queensland health - 2013-14 disclosure log...queensland health emergency department patient...
TRANSCRIPT
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Queensland Health
Emergency Department Patient Experience Survey 2013
Queensland
May and June 2013
Patient Safety Unit
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RTI Document No. 1DOH-DL 13/14-013DOH-DL 13/14-013
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ii
Government Statistician
Level 8, 33 Charlotte Street
Brisbane, QLD, 4000
Ph: (07) 3035 6436
http://www.GS.qld.gov.au
© Queensland Government 2013
This report is for the exclusive use of Queensland Health without restriction.
All data and information in this document are believed to be accurate and have come from sources believed to be reliable. However, Government Statistician, Queensland Treasury and Trade, does not guarantee or represent that the data and information are accurate, up to date or complete, and disclaims liability for all claims, losses, damages or costs of whatever nature and howsoever occurring, arising as a result of relying on the data and information, regardless of the form of action, whether in contract, tort (including negligence), breach of statutory duty or otherwise.
22 November 2013
Final Version A
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Contents
1 Executive summary ...................................................................................... 1
1.1 Survey details, sample size and response rate ............................................. 1
1.2 Headline survey results ................................................................................ 1
1.2.1 Overall satisfaction ............................................................................... 1
1.2.2 Most favourable and unfavourable patient experience ......................... 1
1.2.3 Patient experience compared with 2011 ............................................... 2
2 Introduction ................................................................................................... 3
3 Overall satisfaction ....................................................................................... 4
4 Arrival at Emergency Department ................................................................. 5
4.1 Main reason for attending Emergency Department ....................................... 6
4.2 Patient recall of triage process ...................................................................... 7
4.3 Sufficient privacy at triage ............................................................................. 8
4.4 Courtesy of Emergency Department receptionist .......................................... 9
5 Waiting ....................................................................................................... 10
5.1 Length of time waited before being examined by a doctor or nurse ............ 11
5.2 Told expected wait time to be examined ..................................................... 12
5.3 Told reason for wait to be examined ........................................................... 13
5.4 Patients ever worried they had been forgotten ............................................ 14
6 Doctors and nurses..................................................................................... 15
6.1 Condition and treatment explained in a way patients understood................ 16
6.2 Doctors and nurses listened to patients ...................................................... 17
6.3 Doctor or nurse discussed patients' worries/fears about conditions or treatments .................................................................................................. 18
6.4 Confidence and trust in doctors and nurses ................................................ 19
6.5 Doctors and nurses talked in front of patients as if not there ....................... 20
7 Care and treatment ..................................................................................... 21
7.1 Treated with respect and dignity ................................................................. 22
7.2 Treated with kindness and understanding ................................................... 23
7.3 Amount of information about condition or treatment provided ..................... 24
7.4 Understandable answers to patients' questions .......................................... 25
7.5 Reasons patient did not ask questions about care and treatment ............... 26
7.6 Amount of information about condition or treatment provided to family, carer, someone else ................................................................................... 27
7.7 Sufficient privacy during examination or treatment ...................................... 28
7.8 Assistance from staff when needed ............................................................ 29
7.9 Conflicting information provided by staff ..................................................... 30
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7.10 Involved as much as desired in decisions about care and treatment ........... 31
7.11 How many staff introduced themselves ....................................................... 32
8 Tests .......................................................................................................... 33
8.1 Reason for tests explained in understandable way ..................................... 34
8.2 Test results explained in understandable way............................................. 35
9 Pain ............................................................................................................ 36
9.1 In pain......................................................................................................... 37
9.2 Everything possible done to control pain ..................................................... 38
10 Environment and facilities ........................................................................... 39
10.1 Cleanliness of Emergency Department ....................................................... 40
10.2 Cleanliness of toilets ................................................................................... 41
10.3 Availability of food and drink ....................................................................... 42
10.4 Patients feeling bothered or threatened by patients/visitors ........................ 43
11 Leaving the Emergency Department - Delays ............................................. 44
11.1 Patients delayed leaving Emergency Department ....................................... 45
11.2 Reasons for delay in leaving Emergency Department ................................. 46
12 Leaving the Emergency Department - Medications ..................................... 47
12.1 How to take new medications explained ..................................................... 48
12.2 Purpose of new medications explained ....................................................... 49
12.3 Told about side effects of new medications ................................................ 50
13 Leaving the Emergency Department - Information ...................................... 51
13.1 Given enough information about how to manage care at home .................. 52
13.2 Given written/printed information about condition or treatment ................... 53
13.3 Advised when to resume usual activities ..................................................... 54
13.4 Advised about danger signs of illness/treatment ......................................... 55
13.5 Advised who to contact if concerned about condition/treatment .................. 56
14 Leaving the Emergency Department - Coordination of follow-up services ... 57
14.1 Arrangements for services .......................................................................... 58
15 Leaving the Emergency Department - Destination ...................................... 59
15.1 Destination after leaving the Emergency Department ................................. 60
16 Complaints ................................................................................................. 61
16.1 Information on how to provide feedback ..................................................... 62
Appendix A: General information ........................................................................ 63
A.1 Survey objectives ....................................................................................... 63
A.2 Methodology ............................................................................................... 63
A.2.1 Questionnaire design ......................................................................... 63
A.2.2 Scope ................................................................................................. 63
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A.2.3 Sampling ............................................................................................ 64
A.2.4 Peer groups ....................................................................................... 64
A.2.5 Pre-approach letter and data collection .............................................. 65
A.2.6 Response rate .................................................................................... 65
A.2.7 Sample characteristics and weighting ................................................ 66
A.3 Data analysis and presentation ................................................................... 67
A.3.1 Graphs ............................................................................................... 67
A.3.2 Output interpretation .......................................................................... 68
A.3.3 Significance testing ............................................................................ 68
A.3.4 Cautionary note .................................................................................. 68
Appendix B: Peer groups .................................................................................... 69
Appendix C: Definitions of favourable and unfavourable ..................................... 70
Appendix D: Methodology used to rank hospitals for each graph ........................ 74
Appendix E: Hospital results ............................................................................... 78
Appendix F: Adult Questionnaire ........................................................................ 84
Tables
Table 1: Breakdown of responses by month of visit ............................................. 65
Table 2: Sample characteristics ........................................................................... 66
Table 3: Hospitals in each peer group ................................................................. 69
Table 4: Definitions of favourable and unfavourable responses ........................... 70
Table 5: Weights used in sorting hospitals for each graph ................................... 74
Table 6: Key to symbols in tables of estimates .................................................... 79
Table 7: Key results for Principal Referral and Specialised Hospitals .................. 80
Table 8: Key results for Large Hospitals .............................................................. 81
Table 9: Key results for Medium and Small Hospitals .......................................... 82
Table 10: Key results for Children's Hospitals .................................................... 83
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1 Executive summary
1.1 Survey details, sample size and response rate
The Emergency Department Patient Experience Survey 2013 was conducted by the Government Statistician’s office on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing in August and September 2013. This is the second time this survey has been run in Queensland, the previous time being in 2011.
A total of 10,626 interviews were completed of patients who visited the Emergency Department of Queensland public hospitals in May and June 2013. The overall response rate for the survey was 60%.
The 35 largest public hospitals in Queensland utilising the Emergency Department Information System were included in the survey, 30 of which were also included in the 2011 survey. Hospitals have been grouped into four 'peer groups' that provide similar services to allow for valid comparisons between hospitals within each peer group (see Appendix B). The results of this survey will be used in monitoring and evaluating the quality of health services provided and to assist in quality improvement activity planning at the hospital and statewide levels. The results from this survey will be compared to the results from the previous survey where possible.
1.2 Headline survey results
1.2.1 Overall satisfaction
Seventy-four per cent of Emergency Department patients in Queensland Hospitals rated the care they received in the Emergency Department as ‘Excellent’ or ‘Very good’, and 23% rated it as ‘Good’ or ‘Fair’.
This is less favourable than in 2011 (77% ‘Excellent’ or ‘Very good’ and 19% ‘Good’ or ‘Fair’).
1.2.2 Most favourable and unfavourable patient experience
The following areas received the highest proportions of favourable ratings and the highest proportions of unfavourable ratings from Emergency Department patients in Queensland. See Appendix C for the favourable/unfavourable classification of responses.
Areas of most favourable patient experience
98% rated the cleanliness of the Emergency Department as ‘Very clean’ or ‘Fairly clean’
94% had all or some of the staff introduce themselves
93% rated the cleanliness of toilets as ‘Very clean’ or ‘Fairly clean’
93% were not bothered or threatened by other patients/visitors
90% had confidence and trust in all or most of the doctors and nurses.
Areas of most unfavourable patient experience
85% did not see or receive information in the Emergency Department about how to give feedback about the care they received
78% were not told the expected wait time to be examined
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72% were not told why they had to wait
61% were not given written information about their condition/treatment
50% were not told, were only told to some extent, or did not need information, about side effects of new medications.
1.2.3 Patient experience compared with 2011
Queensland public hospital Emergency Department results from the 2013 survey were compared with the 2011 survey results. The areas that had statistically significantly more favourable and less favourable results than in 2011 are listed below. See Appendix C for the favourable/unfavourable classification of responses.
Areas of improved performance
Patient recall of triage process (70% vs 67%)
Told expected wait time to be examined (22% vs 15%)
Not ever worried about being forgotten (86% vs 84%)
Sufficient information about condition or treatment provided (83% vs 81%)
Sufficient privacy during examination or treatment (89% vs 86%)
Assistance from staff when needed (73% vs 69%)
All or some staff introduced themselves (94% vs 92%)
Not bothered or threatened by patients/visitors (93% vs 91%)
Given written/printed information about condition or treatment (39% vs 35%)
Adequately advised when to resume usual activities (62% vs 58%)
Danger signs of illness/treatment adequately explained (63% vs 57%).
Areas of reduced performance
Rating of care received (overall satisfaction) (74% vs 77%)
Everything possible done to control pain (75% vs 78%).
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2 Introduction
The Emergency Department Patient Experience Survey 2013 was conducted by the Government Statistician’s office on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing from July to September 2013.
This is the second time this survey has been run in Queensland, the previous time being in 2011. Of the 35 hospitals that participated in the 2013 survey, 30 were also included in the 2011 survey. See Appendix B for the hospitals that participated in 2011.
For each participating hospital, a random group of eligible patients who had attended the Emergency Department during May or June 2013 was selected. For children's hospitals, parents or guardians of children were interviewed on their child's behalf. For more details on sampling and eligibility criteria, see Appendix A.
This report presents the findings from the 2013 survey of Emergency Department patients. Significance testing was performed to test for differences between 2013 and 2011 and all differences noted in this report are significant at the 5% level (p
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3 Overall satisfaction
Overall satisfaction was measured with the single question: Overall, how would you rate the care (you / your child) received in the Emergency Department (‘Excellent’; ‘Very good’; ‘Good’; ‘Fair’; ‘Poor’; or ‘Very poor’)?
The results for Queensland were significantly less favourable in 2013 than in 2011.
45
42
45
40
39
50
53
47
48
49
48
50
46
48
49
44
43
42
46
42
44
48
40
39
40
41
37
37
36
43
38
37
34
41
37
40
34
37
31
33
31
32
31
30
31
32
33
35
33
32
30
33
29
33
29
27
33
33
35
28
33
30
24
36
35
34
29
34
34
32
26
32
32
33
26
31
28
35
28
36
31
33
15
17
17
18
18
11
9
13
14
14
11
14
15
18
17
16
19
17
16
16
18
17
15
18
17
21
20
20
23
16
18
22
22
18
21
19
17
21
20
22
20
4
6
5
6
7
4
4
4
5
5
5
4
8
8
4
8
7
4
6
5
4
6
7
8
7
8
10
7
6
9
8
8
9
9
4
4
6
4
4
4
4
5
4
4
9,205
10,615
2,134
4,559
3,311
611
305
308
309
314
306
304
305
304
303
306
305
305
306
306
305
306
310
307
305
309
308
308
309
305
308
296
248
306
274
304
304
305
307
298
307
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
RBWH
PAH
Rma
MCH
Rob
Maryb
Nmbr
Emld
Mky
Cal
TPCH
Crns
Bund
Rdlnd
TTH
MAH
QEII
Gym
Tmba
Cab
HBay
Ips
Cap
Beaud
GCH
Bilo
Rockn
MtIsa
Rdclf
Wck
Gdstn
Innsf
Lgn
Kroy
Percentage (%)
►M
ore
fav
ou
rab
le►
Excellent Very good Good Fair Poor Very poor
State and peer groups
Individual hospitals
Patients Responding
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4 Arrival at Emergency Department
Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:
1. What was the MAIN reason that you (went / took your child) to the Emergency Department?
2. Do you remember taking part in the triage process?
3. Were you given enough privacy when discussing (your / your child's) condition with the triage nurse?
4. How would you rate the courtesy of the Emergency Department receptionist?
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4.1 Main reason for attending Emergency Department
All patients or parents/guardians of patients were asked: What was the MAIN reason that you (went / took your child) to the Emergency Department?1
1 Note that the category "It was free" was added in 2013.
41
45
38
47
54
40
35
40
33
37
43
34
43
49
42
48
38
46
45
62
56
58
46
42
46
46
45
43
51
60
42
65
57
52
58
47
49
58
60
37
47
29
25
31
24
18
16
32
24
38
38
26
29
34
29
30
23
25
28
29
10
18
13
20
30
18
24
29
27
14
13
27
11
15
24
12
18
26
12
14
18
11
19
21
25
19
14
33
27
31
23
22
25
28
18
12
22
16
26
22
19
13
14
11
23
21
22
24
17
21
22
10
19
10
15
15
11
18
10
16
11
34
29
8
7
8
11
7
5
5
4
8
4
11
6
4
6
11
8
15
9
6
10
5
8
6
10
13
10
11
10
7
16
14
12
10
10
6
8
4
4
9,198
10,614
2,131
4,560
3,312
611
306
296
302
309
308
304
306
304
307
310
309
297
310
305
306
275
308
305
305
304
305
310
308
249
305
306
302
305
305
308
307
313
304
306
305
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Crns
GCH
Nmbr
PAH
RBWH
TPCH
TTH
Bund
Cab
HBay
Ips
Lgn
MAH
Maryb
Mky
MtIsa
QEII
Rdclf
Rdlnd
Rob
Rockn
Tmba
Beaud
Bilo
Cal
Cap
Emld
Gdstn
Gym
Innsf
Kroy
Rma
Wck
MCH
RCH
Percentage (%)
Ho
sp
itals
ord
ere
d b
y p
eer
gro
up
You or somebody else decided that (you / your child) needed to go to an Emergency Dept
(You were / your child was) taken to the Emergency Dept by the Ambulance
You were told to (go / take your child) by the 13HEALTH hotline service or another health professional
(Your / your child's) doctor was not available or you were not aware of any other available service
You wanted a second opinion
It was free
Some other reason
State and peer groups
Individual hospitals
Patients Responding
Principal Referral and Specialised Hospitals
Large Hospitals
Medium and Small Hospitals
Children's Hospitals
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4.2 Patient recall of triage process
All patients or parents/guardians of patients were asked: Do you remember taking part in the triage process?
The results for Queensland were significantly more favourable in 2013 than in 2011.
67
70
65
71
72
79
82
81
81
80
78
77
76
76
76
73
75
74
74
71
71
70
71
68
69
69
69
68
68
67
67
68
66
67
67
65
62
63
63
60
61
4
4
4
5
4
7
4
5
4
5
4
4
5
5
23
20
22
19
19
13
14
16
14
13
13
15
16
17
17
17
20
17
16
20
21
20
20
18
22
17
20
22
21
21
25
21
23
22
18
25
26
23
21
24
22
5
8
10
7
7
5
4
5
7
4
4
5
5
4
5
7
8
6
6
6
8
7
6
10
9
7
8
7
6
9
7
8
11
8
8
10
12
10
15
9,213
10,626
2,134
4,565
3,316
611
305
275
305
310
306
305
303
305
314
310
249
304
305
306
308
307
309
306
305
305
310
305
298
308
308
306
308
308
306
306
304
309
306
306
296
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MtIsa
Wck
HBay
MCH
Rdclf
Emld
Rdlnd
Rma
MAH
Bilo
Rob
Maryb
Gym
Beaud
Kroy
Ips
Mky
TPCH
Gdstn
Tmba
Cal
Lgn
Cab
QEII
Cap
Innsf
RBWH
Crns
TTH
Nmbr
PAH
Rockn
Bund
GCH
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes
Don't know
No
I did not discuss (my / my child's) condition with a triage nurse
State and peer groups
Individual hospitals
Patients Responding
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4.3 Sufficient privacy at triage
Patients or parents/guardians of patients who remembered taking part in the triage process were asked: Were you given enough privacy when discussing (your / your child's) condition with the triage nurse?
75
74
74
74
80
64
95
92
91
91
87
86
82
83
79
79
80
80
78
76
76
76
78
76
74
77
73
71
74
74
74
75
72
71
69
66
66
65
63
64
60
18
19
19
19
14
30
7
8
5
10
11
15
11
16
16
14
13
17
20
19
18
14
16
19
14
21
24
18
19
18
15
21
22
22
23
23
24
28
27
33
8
7
7
7
6
6
4
6
4
5
6
7
5
4
5
6
8
7
6
9
6
5
8
8
8
10
8
8
9
10
10
11
9
10
7
6,247
7,455
1,376
3,215
2,367
497
193
208
216
234
201
187
238
241
205
205
210
210
209
225
184
231
218
210
212
213
232
252
202
225
197
191
206
182
220
204
245
178
222
204
245
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Bilo
Beaud
Maryb
Rma
Cap
PAH
Emld
HBay
QEII
TTH
Kroy
Gdstn
Mky
Rob
Nmbr
Rdlnd
Gym
Tmba
RBWH
Innsf
Rdclf
RCH
Cab
MtIsa
Cal
Rockn
Crns
Bund
MAH
Lgn
Wck
GCH
Ips
TPCH
MCH
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, definitely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
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4.4 Courtesy of Emergency Department receptionist
All patients or parents/guardians of patients were asked: How would you rate the courtesy of the Emergency Department receptionist?
41
42
42
40
41
51
61
54
46
45
46
48
48
44
46
46
44
44
41
40
43
45
36
46
40
42
37
39
39
36
35
41
36
38
37
40
35
39
38
35
31
33
33
34
33
34
30
26
27
36
35
34
31
30
35
33
31
35
33
37
38
32
27
40
29
31
33
35
33
32
36
37
28
36
33
34
29
35
29
34
34
36
19
18
17
19
18
14
12
14
12
17
15
14
15
17
15
17
14
18
16
19
20
23
19
15
25
17
23
18
22
17
20
21
19
19
19
21
22
22
16
22
20
5
5
5
5
5
5
5
5
4
4
5
5
4
4
4
7
5
5
7
9
6
7
6
5
5
6
4
5
7
5
10
4
4
8,027
9,275
1,775
4,034
2,899
567
282
249
245
250
250
292
270
273
285
270
288
285
268
265
269
276
271
264
189
272
255
276
282
262
263
266
266
262
265
273
260
264
257
240
271
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Emld
TTH
Nmbr
PAH
Rma
Rob
Maryb
MCH
RBWH
Gym
Beaud
HBay
Innsf
MAH
Cap
QEII
Rockn
Bilo
Rdlnd
MtIsa
Mky
Tmba
Gdstn
TPCH
Bund
Wck
Cal
Kroy
Ips
Cab
Lgn
GCH
Crns
Rdclf
Percentage (%)
►M
ore
fav
ou
rab
le►
Excellent Very good Good Fair Poor Very poor
State and peer groups
Individual hospitals
Patients Responding
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5 Waiting
Patients waiting in the Emergency Department want information about how long they will have to wait, and why they are waiting. Providing this information demonstrates respect and consideration for patients, carers and families. This information also assists in setting expectations.
Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:
1. From the time you first arrived at the Emergency Department, how long did (you / your child) wait before being examined by a doctor or nurse?
2. Were you told how long (you / your child) would have to wait to be examined?
3. Were you told why (you / your child) had to wait to be examined?
4. At any point, did you ever feel worried that staff in the Emergency Department had forgotten about (you / your child)?
RTI R
elea
se
RTI Document No. 15DOH-DL 13/14-013DOH-DL 13/14-013
-
11
5.1 Length of time waited before being examined by a doctor or nurse
All patients or parents/guardians of patients were asked: From the time you first arrived at the Emergency Department, how long did (you / your child) wait before being examined by a doctor or nurse?
40
42
45
39
43
40
53
50
48
49
49
51
50
44
46
43
41
41
50
42
46
44
38
45
41
44
42
37
37
44
38
44
34
40
38
34
33
35
40
34
34
25
26
25
26
26
24
29
28
32
31
27
24
25
32
26
29
31
33
19
29
23
28
30
23
25
22
25
29
26
19
23
19
32
24
22
22
26
24
21
24
22
13
13
12
14
12
17
13
13
12
9
13
10
9
9
14
15
15
10
13
13
13
10
16
14
17
14
11
15
17
14
17
13
12
11
12
19
16
16
10
15
16
10
10
9
10
10
11
6
4
6
8
7
9
7
7
9
6
10
8
9
12
10
12
9
7
13
11
12
11
11
13
11
10
11
16
16
12
8
8
10
13
8
7
6
8
7
6
4
7
5
7
5
5
6
9
4
6
6
7
7
5
8
6
7
8
8
9
10
10
9
8
11
12
14
9
12
4
4
4
4
5
7
8
4
8,967
10,394
2,068
4,465
3,255
606
304
300
313
300
298
298
290
303
295
244
300
297
287
305
303
299
296
298
302
296
304
302
298
303
301
296
301
300
293
302
270
292
297
303
304
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Maryb
Rma
Emld
RBWH
Crns
Nmbr
QEII
TPCH
Bilo
Mky
Cal
Lgn
Beaud
Gdstn
TTH
Bund
Gym
Cap
PAH
Rockn
HBay
MAH
Kroy
Rdlnd
Tmba
Rob
Cab
Wck
MCH
MtIsa
GCH
Innsf
Rdclf
Ips
Percentage (%)
►M
ore
fav
ou
rab
le►
10 minutes or less 11 - 30 minutes
31 - 60 minutes 61 minutes - 2 hours
More than 2 hours - 4 hours More than 4 hours
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 16DOH-DL 13/14-013DOH-DL 13/14-013
-
12
5.2 Told expected wait time to be examined
Patients or parents/guardians of patients who had to wait before being examined were asked: Were you told how long (you / your child) would have to wait to be examined?
The results for Queensland were significantly more favourable in 2013 than in 2011.
15
21
21
20
24
24
32
28
28
26
27
27
26
26
26
25
25
24
23
22
20
20
21
21
20
20
20
19
19
19
19
19
18
18
18
18
17
16
16
14
14
4
85
78
78
79
76
74
64
71
72
71
72
73
74
73
73
74
74
75
77
77
77
77
79
79
79
80
80
79
80
80
81
80
80
80
81
81
83
83
83
85
86
6,684
7,496
1,404
3,304
2,377
411
216
216
206
222
219
231
189
234
194
233
211
215
214
183
223
228
229
231
194
192
209
223
217
209
219
189
220
230
207
208
192
222
221
227
223
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Kroy
Gdstn
Cal
MCH
Rma
Cap
Bilo
MAH
TTH
HBay
Emld
MtIsa
Innsf
Crns
QEII
Rdclf
Rob
Wck
Nmbr
PAH
RBWH
GCH
Mky
TPCH
Tmba
RCH
Rockn
Ips
Maryb
Cab
Lgn
Rdlnd
Beaud
Bund
Gym
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes Information shown on a (TV) screen No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 17DOH-DL 13/14-013DOH-DL 13/14-013
-
13
5.3 Told reason for wait to be examined
Patients or parents/guardians of patients who had to wait before being examined were asked: Were you told why (you / your child) had to wait to be examined?
26
28
28
26
30
35
41
39
39
37
36
35
34
33
33
32
31
29
28
28
26
26
26
26
26
26
25
26
26
25
26
25
25
24
24
23
23
22
22
22
20
74
72
71
74
70
64
59
59
59
63
64
64
66
67
67
68
68
70
71
72
73
73
73
73
73
73
73
74
74
74
74
74
74
76
76
76
77
77
78
78
80
6,716
7,561
1,420
3,329
2,397
415
221
222
223
200
208
213
197
188
227
208
235
195
219
232
218
232
225
185
216
214
221
233
232
215
234
209
225
193
218
224
198
227
221
207
226
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Innsf
MCH
Rma
Nmbr
Cal
Emld
PAH
Bilo
Cap
Cab
MAH
TTH
Kroy
Rob
GCH
QEII
Bund
Crns
RBWH
MtIsa
Rockn
Rdclf
Wck
Gdstn
HBay
TPCH
Tmba
RCH
Mky
Beaud
Lgn
Gym
Rdlnd
Maryb
Ips
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes Information shown on a (TV) screen No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 18DOH-DL 13/14-013DOH-DL 13/14-013
-
14
5.4 Patients ever worried they had been forgotten
Patients or parents/guardians of patients who had to wait before being examined were asked: At any point, did you ever feel worried that staff in the Emergency Department had forgotten about (you / your child)?
The results for Queensland were significantly more favourable in 2013 than in 2011.
84
86
85
86
88
85
93
93
93
92
92
90
90
89
89
89
88
88
88
88
87
86
86
86
86
86
86
86
85
84
84
84
84
84
83
83
83
82
82
81
79
16
14
15
14
12
15
7
7
7
8
8
10
10
11
11
11
12
12
12
12
13
14
14
14
14
14
14
14
15
16
16
16
16
16
17
17
17
18
18
19
21
9,174
10,610
2,132
4,560
3,308
610
248
303
304
311
306
309
305
305
305
306
304
306
304
306
275
307
308
306
310
308
308
304
310
308
309
305
305
304
305
307
310
303
298
303
295
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Bilo
Emld
Maryb
Rma
Mky
Ips
Cal
RCH
TPCH
Gym
Gdstn
Bund
Rob
TTH
MtIsa
QEII
RBWH
Rockn
Tmba
Innsf
Beaud
Rdlnd
HBay
Cab
PAH
Cap
Crns
Nmbr
MCH
Kroy
MAH
Wck
Lgn
Rdclf
GCH
Percentage (%)
►M
ore
fav
ou
rab
le►
No Yes
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 19DOH-DL 13/14-013DOH-DL 13/14-013
-
15
6 Doctors and nurses
Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:
1. While you were in the Emergency Department, did a doctor or nurse explain (your / your child's) condition and treatment in a way you could understand?
2. Did the doctors and nurses listen to what you had to say?
3. Did a doctor or nurse discuss these worries or fears with you?
4. Did you have confidence and trust in the doctors and nurses examining and treating (you / your child)?
5. Sometimes doctors and nurses might talk in front of a patient as if they weren't there. Did this happen to you?
RTI R
elea
se
RTI Document No. 20DOH-DL 13/14-013DOH-DL 13/14-013
-
16
6.1 Condition and treatment explained in a way patients understood
All patients or parents/guardians of patients were asked: While you were in the Emergency Department, did a doctor or nurse explain (your / your child's) condition and treatment in a way you could understand?
77
78
77
77
77
88
90
87
86
84
84
83
82
81
80
79
78
77
79
79
77
78
76
75
75
77
77
76
77
75
75
75
75
73
77
76
76
73
72
72
70
17
17
18
17
17
10
9
10
11
14
13
15
15
16
17
18
19
20
16
15
19
16
19
22
20
17
17
19
15
20
21
19
19
22
14
16
15
21
22
19
22
6
5
5
5
5
4
5
6
4
6
5
4
6
6
5
7
5
5
6
6
5
9
8
9
6
6
10
8
8,455
9,691
1,957
4,190
2,979
565
282
283
284
272
283
285
277
286
283
275
276
274
288
241
275
283
274
212
290
275
285
279
276
292
284
271
289
276
283
269
278
278
279
276
278
(68)
(43)
(7)
(15)
(19)
(2)
(0)
(2)
(0)
(2)
(1)
(1)
(3)
(0)
(1)
(2)
(0)
(0)
(0)
(0)
(1)
(1)
(1)
(1)
(1)
(4)
(1)
(2)
(3)
(0)
(0)
(4)
(0)
(2)
(2)
(1)
(0)
(3)
(0)
(2)
(2)
(688)
(892)
(170)
(360)
(318)
(44)
(23)
(21)
(30)
(29)
(22)
(22)
(28)
(20)
(21)
(32)
(30)
(31)
(16)
(34)
(29)
(24)
(30)
(36)
(19)
(26)
(20)
(25)
(31)
(18)
(25)
(29)
(19)
(28)
(20)
(37)
(20)
(25)
(26)
(18)
(28)
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MCH
Rma
Emld
Mky
RBWH
Innsf
TTH
Maryb
Ips
Crns
Rdlnd
Rob
MtIsa
Gdstn
Cab
Wck
Bilo
MAH
Cal
Gym
Rockn
HBay
Tmba
PAH
Nmbr
QEII
Bund
Rdclf
Kroy
Lgn
Cap
TPCH
GCH
Beaud
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, completely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
(Don't know)
(Didn't need)
RTI R
elea
se
RTI Document No. 21DOH-DL 13/14-013DOH-DL 13/14-013
-
17
6.2 Doctors and nurses listened to patients
All patients or parents/guardians of patients were asked: Did the doctors and nurses listen to what you had to say?
84
84
84
84
84
90
94
91
87
88
86
87
87
87
85
85
87
84
84
84
85
85
84
86
86
84
84
85
84
83
83
83
84
82
83
81
81
81
79
81
79
13
13
13
13
13
9
5
8
12
10
13
11
12
11
15
12
10
16
14
14
13
12
14
10
10
14
14
10
13
14
14
14
11
14
13
16
16
15
19
14
18
4
4
4
5
5
4
4
4
9,160
10,590
2,123
4,547
3,310
610
305
304
307
305
313
305
305
309
305
307
275
304
307
300
306
306
302
249
306
305
303
308
305
305
308
302
307
309
305
307
304
295
304
297
306
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Rob
Innsf
Maryb
Rma
MCH
Cal
Tmba
Bund
RBWH
MtIsa
TPCH
QEII
Rdclf
Mky
Gym
Crns
Bilo
HBay
Ips
Emld
PAH
TTH
Rdlnd
Cab
Nmbr
Kroy
MAH
Gdstn
Beaud
Wck
GCH
Cap
Lgn
Rockn
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, definitely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 22DOH-DL 13/14-013DOH-DL 13/14-013
-
18
6.3 Doctor or nurse discussed patients' worries/fears about conditions or treatments
Patients or parents/guardians of patients who had worries or fears about their / their child's condition or treatment were asked: Did a doctor or nurse discuss these worries or fears with you?
51
53
55
51
50
63
67
60
59
63
60
58
60
62
59
56
61
63
49
49
53
49
50
52
50
48
52
50
51
49
52
46
48
47
53
42
48
44
47
48
36
29
31
32
32
30
31
28
33
34
24
30
33
29
24
28
32
19
14
37
38
29
37
33
30
33
38
29
33
30
32
27
37
32
33
21
41
26
33
25
18
43
20
15
13
17
20
6
4
7
7
13
10
9
11
14
13
12
20
23
13
13
18
14
16
18
17
14
19
18
19
18
21
17
20
20
27
17
25
24
28
34
21
2,335
2,675
568
1,163
748
196
112
84
81
80
67
76
91
65
72
79
56
81
57
79
62
100
65
75
74
85
74
90
90
93
79
82
71
72
58
73
73
71
74
47
87
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MCH
PAH
TTH
Cal
Ips
RBWH
Mky
Beaud
Nmbr
Maryb
HBay
Rma
Rdlnd
Bund
MAH
Wck
Cab
GCH
Rdclf
QEII
Crns
Rob
Lgn
Innsf
Tmba
Gdstn
Cap
MtIsa
TPCH
Emld
Kroy
Gym
Bilo
Rockn
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, completely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 23DOH-DL 13/14-013DOH-DL 13/14-013
-
19
6.4 Confidence and trust in doctors and nurses
All patients or parents/guardians of patients were asked: Did you have confidence and trust in the doctors and nurses examining and treating (you / your child)?
71
73
74
72
73
76
77
76
77
78
77
77
79
75
75
77
72
77
76
74
73
73
74
72
70
75
71
72
74
72
74
73
69
71
69
68
67
69
69
66
64
19
17
17
17
15
18
20
17
15
14
16
14
12
18
16
14
21
14
14
17
17
18
17
19
21
16
20
19
13
16
13
14
19
17
19
19
19
17
16
16
18
8
8
8
9
10
5
6
7
6
6
7
8
6
8
7
6
7
10
6
9
8
8
7
7
6
9
8
11
9
12
12
10
12
11
10
11
10
10
15
15
5
6
9,174
10,606
2,129
4,559
3,307
611
305
306
314
305
308
303
304
309
304
303
309
308
305
275
303
305
310
305
308
304
305
305
306
307
304
249
309
310
295
304
298
305
305
306
305
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MCH
Rma
Mky
RBWH
Cal
TTH
Tmba
Maryb
Emld
PAH
Cab
Bund
MtIsa
Nmbr
Crns
MAH
Wck
QEII
Rob
TPCH
Rdlnd
Cap
Innsf
Gym
Bilo
Ips
HBay
GCH
Rdclf
Lgn
Kroy
Gdstn
Beaud
Rockn
Percentage (%)
►M
ore
fav
ou
rab
le►
All of them Most of them Only some of them None of them
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 24DOH-DL 13/14-013DOH-DL 13/14-013
-
20
6.5 Doctors and nurses talked in front of patients as if not there
All patients or parents/guardians of patients were asked: Sometimes doctors and nurses might talk in front of a patient as if they weren't there. Did this happen to you?
82
82
81
82
86
81
89
88
89
89
86
86
88
88
87
84
86
82
82
85
82
82
81
82
82
82
83
84
80
80
82
80
79
82
79
78
80
78
80
78
78
11
12
13
12
10
14
8
8
7
8
12
11
7
6
8
13
8
15
13
8
13
13
14
12
12
13
10
8
15
16
12
14
16
9
13
16
13
16
12
13
13
7
6
6
6
5
6
4
4
5
6
6
6
4
5
7
5
5
4
6
6
5
7
8
5
5
7
6
5
9
7
6
8
6
9
9
10
9,063
10,484
2,096
4,504
3,283
601
313
305
302
305
302
303
300
303
302
245
268
304
303
306
301
306
295
300
305
304
303
301
299
301
304
302
305
300
303
301
306
294
301
290
302
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Rma
Gym
Innsf
Tmba
Cal
Mky
Rdclf
Gdstn
Cap
Bilo
MtIsa
PAH
Rdlnd
Cab
Ips
MAH
Nmbr
MCH
Beaud
Wck
RBWH
Maryb
TPCH
Rob
TTH
Kroy
HBay
Emld
Bund
RCH
QEII
Lgn
Crns
GCH
Rockn
Percentage (%)
►M
ore
fav
ou
rab
le►
No Yes, to some extent Yes, definitely
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 25DOH-DL 13/14-013DOH-DL 13/14-013
-
21
7 Care and treatment
Patient involvement in decisions about their care has multiple benefits. It encourages patients to take greater responsibility for their own health, which may lead to reducing risk factors and associated ill health. Patients involved in decisions about their care are also likely to report higher overall satisfaction with their care.
Patients are better able to engage in decisions about their care when they are provided with sufficient information.
Availability of staff to attend to patients when needed is essential for patients to receive individualised care.
Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:
1. Overall, did you feel (you were / your child was) treated with respect and dignity while in the Emergency Department?
2. Overall, did you feel (you were / your child was) treated with kindness and understanding while in the Emergency Department?
3. While you were in the Emergency Department, how much information about (your / your child's) condition or treatment was given to you?
4. Did you get answers that you could understand?
5. Was this because you didn't have any questions, or for some other reason?
6. How much information about your condition or treatment was given to your family, carer or someone close to you?
7. Were (you / your child) given enough privacy when being examined or treated?
8. If (you / your child) needed attention, were you able to get a member of staff to help you?
9. Sometimes in a hospital, a member of staff may say one thing and another may say something quite different. Did this happen to you in the Emergency Department?
10. Were you involved as much as you wanted to be in decisions about (your / your child's) care and treatment?
11. How many of the staff treating and assessing (you / your child) introduced themselves?
RTI R
elea
se
RTI Document No. 26DOH-DL 13/14-013DOH-DL 13/14-013
-
22
7.1 Treated with respect and dignity
All patients or parents/guardians of patients were asked: Overall, did you feel (you were / your child was) treated with respect and dignity while in the Emergency Department?
89
88
88
88
88
94
95
93
92
92
91
91
90
90
90
90
89
89
88
89
89
89
88
88
88
88
87
87
87
88
87
87
87
85
85
85
85
85
83
83
83
10
10
11
11
11
6
5
6
7
8
9
8
9
10
8
9
10
11
11
10
9
9
10
12
10
11
11
11
10
8
11
10
10
15
13
12
13
12
14
14
14 4
9,202
10,622
2,134
4,564
3,313
611
305
306
308
305
305
303
306
304
305
306
308
309
305
305
310
313
306
309
306
304
310
307
248
275
310
308
305
306
306
298
305
308
307
296
305
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MCH
RBWH
Maryb
Cal
Emld
TTH
Rob
Rdlnd
Bund
Innsf
Ips
TPCH
Cap
Tmba
Rma
Gym
PAH
Mky
Nmbr
HBay
QEII
Bilo
MtIsa
MAH
Cab
Wck
Crns
Rockn
Lgn
Gdstn
Beaud
Kroy
GCH
Rdclf
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, all of the time Yes, some of the time No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 27DOH-DL 13/14-013DOH-DL 13/14-013
-
23
7.2 Treated with kindness and understanding
All patients or parents/guardians of patients were asked: Overall, did you feel (you were / your child was) treated with kindness and understanding while in the Emergency Department?
Not asked in 2011
86
86
86
85
93
95
93
92
92
90
89
91
89
89
89
87
87
88
87
87
87
86
86
85
85
86
84
85
83
85
85
84
85
83
82
82
81
82
82
81
12
13
12
13
7
5
6
8
7
10
11
6
11
9
9
12
12
10
12
11
11
13
11
14
14
12
15
13
16
13
12
15
12
15
16
17
17
15
13
16
4
10,623
2,134
4,564
3,314
611
305
305
306
306
314
305
302
304
308
310
309
308
308
306
249
306
304
306
308
310
305
306
305
309
306
275
305
298
305
307
305
296
310
305
307
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Maryb
Mky
MCH
Rma
TPCH
Emld
Rob
RBWH
Tmba
Ips
Innsf
Cab
Bund
Bilo
Crns
Nmbr
Gym
QEII
HBay
Gdstn
TTH
Rdlnd
PAH
Cap
MtIsa
Cal
Lgn
Wck
Beaud
Rockn
GCH
MAH
Rdclf
Kroy
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, all of the time Yes, some of the time No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 28DOH-DL 13/14-013DOH-DL 13/14-013
-
24
7.3 Amount of information about condition or treatment provided
All patients or parents/guardians of patients were asked: While you were in the Emergency Department, how much information about (your / your child's) condition or treatment was given to you?
The results for Queensland were significantly more favourable in 2013 than in 2011.
80
82
83
81
84
89
90
89
88
86
87
86
86
85
86
84
85
84
85
84
83
84
83
83
82
82
81
82
81
80
80
80
82
80
79
79
77
77
78
77
75
14
13
13
13
12
8
7
9
9
11
8
11
11
12
9
12
12
11
10
11
12
11
14
11
15
14
13
11
14
16
15
15
9
14
18
15
20
18
14
15
18
5
4
4
5
4
4
5
4
5
4
4
4
5
4
4
6
5
5
4
9
6
4
6
4
8
6
5
9,099
10,548
2,118
4,526
3,293
611
305
313
306
303
302
303
305
303
306
301
307
306
305
303
273
303
303
308
303
304
306
305
303
302
301
248
305
307
298
305
309
295
304
301
297
(111)
(78)
(16)
(39)
(23)
(0)
(0)
(1)
(0)
(2)
(1)
(3)
(3)
(2)
(0)
(4)
(1)
(3)
(1)
(2)
(2)
(2)
(2)
(2)
(5)
(2)
(2)
(3)
(1)
(4)
(4)
(1)
(4)
(3)
(6)
(1)
(1)
(1)
(3)
(5)
(1)
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Rma
MCH
Cal
Emld
Mky
Innsf
Gdstn
TTH
Maryb
RBWH
PAH
Crns
Rdlnd
MtIsa
Rdclf
Wck
Tmba
Beaud
Gym
QEII
Cab
Rob
Bund
TPCH
Bilo
Ips
HBay
Nmbr
Cap
MAH
GCH
Kroy
Rockn
Lgn
Percentage (%)
►M
ore
fav
ou
rab
le►
The right amount
Too much
Not enough
I wasn't given any information about (my / my child's) condition ortreatment
State and peer groups
Individual hospitals
Patients Responding
(Don't know)
RTI R
elea
se
RTI Document No. 29DOH-DL 13/14-013DOH-DL 13/14-013
-
25
7.4 Understandable answers to patients' questions
Patients or parents/guardians of patients who asked questions about their / their child's care and treatment were asked: Did you get answers that you could understand?
78
79
79
78
79
88
90
87
87
85
82
84
83
81
83
82
81
80
82
79
78
81
81
80
81
80
77
81
79
79
77
78
78
75
76
74
75
75
73
70
67
17
16
17
17
17
11
10
12
11
12
17
13
14
17
13
14
16
18
13
18
20
15
15
17
13
16
21
12
16
15
18
17
16
22
19
23
18
18
19
22
24
5
4
4
5
4
4
5
4
4
4
5
5
7
5
6
5
6
6
4
5
6
7
8
8
9
6,603
7,540
1,504
3,216
2,264
556
277
279
215
205
231
210
200
215
230
219
235
196
216
212
210
225
214
205
209
215
204
196
197
222
214
220
221
225
170
214
218
204
215
208
194
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
MCH
Emld
RBWH
Mky
Maryb
Innsf
Cal
Rob
Rma
MAH
Beaud
Crns
Wck
Bund
TTH
Ips
Gdstn
MtIsa
PAH
TPCH
HBay
Kroy
QEII
Cab
Cap
Tmba
GCH
Bilo
Nmbr
Rdlnd
Rdclf
Gym
Rockn
Lgn
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, definitely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 30DOH-DL 13/14-013DOH-DL 13/14-013
-
26
7.5 Reasons patient did not ask questions about care and treatment
Patients or parents/guardians of patients who didn't ask questions about their / their child's care and treatment were asked: Was this because you didn't have any questions, or for some other reason?
86
87
87
86
89
96
100
95
93
87
87
82
93
85
88
96
91
89
82
88
86
85
82
92
83
90
84
89
95
82
93
81
87
84
88
94
94
74
87
84
73
12
10
11
11
8
5
7
13
12
17
6
14
11
7
10
16
10
12
13
15
6
14
7
14
8
15
4
16
9
12
7
20
8
10
20
4
4
5
6
6
5
6
6
2,367
2,825
568
1,238
967
52
26
78
81
77
84
83
73
80
98
92
83
87
78
96
84
63
90
87
68
71
89
102
94
98
82
82
69
84
91
84
26
106
57
82
100
(16)
(11)
(1)
(6)
(3)
(1)
(1)
(0)
(0)
(0)
(0)
(0)
(0)
(0)
(1)
(0)
(1)
(1)
(1)
(0)
(0)
(1)
(1)
(0)
(0)
(1)
(0)
(1)
(1)
(0)
(0)
(0)
(0)
(0)
(0)
(1)
(0)
(0)
(0)
(0)
(0)
(63)
(70)
(16)
(24)
(28)
(2)
(1)
(3)
(4)
(0)
(1)
(1)
(1)
(4)
(5)
(4)
(5)
(1)
(1)
(1)
(1)
(4)
(1)
(2)
(3)
(0)
(2)
(5)
(0)
(2)
(4)
(0)
(2)
(1)
(0)
(1)
(1)
(3)
(1)
(1)
(4)
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Rdlnd
Emld
TTH
Cap
PAH
Bilo
Crns
Innsf
RBWH
Maryb
Cab
Tmba
Rdclf
Cal
GCH
Ips
Rma
MAH
Mky
TPCH
Beaud
Gdstn
Lgn
Gym
QEII
Rob
Nmbr
Rockn
Bund
MCH
HBay
MtIsa
Wck
Kroy
Percentage (%)
►M
ore
fav
ou
rab
le►
Did not have any questions
Too unwell to ask any questions
There wasn't enough time to ask questions
Did not have an opportunity to ask questions
State and peer groups
Individual hospitals
Patients Responding
(Don't know)
(Other reason)
RTI R
elea
se
RTI Document No. 31DOH-DL 13/14-013DOH-DL 13/14-013
-
27
7.6 Amount of information about condition or treatment provided to family, carer, someone else
All patients or parents/guardians of patients were asked: How much information about your condition or treatment was given to your family, carer or someone close to you?
Not asked in 2011
86
87
85
86
Not asked for Child
92
90
90
89
89
89
89
88
88
88
88
88
87
87
87
87
87
86
85
85
84
85
85
84
84
83
83
83
83
83
81
80
80
Not asked for Child
Not asked for Child
14
12
14
14
8
10
10
11
11
11
11
12
12
12
12
12
12
13
13
13
13
14
14
14
15
15
15
16
16
16
16
16
17
17
17
19
19
5,272
1,195
2,488
1,589
159
170
121
156
154
199
163
186
165
179
166
188
106
181
137
154
147
154
173
181
188
168
148
141
132
173
170
161
176
164
100
165
147
(80)
(17)
(34)
(29)
(2)
(2)
(0)
(2)
(3)
(3)
(6)
(1)
(5)
(1)
(3)
(3)
(1)
(5)
(6)
(0)
(3)
(3)
(1)
(3)
(1)
(1)
(2)
(0)
(6)
(3)
(2)
(0)
(3)
(4)
(0)
(2)
(3)
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Mky
TTH
Rma
GCH
RBWH
Ips
Innsf
Cab
Cal
MAH
Tmba
PAH
MtIsa
HBay
Maryb
Wck
Kroy
Gdstn
Crns
Nmbr
Bund
Rdlnd
Emld
Cap
Gym
TPCH
QEII
Rob
Rdclf
Beaud
Bilo
Lgn
Rockn
MCH
RCH
Percentage (%)
►M
ore
fav
ou
rab
le►
The right amount Too much Not enough
State and peer groups
Individual hospitals
Patients Responding
(Don't know)
RTI R
elea
se
RTI Document No. 32DOH-DL 13/14-013DOH-DL 13/14-013
-
28
7.7 Sufficient privacy during examination or treatment
All patients or parents/guardians of patients were asked: Were (you / your child) given enough privacy when being examined or treated?
The results for Queensland were significantly more favourable in 2013 than in 2011.
86
89
88
88
90
90
96
94
93
94
93
93
93
92
92
92
91
91
91
91
91
91
90
90
90
90
88
89
89
88
88
87
86
87
87
85
82
84
84
83
79
11
9
10
9
8
8
6
7
5
6
5
6
7
5
5
8
7
7
7
7
6
8
9
8
8
11
9
9
10
10
10
12
9
10
11
16
13
11
12
15
4
4
4
5
4
6
9,183
10,598
2,128
4,555
3,304
611
313
304
307
248
309
308
305
301
309
305
306
305
306
275
306
303
305
304
306
305
310
305
308
304
303
304
304
305
306
306
307
296
305
307
298
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Rma
Maryb
Beaud
Bilo
PAH
Cab
Cap
Emld
HBay
Gym
RBWH
Mky
Tmba
MtIsa
MCH
Cal
Rdlnd
Rdclf
Bund
TTH
MAH
RCH
Ips
Wck
Nmbr
Rob
TPCH
Gdstn
Kroy
Rockn
Innsf
GCH
Crns
QEII
Lgn
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, definitely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 33DOH-DL 13/14-013DOH-DL 13/14-013
-
29
7.8 Assistance from staff when needed
All patients or parents/guardians of patients were asked: If (you / your child) needed attention, were you able to get a member of staff to help you?
The results for Queensland were significantly more favourable in 2013 than in 2011.
69
73
71
73
76
75
85
84
79
79
81
77
78
77
78
77
77
77
74
73
74
74
73
74
74
73
72
74
74
70
71
71
70
71
69
70
71
70
69
70
64
26
23
24
23
21
24
14
13
21
19
14
22
20
20
17
20
19
20
24
24
22
24
25
22
21
24
25
22
22
28
25
26
26
24
26
24
22
25
27
24
30
5
4
4
4
4
4
4
4
4
4
4
5
4
4
6
4
5
7
5
4
6
6
7,361
8,368
1,744
3,625
2,572
427
251
241
219
240
232
230
188
254
236
237
234
225
252
254
262
247
250
246
239
231
208
248
252
248
246
238
240
212
248
236
240
256
232
245
251
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Rma
Rob
RCH
Mky
Emld
Maryb
Bilo
Cab
Cap
Kroy
Beaud
Gym
Innsf
Ips
Crns
Tmba
TTH
PAH
RBWH
Gdstn
MCH
Cal
QEII
Bund
Rockn
Wck
TPCH
MtIsa
MAH
HBay
Lgn
Nmbr
Rdlnd
Rdclf
GCH
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, a member of staff was always present or I could always get help when needed
Yes, sometimes
No, I could not find a member of staff to help
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 34DOH-DL 13/14-013DOH-DL 13/14-013
-
30
7.9 Conflicting information provided by staff
All patients or parents/guardians of patients were asked: Sometimes in a hospital, a member of staff may say one thing and another may say something quite different. Did this happen to you in the Emergency Department?
81
82
83
82
84
83
89
88
87
87
86
84
86
87
83
85
83
85
84
81
83
83
82
83
84
82
83
82
82
84
82
83
81
80
81
81
80
78
77
76
78
10
10
9
10
9
12
7
8
9
8
10
12
8
6
12
8
12
8
9
14
10
9
12
9
7
10
8
10
10
5
8
6
10
11
8
9
10
12
12
13
9
9
8
8
8
7
4
5
4
5
5
4
6
7
5
7
5
7
7
4
7
7
6
8
9
8
9
8
8
11
9
11
9
9
10
10
10
10
11
10
12
9,110
10,540
2,117
4,523
3,296
604
300
307
303
307
312
301
300
304
307
304
303
305
302
301
302
305
302
249
273
302
305
304
303
306
302
302
307
308
307
305
304
303
305
296
294
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
Emld
Innsf
Gym
RBWH
Rma
RCH
TTH
Maryb
Beaud
QEII
MCH
Tmba
Nmbr
Rdlnd
Cal
Ips
Rob
Bilo
MtIsa
TPCH
Mky
MAH
Wck
Cab
Rockn
Cap
PAH
HBay
Kroy
Crns
Gdstn
Rdclf
Bund
Lgn
GCH
Percentage (%)
►M
ore
fav
ou
rab
le►
No Yes, to some extent Yes, definitely
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 35DOH-DL 13/14-013DOH-DL 13/14-013
-
31
7.10 Involved as much as desired in decisions about care and treatment
All patients or parents/guardians of patients were asked: Were you involved as much as you wanted to be in decisions about (your / your child's) care and treatment?
77
79
79
78
80
85
85
83
85
87
84
82
81
81
81
80
81
82
79
80
81
79
80
78
80
80
79
78
77
79
79
77
78
77
78
76
74
75
73
73
69
16
15
16
16
15
12
13
14
12
6
11
14
16
14
15
16
14
12
17
14
14
16
14
17
14
14
14
16
17
13
13
17
14
17
14
17
20
18
20
17
24
7
6
5
7
5
4
7
5
4
4
4
4
5
6
5
5
4
5
4
6
6
7
6
6
8
8
6
8
6
8
7
6
8
7
10
7
8,622
9,959
1,971
4,271
3,107
610
305
285
305
283
279
302
282
283
288
285
238
287
281
289
282
292
282
290
288
286
289
282
292
283
281
277
268
295
289
274
284
283
288
272
290
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Innsf
MCH
Emld
PAH
Rma
RBWH
Beaud
Mky
TTH
Bilo
Cab
Cal
Wck
Rob
Maryb
Ips
Crns
Bund
Rdclf
Gym
Cap
Kroy
Tmba
HBay
Nmbr
MtIsa
MAH
QEII
GCH
TPCH
Gdstn
Rdlnd
Lgn
Rockn
Percentage (%)
►M
ore
fav
ou
rab
le►
Yes, definitely Yes, to some extent No
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 36DOH-DL 13/14-013DOH-DL 13/14-013
-
32
7.11 How many staff introduced themselves
All patients or parents/guardians of patients were asked: How many of the staff treating and assessing (you / your child) introduced themselves?
The results for Queensland were significantly more favourable in 2013 than in 2011.
71
74
74
74
72
77
79
83
80
75
79
76
77
77
80
80
75
74
74
70
74
75
75
75
75
71
75
73
72
74
71
70
73
73
72
71
73
72
68
65
60
21
20
22
19
20
19
20
13
15
23
16
20
18
18
13
13
20
21
21
25
20
20
18
19
18
24
18
19
21
18
22
24
18
18
19
19
16
18
21
23
28
6
5
4
5
6
4
4
5
4
4
4
4
4
5
4
4
5
5
5
7
8
6
6
4
5
7
6
5
7
7
7
8
9
7 5
8,931
10,372
2,083
4,453
3,231
605
303
307
295
300
302
300
299
302
299
243
299
296
295
292
302
300
303
298
297
300
269
300
300
293
296
297
304
303
295
301
298
288
302
296
298
Qld 2011
Qld 2013
PR&S
Lge
M & S
Child
RCH
Rma
Rob
RBWH
Cab
PAH
Maryb
MCH
Cap
Bilo
Crns
Mky
TPCH
GCH
Rdlnd
Tmba
Ips
MAH
Nmbr
TTH
MtIsa
Bund
HBay
Emld
Rdclf
Cal
QEII
Gym
Gdstn
Rockn
Beaud
Lgn
Kroy
Innsf
Wck
Percentage (%)
►M
ore
fav
ou
rab
le►
All of them Some of them Very few of them None
State and peer groups
Individual hospitals
Patients Responding
RTI R
elea
se
RTI Document No. 37DOH-DL 13/14-013DOH-DL 13/14-013
-
33
8 Tests
Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who had tests during the Emergency Department visit, were asked the following questions:
1. Did a member of staff explain why (you / your child) needed these tests in a way you could understand?
2. Did a member of staff explain the results of the tests in a way you could understand?
RTI R
elea
se
RTI Document No. 38DOH-DL 13/14-013DOH-DL 13/14-013
-
34
8.1 Reason for tests explained in understandable way
Patients or parents/guardians of patients who had tests during the Emergency Department visit were asked: Did a member of staff explain why (you / your child) needed these tests in a way you could understand?
83
85
85
83
86
91
93
91
91
91
90
89
90
89
87
90
88
88
87
88
85
85
86
86
85
87
82
84
85
82
83
83
83
82
81
81
79
79
79
81
75
10
9
9
10
8
7
6
7
7
5
7
7
4
7
9
4
8
8
7
6
11
10
9
8
9
6
14
9
8
13
11
9
8
11
11
11
14
13
12
10
13
7
6
5
7
6
4
4
4
6
4
4
6
4
5
6
6
4
5
6
6
6
8
4
7
8
5
6
8
9
7
8
8
7
8
8
9
12
5,864