directly from patients, from 74 hospitals across the state, so we are able to get a comprehensive and reliable measure of the levels of satisfaction both at a state-wide and hospital level. |
| 2. | How confidential is the information that I provide? | Because we are part of the government, we're covered by privacy legislation that does not allow us to keep names or addresses attached to any information that is provided by you in this interview. Therefore, the individuals who participate cannot be identified or linked with the responses they provide. |
| 3. | Why am I being interviewed? | One way to measure satisfaction is to randomly interview our patients about the services they have recently received in our hospitals. The 74 largest public hospitals in Queensland are participating in this patient satisfaction interview. You are being interviewed because you were a patient of one of these hospitals and had consented to being contacted for feedback (Feedback Consent form signed in hospital). |
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Where did you get my name? |
Patients have been selected from records provided by the hospitals. The interview records only include the names and contact details of those patients who have agreed to be contacted to provide feedback on the care they received whilst in hospital. All information is confidential. At the end of the interview, all patient information will be destroyed. |
| 5. | I have been asked to complete an interview but do not wish to.Can you remove my name from the database? | Thank you for your time. There is no requirement to complete the questionnaire. If you wish to have your name removed from the database, please phone Office of Economic and Statistical Research on 1800 068 587 and provide your details and they will remove you from the database for this interview. You can contact the hospital directly and advise them if you do not want to be included in future surveys. That is, you can change your Feedback Consent at any time. |
| 6. | My child is not 18 and the pre-approach letter was sent directly to them. Why wasn't it sent to a parent or guardian? | We have sent pre-approach letters to the parent/guardian of children up to 16 years of age. The parent/guardian can decide who answers the interview. The ethical age for being requested to participate in research is 14, according to the professional standards of Market Research Society of Australia. If the patient is over 14 years of age they are able to respond to the interview on their own, however they may require some assistance from a parent/guardian. |
| 7. | I have heard about the survey and would like to participate. | As this is an interview of randomly selected patients, only those who have been selected in the sample will be asked to participate. This will help to ensure that results are an unbiased representation of our patients' views. If you have not been asked to participate in this interview, but would like to provide specific feedback on your hospital stay, you can contact your hospital directly. |
| 8. | I have a complaint about the hospital. | When interviewed, you can comment on the best aspects of your stay and areas where you would expect improvement. However, the interview cannot help you to make or resolve a complaint. Please make any complaint to your hospital's Patient Liaison Officer or Complaints Coordinator. Alternatively you can contact the Health Quality & Complaints Commission on 1800 077 308. |
The sample for the 2007/08 survey includes admitted patients from seventy-four Public Hospitals across Queensland, who received medical services.
Patients were randomly selected from records provided by the hospitals. The sample selection was designed to include only those patients who had agreed to be contacted to provide feedback on the care they received whilst in hospital. For this survey we selected patients who received hospital care in the six month period of July 2007 to December 2007.
The 2007/08 survey is being delivered via a Computer Assisted Telephone Interview (CATI) which is being conducted on behalf of Queensland Health by the Office of Economic and Statistical Research (OESR) which is part of the Office of the Government Statistician.
Pre-approach letters are sent to patients prior to them being phoned for the interview. Patients have the option to withdraw from the survey by phoning OESR on 1800 068 587 or Queensland Health on 1800 468 046.
An open-ended question at the end of the survey allows for patients to give any further comments they may wish to make regarding their hospital visit. Patients can phone Queensland Health on 1800 468 046 if they wish to expand on those comments or wish to discuss their concerns about any aspect of their hospital stay.
Survey results will be forwarded to participating hospitals in August 2008. Hospitals will be asked to review the data to identify successes and areas for improvement in their service delivery.
The information obtained in the survey will also be used in a process called 'Benchmarking' where hospitals compare their results with similar hospitals so that they can learn from each other. The information obtained from the reports is also helpful in strategic and operational planning at all levels and can assist us in ensuring that we are meeting the health needs to the public.
All survey responses will be kept confidential. Hospitals will not know the identify of patients who respond to the survey and the reports produced with the information obtained from the survey will not contain any information that could identify an individual patient.
Patient's contact details that have been used to conduct the survey will be destroyed on completion of the survey.
The Survey Team will update this web site regularly to inform everyone on what is happening. You can also contact any of the particating hospitals for information. If you have a specific question you can contact the project team by email on: patientsatisfactionsurveys@health.qld.gov.au or phone 1800 468 046.
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© The State of Queensland (Queensland Health) 2008.
