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Patient experience

Queensland Health has a strong commitment to a patient-centred health care system. Knowing what our patients experience through their hospital visit is a key component in ensuring the delivery of high quality health care. An integral part of improving patient-centred care is measuring the patient's experience.

Patient surveys provide a statewide and hospital specific snapshot of patient experience. In finding out what patients experienced and if they are satisfied with the care provided, hospitals can identify areas for improvement and prioritise service improvement initiatives.

2017–18 Surveys

Two statewide patient experience surveys are being conducted in 2017–18.

Maternity Outpatient Clinic Patient Experience Survey

A repeat of the statewide Maternity Outpatient Clinic Patient Experience Survey (Maternity OPES) was undertaken from October to late November 2017 and included a random selection of mothers who attended a Queensland public hospital maternity specialist outpatient clinic between July and September 2017.

The questionnaire was based on the 2015 Maternity OPES to enable a comparison of results wherever possible.

General Surgery Outpatient Clinic Patient Experience Survey

A repeat of the statewide General Surgery Outpatient Clinic Patient Experience Survey (General Surgery OPES) will be undertaken from late January to March 2018. The survey will include a random selection of patients who attended a Queensland public hospital general surgery specialist outpatient clinic between October 2017 and January 2018.

The questionnaire will be based on the 2015-16 General Surgery OPES to enable a comparison of results wherever possible.

2016–17 Surveys

Two statewide patient experience surveys were conducted between September 2016 and March 2017.

Small Hospitals Patient Experience Survey

A repeat of the statewide Small Hospitals Patient Experience Survey was undertaken from February to March 2017 and included a random selection of patients who were discharged from a small public hospital or multipurpose health service between October 2016 and January 2017.

The questionnaire was based on the 2014 Small Hospitals Patient Experience Survey to enable a comparison of results wherever possible.

Facility reports were distributed to Hospital and Health Services in October 2017.

Maternity Patient Experience Survey

A repeat of the statewide Maternity Patient Experience Survey was undertaken from September to November 2016 and included a random selection of mothers who gave birth, or received care after giving birth, at Queensland public hospitals and birthing centres.

The questionnaire was based on the 2014–15 Maternity Patient Experience Survey to enable a comparison of results wherever possible.

Facility reports were distributed to Hospital and Health Services in April 2017.

2015–16 Surveys

Four statewide patient experience surveys were conducted between September 2015 and March 2016.

General Surgery Outpatient Clinic Patient Experience Survey

The statewide patient experience telephone survey of general surgery specialist outpatient clinics was undertaken January to March 2016, and included patients who attended a general surgery specialist outpatient clinic between October 2015 and January 2016 (excluding the Christmas and New Year period).

Facility reports were distributed to Hospital and Health Services in October 2016.

Orthopaedic Outpatient Clinic Patient Experience Survey

A patient experience survey of orthopaedic specialist outpatient clinics was conducted in October and November 2015, including patients who attended an orthopaedic specialist outpatient clinic between July and September 2015.

Facility reports were distributed to Hospital and Health Services in August 2016.

Maternity Outpatient Clinic Patient Experience Survey

A patient experience survey of maternity specialist outpatient clinics was conducted from September to November 2015, including mothers who attended a maternity specialist outpatient clinic between July and September 2015.

Survey results assist in identifying areas for improvement at local and statewide levels, and guide the development of initiatives to address areas for improvement.

Emergency Department Patient Experience Survey

The statewide patient experience telephone survey of emergency departments (ED) was undertaken from October to December 2015, and included patients who presented to public hospital EDs in August and September 2015.

Survey results assist in identifying areas for improvement at local and statewide levels, and guide the development of initiatives to address areas for improvement.

Previous surveys

Maternity

The 2014-15 Maternity Patient Experience Survey was conducted between December 2014 and February 2015 with a random selection of mothers who gave birth, or received care after giving birth, at Queensland public hospitals and birthing centres between September and November 2014. The survey asked participants about their antenatal care, care in hospital during their labour and birth, care in hospital after the birth, and maternity care at home after the birth.

Survey results are being used by Hospital and Health Services, and at the statewide level, to assist in identifying areas for improvement and to guide the development of initiatives to address areas for improvement.

Small Hospitals

The 2014 Small Hospitals Patient Experience Survey was conducted from October to December 2014 with a random selection of patients who were discharged from a small public hospital between August and November 2014. The survey asked participants about: overall satisfaction; doctors and nurses; care and treatment; pain management; environment and facilities; leaving the hospital; medications; provision of information and arrangements for help after leaving hospital.

Survey results are being used by Hospital and Health Services, and at the statewide level, to assist in identifying areas for improvement and to guide the development of initiatives to address areas for improvement.

Emergency Department

Emergency Department Patient Experience Surveys were conducted in 2011 and 2013 with randomly selected patients who had used Queensland Health public hospital emergency departments.

The survey asked patients about: overall satisfaction; arrival at the emergency department; waiting; doctors and nurses; care and treatment; tests; pain; environment and facilities; leaving the emergency department; medications; information and complaints.

Survey results assisted in identifying areas for improvement at local and statewide levels, and guided the development of initiatives to address areas for improvement. The ability to compare 2011 to 2013 results also enabled assessment of the effectiveness of improvement activities implemented between the two surveys.

More information

For more information about patient experience survey results, please contact the Patient Safety and Quality Improvement Service:

Last updated: 13 December 2017

Australian Charter of Healthcare Rights

The Australian Commission on Safety and Quality in Health Care developed the Australian Charter of Healthcare Rights, which specifies the key rights of patients and consumers when seeking or receiving healthcare services.

These rights include access, safety, respect, communication, participation, privacy and comment.

Find out more about the Charter

Information for telephone survey participants

If you have been contacted and invited to participate in a patient experience telephone survey, you can download the survey fact sheet (PDF 54kB) for information about our research methods, how we select participants and how we protect your privacy.