Patient Safety and Quality Improvement Service · statewide levels. The results from this survey...

Queensland Health Emergency Department Patient Experience Survey 2015

Queensland

Patient Safety and Quality Improvement Service

Queensland Government Statistician’s Office

Level 8, 33 Charlotte Street

Brisbane, QLD, 4000

Ph: (07) 3035 6436

© Queensland Government 2016

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, the Queensland Government Statistician’s Office, Queensland Treasury, 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.

18 May 2016 Final Version

ii

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 rating of care ................................................................................ 1

1.2.2 Most favourable and unfavourable patient experience .............................. 1

1.2.3 Patient experience compared with 2013 ................................................... 2

1.2.4 Patient experience compared with 2011 ................................................... 3

2 Introduction ............................................................................................... 4

3 Overall rating of care ................................................................................ 5

3.1 Rating of care received [QS3] ................................................................... 6

4 Arrival at the emergency department ........................................................ 7

4.1 Main reason for attending the emergency department [QS5] .................... 8

4.2 Patient recall of triage process [Q9a] ........................................................ 9

4.3 Sufficient privacy at triage [Q9b] ..............................................................10

4.4 Courtesy of emergency department receptionist [Q10] ............................11

5 Waiting ....................................................................................................12

5.1 Length of time to be examined by a doctor or nurse [Q14] .......................13

5.2 Told expected wait time to be examined [Q15] ........................................14

5.3 Told reason for wait to be examined [Q17] ..............................................15

5.4 Patients ever worried they had been forgotten [Q22] ...............................16

6 Doctors and nurses .................................................................................17

6.1 Condition and treatment explained in a way patients understood [Q25] .......................................................................................................18

6.2 Doctors and nurses listened to patients [Q26] .........................................19

6.3 Healthcare professional discussed patients’ worries/fears about condition or treatment [Q28] ....................................................................20

6.4 Confidence and trust in doctors and nurses [Q29] ...................................21

6.5 Doctors and nurses talked in front of patients as if not there [Q31] ..........22

7 Care and treatment ..................................................................................23

7.1 Treated with respect and dignity [QS2] ....................................................24

7.2 Treated with kindness and understanding [QS7]......................................25

7.3 Amount of information about condition or treatment provided [Q33].........26

7.4 Understandable answers to patients’ questions [Q35] .............................27

7.5 Reasons patient did not ask questions about care and treatment [Q36] .......................................................................................................28

7.6 Amount of information about condition or treatment provided to family, carer, someone else [QNAT3] ......................................................29

7.7 Sufficient privacy during examination or treatment [Q38] .........................30

7.8 Assistance from staff when needed [Q39]................................................31

7.9 Conflicting information provided by staff [Q40] .........................................32

iii

7.10 Involved as much as desired in decisions about care and treatment [Q41] ...................................................................................................... 33

7.11 How many staff introduced themselves [Q42] ......................................... 34

8 Tests ...................................................................................................... 35

8.1 Reason for tests explained in understandable way [Q44] ....................... 36

8.2 Test results explained in understandable way [Q46] ............................... 37

9 Pain ........................................................................................................ 38

9.1 In pain [Q47] ........................................................................................... 39

9.2 Everything possible done to manage pain [Q50] ..................................... 40

10 Environment and facilities ....................................................................... 41

10.1 Cleanliness of emergency department [Q51] .......................................... 42

10.2 Cleanliness of toilets [Q52] ..................................................................... 43

10.3 Availability of food and drink [Q53] .......................................................... 44

10.4 Patients feeling bothered or threatened by patients/visitors [Q54] ........... 45

11 Leaving the emergency department - delays .......................................... 46

11.1 Patients delayed leaving the emergency department [Q61a] .................. 47

11.2 Reasons for delay in leaving the emergency department [Q61b] ............ 48

12 Leaving the emergency department - medications .................................. 49

12.1 How to take new medications explained [Q65] ........................................ 50

12.2 Purpose of new medications explained [Q66] ......................................... 51

12.3 Told about side effects of new medications [Q67] ................................... 52

13 Leaving the emergency department - information ................................... 53

13.1 Given enough information about how to manage care at home [QNAT4] ................................................................................................. 54

13.2 Given written/printed information about condition or treatment [Q68] ...... 55

13.3 Advised when to resume usual activities [Q69] ....................................... 56

13.4 Advised about danger signs of illness/treatment [Q71] ........................... 57

13.5 Advised who to contact if concerned about condition/treatment [Q72] .... 58

14 Leaving the emergency department - coordination of follow-up services 59

14.1 Arrangements for services [QNAT5] ....................................................... 60

15 Leaving the emergency department - destination ................................... 61

15.1 Destination after leaving the emergency department [Q3]....................... 62

16 Complaints ............................................................................................. 63

16.1 Information on how to provide feedback [Q79c] ...................................... 64

Results summary .................................................................................... 65 Appendix A

Key facility results ................................................................................... 67 Appendix B

General information ................................................................................ 73 Appendix C

C.1 Survey objectives ................................................................................... 73

C.2 Methodology ........................................................................................... 73

Questionnaire design .............................................................................. 73 C.2.1

Scope ..................................................................................................... 73 C.2.2

iv

Sampling .................................................................................................74 C.2.3

Peer groups .............................................................................................74 C.2.4

Pre-approach letter and data collection ...................................................75 C.2.5

Response rate .........................................................................................75 C.2.6

Sample characteristics and weighting ......................................................75 C.2.7

C.3 Data analysis and presentation ................................................................76

Graphs ....................................................................................................76 C.3.1

Output interpretation ................................................................................77 C.3.2

Significance testing ..................................................................................77 C.3.3

Cautionary note .......................................................................................78 C.3.4

Peer groups .............................................................................................79 Appendix D

Facilities by Hospital and Health Service .................................................81 Appendix E

Definitions of favourable and unfavourable ..............................................82 Appendix F

Methodology used to rank facilities for each graph ..................................87 Appendix G

Questionnaire and analysis changes .......................................................92 Appendix H

Questionnaire ..........................................................................................93 Appendix I

Tables Table 1: Summary of results and comparisons - Percentage of favourable

responses .................................................................................................... 65

Table 2: Key results for Principal Referral and Specialised Hospitals peer group ....... 68

Table 3: Key results for Large Hospitals peer group................................................... 69

Table 4: Key results for Medium and Small Hospitals peer group .............................. 70

Table 5: Key results for Children’s Hospitals/Emergency Departments peer group ............................................................................................................ 72

Table 6: Breakdown of responses by month of visit ................................................... 75

Table 7: Sample characteristics ................................................................................. 76

Table 8: Facilities in each peer group ........................................................................ 80

Table 9: Facilities by Hospital and Health Service ...................................................... 81

Table 10: Definitions of favourable and unfavourable responses ................................. 82

Table 11: Weights used in sorting facilities for each graph ........................................... 87

Table 12: Summary of questionnaire changes between 2015 and 2013 ...................... 92

Table 13: Summary of changes to favourable/unfavourable classification between 2015 and 2013 ............................................................................................. 92

v

1 Executive summary

1.1 Survey details, sample size and response rate The Emergency Department Patient Experience Survey 2015 was conducted by the Queensland Government Statistician’s Office (QGSO) on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing from October to December 2015. This is the third time this survey has been run in Queensland, the previous times being in 2011 and 2013.

A total of 14,737 interviews was completed of patients who visited the emergency department of Queensland public hospitals and multipurpose health services in August and September 2015. The response rate for all facilities in the survey was 52%.

The survey included 53 emergency departments from the largest public facilities in Queensland utilising the Emergency Department Information System, 33 of which were also included in the 2013 survey and 28 in the 2011 survey.

Facilities have been grouped into four ‘peer groups’ that provide similar services to allow for valid comparisons between facilities within each peer group (see Appendix D). 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 facility and statewide levels. The results from this survey will be compared to the results from the previous surveys where possible.

1.2 Headline survey results

1.2.1 Overall rating of care Sixty-one per cent of emergency department patients in Queensland public emergency departments rated the care they received as very good, 24% rated it as good and 10% as adequate.

Comparison with previous results cannot be undertaken as response categories for the 2015 survey were modified. Overall rating of care results for 2013 and 2011 for Queensland were as follows:

In 2013, 42% rated their care as excellent, 31% as very good, 18% as good and 6% as fair. In 2011, 44% rated their care as excellent, 33% as very good, 15% as good and 4% as 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 F for the favourable/unfavourable classification of responses.

Areas of most favourable patient experience

• 98% considered the emergency department to have been very clean or fairly clean

• 95% considered the toilets to have been very clean or fairly clean

• 94% had all or some of the staff introduce themselves

• 92% were not bothered or threatened by other patients/visitors

• 92% rated the courtesy of the receptionist as excellent, very good or good.

1

Areas of most unfavourable patient experience

• 79% were not advised of the expected wait time to be examined

• 74% were not told and did not see a poster or brochure about how to give feedback about the care they received

• 62% were not given written or printed information about their condition or treatment

• 54% were not advised about side effects of new medications, or were advised only to some extent

• 49% reported that healthcare professionals did not discuss their worries or fears with them, or only discussed them to some extent.

1.2.3 Patient experience compared with 2013 Queensland public hospital emergency department results from the 2015 survey were compared with the 2013 survey results. The areas that had statistically significantly more favourable and less favourable results than in 2013 are listed below. See Appendix F for the favourable/unfavourable classification of responses.

Areas of improved performance (per cent favourable responses, 2015 vs 2013)

• Condition and treatment explained in a way patients understood (82% vs 77%) [Q25, p18]

• Amount of information about condition or treatment provided (88% vs 83%) [Q33, p26]

• Advised about danger signs of illness/treatment (64% vs 61%) [Q71, p57]

• Advised who to contact if concerned about condition/treatment (76% vs 72%) [Q72, p58]

• Information on how to provide feedback (26% vs 15%) [Q79c, p64].

Areas of reduced performance (per cent favourable responses, 2015 vs 2013)

• Sufficient privacy at triage (71% vs 75%) [Q9b, p10]

• Doctors and nurses listened to patients (82% vs 84%) [Q26, p19]

• Sufficient privacy during examination or treatment (87% vs 89%) [Q38, p30]

• Availability of food and drink (72% vs 77%) [Q53, p44]

• Arrangements for services (52% vs 60%) [QNAT5, p60].

2

1.2.4 Patient experience compared with 2011 Queensland public hospital emergency department results from the 2015 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 F for the favourable/unfavourable classification of responses.

Areas of improved performance (per cent favourable responses, 2015 vs 2011)

• Patient recall of triage process (78% vs 73%) [Q9a, p9]

• Told expected wait time to be examined (21% vs 15%) [Q15, p14]

• Told reason for wait to be examined (30% vs 27%) [Q17, p15]

• Condition and treatment explained in a way patients understood (82% vs 76%) [Q25, p18]

• Amount of information about condition or treatment provided (88% vs 80%) [Q33, p26]

• Involved as much as desired in decisions about care and treatment (79% vs 77%) [Q41, p33]

• How many staff introduced themselves (94% vs 92%) [Q42, p34]

• Cleanliness of emergency department (98% vs 97%) [Q51, p42]

• Given written/printed information about condition or treatment (38% vs 34%) [Q68, p55]

• Advised when to resume usual activities (60% vs 57%) [Q69, p56]

• Advised about danger signs of illness/treatment (64% vs 56%) [Q71, p57]

• Advised who to contact if concerned about condition/treatment (76% vs 73%) [Q72, p58].

Areas of reduced performance (per cent favourable responses, 2015 vs 2011)

• Sufficient privacy at triage (71% vs 75%) [Q9b, p10]

• Everything possible done to manage pain (73% vs 78%) [Q50, p40].

3

2 Introduction The Emergency Department Patient Experience Survey 2015 was conducted by the Queensland Government Statistician’s Office (QGSO) on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing between October and December 2015.

This is the third time this survey has been run, the previous times being in 2011 and 2013. Of the 53 emergency departments that participated in the 2015 survey, 33 were also included in the 2013 survey and 28 in the 2011 survey. See Appendix D for the emergency departments that participated in previous surveys.

For each participating facility, eligible patients who had attended the emergency department during August or September 2015 were selected for the survey. For the largest of the facilities a random sample of patients was selected to achieve at least 300 completed interviews, and a census of remaining facilities was attempted.

In previous years, patients under 16 years of age who attended participating facilities other than children’s facilities were excluded. However, for the 2015 survey these patients have been included. For patients under 16 years of age, parents or guardians were interviewed on their child’s behalf. In the 2015 survey, across all participating emergency departments and all questions, adults responding on behalf of children provided answers with ratings close to the average for adult patients. As a result, combining responses from parents/guardians of child patients with responses from adult patients in the 2015 survey appeared to cause little change to the measures of patient experience.

This report presents the findings from the 2015 survey of emergency department patients, with peer group and statewide comparisons. As results are weighted up to population totals, reported percentages represent estimated population proportions. The report also highlights differences from the 2013 and 2011 results. Significance testing was performed to test for differences between 2015, 2013 and 2011. All differences noted in this report are significant at the 5% level (p<0.05).

More information on the methodology is included in Appendix C.

Graphs

Graphs in this report are divided into two sections. The top section shows results for Queensland in 2015, Queensland in 2013 and 2011 where comparable, and the four peer groups in 2015. The bottom section shows the results for each facility ranked by their performance according to the most favourable categories, with the highest performing facilities at the top. See Appendix G for more details of how facilities were ranked for each graph. In the case of neutral measures (those without a favourable/unfavourable classification), facilities are ordered by peer group, and alphabetically within peer groups.

Note that facilities are omitted from the bottom section of the graphs if they have fewer than 20 responses to that question, as response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results.

Values are displayed on the graphs in Sections 3 to 16 where space allows and are rounded to whole numbers. Due to these factors, the sum of responses displayed may not always equal 100%.

Only the relevant categories have been included in calculating the percentages used for each graph, with responses such as ‘didn’t need’ and ‘don’t know’ generally not included. Please refer to Appendix F for more information on the response categories included and excluded from each graph.

4

3 Overall rating of care Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked:

1. Overall, how would you rate the care you (child) received in the emergency department? [QS3]

5

3.1 Rating of care received [QS3] All patients (parents/guardians of child patients) were asked: Overall, how would you rate the care you (child) received in the emergency department?

Ranking in the graph is based on response weightings of: Very good 100; Good 75; Adequate 50; Poor 25; Very poor 0. See Appendix G for more details of how facilities were ranked. Comparison with previous results cannot be undertaken as response categories for the 2015 survey were modified. See Appendix H for details of change. Overall rating of care results in Queensland for 2013 and 2011 were as follows: In 2013, 42% rated their care as excellent, 31% as very good, 18% as good and 6% as fair. In 2011, 44% rated their care as excellent, 33% as very good, 15% as good and 4% as fair.

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89

13151315

4

4

5

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454

44

454

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44

5

5

7

6667

6

4

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45

14,7262,1334,5037,480

610

24922030524630218530527730326930725930730430728829530630529029130530328130024931031528528027631231330930530629430630430730630496

28029630646

27130630630928139

Queensland 2015Princ Ref & Spec

LargeMed & Sml

Child

WeiLngrch

TPCH-ChStGrgeStanthp

CktwnLCCHMrbaCapAyr

TTHGwndiNmbr

RobRdclfPpineCrnsPAHQEIIRma

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MarybChvlleRBWH

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CherbPercentage (%)

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favo

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Very good Good Adequate Poor Very poor Patients responding

State and peer groups

Individual facilities

6

4 Arrival at the 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 child) to the emergency department? [QS5]

2. Do you remember taking part in the triage process? [Q9a]

3. Were you given enough privacy when discussing your (child’s) condition with the triage nurse? [Q9b]

4. How would you rate the courtesy of the emergency department receptionist? [Q10]

7

4.1 Main reason for attending the emergency department [QS5] All patients (parents/guardians of child patients) were asked: What was the main reason that you went (took child) to the emergency department?

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8,52110,00314,672

2,1274,4937,443

609

293304306305309304306

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30326830527931430324727339

27118428029530525931129030443

30722027328629024530294

304249

305304

Queensland 2011Queensland 2013Queensland 2015Princ Ref & Spec

LargeMed & Sml

Child

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Percentage (%)

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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 Patients responding


Individual facilitiesPrincipal Referral and Specialised Hospitals

Large Hospitals

Medium and Small Hospitals

Children’s Hospitals/Emergency Departments

8

4.2 Patient recall of triage process [Q9a] All patients (parents/guardians of child patients) were asked: Do you remember taking part in the triage process?

Ranking in the graph is based on response weightings of: Yes 100; No 0. See Appendix G for more details of how facilities were ranked.

The results for Queensland were significantly more favourable in 2015 than in 2011.

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570

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Percentage (%)

►M

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favo

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Yes No Patients responding

(Don’t know)



9

4.3 Sufficient privacy at triage [Q9b] Patients (parents/guardians of child patients) who remembered taking part in the triage process were asked: Were you given enough privacy when discussing your (child’s) condition with the triage nurse?

Ranking in the graph is based on response weightings of: Yes, definitely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked.

The results for Queensland were significantly less favourable in 2015 than in 2013 and 2011.

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7170

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Child

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Percentage (%)

►M

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favo

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Yes, definitely Yes, to some extent No Patients responding



10

4.4 Courtesy of emergency department receptionist [Q10] All patients (parents/guardians of child patients) were asked: How would you rate the courtesy of the emergency department receptionist?

Ranking in the graph is based on response weightings of: Excellent 100; Very good 80; Good 60; Fair 40; Poor 20; Very poor 0. See Appendix G for more details of how facilities were ranked.

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13,0201,8744,0606,515

571

20521626526322615527724026125229424319324527227627627224526025720828622727226326123323226327026425628127577

2692622862352772712912752762802772682672662843342


LargeMed & Sml

Child

WeiStGrge

RmaTTH

ChvlleCktwnLCCH

StanthpCap

PpineTPCH-Ch

DlbyLngrch

MAHRob

BeaudQEII

MarybInghmMrbaMtIsa

GwndiGym

AyrHBayPAHCrns

ChnlaCTwrsNmbr

AttnInnsf

TmbaRBWH

TPCH-AdThIH

GdstnRocknRdlnd

BiloMky

EmldRdclf

LgnBundWckCab

GCUHCalIps

KroyCherbJPlmr

Percentage (%)

►M

ore

favo

urab

le►

Excellent Very good Good Fair Poor Very poor Patients responding



11

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 (child) wait before being examined by a doctor or nurse? [Q14]

2. Were you told how long you (child) might have to wait to be examined? [Q15]

3. Were you told why you (child) had to wait to be examined? [Q17]

4. At any point, did you ever feel worried that staff in the emergency department had forgotten about you (child)? [Q22]

12

5.1 Length of time to be examined by a doctor or nurse [Q14] All patients (parents/guardians of child patients) were asked: From the time you first arrived at the emergency department, how long did you (child) wait before being examined by a doctor or nurse?

Ranking in the graph is based on response weightings of: 10 m or less 100; 11–30 m 80; 31–60 m 60; 61 m–2 hr 40; More than 2 hr–4 hr 20; More than 4 hr 0. See Appendix G for more details of how facilities were ranked.

41424243

3849

40

7060

585960

575655

4954

4860

53505154

514949484847474648

4046

42464646

4243444543

384645

3241

3536

4144

363738

3435

312830

2426

2423

2424

25

1530

252625

2827

26342333

1926

312622

2325

2426

2426

262824

292128

2318

2227

2121

2322

272024

3325

3024

2317

272220

221925

2621

1313

1414

1412

16

97

98

78

99

1016

1010

1111

1110

11121513

1511

119

1217

1514

12211413

191512

1219

13917

1413

1711

1210

151519

161215

15

1010

109

118

10

5

74556

755

65

54

69986

66

81198

10118

910

81010

109

1210

98

99

1010

131014111010

131010

16

87

88

105

7

4

6

5

4546

565

55

446

7

856

78

85

1011

78910

812

1013

1113

131513

13

4

4

5

4

4

54

5

4675

8,2999,788

14,3542,0504,3867,320

598

28323729527528924418127295

28221829929546

27526830527224226129325129728428829430030930839

287298291296294305278294302302288278292299273302301295297297295296297


LargeMed & Sml

Child

InghmStGrgeStanthp

BiloRmaWei

CktwnMrbaThIH

PpineLngrch

TTHCap

JPlmrDlby

ChnlaBeaudCTwrsChvlle

AyrNmbr

GwndiQEII

RocknMarybRBWHGdstnBundGym

CherbCrnsMky

EmldLCCH

AttnKroy

MtIsaInnsf

CalTPCH-Ch

PAHMAH

TPCH-AdHBayTmbaRdlnd

WckCab

RdclfLgnIps

RobGCUH

Percentage (%)

►M

ore

favo

urab

le►

10 m or less 11–30 m 31–60 m 61 m–2 hr More than 2 hr–4 hr More than 4 hr Patients responding



13

5.2 Told expected wait time to be examined [Q15] Patients (parents/guardians of child patients) who waited for longer than 10 minutes were asked: Were you told how long you (child) might have to wait to be examined?

Ranking in the graph is based on response weightings of: Yes 100; Information shown on a (TV) screen 50; No 0. See Appendix G for more details of how facilities were ranked.


1420201919

2421

4440

3836

3431

272827272627262525252424242423232323232223232221222121212120

18181817

161718171717161616161615

14

4

5

8579798080

7577

5659

626262

6870

72717272737273

75757576757576767777777677777877787778787878

8080828079

818281828283838383848485

4,8315,4347,5311,1142,6023,471

344

2310013012146

1011402183

11116511816716211515113012712116612515875

16395

146167146150159171188155122151182204177113146177156196154161182131202171155191182182


LargeMed & Sml

Child

JPlmrLngrchPpineChnlaThIHWeiCap

CherbInghm

BiloMtIsa

StanthpKroy

LCCHTTH

EmldGwndiCTwrs

MrbaCal

ChvlleGym

CktwnPAH

StGrgeQEIIMAH

BeaudCrnsAttnMky

RdclfInnsfDlby

RocknRdlnd

RobHBayRma

NmbrTPCH-Ad

TmbaIps

GdstnRBWH

CabAyr

GCUHBund

MarybLgnWck

TPCH-ChPercentage (%)

►M

ore

favo

urab

le►

Yes Information shown on a (TV) screen No Patients responding



14

5.3 Told reason for wait to be examined [Q17] Patients (parents/guardians of child patients) who waited for longer than 10 minutes were asked: Were you told why you (child) had to wait to be examined?

Ranking in the graph is based on response weightings of: Yes 100; Information shown on a (TV) screen 50; No 0. See Appendix G for more details of how facilities were ranked.


27283031

2734

30

534645

444443

41404038

363737373736353534

333433333333323131

3031303031

2929282828282727272726252524252424242323

73727068

7266

68

455454

56565757

59606161626363636464656465

666667676768676867686868697071717272727272727374747575757675767677

4,8465,4907,5871,1272,6093,508

343

12210576

1191142346

12510315913412397

16513116812416216515815013011512985

15014912718516315318016520216215514821

173150203158114182186185198169178168188156191


LargeMed & Sml

Child

ChnlaWei

CktwnMrba

BiloJPlmrThIH

PpineLngrch

InnsfCap

StanthpStGrge

PAHAyrCal

ChvlleGymMAH

LCCHCrns

GwndiRma

CTwrsInghmEmldQEIIDlbyRdclf

RBWHNmbr

TPCH-AdMtIsa

GCUHAttn

RocknBeaudCherbBundTmba

RobMaryb

TTHCabWck

TPCH-ChIps

MkyHBayKroy

RdlndGdstn

LgnPercentage (%)

►M

ore

favo

urab

le►

Yes Information shown on a (TV) screen No Patients responding



15

5.4 Patients ever worried they had been forgotten [Q22] All patients (parents/guardians of child patients) were asked: At any point, did you ever feel worried that staff in the emergency department had forgotten about you (child)?

Ranking in the graph is based on response weightings of: No 100; Yes 0. See Appendix G for more details of how facilities were ranked.

8486

858483

8786

9696

939392929191919090909089898989898787878787878786868685858585858584848483838383838382828281808080807978

1614

151617

1314

44

7788999

1010101011111111111313131313131314141415151515151516161617171717171718181819202020202122

8,49710,00014,692

2,1284,4897,468

607

21924624930124929126928627618427728930928030430725730395

30631329527128128129430630930930730430330130330745

27830429530331530830830230539

303285305304303303306


LargeMed & Sml

Child

LngrchStGrge

WeiStanthp

ChvlleInghm

AyrPpine

CTwrsCktwnMrbaRma

BeaudDlby

TPCH-ChTTH

GwndiCap

ThIHNmbrGymEmld

ChnlaMtIsa

BiloRockn

PAHHBayBundInnsf

RdlndMky

MarybLCCHRdclfJPlmrMAHQEIICrns

TPCH-AdCal

RBWHKroy

IpsGdstnCherb

RobTmba

LgnCabAttn

GCUHWck

Percentage (%)

►M

ore

favo

urab

le►

No Yes Patients responding



16

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 (child’s) condition and treatment in a way you could understand? [Q25]

2. Did the doctors and nurses listen to what you had to say? [Q26]

3. Did a healthcare professional discuss [these worries or fears] with you? [Q28]

4. Did you have confidence and trust in the doctors and nurses examining and treating you (child)? [Q29]

5. Sometimes doctors and nurses might talk in front of a patient as if they weren’t there. Did this happen to you? [Q31]

17

6.1 Condition and treatment explained in a way patients understood [Q25]

All patients (parents/guardians of child patients) were asked: While you were in the emergency department, did a doctor or nurse explain your (child’s) condition and treatment in a way you could understand?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. The response categories for this question were modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change.

The results for Queensland were significantly more favourable in 2015 than in 2013 and 2011.

7677

82828082

88

919090898887

8587858587

8489

84848684

8284

8282848281808183

808282

80808182818181818180807979

7680

787878797777

7374

1818

1515

1615

11

789

111111141013139

154

1414101217121616121518191614191515181916141616151514171719182214191818161819

2419

65

4

7

4

4

4

4

444

5

4654

7

7,8139,126

12,7761,7903,8616,566

559

23122526926619423024916123022825429044

27825726525925626926624627326025122425125526126627426425123426427226424724825023623626026082

26625425426725624727037

275

(65)(41)(94)(15)(29)(49)

(1)

(1)(1)(1)(3)(2)(0)(1)(1)(2)(2)(1)(0)(0)(0)(1)(4)(3)(1)(2)(1)(3)(1)(3)(2)(1)(2)(2)(2)(2)(7)(3)(2)(3)(0)(1)(0)(0)(2)(1)(1)(1)(6)(5)(1)(3)(2)(0)(1)(3)(3)(3)(0)(1)

(653)(848)(842)(147)(255)(416)(24)

(8)(13)(15)(18)(17)(14)(17)(15)(18)(20)(16)

(9)(1)

(11)(13)(24)(18)(21)(14)(13)(16)(10)(27)(20)(13)(26)(24)(11)

(9)(16)(12)(22)(22)(16)(15)(15)(16)(16)(19)(15)(16)(14)(19)

(5)(21)(30)(14)(16)(18)(18)(17)

(2)(17)


LargeMed & Sml

Child

StGrgeWei

LCCHStanthpLngrchGwndi

CrnsCktwnCTwrs

AyrInghm

TPCH-ChJPlmrQEII

PpineBeaud

TTHRdlndInnsfEmld

RocknCap

RBWHNmbr

ChvlleGCUHHBayRma

TPCH-AdCalLgn

MarybDlbyWck

RdclfAttn

TmbaMrbaRob

MAHChnla

CabGymThIHMkyPAH

MtIsaGdstn

IpsBilo

BundCherb

KroyPercentage (%)

►M

ore

favo

urab

le►

Yes, completely Yes, to some extent No Patients responding

(Don’t know)

(Didn't need)



18

6.2 Doctors and nurses listened to patients [Q26] All patients (parents/guardians of child patients) were asked: Did the doctors and nurses listen to what you had to say?


The results for Queensland were significantly less favourable in 2015 than in 2013.

8484

8282828384

92918989

8786

898786878687

858487

858686868585

848384

82828483828282828282

808182

7980828181

7980

78777877

80787778

74

1313

1415151314

78

1010

11148

11139

121013151014111110131214141216171215151615141414181714181714151419161919182015171816

19

4

4

4

4

4

44

5

545

4

4

655

67

8,4809,980

14,6742,1224,4877,456

609

21930224925830428426918530230224630630530431430629429830227630530430927628924930828930495

30327927827130231030328129430329431230530730430530639

28028530630846


LargeMed & Sml

Child

LngrchStanthp

WeiGwndi

QEIIPpine

AyrCktwn

InnsfCap

StGrgeRdclf

TPCH-ChLgnCal

WckCrns

MarybRob

CTwrsHBayLCCH

RBWHMrbaRma

ChvlleBeaudInghmNmbrThIH

GCUHDlbyMAH

ChnlaPAH

BundAttn

MtIsaEmld

TPCH-AdRockn

GymRdlnd

TTHIps

CabMky

CherbBilo

TmbaGdstn

KroyJPlmr

Percentage (%)

►M

ore

favo

urab

le►




19

6.3 Healthcare professional discussed patients’ worries/fears about condition or treatment [Q28]

Patients (parents/guardians of child patients) who had worries of fears about their (child’s) condition or treatment were asked: Did a healthcare professional discuss [these worries or fears] with you?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. This question was modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

5152

51515050

55

7861

5869

63585760

5257

5559

5451

5458

5454

5255

5253

6055

495352

5052

465252

4646

54474847

4348

4142

4741

3539404042

3838

2831

3234

3229

34

1733

369

203131

24392932263440

312332

29332733301625372829333041

272738

3720

3330313828

403524354639

33342837

30

21161715

1821

10

566

2216

1112

169

1412

1612

914

1915

1715

1816

1724

2014

181817

1813

2121

1617

2620

2222

1924

1923

2824

1823

2626

3026

32

2,1302,4793,430

5331,1271,611

159

533775234641787437788352847061757881775759884373996670665870687076655684715678728184896652806273485963


LargeMed & Sml

Child

WeiLngrch

TPCH-ChThIH

GwndiStGrge

PAHTmbaCktwn

LgnGCUHInghmLCCH

RBWHMaryb

CalCrnsMky

TPCH-AdStanthp

CapRdlnd

AyrAttn

MAHRdclfRma

MtIsaMrbaEmldInnsfDlbyRob

RocknPpine

CabBundQEII

HBayBeaudNmbr

IpsGymTTH

ChnlaGdstnCTwrs

KroyChvlle

WckBilo

Percentage (%)

►M

ore

favo

urab

le►




20

6.4 Confidence and trust in doctors and nurses [Q29] All patients (parents/guardians of child patients) were asked: Did you have confidence and trust in the doctors and nurses examining and treating you (child)?

Ranking in the graph is based on response weightings of: All of them 100; Most of them 75; Only some of them 25; None of them 0. See Appendix G for more details of how facilities were ranked.

71737273

717372

8383

8182

7782

798079

7478787776

717577

7276

73747375

7272747373

687072

7073

7169

7274

706970

6862

7166

7163

696766

70656769

19171818

181519

1312

1310

1710

1311

1120131315

15231815

2015

18161814

1918141516

232016

191518

201513

181918

2029

162214

251620

1915

191513

8987

99

8

44

56

66668

568584

666

8798

1079

10910

810

1011999

1010

910910

71010

1211

139

1291218

15

4

7

8,4959,995

14,6922,1284,4907,464

610

18424922030130530424530126830231429530028830730525930528927530530130628430727730727830630529129530724830831130529430427128094

30730531328030330630846

30539

280


LargeMed & Sml

Child

CktwnWei

LngrchStanthp

TPCH-ChCap

StGrgeMaryb

AyrQEIICal

CrnsRob

PpineNmbr

TPCH-AdGwndi

PAHRma

CTwrsCab

GCUHRdclfTmbaInnsfMrba

BeaudDlbyLgn

LCCHInghmEmldTTH

ChvlleRBWH

BundWck

RocknMky

ChnlaMAHThIHHBayRdlndGym

MtIsaAttn

GdstnKroy

JPlmrIps

CherbBilo

Percentage (%)

►M

ore

favo

urab

le►

All of them Most of them Only some of them None of them Patients responding



21

6.5 Doctors and nurses talked in front of patients as if not there [Q31] All patients (parents/guardians of child 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?

Ranking in the graph is based on response weightings of: No 100; Yes, to some extent 50; Yes, definitely 0. See Appendix G for more details of how facilities were ranked.

8282

818080

8380

8990

8888888788

8686

848687

8586858585848484848483838282838381808180828281808079797981

787777

80787878

7677

7365

61

1112

121213

1014

86989

1078

101287

11899

10119

11109

1111121210111315131410101214131414149

1416171014131216

1319

2015

7678776

45

44

5554

664

6566576676666776556

88777677

9776

1089

108

108

1623

8,3919,883

14,5392,1044,4367,391

608

18025829821824828530030624429731128926529527327330330327927629030624629830429829330526930228930328529927630530930227930229830530130628093

3053003003092974539


LargeMed & Sml

Child

CktwnGwndi

CapLngrch

WeiPpine

StanthpBeaudStGrge

RobCal

RmaAyr

MarybMrba

CTwrsHBay

MkyBilo

DlbyRockn

GymChvlle

AttnWck

RdlndCrnsInnsf

ChnlaNmbrEmld

TPCH-ChInghm

TPCH-AdMAH

LCCHBundQEII

TmbaIps

GCUHRdclfPAH

RBWHMtIsaThIHTTH

GdstnCabKroyLgn

JPlmrCherb

Percentage (%)

►M

ore

favo

urab

le►

No Yes, to some extent Yes, definitely Patients responding



22

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.


1. Overall, did you feel you were (child was) treated with respect and dignity while in the emergency department? [QS2]

2. Overall, did you feel you were (child was) treated with kindness and understanding while in the emergency department? [QS7]

3. While you were in the emergency department, how much information about your (child’s) condition or treatment was given to you? [Q33]

4. Did you get answers that you could understand? [Q35]

5. Was this because you didn’t have any questions, or for some other reason? [Q36]

6. How much information about your condition or treatment was given to your family, carer or someone close to you? [QNAT3]

7. Were you (child) given enough privacy when being examined or treated? [Q38]

8. If you (child) needed assistance, were you able to get a member of staff to help you within a reasonable timeframe? [Q39]

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? [Q40]

10. Were you involved as much as you wanted to be in decisions about your (child’s) care and treatment? [Q41]

11. How many of the staff treating and assessing you (child) introduced themselves? [Q42]

23

7.1 Treated with respect and dignity [QS2] All patients (parents/guardians of child patients) were asked: Overall, did you feel you were (child was) treated with respect and dignity while in the emergency department?

Ranking in the graph is based on response weightings of: Yes, always 100; Yes, sometimes 50; No 0. See Appendix G for more details of how facilities were ranked.

88888889878890

95949393

92939291929292919291

9091908991898989908988888888888890

88888887

8687878787

858685878685868484

808383

69

10111010

1098

55657578657756

1079

11799969

11101011101069

109

1013111110101312129

1012111314201312

26

4

44

4

45

8,52410,01114,719

2,1314,5047,474

610

30524930230222018525828924930426927729430528124630130630128028829527131530530529530530730729127630530828530530630631031330531230630430830830730628046

2819639


LargeMed & Sml

Child

TPCH-ChWei

GCUHStanthpLngrchCktwnGwndi

RmaChvlle

CapAyr

MrbaRockn

RobMtIsa

StGrgeAttnPAH

MarybDlby

PpineEmld

ChnlaCal

QEIILCCH

CrnsLgn

RdclfNmbr

InghmCTwrs

TPCH-AdBeaudTmbaRdlnd

TTHWck

RBWHGym

GdstnBundCabMkyKroy

HBayInnsf

IpsMAH

JPlmrBilo

ThIHCherb

Percentage (%)

►M

ore

favo

urab

le►

Yes, always Yes, sometimes No Patients responding



24

7.2 Treated with kindness and understanding [QS7] All patients (parents/guardians of child patients) were asked: Overall, did you feel you were (child was) treated with kindness and understanding while in the emergency department?

Ranking in the graph is based on response weightings of: Yes, all of the time 100; Yes, some of the time 50; No 0. See Appendix G for more details of how facilities were ranked. This question was not asked in 2011.

8686868586

93

9494

9292929191929190898990

888889888788888887868686868787

85858585878686

85828484838385

8283848384

8280808180

71

121212

1312

7

6678678689998

12119

121211101012121212131110141414139

12111318141315161116151214131517171718

26

4

4

4

4

10,01214,714

2,1304,5017,473

610

24930530525918524628927730030422026930524930330730630530730029328830896

29528129130630630527930930328427127646

30430631229530527931430428130731330530930630839

Queensland 2013Queensland 2015Princ Ref & Spec

LargeMed & Sml

Child

WeiTPCH-Ch

LCCHGwndiCktwn

StGrgeRmaMrba

StanthpCap

LngrchAyr

RobChvlleGCUH

RdclfPAHQEII

NmbrMarybRocknPpine

BeaudThIHCrns

MtIsaInghm

WckLgn

GdstnDlby

RBWHAttn

TmbaChnlaCTwrsJPlmr

TPCH-AdTTH

BundEmldMky

MAHCal

CabBilo

InnsfGym

RdlndHBay

IpsKroy

CherbPercentage (%)

►M

ore

favo

urab

le►

Yes, all of the time Yes, some of the time No Patients responding



25

7.3 Amount of information about condition or treatment provided [Q33]

All patients (parents/guardians of child patients) were asked: While you were in the emergency department, how much information about your (child’s) condition or treatment was given to you?

Ranking in the graph is based on response weightings of: The right amount 100; Too much 66.7; Not enough 33.3; Not given any information 0. See Appendix G for more details of how facilities were ranked. The response categories for this question were modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change.


8082

8889

8688

92

9493939292929192919190919091909089908989898889888990898888898888888787

858787

86868786

838484848383

80828281

73

1413

99

1110

7

456776778697106899

81088108

108

59997989991398131189141513

11131418

121315

18

54

5

4

44

44

5

554

6

8,4269,937

13,2021,8713,9746,791

566

28023028127923823923120527328228524026526227727225526126226026525616927726925826225826925726426125527728385

26426624827527424828028227725425326045

26826326934

(104)(78)

(153)(30)(49)(69)

(5)

(3)(1)(5)(1)(1)(2)(0)(2)(4)(4)(0)(7)(3)(6)(4)(4)(3)(0)(1)(2)(6)(2)(2)(3)(3)(2)

(11)(1)(2)(2)(7)(1)(2)(4)(3)(2)(9)(5)(1)(4)(2)(2)(3)(1)(1)(1)(0)(4)(1)(4)(2)(6)(1)


LargeMed & Sml

Child

StanthpStGrgeLCCH

QEIIWei

GwndiChvlleLngrchBeaudRBWH

TPCH-ChAyr

EmldMaryb

CalInnsfCrns

PpineRmaMrba

TPCH-AdRob

CktwnPAHCap

InghmTTH

RocknGCUHMtIsaRdlndNmbrDlbyRdclfGymThIHHBay

AttnCTwrs

WckMky

TmbaGdstn

LgnKroy

ChnlaMAHBilo

JPlmrCabIps

BundCherb

Percentage (%)

►M

ore

favo

urab

le►

The right amount

Too much

Not enough

I wasn’t given any information about (my / my child’s) condition or treatment Patients responding

(Don’t know)



26

7.4 Understandable answers to patients’ questions [Q35] Patients (parents/guardians of child patients) who asked questions about their care and treatment were asked: Did you get answers that you could understand?


77797879

7679

85

92898887

85848385858584

82818382818183

818080828180

79787980

7879787779

77757675

8076767776

74727473

787373

7673

7072

17171717

1816

12

69

9101416

1511111112

15171314161712141615131314171816141716181914192320221319191718212520211221211420

2318

6454

55

4444

44

5444

66544565544

74

4

855665

66

1066

1077

10

5,9766,984

10,7921,5253,3225,395

550

13716120019327717120721127320226

21221221821618324119320223319618722320923821722121120819922923122322420822422722622721420021819935

20923271

231220207232199229


LargeMed & Sml

Child

CktwnLngrch

WeiStGrge

TPCH-ChChvlle

InnsfPpineLCCH

StanthpCherbNmbrPAHCapCrns

GwndiQEII

InghmAyr

RBWHTmbaDlbyCal

MrbaMkyTTH

RdclfAttn

TPCH-AdMarybRdlndMtIsa

BeaudEmldMAHRmaLgn

GymGCUHHBayChnla

RobCTwrsJPlmr

WckBundThIH

GdstnKroy

RocknCabBiloIps

Percentage (%)

►M

ore

favo

urab

le►




27

7.5 Reasons patient did not ask questions about care and treatment [Q36]

Patients (parents/guardians of child patients) who did not ask questions about their care and treatment were asked: Was this because you didn’t have any questions, or for some other reason?

Ranking in the graph is based on response weightings of: Did not have any questions 100; Too unwell to ask any questions 100; There wasn’t enough time to ask questions 0; Did not have an opportunity to ask questions 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

858788

868889

99

969192

9099100

9095

919494

859090

87868790

8587

9485

9690

948990

8892

8889929292

8793

858687

858785

9680

9591

7689

8277

85

12119

11108

498

10

105

855

1388

121211

81311

513

84

98

105

108555

104

111110

121011

16

419

612

178

44

4

5555555

2,3202,7733,471

5241,0531,842

52

915848665429675857677073707865797469666841686444679279818389818276617375617877887982232345686588697961

(16)(10)(39)

(8)(7)

(24)(0)

(1)(0)(0)(1)(0)(0)(1)(0)(0)(0)(4)(1)(1)(1)(0)(1)(0)(0)(1)(0)(1)(0)(3)(1)(0)(2)(1)(0)(1)(1)(0)(1)(0)(1)(0)(1)(0)(1)(1)(0)(3)(2)(0)(0)(1)(2)(0)(2)(0)(1)(0)

(60)(68)

(202)(31)(62)

(106)(3)

(6)(2)(3)(2)(3)(1)(5)(4)(4)(6)(5)(2)(2)(4)(5)(3)(9)(3)(3)(2)(2)(4)(6)(3)(4)(1)

(11)(7)(3)(6)(3)(1)(8)(1)(2)(5)(3)(5)(7)(5)(5)(5)(2)(0)(1)(3)(5)(6)(3)(7)(3)


LargeMed & Sml

Child

StanthpRma

StGrgeEmld

LngrchLCCHBund

AyrQEII

PpineGymCrns

GwndiRocknGCUH

TTHRdclf

LgnMAH

IpsCktwnRdlndChvlle

WeiRBWH

WckInghm

AttnTmbaMarybBeaud

DlbyCap

ChnlaCTwrs

RobMrba

CalKroy

HBayPAH

TPCH-AdTPCH-Ch

ThIHMtIsa

BiloCab

InnsfGdstnNmbr

MkyPercentage (%)

►M

ore

favo

urab

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 Patients responding

(Don’t know)

(Other reason)



28

7.6 Amount of information about condition or treatment provided to family, carer, someone else [QNAT3]

Adult patients were asked: How much information about your condition or treatment was given to your family, carer or someone close to you?

Ranking in the graph is based on response weightings of: The right amount 100; Too much 50; Not enough 0. See Appendix G for more details of how facilities were ranked. This question was only asked of patients aged 16 years or more. Therefore the children’s hospitals/emergency departments and their peer group are not included in the graph. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results. This question was not asked in 2011.

868789

8687

96959493939393929191919090909090898989898888888888888786868785878686868686858585848484848382

787574

141311

1413

45667778999

1010101010111111111212121212121312121312131414141414151515151616161718

202525

5,2725,8091,0031,9312,875

778284

1121241611339827

14710214084

12812612317013211416614885

11811894

10213217911911260

12496

10013614713211412280

13812012012914012712913394

(80)(103)(24)(33)(46)

(1)(1)(1)(1)(0)(3)(2)(3)(1)(2)(0)(3)(2)(3)(3)(2)(5)(4)(3)(1)(2)(0)(2)(2)(2)(1)(1)(4)(5)(7)(1)(2)(2)(1)(2)(2)(1)(2)(3)(1)(4)(3)(1)(2)(2)(1)(3)(1)(2)


LargeMed & Sml

StGrgeWei

LngrchCapAyr

InghmStanthp

MrbaThIHTTHRma

MarybGwndi

RobNmbrPpine

TPCH-AdInnsf

GCUHQEII

RBWHMtIsa

RocknGdstnCTwrs

EmldRdclfPAHCrnsLgn

CktwnAttn

ChnlaDlbyMAH

CalTmba

BeaudRdlndChvlleHBayWckMkyCab

BundKroyGym

IpsBilo

Percentage (%)

►M

ore

favo

urab

le►

The right amount Too much Not enough Patients responding

(Don’t know)



29

7.7 Sufficient privacy during examination or treatment [Q38] All patients (parents/guardians of child patients) were asked: Were you (child) given enough privacy when being examined or treated?



8689

8786878989

97939392929291929192

909091

8990908990898989888889

87888988888988888787878787868686858687

8485

848485

828283

8180

119

101211

910

767778776897

108897988

10117

12108

109789

1110119

1011111113108

151113131116

141315

16

4

45

4

4

4444

8,5069,987

14,6952,1284,4977,461

609

22024930924631330128024930518427930730425930230730327631528829130530428396

26630127928030729430526930530329328930730430530430627530830538

30730630631230629446


LargeMed & Sml

Child

LngrchWei

BeaudStGrge

GymMarybMtIsa

ChvlleTPCH-Ch

CktwnDlbyTTHPAH

GwndiAttn

InnsfCap

MrbaCal

PpineInghm

RobLCCHTmbaThIH

AyrStanthp

MAHBilo

HBayRockn

IpsChnla

QEIIRdlndEmldRma

NmbrTPCH-Ad

MkyGCUH

CabCTwrsRBWHGdstnCherb

KroyWckLgn

BundRdclfCrns

JPlmrPercentage (%)

►M

ore

favo

urab

le►




30

7.8 Assistance from staff when needed [Q39] All patients (parents/guardians of child patients) were asked: If you (child) needed assistance, were you able to get a member of staff to help you within a reasonable timeframe?

Ranking in the graph is based on response weightings of: All of the time / A member of staff was with me all the time 100; Most of the time 75; Some of the time 50; Rarely 25; Never 0. See Appendix G for more details of how facilities were ranked. Comparison with previous results cannot be undertaken as the question and response categories for the 2015 survey were modified. See Appendix H for details of change. For Queensland in 2013, 73% were always able to get help from staff when needed or always had a member of staff with them. In 2011, 69% were always able to get help from staff when needed or always had a member of staff with them.

5758

546261

76757474

71686868

716666

6465

6270

6468

6364

6061

5963

6163

5962

605557

5963

5659

5654

5156

525554

5749

5256

5354

5251

375050

42

2828

302525

1920

211822

2624

22142525

2724

2918

2418

2524

2827

29202624

2525

2532292621

2924

27283628

3429

2923

353225

2929

2731

5231

2829

1010

1189

544

655

57

1364687

79

98

7879

1277149

911

1010

910

131215

99

91013

131313

12139

1613

912

1321

4

4

4

5

5

44

6

44

44

464

4

4

4

4

10,1991,6073,2264,983

383

13915511220315617719922619317821718317221715820017120118522322517819619920824118421122822720621123123119819123121823722521420622559

17724420620422135

24319628

Queensland 2015Princ Ref & Spec

LargeMed & Sml

Child

LngrchWei

CktwnStanthpStGrge

MrbaRma

InghmAyr

PpineCapDlby

TPCH-ChTTH

GwndiEmld

ChvlleCTwrs

BiloTPCH-Ad

RobMtIsa

MarybAttn

GymPAH

BeaudLCCH

QEIIGCUH

InnsfMky

RBWHCrns

RdlndMAHRdclf

CalNmbrHBay

RocknWckLgn

ThIHChnla

IpsGdstn

KroyCab

JPlmrBundTmbaCherb

Percentage (%)

►M

ore

favo

urab

le►

All of the time / A member of staff was with me all the time

Most of the time

Some of the time

Rarely

Never Patients responding



31

7.9 Conflicting information provided by staff [Q40] All patients (parents/guardians of child 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?


8182818180

8380

909090

87868587868687868686

8486868686868584

828483

8284

828382828281818080808080797879797979

78787877

6976757675

1010

1011

119

11

655

1010128

1098898

128777689

1299

127

119

10111010111111111211

101211121010131112

1026131312

6

989997

9

455

4

54566564

67788776

886

9788898889999

101010101111

91011

124

121112

19

8,4329,936

14,6012,1054,4707,420

606

1853003073042192472892703022743093052652862593032972463103033002753022803002733052472922872783053013002992813033013043062923042823033042953049546

31030630437


LargeMed & Sml

Child

CktwnStanthpBeaud

CapLngrch

WeiRma

ChnlaNmbr

CTwrsGymWckAyr

PpineGwndi

InnsfMaryb

StGrgeCal

QEIITPCH-Ad

DlbyTPCH-Ch

BiloPAHMrba

RdlndChvlleEmld

InghmMAHRdclfRobAttn

GCUHMtIsa

MkyCab

HBayRBWHRocknLCCHTmba

TTHIps

CrnsLgn

ThIHJPlmrBundKroy

GdstnCherb

Percentage (%)

►M

ore

favo

urab

le►




32

7.10 Involved as much as desired in decisions about care and treatment [Q41]

All patients (parents/guardians of child patients) were asked: Were you involved as much as you wanted to be in decisions about your (child’s) care and treatment?



7778797878

8186

928991

8787

8688

848384848483838282

808280818183

828082

80808080

78777979

7779787879

7678

7577

767777

7576

7476777675

71

1616151616

1412

696

119

137

13161312111313

12121613151414101215121515141417181615181517161418162015181616191721171616

1722

765665

5

4544

664

5455

7656556654

665656

75

75

8677675

78887

7,9439,349

13,9901,9954,2597,126

610

17430523624228925321230593

25428528627326530028529327124528229128928629128728226127229326328029428944

28029029026338

281263265284282283275284291296289298286282


LargeMed & Sml

Child

CktwnTPCH-Ch

StGrgeWei

StanthpGwndiLngrchLCCHThIH

AyrRdclfCap

PpineMrba

BeaudAttn

InnsfInghmChvlleMaryb

TTHWck

RocknGCUH

QEIIHBay

CTwrsTmbaGymDlby

NmbrCal

RdlndJPlmrCrns

RBWHRob

ChnlaCherb

TPCH-AdMAHBilo

GdstnRmaEmldMtIsa

MkyLgn

KroyCab

BundIps

PAHPercentage (%)

►M

ore

favo

urab

le►




33

7.11 How many staff introduced themselves [Q42] All patients (parents/guardians of child patients) were asked: How many of the staff treating and assessing you (child) introduced themselves?

Ranking in the graph is based on response weightings of: All of them 100; Some of them 75; Very few of them; None 0. See Appendix G for more details of how facilities were ranked.


71747578

7572

80

8488

8483

8081

7980

777979

7681

7381

797576

74747476

74757677

757675

7280

7278

74737675737271

7075

666867

7470

6859

6568

6647

212019

1819

2017

159

1314

1716

1716

201717

2113

241215

2019

21212118

21191816191818

2312

2315

191915

1517182022

142624

2515

1923

342419

2140

6554

55

4

4

655

445

44

4654444

65

47

6596776

75

57

695

56

679

4

4

4

6

4

4764

8,2689,767

14,3902,0834,4167,288

603

17924221829230130030229429730129729324427630330130228329929327529630130427730730128926729930030828429929926328126630324530024629626828726695

30439

29427129845


LargeMed & Sml

Child

CktwnWei

LngrchCrns

TPCH-ChPAH

LCCHTPCH-Ad

RobTTH

StanthpMaryb

StGrgeMAHRdclf

IpsRBWH

RmaCal

GCUHTmba

CabRdlndBeaudMtIsaGym

NmbrRockn

DlbyQEIICap

BundPpine

LgnHBay

AyrInghm

BiloMky

ChvlleGdstnGwndi

InnsfMrbaEmld

ChnlaThIHKroy

CherbAttn

CTwrsWck

JPlmrPercentage (%)

►M

ore

favo

urab

le►

All of them Some of them Very few of them None Patients responding



34

8 Tests Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who had any tests during the emergency department visit, were asked the following questions:

1. Did a member of staff explain why you (child) needed these tests in a way you could understand? [Q44]

2. Did a member of staff explain the results of the tests in a way you could understand? [Q46]

35

8.1 Reason for tests explained in understandable way [Q44] Patients (parents/guardians of child patients) who had any tests during the emergency department visit were asked: Did a member of staff explain why you (child) needed these tests in a way you could understand?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

838484848386

93

98959594929192

88899090

878789

878386868587878685

8385868586

8386

84848383838584

81828483

8183818383828080797979

1010101011

96

54

4664

12874

10116

101499

12788

10139897

136

11101212129

1116

128

10141013109

1214

12121212

765665

4

45

5

554

66654

66674

85655576

6875

868876

8889

5,5446,4078,2261,5142,9373,486

289

7512710612316213611126

20514113220820813316783

14411420721612716714915022518524192

15212820219721919420812518310815510113253

207211134168184229189207148215

(74)(55)(90)(16)(28)(43)

(3)

(1)(2)(0)(2)(1)(3)(0)(0)(0)(1)(1)(1)(3)(3)(0)(0)(2)(2)(0)(2)(4)(4)(1)(1)(1)(4)(2)(0)(2)(0)(1)(3)(1)(1)(3)(0)(4)(1)(3)(1)(0)(0)(1)(2)(1)(4)(1)(6)(4)(2)(5)(2)


LargeMed & Sml

Child

CktwnTPCH-Ch

StGrgeWei

LCCHAyr

LngrchJPlmrCrns

PpineCTwrsRBWH

HBayMrba

GdstnChnlaBeaud

DlbyLgn

NmbrRmaGymAttnWckQEII

RocknTPCH-Ad

BiloEmld

StanthpMky

BundRob

TmbaTTHCapCab

ChvlleInnsf

GwndiMtIsaThIHMAHRdclfKroy

MarybRdlndPAHCal

GCUHInghm

IpsPercentage (%)

►M

ore

favo

urab

le►


(Don’t know)



36

8.2 Test results explained in understandable way [Q46] Patients (parents/guardians of child patients) who received test results before leaving the emergency department were asked: Did a member of staff explain the results of the tests in a way you could understand?

Ranking in the graph is based on response weightings of: Yes, definitely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

858687878688

92

9796

9393949493929191

899090

889190

888890

888889888890

878888

868686858687898889

84888786

8384838685

818181807981

11121111

1210

7

46754689

71188

1278

12128

11111012118

121110141413151211787

1679

111613151010161717171812

444

54

45

6

3,9744,6775,8861,1082,1662,375

237

8095

1411029074

13714487

1468588

10630

17510087

15892

14215315613687

10485

1601885145

1399070

157119115667279

13711517214014415120

1191668390

160143

(15)(11)(23)

(6)(10)

(7)(0)

(0)(1)(1)(0)(0)(1)(0)(0)(0)(0)(0)(0)(1)(0)(0)(0)(0)(1)(1)(2)(1)(1)(2)(1)(0)(0)(1)(0)(0)(0)(1)(0)(0)(1)(1)(0)(0)(0)(0)(1)(0)(1)(0)(0)(1)(0)(0)(1)(0)(0)(1)(1)


LargeMed & Sml

Child

StGrgeInghmRockn

InnsfWei

LngrchLCCH

CrnsDlby

BundStanthp

KroyBeaud

ThIHTPCH-AdTPCH-Ch

WckRdclfPpine

GCUHNmbrTTHCab

MrbaAttn

CTwrsMAHQEII

CktwnChnla

CalAyrBiloRobGym

MarybGwndiChvlle

CapRdlndEmld

RBWHHBay

IpsMky

JPlmrGdstn

PAHRma

MtIsaLgn

TmbaPercentage (%)

►M

ore

favo

urab

le►


(Don’t know)



37

9 Pain Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:

1. Were you (child) ever in any pain while in the emergency department? [Q47]

2. Do you think the emergency department staff did everything they could to help manage your (child’s) pain? [Q50]

38

9.1 In pain [Q47] All patients (parents/guardians of child patients) were asked: Were you (child) ever in any pain while in the emergency department?

6565

596062

5749

5359

576563

5962

5766

6161

6560

5764

5765

62616058

63

5660

5356

6152

4853

6056

505554

6648

6051

6049

624951

6358

4354

585757

4948

3535

414038

4351

4741

433537

4138

4334

3939

3540

4336

4335

38394042

37

4440

4744

3948

5247

4044

504546

3452

4049

4051

385149

3742

5746

424343

5152

8,4959,991

14,6072,1234,4667,418

600

293302307306308305302

311304305304304303298279277300303304302291281

30226530727831330424527337

26718528029130425631029030245

30821827128729024530092

305248

302298


LargeMed & Sml

Child

CrnsGCUHNmbrPAH

RBWHTPCH-Ad

TTH

BundCab

HBayIps

LgnMky


RdlndRob

RocknTmba

AttnAyr

BeaudBiloCal


DlbyEmld

GdstnGwndi

GymInghm

InnsfJPlmrKroy

LngrchMrbaPpineRma

StGrgeStanthp

ThIHWckWei

LCCHTPCH-Ch

Percentage (%)

Faci

litie

s or

dere

d by

pee

r gro

upYes No Patients

respondingState and peer groups


Large Hospitals



39

9.2 Everything possible done to manage pain [Q50] Patients (parents/guardians of child patients) who were in pain while in the emergency department were asked: Do you think the emergency department staff did everything they could to help manage your (child’s) pain?

Ranking in the graph is based on response weightings of: Yes, definitely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. This question was modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change.


7874

7375

717274

8483

80808079

7775

79767776

72767777

747576757476

7371737374

7274

7172727273

69697172

7071717069

6772

676665666566

6466

1415

1716

1816

15

1110

1312

11101619111513152314131318151315

161217211818151714191716171520201714181617171822

12202021192220

1914

810109

101211

57789

1086

109

109

5101010

89

111010

12989

101110

1210111212131011

1214121313131211

17131413141314

1720

5,4756,2368,3531,2492,6954,119

290

14094

17117015811313919814918618516219115510714019519716917316917917518822

15915516053

11817412418115117418619922

184164176184185186165153158182149175149190172


LargeMed & Sml

Child

WeiCktwnNmbrRmaCrns

LngrchTPCH-Ch

QEIIInghmRdclfTTH

StanthpRBWH

CapStGrge

MrbaPAHCab

MarybTPCH-Ad

RocknInnsfRobLgn

CherbDlbyAyr

EmldThIH

ChvlleTmbaGwndiPpineLCCHMAHHBayGdstnJPlmr

MkyBeaudGCUH

GymIpsCalAttn

MtIsaBilo

RdlndChnlaBund

CTwrsKroyWck

Percentage (%)

►M

ore

favo

urab

le►




40

10 Environment and facilities Violence and aggression in emergency departments can be a problem. Aggressive behaviour is likely to have an impact on patients, family, carers, and staff.


1. In your opinion, how clean was the emergency department? [Q51]

2. How clean were the toilets that you used while in the emergency department? [Q52]

3. Were you able to get suitable food or drinks (for child) when you were in the emergency department? [Q53]

4. While you were in the emergency department, did you feel bothered or threatened by other patients or visitors? [Q54]

41

10.1 Cleanliness of emergency department [Q51] All patients (parents/guardians of child patients) were asked: In your opinion, how clean was the emergency department?

Ranking in the graph is based on response weightings of: Very clean 100; Fairly clean 75; Not very clean 25; Not at all clean 0. See Appendix G for more details of how facilities were ranked.


74767880

7680

85

9393

908890

888888

8586888787

8585

83848483

8184

8282

7983

78798080

767778

8278

7578

757575767576

737374

72707372

656969

62

2322

2019

2218

14

76

10129

111212

1513111312

151517151515

18141617

2114

21201818

242221

1620

2519

242423222221

26252325282424

332726

3344

8,2839,778

14,4852,0834,4087,386

608

21930427724930130428730418226524627625528729927428630630130530130129724829830429230246

30728927039

30130129729327428929829930727727329827729929929293

298300299


LargeMed & Sml

Child

LngrchCapBiloWei

QEIILCCHPpineInnsf

CktwnAyr

StGrgeDlby

GwndiRma

StanthpCTwrsInghmBeaud

TPCH-AdCal

TTHPAH

GCUHChvlle

MkyTPCH-Ch

EmldLgn

JPlmrGym

RocknChnlaCherb

WckRBWHMarybNmbrMrbaCrnsRdclfRob

BundTmbaMAHAttn

MtIsaKroy

RdlndHBayThIH

GdstnIps

CabPercentage (%)

►M

ore

favo

urab

le►

Very clean Fairly clean Not very clean Not at all clean Patients responding



42

10.2 Cleanliness of toilets [Q52] All patients (parents/guardians of child patients) were asked: How clean were the toilets that you used while in the emergency department?

Ranking in the graph is based on response weightings of: Very clean 100; Fairly clean 75; Not very clean 25; Not at all clean 0. See Appendix G for more details of how facilities were ranked.

6869717069

7677

938988

8288

828585

8379

788585

7979

7578

7679

7671

747173

8174

82737476

7070

7675

6969

7563

6671

6970

636565

6067

6464646363

61

2624

2324

242121

79

1118

9181312

142022

1111

1919

2319

2116

202722

2725

1421

11232319

2827

1819

2627

163328212422

322928

3626

2927

252727

26

44445

44

44

5

64

475

4

55

5688

77

4

46

4,1034,5837,5091,2262,3333,584

366

11811314177

1351321321541441141661071311181281091771601472001531401571811172429

17214416616415314215545

190167173158174151164178171160158131151141160162150125


LargeMed & Sml

Child

BiloLngrch

WeiCktwn

DlbyRma

StanthpQEII

InghmChnla

TPCH-ChGwndi

CapStGrge

AyrChvlleGCUHPpine

BeaudLCCH

GymWckRobPAH

CTwrsCherbJPlmrMAHMrbaInnsfEmld

CalMky

RocknThIHCrnsTTH

NmbrBund

LgnAttn

HBayTPCH-Ad

IpsRdlnd

CabMaryb

KroyGdstn

RBWHRdclfTmbaMtIsa

Percentage (%)

►M

ore

favo

urab

le►

Very clean Fairly clean Not very clean Not at all clean Patients responding



43

10.3 Availability of food and drink [Q53] All patients (parents/guardians of child patients) were asked: Were you able to get suitable food or drinks (for child) when you were in the emergency department?

Ranking in the graph is based on response weightings of: Yes 100; No 0. See Appendix G for more details of how facilities were ranked. This question was not asked in 2011.


77727374

6968

8181808080797979787777777777777675757574747474737373727272727271717070707070696968686766666564646261

6059

56

23282726

3132

1919202020212121222323232323232425252526262626272727282828282829293030303030313132323334343536363839

4041

44

3,8386,283

9791,9613,034

309

12576

12213513913934

1331057122

12312013212613556

11314697

10010314213413416613314313813096

13213210412714513511039

128113120153118126167103124139117137122124

(70)(164)(29)(52)(77)

(6)

(5)(2)(5)(3)(3)(3)(0)(1)(3)(2)(0)(2)(6)(1)(4)(3)(3)(4)(2)(2)(2)(3)(3)(6)(3)(2)(3)(4)(5)(2)(4)(7)(6)(4)(4)(1)(5)(5)(1)(4)(3)(3)(3)(3)(2)(3)(0)(5)(4)(3)(1)(3)(3)


LargeMed & Sml

Child

RobStGrge

TmbaQEII

MarybCrns

JPlmrDlby

InghmLngrchCherb

StanthpRmaGym

RocknRdlndCktwnChnla

LgnWeiAyr

CapTPCH-ChTPCH-Ad

MkyPAHEmldNmbr

CabRBWH

BiloTTH

HBayGwndiRdclfBund

GCUHMrbaThIHInnsfMAH

PpineCal

MtIsaIps

LCCHChvlleCTwrs

AttnBeaud

KroyWck

GdstnPercentage (%)

►M

ore

favo

urab

le►


(Don’t know)



44

10.4 Patients feeling bothered or threatened by patients/visitors [Q54] All patients (parents/guardians of child patients) were asked: While you were in the emergency department, did you feel bothered or threatened by other patients or visitors?


919392

9091

9694

100999998989897989797979696979696979697

9596959596959595939593949394

939294

929193

9092

9091

909091909089899088

85

656

76

4

4

4

5444

46

556

57

684868698576887

89

45

8,52210,01114,727

2,1324,5057,479

611

4622024930918528724929125928129096

30224630627126828027639

306295304312301305277309314304307306304307309306305307312306305281306294306279306304285305305295310


LargeMed & Sml

Child

JPlmrLngrch

WeiBeaudCktwnPpineChvlleInghmGwndi

BiloRmaThIH

StanthpStGrgeGdstnChnla

AyrDlby

CTwrsCherbLCCHEmldCapGym

MarybQEIIMrbaKroyCal

TPCH-AdWckLgnAttn

InnsfHBay

MkyRdlndNmbrBundRdclf

TPCH-ChMtIsaTTH

RocknCab

MAHPAH

GCUHTmba

RobIps

CrnsRBWH

Percentage (%)

►M

ore

favo

urab

le►




45

11 Leaving the emergency department - delays Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who were discharged from the emergency department, were asked whether or not they were delayed for each of the following reasons:

1. Equipment or aids, such as crutches

2. Medications

3. Someone to discharge (you / your child), e.g. the doctor

4. Test results

5. Letter for (your / your child’s) doctor

6. An ambulance or hospital transport

7. Services after leaving hospital to be arranged, e.g. social services/follow up

8. Something else (please specify)

These questions were then combined into the following measures for reporting:

1. Patients delayed leaving the emergency department [Q61a]

2. Reasons for delay in leaving the emergency department [Q61b]

The way these questions were asked in 2015 and 2013 differs from the 2011 survey and results are not comparable. Therefore the 2011 results are not presented in the graphs.

Note that questions in this topic were not asked of respondents who were admitted to a ward or transferred to another hospital.

46

11.1 Patients delayed leaving the emergency department [Q61a] Patients (parents/guardians of child patients) who were discharged from the emergency department were asked whether they were delayed for any reason once their medical care was finished and they were ready to leave the emergency department.

Ranking in the graph is based on response weightings of: Not delayed 100; Delayed 0. See Appendix G for more details of how facilities were ranked.

6664

5662

7468

8482

8079797979787777767575757474747474747373737272717170696968686868676666656463

61616059

58555554545353

4946

3436

4438

2632

1618

2021212121222323242525252626262626262727272828292930313132323232333434353637

39394041

42454546464747

5154

7,40710,618

1,3393,2035,580

496

21321121113722022016119918921722122524023123126121722719519623317423718019621421

21522532

21425119424518823122725021219720721520620420121017967

151186228197209


LargeMed & Sml

Child

StanthpMrba

StGrgeCktwnChnlaPpine

LngrchGwndi

AyrCTwrs

BiloEmldCapGymWck

BeaudDlbyRmaAttnWei

MarybInghm

KroyChvlleHBay

MkyCherbInnsf

GdstnJPlmr

CabTPCH-Ch

IpsLCCHTmbaRdlndBundMtIsaTTHRobCal

RocknMAH

RBWHRdclf

TPCH-AdNmbrThIHPAH

GCUHQEIICrnsLgn

Percentage (%)

►M

ore

favo

urab

le►

Not delayed Delayed Patients responding



47

11.2 Reasons for delay in leaving the emergency department [Q61b] Patients (parents/guardians of child patients) who were delayed leaving the emergency department once their medical care was finished gave the reason/s for the delay.

The following responses were received.

This graph shows the patients who reported each reason for delay, as a percentage of patients who reported any delay. Since each patient was able to report more than one reason for their delay, percentages may not add up to 100%. Percentages in this graph are based on responses from 578 patients for Principal Referral and Specialised Hospitals peer group, 1,143 patients for Large Hospitals peer group, 1,397 patients for Medium and Small Hospitals peer group, 165 patients for Children’s Hospitals/Emergency Departments peer group and 3,283 patients for Queensland.

6

2

6

13

21

24

37

54

6

1

3

10

18

23

40

69

6

3

7

16

29

19

26

47

6

2

6

11

20

25

37

53

6

3

7

14

19

27

43

56

0 5 10 15 20 25 30 35 40 45 50 55 60 65 70 75

Something else

An ambulanceor hospitaltransport

Equipment oraids

Services afterleaving hospitalto be arranged

Medications

Test results

Letter for(their / their

child’s) doctor

Someone todischarge (them

/ their child)

Percentage (%)

Princ Ref & Spec Large Med & Sml Child Queensland

48

12 Leaving the emergency department - medications Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who were prescribed new medications before leaving the emergency department, were asked the following questions:

1. Did a member of staff explain to you how to take (child should take) the new medications? [Q65]

2. Did a member of staff explain the purpose of the medications you were (child was) to take at home in a way you could understand? [Q66]

3. Did a member of staff tell you about medication side effects to watch for? [Q67]


49

12.1 How to take new medications explained [Q65] Patients (parents/guardians of child patients) who were prescribed new medications before leaving the emergency department were asked: Did a member of staff explain to you how to take (child should take) the new medications?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0; Did not need an explanation 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

8281

797877

8285

92939392

909091

848786

8083848484

818483

81808281

8081818184

7380

7780

7579

7773

807877

7574

7972

7872

7676

7171

6767

76

888

76

64

76

12

41510676

9

58

10569655

215

115

155

1016

66

1012

13

11

117

1311

45

556

45

6

10

6

4

5

696

456

5

69

76

777

167

812

5

49

126

788

10875

444

7

5

6667

1210

677

45

988

114

1366

9978

169

108

14

814

616

221413

915

1,7811,6962,185

272625

1,21969

4841435164392749302532544449516050464845343249454831323841483651434147545231704042454436373746373340

(12)(15)

(9)(0)(3)(6)(0)

(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(1)(1)(0)(0)(0)(0)(0)(0)(0)(1)(0)(0)(0)(0)(0)(0)(0)(0)(0)(1)(0)(0)(0)(0)(0)(1)(1)(0)(0)(0)(1)(0)(0)(2)(0)


LargeMed & Sml

Child

LngrchEmld

AyrStGrge

WeiCktwnTmbaRma

InghmTPCH-Ch

AttnGym

LCCHCrnsBund

CTwrsStanthp

GdstnChvlle

CapHBay

IpsRBWHBeaud

InnsfTTH

NmbrRobDlby

RdlndChnlaMrbaMkyBilo

QEIIPpineGwndi

PAHMtIsa

TPCH-AdMAHKroyWckLgn

RdclfRocknMaryb

CabCal

GCUHPercentage (%)

►M

ore

favo

urab

le►

Yes, completely Yes, to some extent No I did not need an explanation Patients responding

(Don’t know)



50

12.2 Purpose of new medications explained [Q66] Patients (parents/guardians of child patients) who were prescribed new medications before leaving the emergency department were asked: Did a member of staff explain the purpose of the medications you were (child was) to take at home in a way you could understand?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0; Did not need an explanation 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

8385

83808284

92

969697

93939292949393

8984

90868689

828487

848485

8285848382

8679

848483

80808081

788180

7875

7974

7871

7576

7467

75

76

810

87

4

77

65

8164

98

148

976

105689

14445

109

85

10649

145

15

167

821

4

4

4

4

47

5

74

57

4

4

44

11

410

13

7666

77

7

6

68

510

86566

96

96

125

86776

111111

137

157

1610

71715

9

1,7851,7052,187

272624

1,22269

5164343241484944435453382770405125453049325161433648365245393231484646484741465049384131364335444035

(8)(6)(7)(0)(4)(3)(0)

(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(1)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(0)(1)(0)(0)(0)(1)(0)(0)(1)(0)(0)(0)(0)(1)(0)(2)(0)(0)(0)


LargeMed & Sml

Child

StanthpWei

HBayAttn

EmldLngrch

CrnsLCCH

AyrPpineGymRob

TmbaMtIsa

TPCH-AdStGrge

TPCH-ChBeaudInghm

RmaNmbrBund

CTwrsMkyLgn

RdlndChnlaGwndi

CapCktwn

IpsTTHInnsf

GdstnMarybChvlle

QEIIDlbyKroyMrba

RBWHRockn

BiloPAHCab

MAHRdclfWck

GCUHCal

Percentage (%)

►M

ore

favo

urab

le►

Yes, completely Yes, to some extent No I did not need an explanation Patients responding

(Don’t know)



51

12.3 Told about side effects of new medications [Q67] Patients (parents/guardians of child patients) who were prescribed new medications before leaving the emergency department were asked: Did a member of staff tell you about medication side effects to watch for?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0; Did not need this type of information 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.

4450

4649

4347

52

616060

5258

4752

495655

5353

5054

52525352

474949

4845

4948

4544

404647

4444

4141

38393940

4440

443638

363738

3535

3132

98

1111

129

18

99

6206

271521579

1012

6746

15109

121579

9111865

11101415201616136

12

15101495

98

116

262123

2326

2018

1314

1416

1414

1715

1714

2715

2226

202126

2130

1516

2118

2512

521

2233

2522

2125

1724

2627

282218

2631

2237

2535

283335

36

21212017

2024

12

1616

2012

2113

1615

2225

1122

1516

2220

1721

72626

202119

3141

2419

142323

2519

2718191819

293028

1830

1329

2129

2423

25

1,7541,6662,140

267609

1,19965

3063434341314747484122513727363148434249344961395453364650454844354347383251313246704837373643393235

(39)(45)(54)

(5)(19)(26)

(4)

(0)(1)(0)(1)(0)(0)(1)(1)(1)(0)(3)(0)(3)(0)(0)(0)(1)(2)(1)(2)(3)(0)(0)(1)(0)(1)(1)(0)(1)(1)(0)(0)(1)(2)(1)(1)(0)(0)(1)(2)(6)(0)(1)(6)(1)(2)(3)(2)(0)(0)


LargeMed & Sml

Child

InghmWeiAyr

LCCHDlbyPAH

LngrchQEIIRmaEmld

TPCH-ChStanthpGCUHTmbaChnla

TTHRBWHBeaud

MkyStGrge

RdclfCrns

CTwrsTPCH-Ad

GymPpine

CabMarybBund

GdstnRdlnd

WckLgnCap

ChvlleCktwnNmbrMrbaAttn

HBayGwndiMtIsaInnsfMAH

RocknRobKroyBiloIpsCal

Percentage (%)

►M

ore

favo

urab

le►

Yes, completely

Yes, to some extent

No

I did not need this type of information Patients responding

(Don’t know)



52

13 Leaving the emergency department - information Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who were discharged from the emergency department, were asked the following questions:

1. Were you given enough information about how to manage your (child’s) care at home? [QNAT4]

2. Before you left the emergency department, were you given any written or printed information about your (child’s) condition or treatment? (excluding letter for doctor) [Q68]

3. Did a member of staff tell you when you (child) could resume your (his/her) usual activities? [Q69]

4. Did a member of staff tell you about what danger signs regarding your (child’s) illness or treatment to watch for after you (child) went home? [Q71]

5. Did hospital staff tell you who to contact if you were worried about your (child’s) condition or treatment after you (child) left the emergency department? [Q72]


53

13.1 Given enough information about how to manage care at home [QNAT4]

Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Were you given enough information about how to manage your (child’s) care at home?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results. This question was not asked in 2011.

7273

7172

7680

84858482

81848382

8077797980

7878

757877

7575747778

7277

747477

74747474

727375

717373

717372

6869

726869

6670

68666564

1716

1817

1514

13101113168

101014191514111415181213161718131121121818121617161620181221161518

1314

2119122017211519

2120

20

11101111

96

555

77764

67

9876

1010

888

1012

711

88

1199

1010

810

138

111211

14131112

16121312

151414

1516

5,9228,8901,1122,7034,630

445

21913217418517515916818918014418717218622617219117616910816818150

21514117716718326

188151176176210160179170179182208195169115183197174200150166188201169165

(25)(35)

(3)(7)

(22)(3)

(1)(0)(0)(1)(2)(0)(0)(1)(0)(0)(0)(1)(0)(2)(0)(1)(0)(1)(0)(1)(1)(2)(0)(3)(0)(0)(0)(0)(0)(1)(0)(2)(0)(0)(4)(1)(0)(1)(1)(2)(0)(0)(2)(1)(0)(0)(0)(0)(0)(1)(1)(1)


LargeMed & Sml

Child

TPCH-ChLngrch

WeiStanthpStGrge

AyrGwndi

CapDlby

ChvlleRmaMrbaPpineLCCH

RobMarybCTwrs

RdclfCktwn

CrnsEmldThIH

BeaudInghmRockn

AttnMky

JPlmrQEII

TmbaLgn

RBWHMtIsa

GCUHInnsf

CalChnla

WckKroyGymTTHPAHBilo

BundTPCH-Ad

GdstnNmbrHBay

CabRdlnd

IpsMAH

Percentage (%)

►M

ore

favo

urab

le►


(Don’t know)



54

13.2 Given written/printed information about condition or treatment [Q68]

Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Before you left the emergency department, were you given any written or printed information about your (child’s) condition or treatment? (excluding letter for doctor)

Ranking in the graph is based on response weightings of: Yes 100; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


343738

4236

3061

635858

524746454544

4241403939

3736353535343434343333313131313030302928282828282727272726262525

222222201918

666362

5864

7039

374242

485354555556

5859606161

6364656565666666666767696969697070707172727272727373737374747575

787878808182

4,2493,9626,500

8512,0993,224

326

16815816512713212912313197

11012314614414236

12813713620

12313611111582

14612416312310510013915615313315413913613610912998

12313814511713213612010514010367

(106)(97)

(158)(27)(62)(60)

(9)

(4)(5)

(10)(5)

(13)(6)(3)(1)(2)(3)(8)(5)(4)(1)(1)(0)(1)(1)(0)(0)(3)(2)(2)(0)(3)(2)(2)(3)(1)(1)(2)(4)(2)(6)(1)(1)(4)(6)(5)(3)(2)(3)(3)(3)(4)(1)(1)(3)(6)(4)(0)(1)


LargeMed & Sml

Child

LCCHTPCH-Ch

QEIIRobLgn

GCUHCrns

StanthpPAH

NmbrRBWH

TPCH-AdCal

RdclfThIH

GdstnIps

RmaJPlmr

TTHMkyWei

MrbaLngrch

MAHCTwrsRdlndTmbaInghm

AyrCapKroy

BeaudCab

MtIsaBilo

RocknGymAttn

PpineChvlleGwndiEmldBundChnla

DlbyWck

HBayInnsf

MarybStGrgeCktwn

Percentage (%)

►M

ore

favo

urab

le►


(Don’t know)



55

13.3 Advised when to resume usual activities [Q69] Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Did a member of staff tell you when you (child) could resume your (his/her) usual activities?

Ranking in the graph is based on response weightings of: Yes, definitely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


5761605958

6273

787674

6769

6567

7168

6367

636565

64646564

626261616263

566160606263

605958

6156565857

6058

5653

5654565657

55545456

52

10111214

1211

11

89

8161119144

10168

14109

111199

13121413

117

2011131387

1113137

1716

10125

101318121510119

1113

116

13

33282827

3027

16

1316

1817

2016

19242221

2523

25262525272725262526

2830

23282727

3030282928

322828

3231

35333129

3231

3333

343433

3539

35

4,2234,3596,351

8152,0033,203

330

11717510515513611212725

11691

1511111361278069

10112711513416338

12614512912013813113214413312213188

13513113311111299

118123110148140128136146140120137126

(66)(41)(79)(15)(19)(39)

(6)

(1)(1)(2)(5)(0)(2)(2)(0)(1)(0)(4)(2)(0)(4)(1)(0)(1)(0)(1)(1)(1)(0)(3)(0)(1)(3)(4)(1)(2)(0)(1)(2)(1)(2)(2)(2)(2)(0)(1)(1)(1)(6)(1)(2)(2)(0)(1)(0)(2)(4)(1)(2)


LargeMed & Sml

Child

WeiLCCH

StanthpTPCH-Ch

RmaAyr

MrbaJPlmr

StGrgeLngrchBeaud

AttnRdclfTTHPAH

CktwnGwndi

DlbyCrns

RocknMtIsaThIHRobQEII

RBWHCTwrs

EmldPpine

CapGdstnChnlaMarybGCUHInghmRdlnd

MkyMAH

TmbaInnsf

ChvlleHBay

TPCH-AdNmbrKroyGymBiloWck

BundLgnCal

CabIps

Percentage (%)

►M

ore

favo

urab

le►


(Don’t know)



56

13.4 Advised about danger signs of illness/treatment [Q71] Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Did a member of staff tell you about what danger signs regarding your (child’s) illness or treatment to watch for after you (child) went home?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results.


5661

6464

6266

76

80777880

7572716970716969696769

6563

666765656566

6465646464656464

6266

606364

61616263

585656595857

53575659

5556

1515

1415

1313

13

111412

513

12131613111312

12149

19201312141513121613141415111312177

18129

1414121019

211914

14152413161016

12

29252221

2521

11

89

1015

1216161516

1818192019

211617

21212120222220

22222221

24232421

2622

252724252628

232324

272828

242928

3228

32

4,6064,9037,689

9712,3533,962

403

20113314220

20214414414315117016115116511014615788

14516320018215814415712915415015613814212615717712615914815816116615815011312714416217050

167161142152157

(77)(68)(88)(16)(24)(40)

(8)

(5)(2)(0)(0)(3)(2)(2)(2)(1)(2)(3)(2)(2)(0)(1)(3)(1)(0)(2)(0)(0)(2)(1)(1)(1)(4)(2)(1)(2)(0)(3)(1)(0)(1)(1)(1)(1)(0)(1)(4)(3)(2)(3)(7)(4)(3)(0)(0)(3)(1)(0)(2)


LargeMed & Sml

Child

TPCH-ChAyrWei

JPlmrLCCH

StanthpMrba

GCUHStGrge

CapRmaRobQEII

LngrchTTHDlby

CktwnGwndiGdstnBeaudMtIsaInnsfRdclf

ChnlaAttnCal

CTwrsRBWHTmbaCrns

InghmRockn

GymChvlle

LgnPpine

MkyBiloWck

RdlndEmldPAH

NmbrTPCH-Ad

MarybKroyThIHCab

BundHBay

IpsMAH

Percentage (%)

►M

ore

favo

urab

le►


(Don’t know)



57

13.5 Advised who to contact if concerned about condition/treatment [Q72]

Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Did hospital staff tell you who to contact if you were worried about your (child’s) condition or treatment after you (child) left the emergency department?

Ranking in the graph is based on response weightings of: Yes 100; No 0. See Appendix G for more details of how facilities were ranked.


7372

767676

7485

888786

838382

81808079797978787877777777777676767575757574747474747474737373737373737372727271706969696867

64

2728

242424

2615

121314

171718

19202021212122222223232323232424242525252526262626262626272727272727272728282829303131313233

36

6,1917,234

10,4311,3003,1595,489

483

24567

19623818925820620922519322121119317521624820215518321820520118719819221318122822417121421021523419823619519921519122822

14523021331

224210135208220218192

(203)(171)(259)(51)(74)

(121)(13)

(6)(0)(2)(7)(1)(3)(6)(2)(9)(4)(7)(4)(4)(5)

(10)(3)(7)(7)(4)(5)(7)(2)(3)

(11)(4)(2)(1)(5)(9)(5)(3)(8)(5)(7)(2)(2)(5)

(12)(3)

(16)(2)(0)(8)(5)(4)(1)(8)(5)(2)(4)(5)(3)(4)


LargeMed & Sml

Child

TPCH-ChThIHWei

LCCHAyr

BeaudTTH

StGrgeQEIIRobRma

RocknHBayNmbrGdstnMtIsa

LgnLngrchGCUHPpine

TPCH-AdRdclfTmbaMAH

IpsStanthp

ChvlleGym

RdlndInghm

MkyDlby

ChnlaCap

GwndiKroyCrns

CalCTwrsRBWH

BundCherb

PAHMaryb

CabJPlmr

WckInnsf

CktwnMrbaEmld

BiloAttn

Percentage (%)

►M

ore

favo

urab

le►


(Don’t know)



58

14 Leaving the emergency department - coordination of follow-up services

Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, who were discharged from the emergency department, were asked:

1. Were adequate arrangements made by the hospital for any services you (child) needed? [QNAT5]

Note that the question in this topic was not asked of respondents who were admitted to a ward or transferred to another hospital.

59

14.1 Arrangements for services [QNAT5] Patients (parents/guardians of child patients) who were discharged from the emergency department were asked: Were adequate arrangements made by the hospital for any services you (child) needed?

Ranking in the graph is based on response weightings of: Yes, completely 100; Yes, to some extent 50; No 0. See Appendix G for more details of how facilities were ranked. Results for facilities with fewer than 20 responses to this question are not displayed in the bottom section of the graph, but have been included in the calculation of overall Queensland and peer group results. This question was not asked in 2011.


605254

4955

63

757474

716364

6264

5961

5960

6559

56585958

53585756

5559

5156

5155

5149

474849

5346

5251

45484748

4649

4741

4542

4041

32

1316

1618

1413

119

79

1610147

171317

154

1621

16131524131516

187

2312221419

222521

1910

23101223

161813189

1119

10151815

16

273130

3332

24

1417

182020

2524

2823

2624

2631

2523

262827

2328282828

3326

3227

31292928

3033

3731

3837

313636

3836

414139

454342

4451

1,8492,960

412975

1,472101

4352445456256755705954623754525958596359655070444563615971565557566668564679695460606772647374676749


LargeMed & Sml

Child

TPCH-ChStanthp

WeiStGrgeChvlleCktwn

AyrBilo

QEIIRma

PpineRdclf

LngrchGCUHChnlaPAH

LCCHRBWH

LgnEmldDlby

InghmTPCH-Ad

GwndiMrbaMkyRob

TmbaMtIsa

AttnCTwrs

TTHCap

GdstnIpsCal

NmbrMAH

BeaudInnsfWck

MarybCrns

RdlndRockn

GymKroyBundCab

HBayPercentage (%)

►M

ore

favo

urab

le►




60

15 Leaving the emergency department - destination Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked:

1. Where did you (child) go at the end of your (child’s) time in the emergency department? [Q3]

61

15.1 Destination after leaving the emergency department [Q3] All patients (parents/guardians of child patients) were asked: Where did you (child) go at the end of your (child’s) time in the emergency department?

262525

3325

1916

3138

3246

2926

29

2224

3133

2926

1022

820

3119

3223

28

3023

917

1012

2218

3811

1819

1621

1714

272524

202120

1720

122525

2016

1715

44

7

8

45

5

11

4

4

56

64

2310

44

57

6

65

511

1047

45

45

44

727171

6472

7481

676059

5168

7168

7472

6264

6972

7875

9078

6677

6474

68

6571

8479

6778

7478

5781

757777

747774

637169

767775

7779

867170

7780

8083

8,51010,00114,673

2,1274,4917,445

610

293303307305310304305

310305309303306305301279280302307305304293282

30226730827931430124727239

27118528029530625731328930746

30822027328328924430095

306249

305305


LargeMed & Sml

Child

CrnsGCUHNmbrPAH

RBWHTPCH-Ad

TTH

BundCab

HBayIps

LgnMky


RdlndRob

RocknTmba

AttnAyr

BeaudBiloCal


DlbyEmld

GdstnGwndi

GymInghm

InnsfJPlmrKroy

LngrchMrbaPpineRma

StGrgeStanthp

ThIHWckWei

LCCHTPCH-Ch

Percentage (%)

Faci

litie

s or

dere

d by

pee

r gro

up

Admitted to a ward in the same hospital

Transferred to a different hospital

Went home

Went to stay with a friend or relative

Other Patients responding



Large Hospitals



62

16 Complaints Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked:

1. While you were in the emergency department, were you told or did you see a poster or brochure on how to [give feedback about the care you (your child) received]? [Q79c]

63

16.1 Information on how to provide feedback [Q79c] All patients (parents/guardians of child patients) were asked: While you were in the emergency department, were you told or did you see a poster or brochure on how to [give feedback about the care you (your child) received]?

Ranking in the graph is based on response weightings of: Yes 100; No 0. See Appendix G for more details of how facilities were ranked. This question was modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change. This question was not asked in 2011.


1526

232730

24

43414140404039

373635343434333332323131313030302828282828282828282726262524242423232323222221212120201918

15

8574

777370

76

57595960606061

636465666666676768686969697070707272727272727272727374747576767677777777787879797980808182

85

9,38312,604

1,8243,8426,440

498

20815725226642

26336

27426623525325026323726925023525924422382

265251260247219188257235251238257271264258270234249227259260264261261268260252257251248249258251

(629)(2,126)

(310)(665)

(1,039)(112)

(38)(28)(29)(41)

(4)(43)

(3)(32)(36)(45)(23)(45)(50)(32)(40)(54)(46)(34)(46)(26)(14)(42)(50)(45)(38)(30)(32)(49)(36)(54)(38)(52)(36)(42)(46)(37)(46)(39)(32)(47)(54)(48)(45)(48)(27)(50)(39)(48)(52)(58)(57)(47)(53)


LargeMed & Sml

Child

StGrgeCktwnMtIsaRdclfJPlmr

CabCherb

WckStanthp

DlbyCTwrs

EmldGym

AyrKroy

TPCH-ChBilo

RocknRmaWei

ThIHNmbr

MarybQEII

TmbaChvlle

LngrchGdstnChnla

TPCH-AdMrbaHBayInnsfMkyAttnTTHMAH

PpineGwndi

PAHCal

BundIps

BeaudCrns

RBWHInghmRdlnd

CapLCCH

LgnRob

GCUHPercentage (%)

►M

ore

favo

urab

le►


(Don’t know)



64

Results summary Appendix AA summary of results for Queensland for 2015, with comparison to previous years is presented below. Table 1: Summary of results and comparisons - Percentage of favourable responses

Measure Question Page 2011 2013 2015 2015 vs 2011 2015 vs 2013

% fav % fav % fav

Rating of care received1 QS3 6 - - 85% - - Patient recall of triage process Q9a 9 73% 77% 78% ▲ Sufficient privacy at triage Q9b 10 75% 75% 71% ▼ ▼ Courtesy of emergency department receptionist Q10 11 92% 92% 92% Told expected wait time to be examined Q15 14 15% 21% 21% ▲ Told reason for wait to be examined Q17 15 27% 28% 30% ▲ Patients ever worried they had been forgotten Q22 16 84% 86% 85% Condition and treatment explained in a way patients understood1 Q25 18 76% 77% 82% ▲ ▲ Doctors and nurses listened to patients Q26 19 84% 84% 82% ▼ Healthcare professional discussed patients’ worries/fears about condition or treatment1 Q28 20 51% 52% 51% Confidence and trust in doctors and nurses Q29 21 90% 90% 90% Doctors and nurses talked in front of patients as if not there Q31 22 82% 82% 81% Treated with respect and dignity QS2 24 88% 88% 88% Treated with kindness and understanding3 QS7 25 - 86% 86% - Amount of information about condition or treatment provided1 Q33 26 80% 83% 88% ▲ ▲ Understandable answers to patients’ questions Q35 27 77% 79% 78% Reasons patient did not ask questions about care and treatment Q36 28 98% 97% 98% Amount of information about condition or treatment provided to family, carer, someone else3 QNAT3 29 - 86% 87% - Sufficient privacy during examination or treatment Q38 30 86% 89% 87% ▼

▲ The overall result for all participating facilities in 2015 was statistically significantly more favourable than the result it was compared with. ▼ The overall result for all participating facilities in 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. - Comparison with previous results is not possible. 1 This question or the patient population surveyed for this question was modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change. 3 This question was not asked in 2011.

65

Table 1 continued

Measure Question Page 2011 2013 2015 2015 vs 2011 2015 vs 2013

% fav % fav % fav

Assistance from staff when needed1 Q39 31 - - 85% - - Conflicting information provided by staff Q40 32 81% 82% 81% Involved as much as desired in decisions about care and treatment Q41 33 77% 78% 79% ▲ How many staff introduced themselves Q42 34 92% 94% 94% ▲ Reason for tests explained in understandable way Q44 36 83% 84% 84% Test results explained in understandable way Q46 37 85% 86% 87% Everything possible done to manage pain1 Q50 40 78% 74% 73% ▼ Cleanliness of emergency department Q51 42 97% 98% 98% ▲ Cleanliness of toilets Q52 43 94% 93% 95% Availability of food and drink3 Q53 44 - 77% 72% - ▼ Patients feeling bothered or threatened by patients/visitors Q54 45 91% 93% 92% Patients delayed leaving the emergency department2 Q61a 47 - 66% 64% - How to take new medications explained Q65 50 82% 81% 79% Purpose of new medications explained Q66 51 83% 85% 83% Told about side effects of new medications Q67 52 44% 50% 46% Given enough information about how to manage care at home3 QNAT4 54 - 72% 73% - Given written/printed information about condition or treatment Q68 55 34% 37% 38% ▲ Advised when to resume usual activities Q69 56 57% 61% 60% ▲ Advised about danger signs of illness/treatment Q71 57 56% 61% 64% ▲ ▲ Advised who to contact if concerned about condition/treatment Q72 58 73% 72% 76% ▲ ▲ Arrangements for services3 QNAT5 60 - 60% 52% - ▼ Information on how to provide feedback1,3 Q79c 64 - 15% 26% - ▲

▲ The overall result for all participating facilities in 2015 was statistically significantly more favourable than the result it was compared with. ▼ The overall result for all participating facilities in 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. - Comparison with previous results is not possible. 1 This question or the patient population surveyed for this question was modified in 2015, therefore care should be taken when making comparisons with previous years. See Appendix H for details of change. 2 This question or the patient population surveyed for this question was modified in 2013, therefore care should be taken when making comparisons with previous years. 3 This question was not asked in 2011.

66

Key facility results Appendix BThe tables within this section outline a few key details for each facility involved in the survey. These include the number of interviews achieved, the response rate and responses to the overall rating of care question: ‘Overall, how would you rate the care you (child) received in the emergency department?’ for 2015. Analysis has been performed on the overall rating of care results [QS3, p6] for each facility to present statistically significant differences at the Queensland and peer group level. All analysis has been performed on the unrounded estimates and facilities have been ordered alphabetically within each peer group. See Appendix C for further information about significance testing.

67

Table 2: Key results for Principal Referral and Specialised Hospitals peer group

Facility name Interviews achieved

Response rate (%)

Rating of care received

(% favourable)1

Peer group and Qld comparison Facility vs rest of Princ Ref & Spec

Facility vs rest of Qld

Queensland 14,737 52 85% Principal Referral and Specialised Hospitals 2,134 53 86% Cairns Hospital 295 48 89% Gold Coast University Hospital 304 53 84% Nambour General Hospital 307 54 86% Princess Alexandra Hospital 306 59 88% Royal Brisbane and Women’s Hospital 310 53 84% The Prince Charles Hospital - Adult ED 305 52 86% The Townsville Hospital 307 50 87% ▲ The result for 2015 was statistically significantly more favourable than the result it was compared with. ▼ The result for 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. 1 Response categories were changed for the 2015 survey and comparison with previous results is not possible.

68

Table 3: Key results for Large Hospitals peer group


Response rate (%)


(% favourable)1

Peer group and Qld comparison Facility vs rest of

Large Facility vs rest of Qld

Queensland 14,737 52 85% Large Hospitals 4,508 55 84% Bundaberg Base Hospital 312 56 85% Caboolture Hospital 306 58 83% Hervey Bay Hospital 309 61 82% Ipswich Hospital 306 56 78% ▼ ▼ Logan Hospital 306 57 84% Mackay Base Hospital 306 55 85% Maryborough Hospital 301 57 85% Mater Adult Hospital 280 52 81% Mount Isa Hospital 281 42 84% Queen Elizabeth II Jubilee Hospital 305 58 88% Redcliffe Hospital 307 57 89% Redland Hospital 305 55 83% Robina Hospital 305 57 88% Rockhampton Hospital 294 54 85% Toowoomba Hospital 285 54 82% ▲ The result for 2015 was statistically significantly more favourable than the result it was compared with. ▼ The result for 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. 1 Response categories were changed for the 2015 survey and comparison with previous results is not possible.

69

Table 4: Key results for Medium and Small Hospitals peer group


Response rate (%)


(% favourable)1


Med & Sml Facility vs rest of Qld

Queensland 14,737 52 85% Medium and Small Hospitals 7,484 50 85% Atherton Hospital 304 56 82% Ayr Hospital 269 51 90% ▲ Beaudesert Hospital 309 55 84% Biloela Hospital 281 51 77% ▼ ▼ Caloundra Hospital 315 56 83% Capricorn Coast Hospital and Health Service 304 53 89% Charleville Hospital 249 48 87% Charters Towers Hospital 276 51 86% Cherbourg Hospital 39 21 77% Chinchilla Hospital 271 52 83% Cooktown Multipurpose Health Service 185 47 90% Dalby Hospital 280 51 85% Emerald Hospital 296 53 83% Gladstone Hospital 306 47 81% Goondiwindi Hospital 259 48 88% Gympie Hospital 313 53 84% Ingham Hospital 291 55 85% Innisfail Hospital 307 52 85% ▲ The result for 2015 was statistically significantly more favourable than the result it was compared with. ▼ The result for 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. 1 Response categories were changed for the 2015 survey and comparison with previous results is not possible.

70

Table 4 continued


Response rate (%)


(% favourable)1


Med & Sml Facility vs rest of Qld

Queensland 14,737 52 85% Medium and Small Hospitals 7,484 50 85% Joyce Palmer Health Service 46 22 91% Kingaroy Hospital 309 49 76% ▼ ▼ Longreach Hospital 220 53 93% ▲ ▲ Mareeba Hospital 277 50 92% ▲ ▲ Proserpine Hospital 288 52 89% Roma Hospital 290 50 88% St George Hospital 246 45 90% Stanthorpe Hospital 302 57 90% Thursday Island Hospital 96 30 86% Warwick Hospital 307 48 82% Weipa Integrated Health Service 249 46 95% ▲ ▲

▲ The result for 2015 was statistically significantly more favourable than the result it was compared with. ▼ The result for 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. 1 Response categories were changed for the 2015 survey and comparison with previous results is not possible.

71

Table 5: Key results for Children’s Hospitals/Emergency Departments peer group


Response rate (%)


(% favourable)1


Child Facility vs rest of Qld

Queensland 14,737 52 85% Children’s Hospitals/Emergency Departments 611 54 90% Lady Cilento Children’s Hospital 306 54 90% The Prince Charles Hospital - Children’s ED 305 54 90% ▲ The result for 2015 was statistically significantly more favourable than the result it was compared with. ▼ The result for 2015 was statistically significantly less favourable than the result it was compared with. See Appendix C for information about significance testing. See Appendix F for the favourable/unfavourable classification of responses. 1 Response categories were changed for the 2015 survey and comparison with previous results is not possible.

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General information Appendix C

Survey objectives C.1The objectives of the Emergency Department Patient Experience Survey 2015 were to:

• provide results of patient experience and satisfaction at a statewide and health facility level

• provide patient experience and satisfaction results across components of emergency department care

• provide facilities with data which can be used to measure and improve the delivery of emergency department services

• allow comparison with 2011 and 2013 results.

Methodology C.2This section provides summary details of survey methodology, operational outcomes, and derivation of estimates. A more detailed description is available in the Survey Review report, available by request.

Questionnaire design C.2.1The 2015 survey questionnaire was based on the 2011 and 2013 questionnaires, which in turn were based on the Accident and Emergency (A&E) Department Question Bank 2009 (© Care Quality Commission, UK), with some questions added, modified or removed. See Appendix H for a summary of the changes made to the questionnaire between the 2015 and 2013 surveys.

The survey instrument and additional questions were developed by Queensland Health during a series of Working Group meetings, which included emergency department staff and a consumer representative, with technical advice offered by specialists in QGSO to meet the specific objectives of the survey and the mode of administration. For a copy of the questionnaire please refer to Appendix I.

Scope C.2.2The in-scope population for the survey included patients who:

• attended an emergency department at one of the facilities listed in Appendix D between 1 August 2015 and 30 September 2015

• were discharged to their home or usual place of residence, or admitted to a hospital as an inpatient

• are residents of Australia.

Patients were excluded if they:

• did not wait for treatment

• left after treatment had commenced

• were admitted to a mental health unit or ward

• were transferred to, or are a usual resident of, an institution

• were transferred to another health care facility, other than a hospital or health service

• were deceased in the emergency department or subsequently

• presented for a mental health issue (except drug or alcohol related)

• presented with self-harm

• attended the emergency department for outpatient type services

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• were in a known or suspected domestic violence situation

• had a miscarriage, stillbirth, live birth where the neonate subsequently died before discharge, intrauterine death, hydatidiform mole, or complications following miscarriage or termination

• requested an interpreter in the hospital

• usually resided outside Australia

• refused consent to be contacted to provide feedback

• had insufficient contact information

• were 16 years of age or older and were a patient in one of the children’s hospitals/emergency departments

• were unconscious, in a confused state, or with poor recollection for most or all of their time in the emergency department

• were a child patient whose parent or guardian was absent for most or all of their time in the emergency department

• had been selected in a previous round of sampling for a previous visit to the same emergency department.

Responses for patients under the age of 16 were provided by their parent or guardian, or by the adult who accompanied them at the emergency department.

Sampling C.2.3The total sample size for each facility was calculated to provide a 95% confidence interval achieving a margin of error up to six percentage points either side of a point prevalence estimate of 60%.

The patient information for the survey was provided by Queensland Health and consisted of a list of emergency department attendances between 1 August and 30 September 2015 for in-scope facilities. Two months of patient data were used with the sample drawn each month as the data became available from facilities’ Emergency Department Information Systems (EDIS and EDIS-Rural).

For health facilities where the expected number of in-scope patients was less than the number of patients needed to achieve the required level of precision or where the number of patients was only marginally higher, a census was attempted of all in-scope patients. With this sample design, the probability of selecting patients varied across facilities. For example, patients in smaller facilities had a higher probability of being selected than patients from larger facilities. Statistical methods used to analyse the survey data account for these different selection probabilities.

A total of 28,382 patients was selected to participate in the survey across the two months of interviewing. A breakdown of the response rate for each month is contained in Table 6.

Peer groups C.2.4The 53 emergency departments included in the survey were classified by Queensland Health into four mutually exclusive facility peer groups:

• Principal Referral and Specialised Hospitals (Princ Ref & Spec - 7 facilities)

• Large Hospitals (Large - 15 facilities)

• Medium and Small Hospitals (Med & Sml - 29 facilities)

• Children’s Hospitals/Emergency Departments (Child - 2 facilities).

For a list of facilities in each peer group please refer to Appendix D.

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Pre-approach letter and data collection C.2.5

A pre-approach letter was sent to all selected patients (parents/guardians of patients aged less than 16 years) informing them of their selection in the survey and advising them that they could expect to receive a phone call in the following weeks. The letter also provided:

• details of the emergency department visit for which they had been selected

• an assurance of confidentiality, as the information would be collected under the Statistical Returns Act (1896)

• contact phone numbers where they could receive further information about the survey or change their contact details.

Response rate C.2.6The response rate is the number of interviews that can be used in the analysis as a percentage of all possible interviews that could have been achieved, had every in-scope person responded. This means that patients who were considered out-of-scope for the survey (e.g. deceased or unconscious) were excluded from this calculation. For a more detailed description of the calculation of the response rates, please refer to the Survey Review report, available by request.

A total of 14,737 interviews was achieved across the two months of interviewing, with an overall response rate of 52%. Table 6: Breakdown of responses by month of visit

Facility type August 2015 September 2015 Overall

Interviews achieved

Response rate (%)

Interviews achieved

Response rate (%)

Interviews achieved

Response rate (%)

Principal Referral and Specialised Hospitals

1,085 54 1,049 52 2,134 53

Large Hospitals 2,286 56 2,222 54 4,508 55

Medium and Small

Hospitals 3,960 52 3,524 48 7,484 50

Children’s Hospitals/

Emergency Departments

324 57 287 50 611 54

All surveyed facilities 7,655 53 7,082 50 14,737 52

Sample characteristics and weighting C.2.7Weighting and benchmarking was applied to adjust for non-response in the sample.

Generalised regression weighting was used to calibrate the weight applied to each response during estimation to sum to the following marginal totals of patients:

• facility

• age by facility type (children’s hospitals/emergency departments vs other facilities)

• sex

• telephone type (landline and mobile vs landline only or mobile only)

• triage score (1, 2, 3 or 4 vs 5).

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Table 7 shows the profile of respondents comparing the proportions of original responses to the proportions after the process of weighting and benchmarking had been applied. For full details on the weighting and benchmarking process, see the Survey Review report, available by request. Table 7: Sample characteristics

Queensland

Original (%) Benchmarked (%)

Triage category Triage scores 1, 2, 3, and 4 89.8 91.5 Triage score 5 10.2 8.5 Gender Male 50.9 51.3 Female 49.1 48.7 Age (years) Under 2 5.8 6.0 2–15 22.1 20.1 16–35 21.1 26.5 36–55 20.9 20.8 56 and over 30.1 26.6

Percentages in this table may not add to 100% due to rounding.

Data analysis and presentation C.3

Graphs C.3.1Results for each measure of patient experience or satisfaction are presented graphically in Sections 3 to 16. Apart from graph 11.2, they are set out as described below.

Layout Top section

The top section of each graph shows the aggregated statewide results for 2015, and 2013 and 2011 where comparable, then the results for each of the peer groups.

Bottom section

The bottom section of the graph shows the results for each facility ranked by their performance according to the most favourable categories, with the highest performing facilities at the top. See Appendix G for more details of how facilities were ranked for each graph. In the case of neutral measures (those without a favourable/unfavourable classification), facilities are ordered by peer group, and alphabetically within peer groups.

Note that facilities are omitted from the bottom section of the graphs if they have fewer than 20 responses to that question, as response counts are considered too small to produce statistically reliable results. However, these responses have been included in the calculation of overall Queensland and peer group results.

Colour schemes

The coloured sections of the bars indicate the percentages of patients who gave various responses. They are interpreted according to the legend at the top of the graph.

The bar representing the 2015 Queensland results has been highlighted in each graph by using darker versions of the colours shown in the legend.

The rounded percentage is printed on each bar where the percentage is greater than or equal to 3.5. Smaller percentages are generally not printed to prevent them from obscuring the bars.

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Extra information

The total number of patients who responded with one of the categories presented in the graph is indicated to the right of the bar. This number represents the base used to calculate the percentages.

In general, patients who gave responses not reported in the graph, such as ‘don’t know’, have been excluded from the calculation of the percentage in each bar, unless otherwise stated in the legend. For some measures, particularly those involving the recall of information provided by emergency department staff, the number of respondents who answered ‘don’t know’ or ‘didn’t need’ is also provided in brackets after the number of respondents. Categories excluded from graphs generally represent small numbers and percentages of patients.

Tables of results for the key satisfaction question are also provided in Appendix B.

Output interpretation C.3.2Rounding

Figures presented in this report are rounded to whole numbers. Rounding may cause the aggregation of categories to sum to above or below 100%. Items that are less than 0.5% are rounded to 0%. Items that are 99.5% or more are rounded to 100%.

Missing categories

Only the salient categories are presented in the graphs and tables. The categories that are typically not presented are ‘didn’t need’, ‘don’t know / can’t remember’ and ‘refused’. Where one or more of these categories represents a meaningful response they are included for reference.

Significance testing C.3.3In this report significance testing was undertaken on the estimated proportions of favourable responses at the 95% significance level, adjusted for multiple comparisons. Testing at the 95% level of confidence means any differences reported are either true differences, or the product of randomly extreme data that has less than a 5% chance of happening. For example, at the 95% significance level, we would expect one in 20 tests to incorrectly show a significant difference due to chance alone, adjusted for multiple comparisons.

Significance testing was performed on non-overlapping groups. Testing between the facility and the peer group or Queensland was performed excluding the facility from the peer group or Queensland results. Non-overlapping groups fulfil the statistical assumption of independence. Testing results of non-overlapping groups may also improve the likelihood for the detection of differences between the results tested.

Significance testing was performed for each measure between the 2011, 2013 and 2015 estimates for Queensland. Significant differences have been reported for each question under the corresponding graph. If a significant difference is not reported no significant difference was found.

Note that differences and rankings reported in Sections 1.2.1 and 1.2.2 of the Executive summary are not the result of statistical significance testing and so those results may or may not represent statistically significant differences or trends.

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Cautionary note C.3.4

In the 2011 and 2013 surveys, patients under 16 years of age who attended participating facilities other than children’s facilities were excluded. However, for the 2015 survey these patients have been included. For patients under 16 years of age, an adult who accompanied the child to the emergency department (usually a parent or guardian) was interviewed on the child’s behalf.

Survey results for child patients potentially could be different from those for adult patients for a number of reasons. For example, differences may arise due to variations in care related to patient age, or because responses from parents/guardians of child patients may differ from responses provided by adult patients themselves.

The 2015 results were examined for any possible effect due to the inclusion of child patients. Across all participating emergency departments and all questions, adults responding on behalf of children provided answers with ratings close to the average for adult patients. As a result, combining responses from parents/guardians of child patients with responses from adult patients in the 2015 survey appeared to cause little change to the measures of patient experience.

However, as patients at children’s facilities1 were below the age of 16 at the time of interview, caution should still be taken when comparing results for children’s facilities and other facilities.

1 Two children’s facilities participated in the survey: Lady Cilento Children’s Hospital Emergency Department and The Prince Charles Hospital - Children’s Emergency Department.

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Peer groups Appendix D

The facilities included in the survey were classified by Queensland Health into four mutually exclusive facility peer groups:

• Principal Referral and Specialised Hospitals (7 facilities)

• Large Hospitals (15 facilities)

• Medium and Small Hospitals (29 facilities)

• Children’s Hospitals/Emergency Departments (2 facilities).

The facilities in each peer group, and the year they were first surveyed, are listed in Table 8 below.

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Table 8: Facilities in each peer group

Princ Ref & Spec Crns GCUH Nmbr PAH RBWH TPCH-Ad TTH

Principal Referral and Specialised Hospitals Cairns Hospital Gold Coast University Hospital Nambour General Hospital Princess Alexandra Hospital Royal Brisbane and Women’s Hospital The Prince Charles Hospital - Adult ED The Townsville Hospital

First surveyed 2011 2011 2011 2011 2011 2011 2011

Large Bund Cab HBay Ips Lgn Mky Maryb MAH MtIsa QEII Rdclf Rdlnd Rob Rockn Tmba

Large Hospitals Bundaberg Base Hospital Caboolture Hospital Hervey Bay Hospital Ipswich Hospital Logan Hospital Mackay Base Hospital Maryborough Hospital Mater Adult Hospital Mount Isa Hospital Queen Elizabeth II Jubilee Hospital Redcliffe Hospital Redland Hospital Robina Hospital Rockhampton Hospital Toowoomba Hospital

First surveyed 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011 2011

Med & Sml Attn Ayr Beaud Bilo Cal Cap Chvlle CTwrs Cherb Chnla Cktwn Dlby Emld Gdstn Gwndi Gym Inghm Innsf JPlmr Kroy Lngrch Mrba Ppine Rma StGrge Stanthp ThIH Wck Wei

Medium and Small Hospitals Atherton Hospital Ayr Hospital Beaudesert Hospital Biloela Hospital Caloundra Hospital Capricorn Coast Hospital and Health Service Charleville Hospital Charters Towers Hospital Cherbourg Hospital Chinchilla Hospital Cooktown Multipurpose Health Service Dalby Hospital Emerald Hospital Gladstone Hospital Goondiwindi Hospital Gympie Hospital Ingham Hospital Innisfail Hospital Joyce Palmer Health Service Kingaroy Hospital Longreach Hospital Mareeba Hospital Proserpine Hospital Roma Hospital St George Hospital Stanthorpe Hospital Thursday Island Hospital Warwick Hospital Weipa Integrated Health Service

First surveyed 2015 2015 2011 2013 2011 2011 2015 2015 2015 2015 2015 2015 2013 2011 2015 2011 2015 2011 2015 2013 2015 2015 2015 2013 2015 2015 2015 2013 2015

Child LCCH TPCH-Ch

Children’s Hospitals/Emergency Departments Lady Cilento Children’s Hospital The Prince Charles Hospital - Children’s ED

First surveyed 2015 2015

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Facilities by Hospital and Health Service Appendix E

Of the 53 facilities in the survey, 52 belong to 16 Queensland Health Hospital and Health Services and one belongs to Mater Health Services, as listed in the table below. Table 9: Facilities by Hospital and Health Service

Hospital and Health Service Facility Abbreviation Cairns and Hinterland Atherton Hospital

Cairns Hospital Innisfail Hospital Mareeba Hospital

Attn Crns Innsf Mrba

Central Queensland Biloela Hospital Capricorn Coast Hospital and Health Service Emerald Hospital Gladstone Hospital Rockhampton Hospital

Bilo Cap Emld Gdstn Rockn

Central West Longreach Hospital Lngrch Children’s Health Queensland Lady Cilento Children’s Hospital LCCH Darling Downs Cherbourg Hospital

Chinchilla Hospital Dalby Hospital Goondiwindi Hospital Kingaroy Hospital Stanthorpe Hospital Toowoomba Hospital Warwick Hospital

Cherb Chnla Dlby Gwndi Kroy Stanthp Tmba Wck

Gold Coast Gold Coast University Hospital Robina Hospital

GCUH Rob

Mackay Mackay Base Hospital Proserpine Hospital

Mky Ppine

Metro North Caboolture Hospital Redcliffe Hospital Royal Brisbane and Women’s Hospital The Prince Charles Hospital - Adult ED The Prince Charles Hospital - Children’s ED

Cab Rdclf RBWH TPCH-Ad TPCH-Ch

Metro South Beaudesert Hospital Logan Hospital Princess Alexandra Hospital Queen Elizabeth II Jubilee Hospital Redland Hospital

Beaud Lgn PAH QEII Rdlnd

North West Mount Isa Hospital MtIsa South West Charleville Hospital

Roma Hospital St George Hospital

Chvlle Rma StGrge

Sunshine Coast Caloundra Hospital Gympie Hospital Nambour General Hospital

Cal Gym Nmbr

Torres and Cape Cooktown Multipurpose Health Service Thursday Island Hospital Weipa Integrated Health Service

Cktwn ThIH Wei

Townsville Ayr Hospital Charters Towers Hospital Ingham Hospital Joyce Palmer Health Service The Townsville Hospital

Ayr CTwrs Inghm JPlmr TTH

West Moreton Ipswich Hospital Ips Wide Bay Bundaberg Base Hospital

Hervey Bay Hospital Maryborough Hospital

Bund HBay Maryb

Organisation Facility Abbreviation Mater Health Services Mater Adult Hospital MAH

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Definitions of favourable and unfavourable Appendix F

For tests of significant differences in this report, response categories for each relevant question were collapsed into two categories, indicating favourable and unfavourable responses from patients. The following table summarises how this was done for each question.

Table 10: Definitions of favourable and unfavourable responses

Section Question Page Question topic Favourable Unfavourable Excluded 3 QS3 6 Rating of care received Very good

Good Adequate Poor Very poor

Don’t know Refused

4.1 QS5* 8 Main reason for attending the emergency department

n.a. n.a. n.a.

4.2 Q9a* 9 Patient recall of triage process Yes No

Did not discuss condition


4.3 Q9b 10 Sufficient privacy at triage Yes, definitely Yes, to some extent No

Did not discuss condition


4.4 Q10 11 Courtesy of emergency department receptionist Excellent Very good Good

Fair Poor Very poor

Did not see receptionist Don’t know Refused

5.1 Q14* 13 Length of time to be examined by a doctor or nurse n.a. n.a. n.a. 5.2 Q15 14 Told expected wait time to be examined Yes

Information shown on a (TV) screen

No Don’t know Refused

5.3 Q17* 15 Told reason for wait to be examined Yes Information shown on a

(TV) screen


5.4 Q22 16 Patients ever worried they had been forgotten No Yes Don’t know Refused

n.a. Tests for significant differences were not performed for this question.

* This question was not considered for inclusion in the lists of most favourable and most unfavourable patient experience in the Executive summary.

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Table 10 continued

Section Question Page Question topic Favourable Unfavourable Excluded 6.1 Q25 18 Condition and treatment explained in a way patients

understood Yes, completely Yes, to some extent

No Could not diagnose

condition Did not need Don’t know Refused

6.2 Q26 19 Doctors and nurses listened to patients Yes, definitely Yes, to some extent No


6.3 Q28 20 Healthcare professional discussed patients’ worries/fears about condition or treatment

Yes, completely Yes, to some extent No

Did not attempt to discuss


6.4 Q29 21 Confidence and trust in doctors and nurses All of them Most of them

Only some of them None of them


6.5 Q31 22 Doctors and nurses talked in front of patients as if not there

No Yes, to some extent Yes, definitely


7.1 QS2 24 Treated with respect and dignity Yes, always Yes, sometimes No


7.2 QS7 25 Treated with kindness and understanding Yes, all of the time Yes, some of the time No


7.3 Q33 26 Amount of information about condition or treatment provided

The right amount Too much

Not enough I wasn’t given any

information about my condition or treatment

Could not diagnose condition


7.4 Q35 27 Understandable answers to patients’ questions Yes, definitely Yes, to some extent No


7.5 Q36* 28 Reasons patient did not ask questions about care and treatment

Did not have any questions Too unwell to ask any

questions

Did not have an opportunity to ask questions

There wasn’t enough time to ask questions

Other reason Don’t know Refused


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Table 10 continued

Section Question Page Question topic Favourable Unfavourable Excluded 7.6 QNAT3 29 Amount of information about condition or treatment

provided to family, carer, someone else The right amount Too much

Not enough No family, carer or friends were involved

They didn’t want or need information

I didn’t want them to have any information


7.7 Q38 30 Sufficient privacy during examination or treatment Yes, definitely Yes, to some extent No


7.8 Q39 31 Assistance from staff when needed All of the time Most of the time A member of staff was with

me all the time

Some of the time Rarely Never

Did not need Don’t know Refused

7.9 Q40 32 Conflicting information provided by staff No Yes, definitely Yes, to some extent


7.10 Q41 33 Involved as much as desired in decisions about care and treatment

Yes, definitely Yes, to some extent No

Not well enough Don’t know Refused

7.11 Q42 34 How many staff introduced themselves All of them Some of them

Very few of them None of the staff introduced

themselves


8.1 Q44 36 Reason for tests explained in understandable way Yes, completely Yes, to some extent No


8.2 Q46 37 Test results explained in understandable way Yes, definitely Yes, to some extent No


9.1 Q47* 39 In pain n.a. n.a. n.a. 9.2 Q50 40 Everything possible done to manage pain Yes, definitely Yes, to some extent


10.1 Q51 42 Cleanliness of emergency department Very clean Fairly clean

Not very clean Not at all clean




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Table 10 continued

Section Question Page Question topic Favourable Unfavourable Excluded 10.2 Q52 43 Cleanliness of toilets Very clean

Fairly clean Not very clean Not at all clean

Did not use Don’t know Refused

10.3 Q53 44 Availability of food and drink Yes No I was told not to eat or drink

I didn’t know if I was allowed to eat or drink

I did not want anything to eat or drink


10.4 Q54 45 Patients feeling bothered or threatened by patients/visitors



11.1 Q61a 47 Patients delayed leaving the emergency department

Not delayed Delayed Don’t know Refused

11.2 Q61b* 48 Reasons for delay in leaving the emergency department

n.a. n.a. n.a.

12.1 Q65 50 How to take new medications explained Yes, completely Yes, to some extent No I did not need an

explanation


12.2 Q66 51 Purpose of new medications explained Yes, completely Yes, to some extent No I did not need an

explanation


12.3 Q67 52 Told about side effects of new medications Yes, completely Yes, to some extent No I did not need this type of

information


13.1 QNAT4 54 Given enough information about how to manage care at home





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Table 10 continued

Section Question Page Question topic Favourable Unfavourable Excluded 13.2 Q68 55 Given written/printed information about condition or

treatment Yes No Did not need


13.3 Q69 56 Advised when to resume usual activities Yes, definitely Yes, to some extent No


13.4 Q71 57 Advised about danger signs of illness/treatment Yes, completely Yes, to some extent No


13.5 Q72 58 Advised who to contact if concerned about condition/treatment

Yes No Don’t know Refused

14.1 QNAT5 60 Arrangements for services Yes, completely Yes, to some extent No


15.1 Q3* 62 Destination after leaving the emergency department n.a. n.a. n.a. 16.1 Q79c 64 Information on how to provide feedback Yes No Don’t know

Refused n.a. Tests for significant differences were not performed for this question.


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Methodology used to rank facilities for each graph Appendix G

In most of the graphs in this report, facilities are ranked according to favourability of the responses, from highest to lowest. This ranking was performed by calculating a weighted sum of the percentage in each category for each facility. Facilities were then sorted by this weighted sum.

A function of multiple categories was used to try to ensure that all favourable categories were used in determining rank, with the most favourable categories given more weight.

The weights used for each graph are given in the table below.

Table 11: Weights used in sorting facilities for each graph

Section Question Page Graph Title Weights Categories 3 QS3 6 Rating of care received 100

75 50 25

0

Very good Good Adequate Poor Very poor

4.1 QS5 8 Main reason for attending the emergency department n.a. n.a. 4.2 Q9a 9 Patient recall of triage process 100

0 Yes No

4.3 Q9b 10 Sufficient privacy at triage 100 50

0


4.4 Q10 11 Courtesy of emergency department receptionist 100 80 60 40 20

0

Excellent Very good Good Fair Poor Very poor

n.a. Facilities were not ranked for this question.

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Table 11 continued

Section Question Page Graph Title Weights Categories 5.1 Q14 13 Length of time to be examined by a doctor or nurse 100

80 60 40 20

0

10 minutes or less 11–30 minutes 31–60 minutes 61 minutes–2 hours More than 2 hours–4 hours More than 4 hours

5.2 Q15 14 Told expected wait time to be examined 100 50

0

Yes Information shown on a (TV) screen No

5.3 Q17 15 Told reason for wait to be examined 100 50

0

Yes Information shown on a (TV) screen No

5.4 Q22 16 Patients ever worried they had been forgotten 100 0

No Yes

6.1 Q25 18 Condition and treatment explained in a way patients understood 100 50

0


6.2 Q26 19 Doctors and nurses listened to patients 100 50

0


6.3 Q28 20 Healthcare professional discussed patients’ worries/fears about condition or treatment

100 50

0


6.4 Q29 21 Confidence and trust in doctors and nurses 100 75 25

0

All of them Most of them Only some of them None of them

6.5 Q31 22 Doctors and nurses talked in front of patients as if not there 100 50

0


7.1 QS2 24 Treated with respect and dignity 100 50

0

Yes, always Yes, sometimes No

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Table 11 continued

Section Question Page Graph Title Weights Categories 7.2 QS7 25 Treated with kindness and understanding 100

50 0

Yes, all of the time Yes, some of the time No

7.3 Q33 26 Amount of information about condition or treatment provided 100 66.7 33.3

0

The right amount Too much Not enough Not given any

7.4 Q35 27 Understandable answers to patients’ questions 100 50

0


7.5 Q36 28 Reasons patient did not ask questions about care and treatment 100 100

0

0

Did not have any questions Too unwell to ask any questions Did not have an opportunity to ask

questions There wasn’t enough time to ask

questions 7.6 QNAT3 29 Amount of information about condition or treatment provided to family, carer,

someone else 100 50

0

The right amount Too much Not enough

7.7 Q38 30 Sufficient privacy during examination or treatment 100 50

0


7.8 Q39 31 Assistance from staff when needed 100

75 50 25

0

All of the time / A member of staff was with me all the time

Most of the time Some of the time Rarely Never

7.9 Q40 32 Conflicting information provided by staff 100 50

0


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Table 11 continued

Section Question Page Graph Title Weights Categories 7.10 Q41 33 Involved as much as desired in decisions about care and treatment 100

50 0


7.11 Q42 34 How many staff introduced themselves 100 75 25

0

All of them Some of them Very few of them None of the staff introduced

themselves 8.1 Q44 36 Reason for tests explained in understandable way 100

50 0


8.2 Q46 37 Test results explained in understandable way 100 50

0


9.1 Q47 39 In pain n.a. n.a. 9.2 Q50 40 Everything possible done to manage pain 100

50 0


10.1 Q51 42 Cleanliness of emergency department 100 75 25

0

Very clean Fairly clean Not very clean Not at all clean

10.2 Q52 43 Cleanliness of toilets 100 75 25

0

Very clean Fairly clean Not very clean Not at all clean

10.3 Q53 44 Availability of food and drink 100 0

Yes No

10.4 Q54 45 Patients feeling bothered or threatened by patients/visitors 100 50

0


11.1 Q61a 47 Patients delayed leaving the emergency department 100 0

Not delayed Delayed


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Table 11 continued

Section Question Page Graph Title Weights Categories 11.2 Q61b 48 Reasons for delay in leaving the emergency department n.a. n.a. 12.1 Q65 50 How to take new medications explained 100

50 0 0

Yes, completely Yes, to some extent No Did not need explanation

12.2 Q66 51 Purpose of new medications explained 100 50

0 0

Yes, completely Yes, to some extent No Did not need explanation

12.3 Q67 52 Told about side effects of new medications 100 50

0 0

Yes, completely Yes, to some extent No Did not need this type of information

13.1 QNAT4 54 Given enough information about how to manage care at home 100 50

0


13.2 Q68 55 Given written/printed information about condition or treatment 100 0

Yes No

13.3 Q69 56 Advised when to resume usual activities 100 50

0


13.4 Q71 57 Advised about danger signs of illness/treatment 100 50

0


13.5 Q72 58 Advised who to contact if concerned about condition/treatment 100 0

Yes No

14.1 QNAT5 60 Arrangements for services 100 50

0


15.1 Q3 62 Destination after leaving the emergency department n.a. n.a. 16.1 Q79c 64 Information on how to provide feedback 100

0 Yes No


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Questionnaire and analysis changes Appendix H

A summary of changes made to the questionnaire and the classification of favourable and unfavourable responses between the 2015 and 2013 surveys is presented in the tables below.

Table 12: Summary of questionnaire changes between 2015 and 2013

Question Change 2015 questionnaire 2013 questionnaire QS3 Response

options changed Very good, Good, Adequate, Poor, Very poor

Excellent, Very good, Good, Fair, Poor, Very poor

QS2 Response options changed

Yes, always, Yes, sometimes, No

Yes, all of the time, Yes, some of the time, No

Q15 Patients responding

Asked for patients who waited more than 10 minutes.

Asked for patients who waited at all.

Q17 Patients responding

Asked for patients who waited more than 10 minutes.

Asked for patients who waited at all.

Q25 Response option added

They could not diagnose my condition

Q28 Question wording changed

Did a healthcare professional discuss them with you?

Did a doctor or nurse discuss these worries or fears with you?

Q33 Response option added

They could not diagnose my condition

Q39 Response options changed

All of the time, Most of the time, Some of the time, Rarely, Never, A member of staff was with me all the time, I did not need assistance

Yes, always, Yes, sometimes, No, I could not find a member of staff to help me, A member of staff was with me all the time, I did not need attention


If you needed assistance, were you able to get a member of staff to help you within a reasonable timeframe?

If you needed attention, were you able to get a member of staff to help you?


Were you ever in any pain while in the emergency department?

Were you in any pain while you were in the emergency department?


Do you think the emergency department staff did everything they could to help manage your pain?

Do you think the emergency department staff did everything they could to help control your pain?


How clean were the toilets that you used while in the emergency department?

How clean were the toilets in the emergency department?

Q61 Response option removed

Other transport

Q79c Question wording changed

Some patients might wish to give feedback such as compliments or complaints about the care they received. While in the emergency department were you told, or did you see a poster or brochure on how to do this?

Some patients might wish to give feedback such as compliments or complaints about the care they received. While you were in the emergency department, did you see or receive any information on how to do this?

Table 13: Summary of changes to favourable/unfavourable classification between 2015 and 2013

Question Classification 2015 classification 2013 classification QS3 Favourable

Unfavourable Very good, Good Adequate, Poor, Very poor

Excellent, Very good Good, Fair, Poor, Very poor

Q9a Favourable Unfavourable

Yes No

Yes No, Don’t know, I did not discuss my condition with a triage nurse

Q10 Favourable Unfavourable

Excellent, Very good, Good Fair, Poor, Very poor

Excellent, Very good Good, Fair, Poor, Very poor

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Questionnaire Appendix I

Bold response options were read out Underlined words were emphasised

Introduction

Hello, this is … calling from the Queensland Government Statistician’s Office. We are conducting an interview about perceptions of public hospitals on behalf of the Department of Health.

We are interviewing people (the parents of children under 16 years) who were patients at public hospital emergency departments recently about their perceptions of the care they received.

You may remember receiving a letter to tell you we would call you regarding your experiences while you were at the emergency department at {Facility_name} on {arrival_date}.

(You may remember receiving a letter saying we would call regarding the visit of (child) to the emergency department at {Facility_name} on {arrival_date}.)

The information you provide will help the Department of Health improve public hospital services. The interview will only take around 12 minutes of your time. Your responses are strictly confidential and no identifying information can be released to Queensland Health or any other body unless authorised or required by law. The information is being collected by the Queensland Government Statistician’s Office and is protected by the Statistical Returns Act 1896. Your responses will be combined with those of other participants to compile aggregate information.

(Before we begin, can I just check whether you were the parent or responsible adult who spent most time with child during his/her time in the hospital?)

Can we start now?

Interview

GH1 Before we begin, I’d like to ask… In general, would you say your (child’s) health is - ? 1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 98 Don’t know 99 Refused

Q1 was only asked of adult patients Q1 And, can I just check that you were conscious for all or most of your time in the

emergency department? 1 Yes 2 Yes – conscious but can’t remember details 3 No 98 Don’t know 99 Refused

If Q1 = 1 go to Q3Int Otherwise End survey – code ineligible

Q3Int Some calls are monitored by my supervisor for training and quality purposes.

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Q3 At the end of your (their) time in the emergency department were you (was child) - ?

1 Admitted to a ward in the same hospital 2 Transferred to a different hospital 3 Did you go home 4 Go to stay with a friend or relative 5 Other (please specify) 98 Don’t know 99 Refused

If Q3 = 1 or 2 go to Text1 Otherwise go to Text2

Text1 The Department of Health undertakes a range of patient experience surveys. This survey focuses on the care of patients in the emergency department. The majority of questions will be about just your (child’s) stay while in the emergency department. However, I will provide an opportunity for you at the end of the survey, to give your feedback on the care you (child) received in the ward or other hospital.

Text2 Now I’d like to ask you about your overall impressions of your visit to the emergency department.

QS3 Overall, how would you rate the care you (child) received in the emergency department? Would you say it was - ? 1 Very good 2 Good 3 Adequate 4 Poor 5 Very poor 98 Don’t know 99 Refused

QS2 Overall, did you feel you were (child was) treated with respect and dignity while you were (he/she was) in the emergency department? The options are – 1 Yes, always 2 Yes, sometimes 3 No 98 Don’t know 99 Refused

QS7 Overall, were you (was child) treated with kindness and understanding while you were (he/she was) in the emergency department? Would you say - ? 1 Yes, all of the time 2 Yes, some of the time 3 No 98 Don’t know 99 Refused

QS5 Was the main reason that you went (you took child) to the emergency department because - ? (Read out. One answer only.) 1 You were told to go by the 13HEALTH hotline service 2 You were told to go by another health professional 3 You were (child was) taken to the emergency department by the ambulance 4 It was free 5 Your (his/her) doctor was not available 6 You were not aware of any other service available at the time 7 You wanted a second opinion 8 You decided that you (child) needed to go to an emergency department 9 Somebody else decided that you (child) needed to go to an emergency department 10 Or some other reason 98 Don’t know 99 Refused

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Q9a The triage process is where a nurse assesses the patient’s condition and prioritises

them according to how urgent they are. Do you remember taking part in the triage process? 1 Yes 2 No 3 I did not discuss my (child’s) condition with a triage nurse 98 Don’t know 99 Refused

If Q9a = 1 go to Q9b Otherwise go to Q10

Q9b Were you given enough privacy when discussing your (child’s) condition with the triage nurse? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not discuss my (child’s) condition with a triage nurse 98 Don’t know 99 Refused

Q10 How would you rate the courtesy of the emergency department receptionist? Would you say it was - ? 1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 6 Very poor 7 I did not see a receptionist 98 Don’t know 99 Refused

Q14Int Next are some questions about waiting while in the emergency department.

Q14 From the time you first arrived at the emergency department, how long did you (child) wait before being examined by a doctor or nurse? (Read out only if necessary.) 1 Did not have to wait 2 Up to 10 minutes 3 11–30 minutes 4 31–60 minutes 5 61 minutes–2 hours 6 More than 2 hours–3 hours 7 More than 3 hours–4 hours 8 More than 4 hours 98 Don’t know 99 Refused

If Q14 = 1 or 2 go to Q22 Otherwise go to Q15

Q15 Were you told how long you (child) might have to wait to be examined? 1 Yes 2 Information shown on a (TV) screen 3 No 98 Don’t know 99 Refused

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Q17 Were you told why you (child) had to wait to be examined?

1 Yes 2 Information shown on a (TV) screen 3 No 98 Don’t know 99 Refused

Q22 At any point, did you ever feel worried that staff in the emergency department had forgotten about you (child)? 1 Yes 2 No 98 Don’t know 99 Refused

Q25Int The next group of questions is about the doctors and nurses. If Q3 = 1 or 2, say also... This still only relates to the doctors and nurses in the emergency department.

Q25 While you were in the emergency department, did a doctor or nurse explain your (child’s) condition and treatment in a way you could understand? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation 5 They could not diagnose my condition 98 Don’t know 99 Refused

Q26 Did the doctors and nurses listen to what you had to say? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q27 Did you have any worries or fears about your (child’s) condition or treatment? 1 Yes 2 No 98 Don’t know 99 Refused

If Q27 = 1 go to Q28 Otherwise go to Q29

Q28 Did a healthcare professional discuss them with you? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not attempt to discuss any worries/fears with a healthcare professional 98 Don’t know 99 Refused

Q29 Did you have confidence and trust in the doctors and nurses examining and treating you (child)? Would you say you had confidence and trust in - ? 1 All of them 2 Most of them 3 Only some of them 4 None of them 98 Don’t know 99 Refused

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Q31 Sometimes doctors and nurses might talk in front of a patient as if they weren’t

there. Did this happen to you? Would you say - ? (If queried, this includes doctors in training speaking to doctors in charge.) 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q33Int Now I have some questions about your (child’s) care and treatment. If Q3 = 1 or 2, say also... Again, this just relates to the emergency department.

Q33 While you were in the emergency department, how much information about your (child’s) condition or treatment was given to you? Would you say - ? 1 Not enough 2 The right amount 3 Too much 4 I wasn’t given any information about my (child’s) condition or treatment 5 They could not diagnose my (child’s) condition 98 Don’t know 99 Refused

Q34 Did you ask questions about your (child’s) care and treatment? 1 Yes 2 No 98 Don’t know 99 Refused

If Q34 = 1 go to Q35 If Q34 = 2 go to Q36 Otherwise go to NAT3 for adult patients, or Q38 for child patients

Q35 Did you get answers that you could understand? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Go to NAT3 for adult patients, or Q38 for child patients

Q36 Was this because you didn’t have any questions, or for some other reason? 1 Did not have any questions 2 Too unwell to ask any questions 3 Did not have an opportunity to ask questions 4 There wasn’t enough time to ask questions 5 Other reason (please specify) 98 Don’t know 99 Refused

NAT3 was only asked of adult patients NAT3 How much information about your condition or treatment was given to your family,

carer or someone close to you? Would you say - ? 1 Not enough 2 The right amount 3 Too much 4 No family, carer or friends were involved 5 They didn’t want or need information 6 I didn’t want them to have any information 98 Don’t know 99 Refused

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Q38 Were you (was child) given enough privacy when being examined or treated?

Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q39 If you (child) needed assistance, were you able to get a member of staff to help you within a reasonable timeframe? Would you say - ? 1 All of the time 2 Most of the time 3 Some of the time 4 Rarely 5 Never 6 A member of staff was with me all the time 7 I (child) did not need assistance 98 Don’t know 99 Refused

Q40 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? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q41 Were you involved as much as you wanted to be in decisions about your (child’s) care and treatment? Would you say - ? Response option 4 was only offered to adult patients 1 Yes, definitely 2 Yes, to some extent 3 No 4 I was not well enough to be involved in decisions about my care 98 Don’t know 99 Refused

Q42 How many of the staff treating and assessing you (child) introduced themselves? Was it - ? 1 All of them 2 Some of them 3 Very few of them 4 None of the staff introduced themselves 98 Don’t know 99 Refused

Q43Int The next few questions are about tests you (child) may have had. If Q3 = 1 or 2, say also... This is still just in relation to your (child’s) care in the emergency department.

Q43 Did you (child) have any tests, such as x-rays, scans or blood tests, when you (he/she) visited the emergency department? 1 Yes 2 No 98 Don’t know 99 Refused

If Q43 = 1 go to Q44 Otherwise go to Q47Int

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Q44 Did a member of staff explain why you (child) needed these tests in a way you

could understand? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q45 Before you left the emergency department, were you told the results of any of your (child’s) tests? 1 Yes 2 No 3 Only given results in a sealed envelope for doctor 98 Don’t know 99 Refused


Q46 Did a member of staff explain the results of the tests in a way you could understand? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q47Int Now I have a couple of questions about pain management. If Q3 = 1 or 2, say also... Still only while you (child) were in the emergency department.

Q47 Were you (was child) ever in any pain while in the emergency department? 1 Yes 2 No 98 Don’t know 99 Refused


Q50 Do you think the emergency department staff did everything they could to help manage your (child’s) pain? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

Q51Int The next section is about the emergency department environment and facilities.

Q51 In your opinion, how clean was the emergency department? Was it - ? 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 98 Don’t know 99 Refused

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Q52 How clean were the toilets that you used while in the emergency department? Were

they - ? 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 5 I did not use a toilet 98 Don’t know 99 Refused

Q53 Were you able to get suitable food or drinks (for child) when you were in the emergency department? Would you say - ? (‘Suitable’ means food or drink that you were able to consume.) 1 Yes 2 No 3 I (he/she) was told not to eat or drink 4 I did not know if I (he/she) was allowed to eat or drink 5 I (he/she) did not want anything to eat or drink 98 Don’t know 99 Refused

Q54 While you were in the emergency department, did you feel bothered or threatened by other patients or visitors? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 98 Don’t know 99 Refused

If Q3 = 1 or 2 go to Q79c Otherwise go to Q61Int

Q61Int Now some questions about leaving the emergency department.

Q61 Once your (child’s) medical care was finished and you were (he/she was) ready to leave the emergency department, were you (was he/she) delayed for any of the following - ? (Read out each option) ‘d’ was read out only to those who had tests (Q43) Yes No DK Ref a Equipment or aids, such as crutches 1 2 98 99 b Medications 1 2 98 99 c Someone to discharge you (him/her), e.g. the doctor 1 2 98 99 d Test results 1 2 98 99 e Letter for your (his/her) doctor 1 2 98 99 f An ambulance or hospital transport 1 2 98 99 h Services after leaving hospital to be arranged, e.g. social

services/follow up 1 2 98 99

i Something else (please specify) 1 2 98 99

NAT4 Were you given enough information about how to manage your (child’s) care at home? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need this type of information 98 Don’t know 99 Refused

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Q64 Before you left the emergency department, were any new medications prescribed

for you? (‘New’ means medication the respondent (child) hasn’t had before.) 1 Yes 2 No 98 Don’t know 99 Refused

If Q64 = 1 go to Q65 Otherwise go to Q68

Q65 Did a member of staff explain to you how to take (how child should take) the new medications? Would you say - ? (‘New’ means medication the respondent hasn’t had before.) 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation 98 Don’t know 99 Refused

Q66 Did a member of staff explain the purpose of the medications you were (child was) to take at home in a way you could understand? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation 98 Don’t know 99 Refused

Q67 Did a member of staff tell you about medication side effects to watch for? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need this type of information 98 Don’t know 99 Refused

Q68 Before you left the emergency department, were you given any written or printed information about your (child’s) condition or treatment? This may be a leaflet or brochure, but does not include a letter for your (child’s) doctor. The options are – 1 Yes 2 No 3 I did not need this type of information 98 Don’t know 99 Refused

Q69 Did a member of staff tell you when you (child) could resume your (his/her) usual activities, such as when to go back to work or drive a car (school or playgroup)? Would you say - ? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not need this type of information 98 Don’t know 99 Refused

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Q71 Did a member of staff tell you about what danger signs regarding your (child’s)

illness or treatment to watch for after you went home? Would you say - ? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need this type of information 98 Don’t know 99 Refused

Q72 Did hospital staff tell you who to contact if you were worried about your (child’s) condition or treatment after you left the emergency department? 1 Yes 2 No 98 Don’t know 99 Refused

NAT5 Were adequate arrangements made by the hospital for any services you (child) needed? Would you say - ? (‘Services’ includes things like rehabilitation or community nurses.) 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need any services 98 Don’t know 99 Refused

Q79c Some patients might wish to give feedback such as compliments or complaints about the care they (their child) received. While in the emergency department were you told, or did you see a poster or brochure on how to do this? 1 Yes 2 No 98 Don’t know 99 Refused

Q80Int As I mentioned earlier, the information we collect will help the Department of Health in improving emergency department services.

Q80 Was there anything particularly good about your (child’s) visit to the emergency department that you haven’t already mentioned? 1 Yes (please specify) 2 No 98 Don’t know 99 Refused

Q81 Was there anything about the emergency department that could have been improved, that you haven’t already told me about? 1 Yes (please specify) 2 No 98 Don’t know 99 Refused

If Q3 = 1 go to Q82a If Q3 = 2 go to Q82b Otherwise go to Outro

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Q82a Now, thinking about after you (child) left the emergency department and went to a

Ward. Was there anything about your (child’s) time in the Ward that you think could have been improved? (Allow more than one.) 1 Too noisy 2 Not enough staff 3 Sent home too soon 4 Signage/getting lost around hospital 5 Ward disorganised 6 Waiting time 7 Other (please specify) 8 No 9 Don’t know 10 Refused 11 Communication 12 Food/meals 13 Dirty shower/toilet

Go to Outro

Q82b Now, thinking about after you (child) left {hospital name} and went to the other hospital. Was there anything about your (child’s) time in that other hospital that you think could have been improved? (Allow more than one.) 1 Too noisy 2 Not enough staff 3 Sent home too soon 4 Signage/getting lost around hospital 5 Ward disorganised 6 Waiting time 7 Other (please specify) 8 No 9 Don’t know 10 Refused 11 Communication 12 Food/meals 13 Dirty shower/toilet

Outro

Thanks. That concludes the survey.

Your responses are strictly confidential and no identifying information can be released to Queensland Health or any other body unless authorised or required by law. The information is being collected by the Queensland Government Statistician’s Office and is protected by the Statistical Returns Act 1896. Your responses will be combined with those of other participants to compile aggregate information.

Thank you very much for your assistance.

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Patient Safety and Quality Improvement Service · statewide levels. The results from this survey...

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