Already, our SWH Primary and Community Services has produced a suite of new brochures and consumer information on client’s rights and responsibilities, advocacy, privacy and confidentiality. And that’s just the beginning.
The results of this annual consumer satisfaction survey now sees our P&CS Quality Team focussing on other issues raised by the 246 randomly-selected people who anonymously took part. More onsite disability parking and more suitable seating in waiting rooms are now the focus.
Primary and Community Services Director Craig Fraser says not only has the quality of the survey’s responses been high, the response rate itself is 4 percent higher. The 2012-13 response rate was 28 percent. The 2013-14 response rate is 32 percent.
Of these latest responses, 51.6 percent were submitted by people who’ve had firsthand experience of service delivery at Warrnambool Community Health, 26.2 percent at Macarthur Community Health, 35 percent at Manifold Place in Camperdown and 54 percent at Lismore Community Health.
Focused on services provided by each of these four community health centres from July–December 2013, the survey included questions on Allied Health, District Nursing Services and Dental Services. Our consumers were asked to provide opinion on the quality of the health services they’d received and their ideas on what else could be done to make their local Community Health facility even more responsive to their community’s particular needs.
Most encouragingly, the 2013-14 findings reveal consumers’ growing confidence. The following responses have contributed to an overall care rating of 83.4 percent:
Survey participants were also impressed by the following:
Guided by the feedback, P&CS quality & health promotion manager Catherine Loria and quality project officer Graeme McDonald have introduced a ‘real time’ feedback system. This includes the production and distribution of suggestion boxes and suggestion forms at each community health facility, the development of an online suggestion form and survey, and the development of voluntary before-appointment and after-appointment satisfaction surveys (both paper and online).
‘We really value the feedback we receive from our consumers, carers and the community – whether it is positive or negative – because this is the only way we can make sure we continually improve. Not only do we aim for all of our patients and clients, and their carers and families, to have good outcomes from visiting our Community Health centres, we also want their experiences to be positive and for them to feel that we really do care about them,’ Craig says.
‘The information gathered from our surveys leads to improvements in the many services and programs we provide and helps make healthcare in the communities we work in the best it can be.’