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Queensland Health Emergency Department Patient Experience Survey 2013

Queensland

May and June 2013

Patient Safety Unit

ii

Government Statistician

Level 8, 33 Charlotte Street

Brisbane, QLD, 4000

Ph: (07) 3035 6436

© Queensland Government 2013

This report is for the exclusive use of Queensland Health without restriction.

All data and information in this document are believed to be accurate and have come from sources believed to be reliable. However, Government Statistician, Queensland Treasury and Trade, does not guarantee or represent that the data and information are accurate, up to date or complete, and disclaims liability for all claims, losses, damages or costs of whatever nature and howsoever occurring, arising as a result of relying on the data and information, regardless of the form of action, whether in contract, tort (including negligence), breach of statutory duty or otherwise.

22 November 2013 Final Version A

iii

Contents 1 Executive summary ......................................................................................... 1

1.1 Survey details, sample size and response rate ............................................... 1

1.2 Headline survey results ................................................................................... 1

1.2.1 Overall satisfaction ................................................................................. 1

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

1.2.3 Patient experience compared with 2011 ................................................ 2

2 Introduction ..................................................................................................... 3

3 Overall satisfaction .......................................................................................... 4

4 Arrival at Emergency Department ................................................................... 5

4.1 Main reason for attending Emergency Department ......................................... 6

4.2 Patient recall of triage process ........................................................................ 7

4.3 Sufficient privacy at triage ............................................................................... 8

4.4 Courtesy of Emergency Department receptionist ............................................ 9

5 Waiting .......................................................................................................... 10

5.1 Length of time waited before being examined by a doctor or nurse .............. 11

5.2 Told expected wait time to be examined ....................................................... 12

5.3 Told reason for wait to be examined ............................................................. 13

5.4 Patients ever worried they had been forgotten.............................................. 14

6 Doctors and nurses ....................................................................................... 15

6.1 Condition and treatment explained in a way patients understood ................. 16

6.2 Doctors and nurses listened to patients ........................................................ 17

6.3 Doctor or nurse discussed patients' worries/fears about conditions or treatments ..................................................................................................... 18

6.4 Confidence and trust in doctors and nurses .................................................. 19

6.5 Doctors and nurses talked in front of patients as if not there ........................ 20

7 Care and treatment ....................................................................................... 21

7.1 Treated with respect and dignity ................................................................... 22

7.2 Treated with kindness and understanding..................................................... 23

7.3 Amount of information about condition or treatment provided ....................... 24

7.4 Understandable answers to patients' questions ............................................ 25

7.5 Reasons patient did not ask questions about care and treatment ................ 26

7.6 Amount of information about condition or treatment provided to family, carer, someone else ...................................................................................... 27

7.7 Sufficient privacy during examination or treatment ....................................... 28

7.8 Assistance from staff when needed .............................................................. 29

7.9 Conflicting information provided by staff ....................................................... 30

iv

7.10 Involved as much as desired in decisions about care and treatment ............ 31

7.11 How many staff introduced themselves......................................................... 32

8 Tests ............................................................................................................. 33

8.1 Reason for tests explained in understandable way ....................................... 34

8.2 Test results explained in understandable way .............................................. 35

9 Pain ............................................................................................................... 36

9.1 In pain ........................................................................................................... 37

9.2 Everything possible done to control pain....................................................... 38

10 Environment and facilities ............................................................................. 39

10.1 Cleanliness of Emergency Department ......................................................... 40

10.2 Cleanliness of toilets ..................................................................................... 41

10.3 Availability of food and drink.......................................................................... 42

10.4 Patients feeling bothered or threatened by patients/visitors .......................... 43

11 Leaving the Emergency Department - Delays ............................................... 44

11.1 Patients delayed leaving Emergency Department ........................................ 45

11.2 Reasons for delay in leaving Emergency Department .................................. 46

12 Leaving the Emergency Department - Medications ...................................... 47

12.1 How to take new medications explained ....................................................... 48

12.2 Purpose of new medications explained ......................................................... 49

12.3 Told about side effects of new medications .................................................. 50

13 Leaving the Emergency Department - Information ........................................ 51

13.1 Given enough information about how to manage care at home .................... 52

13.2 Given written/printed information about condition or treatment ..................... 53

13.3 Advised when to resume usual activities ....................................................... 54

13.4 Advised about danger signs of illness/treatment ........................................... 55

13.5 Advised who to contact if concerned about condition/treatment ................... 56

14 Leaving the Emergency Department - Coordination of follow-up services .... 57

14.1 Arrangements for services ............................................................................ 58

15 Leaving the Emergency Department - Destination ........................................ 59

15.1 Destination after leaving the Emergency Department ................................... 60

16 Complaints .................................................................................................... 61

16.1 Information on how to provide feedback ....................................................... 62

Appendix A: General information .......................................................................... 63

A.1 Survey objectives .......................................................................................... 63

A.2 Methodology .................................................................................................. 63

A.2.1 Questionnaire design ............................................................................ 63

A.2.2 Scope ................................................................................................... 63

v

A.2.3 Sampling ............................................................................................... 64

A.2.4 Peer groups .......................................................................................... 64

A.2.5 Pre-approach letter and data collection ................................................ 65

A.2.6 Response rate ...................................................................................... 65

A.2.7 Sample characteristics and weighting .................................................. 66

A.3 Data analysis and presentation ..................................................................... 67

A.3.1 Graphs .................................................................................................. 67

A.3.2 Output interpretation ............................................................................. 68

A.3.3 Significance testing ............................................................................... 68

A.3.4 Cautionary note .................................................................................... 68

Appendix B: Peer groups ...................................................................................... 69

Appendix C: Definitions of favourable and unfavourable ....................................... 70

Appendix D: Methodology used to rank hospitals for each graph ......................... 74

Appendix E: Hospital results ................................................................................. 78

Appendix F: Adult Questionnaire .......................................................................... 84

Tables Table 1: Breakdown of responses by month of visit ............................................... 65

Table 2: Sample characteristics ............................................................................. 66

Table 3: Hospitals in each peer group ................................................................... 69

Table 4: Definitions of favourable and unfavourable responses ............................ 70

Table 5: Weights used in sorting hospitals for each graph .................................... 74

Table 6: Key to symbols in tables of estimates ...................................................... 79

Table 7: Key results for Principal Referral and Specialised Hospitals ................... 80

Table 8: Key results for Large Hospitals ................................................................ 81

Table 9: Key results for Medium and Small Hospitals ............................................ 82

Table 10: Key results for Children's Hospitals ...................................................... 83

1

1 Executive summary

1.1 Survey details, sample size and response rate The Emergency Department Patient Experience Survey 2013 was conducted by the Government Statistician’s office on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing in August and September 2013. This is the second time this survey has been run in Queensland, the previous time being in 2011.

A total of 10,626 interviews were completed of patients who visited the Emergency Department of Queensland public hospitals in May and June 2013. The overall response rate for the survey was 60%.

The 35 largest public hospitals in Queensland utilising the Emergency Department Information System were included in the survey, 30 of which were also included in the 2011 survey. Hospitals have been grouped into four 'peer groups' that provide similar services to allow for valid comparisons between hospitals within each peer group (see Appendix B). The results of this survey will be used in monitoring and evaluating the quality of health services provided and to assist in quality improvement activity planning at the hospital and statewide levels. The results from this survey will be compared to the results from the previous survey where possible.

1.2 Headline survey results

1.2.1 Overall satisfaction Seventy-four per cent of Emergency Department patients in Queensland Hospitals rated the care they received in the Emergency Department as ‘Excellent’ or ‘Very good’, and 23% rated it as ‘Good’ or ‘Fair’.

This is less favourable than in 2011 (77% ‘Excellent’ or ‘Very good’ and 19% ‘Good’ or ‘Fair’).

1.2.2 Most favourable and unfavourable patient experience The following areas received the highest proportions of favourable ratings and the highest proportions of unfavourable ratings from Emergency Department patients in Queensland. See Appendix C for the favourable/unfavourable classification of responses.

Areas of most favourable patient experience

• 98% rated the cleanliness of the Emergency Department as ‘Very clean’ or ‘Fairly clean’

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

• 93% rated the cleanliness of toilets as ‘Very clean’ or ‘Fairly clean’

• 93% were not bothered or threatened by other patients/visitors

• 90% had confidence and trust in all or most of the doctors and nurses.

Areas of most unfavourable patient experience

• 85% did not see or receive information in the Emergency Department about how to give feedback about the care they received

• 78% were not told the expected wait time to be examined

2

• 72% were not told why they had to wait

• 61% were not given written information about their condition/treatment

• 50% were not told, were only told to some extent, or did not need information, about side effects of new medications.

1.2.3 Patient experience compared with 2011 Queensland public hospital Emergency Department results from the 2013 survey were compared with the 2011 survey results. The areas that had statistically significantly more favourable and less favourable results than in 2011 are listed below. See Appendix C for the favourable/unfavourable classification of responses.

Areas of improved performance

• Patient recall of triage process (70% vs 67%)

• Told expected wait time to be examined (22% vs 15%)

• Not ever worried about being forgotten (86% vs 84%)

• Sufficient information about condition or treatment provided (83% vs 81%)

• Sufficient privacy during examination or treatment (89% vs 86%)

• Assistance from staff when needed (73% vs 69%)

• All or some staff introduced themselves (94% vs 92%)

• Not bothered or threatened by patients/visitors (93% vs 91%)

• Given written/printed information about condition or treatment (39% vs 35%)

• Adequately advised when to resume usual activities (62% vs 58%)

• Danger signs of illness/treatment adequately explained (63% vs 57%).

Areas of reduced performance

• Rating of care received (overall satisfaction) (74% vs 77%)

• Everything possible done to control pain (75% vs 78%).

3

2 Introduction The Emergency Department Patient Experience Survey 2013 was conducted by the Government Statistician’s office on behalf of Queensland Health. The survey was conducted using computer assisted telephone interviewing from July to September 2013.

This is the second time this survey has been run in Queensland, the previous time being in 2011. Of the 35 hospitals that participated in the 2013 survey, 30 were also included in the 2011 survey. See Appendix B for the hospitals that participated in 2011.

For each participating hospital, a random group of eligible patients who had attended the Emergency Department during May or June 2013 was selected. For children's hospitals, parents or guardians of children were interviewed on their child's behalf. For more details on sampling and eligibility criteria, see Appendix A.

This report presents the findings from the 2013 survey of Emergency Department patients. Significance testing was performed to test for differences between 2013 and 2011 and all differences noted in this report are significant at the 5% level (p<0.05).

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 C for more information on the response categories included and excluded from each graph.

More information on the methodology is included in Appendix A.

4

3 Overall satisfaction Overall satisfaction was measured with the single question: Overall, how would you rate the care (you / your child) received in the Emergency Department (‘Excellent’; ‘Very good’; ‘Good’; ‘Fair’; ‘Poor’; or ‘Very poor’)?

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

454245

4039

50

534748494850

464849

444342

464244

4840394041

373736

433837

3441

3740

3437

3133

31

3231

3031

3233

353332303329

332927

33333528

333024

363534

293434

3226

3232

3326

3128

3528

3631

33

1517

1718

1811

91314

1411

1415

1817161917

161618

171518

17212020

23161822

2218

211917

2120

2220

465

67

4

4

455

5

4884

874

65467

87

810

769

889

9

44

644

44

5

44

9,20510,615

2,1344,5593,311

611

305308309314306304305304303306305305306306305306310307305309308308309305308296248306274304304305307298307

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRBWH

PAHRmaMCHRob

MarybNmbrEmldMkyCal

TPCHCrnsBund

RdlndTTHMAHQEIIGym

TmbaCab

HBayIps

CapBeaud

GCHBilo

RocknMtIsaRdclfWck

GdstnInnsfLgn

KroyPercentage (%)

►M

ore

favo

urab

le►

Excellent Very good Good Fair Poor Very poor

State and peer groups

Individual hospitals

Patients Responding

5

4 Arrival at Emergency Department Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:

1. What was the MAIN reason that you (went / took your child) to the Emergency Department?

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

3. Were you given enough privacy when discussing (your / your child's) condition with the triage nurse?

4. How would you rate the courtesy of the Emergency Department receptionist?

6

4.1 Main reason for attending Emergency Department All patients or parents/guardians of patients were asked: What was the MAIN reason that you (went / took your child) to the Emergency Department?1

1 Note that the category "It was free" was added in 2013.

4145

3847

5440

3540

3337

4334

43

4942

4838

4645

625658

4642

464645

43

5160

4265

5752

584749

5860

3747

2925

3124

1816

322438

3826

2934

2930

2325

2829

101813

2030

182429

27

1413

2711

152412

1826

1214

1811

1921

2519

1433

2731

2322

2528

18

1222

1626

2219

1314

1123

2122

2417

21

22101910

1515

1118

1016

11

3429

87

8117

55

4

84

116

46

118

159

610

586

1013

101110

71614

121010

68

4

4

9,19810,614

2,1314,5603,312

611

306296302309308304306

304307310309297310305306275308305305304305310

308249305306302305305308307313304

306305

Qld 2011Qld 2013

PR&SLge

M & SChild

CrnsGCHNmbrPAH

RBWHTPCH

TTH

BundCab

HBayIps

LgnMAH

MarybMky

MtIsaQEII

RdclfRdlnd

RobRocknTmba

BeaudBiloCal

CapEmld

GdstnGymInnsfKroyRmaWck

MCHRCH

Percentage (%)

Hos

pita

ls o

rder

ed b

y pe

er g

roup

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

Principal Referral and Specialised Hospitals

Large Hospitals

Medium and Small Hospitals

Children's Hospitals

7

4.2 Patient recall of triage process All patients or parents/guardians of patients were asked: Do you remember taking part in the triage process?

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

6770

657172

79

82818180

7877767676

73757474

71717071

686969696868

676768

66676765

626363

6061

4

44

5

4

7

4

5

4

5

445

5

2320

221919

13

1416

1413

131516

171717

2017

16202120

2018

221720222121

252123

2218

2526

232124

22

58

10775

45

7445545

78666876

1097876

97

811

88

101210

15

9,21310,626

2,1344,5653,316

611

305275305310306305303305314310249304305306308307309306305305310305298308308306308308306306304309306306296

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMtIsaWck

HBayMCHRdclfEmld

RdlndRmaMAHBiloRob

MarybGym

BeaudKroy

IpsMky

TPCHGdstnTmba

CalLgnCabQEIICap

InnsfRBWH

CrnsTTH

NmbrPAH

RocknBundGCH

Percentage (%)

►M

ore

favo

urab

le►

Yes

Don't know

No

I did not discuss (my / my child's) condition with a triage nurse



Patients Responding

8

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

75747474

8064

95929191

8786

8283

79798080

7876767678

767477

737174747475

7271

69666665

6364

60

18191919

1430

78

510

1115

111616141317201918141619142124181918152122

22232324282733

877766

4

645675456

876

965

888

10889

101011

910

7

6,2477,4551,3763,2152,367

497

193208216234201187238241205205210210209225184231218210212213232252202225197191206182220204245178222204245

Qld 2011Qld 2013

PR&SLge

M & SChild

BiloBeaudMaryb

RmaCapPAHEmldHBayQEIITTHKroy

GdstnMkyRob

NmbrRdlndGym

TmbaRBWH

InnsfRdclfRCHCab

MtIsaCal

RocknCrnsBundMAHLgn

WckGCH

IpsTPCHMCH

Percentage (%)

►M

ore

favo

urab

le►

Yes, definitely Yes, to some extent No



Patients Responding

9

4.4 Courtesy of Emergency Department receptionist All patients or parents/guardians of patients were asked: How would you rate the courtesy of the Emergency Department receptionist?

414242

4041

51

6154

4645464848

4446464444

4140

4345

3646

4042

373939

3635

4136383740

353938

3531

333334

3334

30

2627

36353431

303533

3135

3337

383227

4029

3133

3533

32363728

36333429

352934

3436

191817

1918

14

1214121715

141517

151714181619

2023

1915251723

1822

1720

21191919

2122

221622

20

555

55

5

55

44554

4

47

55

7

96

76

556

45

75

10

44

8,0279,2751,7754,0342,899

567

282249245250250292270273285270288285268265269276271264189272255276282262263266266262265273260264257240271

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHEmldTTH

NmbrPAHRmaRob

MarybMCH

RBWHGym

BeaudHBayInnsfMAHCapQEII

RocknBilo

RdlndMtIsa

MkyTmbaGdstnTPCHBundWckCal

KroyIps

CabLgn

GCHCrnsRdclf

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

10

5 Waiting Patients waiting in the Emergency Department want information about how long they will have to wait, and why they are waiting. Providing this information demonstrates respect and consideration for patients, carers and families. This information also assists in setting expectations.

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

1. From the time you first arrived at the Emergency Department, how long did (you / your child) wait before being examined by a doctor or nurse?

2. Were you told how long (you / your child) would have to wait to be examined?

3. Were you told why (you / your child) had to wait to be examined?

4. At any point, did you ever feel worried that staff in the Emergency Department had forgotten about (you / your child)?

11

5.1 Length of time waited before being examined by a doctor or nurse

All patients or parents/guardians of patients were asked: From the time you first arrived at the Emergency Department, how long did (you / your child) wait before being examined by a doctor or nurse?

4042

4539

4340

5350

4849495150

4446

434141

5042

4644

3845

4144

423737

4438

4434

4038

343335

403434

2526

2526

2624

29283231

272425

3226

293133

19292328

3023

252225

2926

1923

1932

2422

222624

2124

22

1313

1214

1217

1313

129

13109

9141515

1013

1313

1016

1417

141115

17141713

1211

1219

16161015

16

1010

910

1011

64

68

797796

108

91210

1297

1311

1211

1113

1110

1116

1612

88

1013

876

876

4

757

5

56

946

6

7758

67

88

910

109

811

1214

912

4

4

4

4

578

4

8,96710,394

2,0684,4653,255

606

304300313300298298290303295244300297287305303299296298302296304302298303301296301300293302270292297303304

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMaryb

RmaEmld

RBWHCrns

NmbrQEII

TPCHBiloMkyCalLgn

BeaudGdstn

TTHBundGymCapPAH

RocknHBayMAHKroy

RdlndTmba

RobCabWck

MCHMtIsaGCHInnsfRdclf

IpsPercentage (%)

►M

ore

favo

urab

le►

10 minutes or less 11 - 30 minutes31 - 60 minutes 61 minutes - 2 hoursMore than 2 hours - 4 hours More than 4 hours



Patients Responding

12

5.2 Told expected wait time to be examined Patients or parents/guardians of patients who had to wait before being examined were asked: Were you told how long (you / your child) would have to wait to be examined?


15212120

2424

3228282627272626262525242322

20202121202020191919191918181818171616

1414

4

85787879

7674

647172717273747373747475

77777777

7979798080798080818080808181838383

8586

6,6847,4961,4043,3042,377

411

216216206222219231189234194233211215214183223228229231194192209223217209219189220230207208192222221227223

Qld 2011Qld 2013

PR&SLge

M & SChild

KroyGdstn

CalMCHRmaCapBilo

MAHTTH

HBayEmldMtIsaInnsfCrnsQEII

RdclfRobWck

NmbrPAH

RBWHGCHMky

TPCHTmbaRCH

RocknIps

MarybCabLgn

RdlndBeaud

BundGym

Percentage (%)

►M

ore

favo

urab

le►

Yes Information shown on a (TV) screen No



Patients Responding

13

5.3 Told reason for wait to be examined Patients or parents/guardians of patients who had to wait before being examined were asked: Were you told why (you / your child) had to wait to be examined?

262828

2630

35

413939

373635

3433333231

292828

262626262626252626252625252424232322222220

747271

7470

64

595959

636464

6667676868

707172737373737373737474747474747676767777787880

6,7167,5611,4203,3292,397

415

221222223200208213197188227208235195219232218232225185216214221233232215234209225193218224198227221207226

Qld 2011Qld 2013

PR&SLge

M & SChild

InnsfMCHRma

NmbrCal

EmldPAHBiloCapCab

MAHTTHKroyRob

GCHQEII

BundCrns

RBWHMtIsa

RocknRdclfWck

GdstnHBay

TPCHTmbaRCHMky

BeaudLgn

GymRdlndMaryb

IpsPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

14

5.4 Patients ever worried they had been forgotten Patients or parents/guardians of patients who had to wait before being examined were asked: At any point, did you ever feel worried that staff in the Emergency Department had forgotten about (you / your child)?


8486858688

85

9393939292

9090898989888888888786868686868686858484848484838383828281

79

1614151412

15

77788

1010111111121212121314141414141414151616161616171717181819

21

9,17410,610

2,1324,5603,308

610

248303304311306309305305305306304306304306275307308306310308308304310308309305305304305307310303298303295

Qld 2011Qld 2013

PR&SLge

M & SChild

BiloEmld

MarybRmaMkyIpsCal

RCHTPCH

GymGdstnBundRobTTH

MtIsaQEII

RBWHRocknTmbaInnsf

BeaudRdlndHBay

CabPAHCapCrns

NmbrMCHKroyMAHWckLgn

RdclfGCH

Percentage (%)

►M

ore

favo

urab

le►

No Yes



Patients Responding

15

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

1. While you were in the Emergency Department, did a doctor or nurse explain (your / your child's) condition and treatment in a way you could understand?

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

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

4. Did you have confidence and trust in the doctors and nurses examining and treating (you / your child)?

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

16

6.1 Condition and treatment explained in a way patients understood

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

7778777777

88

9087868484838281807978777979

777876757577777677

7575757573777676

73727270

1717181717

10

910

1114131515

1617

181920161519161922201717191520211919221416152122

1922

65555

4

56465

4665755665

98966

108

8,4559,6911,9574,1902,979

565

282283284272283285277286283275276274288241275283274212290275285279276292284271289276283269278278279276278

(68)(43)

(7)(15)(19)

(2)

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

(688)(892)(170)(360)(318)(44)

(23)(21)(30)(29)(22)(22)(28)(20)(21)(32)(30)(31)(16)(34)(29)(24)(30)(36)(19)(26)(20)(25)(31)(18)(25)(29)(19)(28)(20)(37)(20)(25)(26)(18)(28)

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHRmaEmldMky

RBWHInnsfTTH

MarybIps

CrnsRdlnd

RobMtIsaGdstn

CabWckBilo

MAHCal

GymRocknHBayTmbaPAH

NmbrQEII

BundRdclfKroyLgnCap

TPCHGCH

BeaudPercentage (%)

►M

ore

favo

urab

le►

Yes, completely Yes, to some extent No



Patients Responding

(Don't know)

(Didn't need)

17

6.2 Doctors and nurses listened to patients All patients or parents/guardians of patients were asked: Did the doctors and nurses listen to what you had to say?

8484848484

90

9491

8788

86878787

858587

8484848585848686

8484858483838384

8283

818181

7981

79

1313131313

9

58

1210131112111512101614141312141010141410131414141114131616151914

18

4

44

5

5

4

44

9,16010,590

2,1234,5473,310

610

305304307305313305305309305307275304307300306306302249306305303308305305308302307309305307304295304297306

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRob

InnsfMaryb

RmaMCH

CalTmbaBund

RBWHMtIsa

TPCHQEII

RdclfMkyGymCrnsBilo

HBayIps

EmldPAHTTH

RdlndCab

NmbrKroyMAH

GdstnBeaud

WckGCHCapLgn

RocknPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

18

6.3 Doctor or nurse discussed patients' worries/fears about conditions or treatments

Patients or parents/guardians of patients who had worries or fears about their / their child's condition or treatment were asked: Did a doctor or nurse discuss these worries or fears with you?

515355

5150

63

676059

6360

586062

5956

6163

4949

53495052

5048

525051

4952

464847

5342

4844

4748

36

2931

3232

3031

2833342430332924

2832

1914

373829373330333829

3330322737

32332141

263325

1843

201513

1720

6

477

1310

911

141312

2023

1313

1814

16181714

1918

1918

2117

2020

2717

2524

2834

21

2,3352,675

5681,163

748196

1128481806776916572795681577962

10065757485749090937982717258737371744787

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHPAHTTHCalIps

RBWHMky

BeaudNmbr

MarybHBayRma

RdlndBundMAHWckCab

GCHRdclfQEIICrnsRobLgn

InnsfTmbaGdstn

CapMtIsa

TPCHEmldKroyGymBilo

RocknPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

19

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

7173747273

76

77767778777779

757577

727776

74737374

7270

75717274

727473

6971

6968676969

6664

191717

1715

18

20171514161412

181614

21141417

171817192116

201913161314

19171919

191716

1618

888

910

5

67

66786876

710698877

69

8119

121210121110

1110

101515

56

9,17410,606

2,1294,5593,307

611

305306314305308303304309304303309308305275303305310305308304305305306307304249309310295304298305305306305

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHRmaMky

RBWHCal

TTHTmbaMarybEmldPAHCab

BundMtIsaNmbrCrnsMAHWckQEIIRob

TPCHRdlnd

CapInnsfGymBiloIps

HBayGCHRdclf

LgnKroy

GdstnBeaudRockn

Percentage (%)

►M

ore

favo

urab

le►

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



Patients Responding

20

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

All patients or parents/guardians of patients were asked: Sometimes doctors and nurses might talk in front of a patient as if they weren't there. Did this happen to you?

82828182

8681

89888989

8686888887

8486

828285

8282818282828384

808082

8079

8279

7880

7880

7878

1112

1312

1014

8878

1211768

138

15138

131314121213108

15161214169

1316131612

1313

766656

44

566

645

7554665

7855

765

976

86

99

10

9,06310,484

2,0964,5043,283

601

313305302305302303300303302245268304303306301306295300305304303301299301304302305300303301306294301290302

Qld 2011Qld 2013

PR&SLge

M & SChild

RmaGymInnsf

TmbaCal

MkyRdclf

GdstnCapBilo

MtIsaPAH

RdlndCabIps

MAHNmbrMCH

BeaudWck

RBWHMarybTPCH

RobTTHKroy

HBayEmldBundRCHQEIILgn

CrnsGCH

RocknPercentage (%)

►M

ore

favo

urab

le►

No Yes, to some extent Yes, definitely



Patients Responding

21

7 Care and treatment Patient involvement in decisions about their care has multiple benefits. It encourages patients to take greater responsibility for their own health, which may lead to reducing risk factors and associated ill health. Patients involved in decisions about their care are also likely to report higher overall satisfaction with their care.

Patients are better able to engage in decisions about their care when they are provided with sufficient information.

Availability of staff to attend to patients when needed is essential for patients to receive individualised care.


1. Overall, did you feel (you were / your child was) treated with respect and dignity while in the Emergency Department?

2. Overall, did you feel (you were / your child was) treated with kindness and understanding while in the Emergency Department?

3. While you were in the Emergency Department, how much information about (your / your child's) condition or treatment was given to you?

4. Did you get answers that you could understand?

5. Was this because you didn't have any questions, or for some other reason?

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

7. Were (you / your child) given enough privacy when being examined or treated?

8. If (you / your child) needed attention, were you able to get a member of staff to help you?

9. Sometimes in a hospital, a member of staff may say one thing and another may say something quite different. Did this happen to you in the Emergency Department?

10. Were you involved as much as you wanted to be in decisions about (your / your child's) care and treatment?

11. How many of the staff treating and assessing (you / your child) introduced themselves?

22

7.1 Treated with respect and dignity All patients or parents/guardians of patients were asked: Overall, did you feel (you were / your child was) treated with respect and dignity while in the Emergency Department?

8988888888

94

959392929191909090908989888989898888888887878788

878787

8585858585

838383

1010111111

6

5678989

1089

1011111099

101210111111108

11101015131213121414

14 4

9,20210,622

2,1344,5643,313

611

305306308305305303306304305306308309305305310313306309306304310307248275310308305306306298305308307296305

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCH

RBWHMaryb

CalEmldTTHRob

RdlndBundInnsf

IpsTPCH

CapTmbaRmaGymPAHMky

NmbrHBayQEIIBilo

MtIsaMAHCabWckCrns

RocknLgn

GdstnBeaud

KroyGCHRdclf

Percentage (%)

►M

ore

favo

urab

le►

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



Patients Responding

23

7.2 Treated with kindness and understanding All patients or parents/guardians of patients were asked: Overall, did you feel (you were / your child was) treated with kindness and understanding while in the Emergency Department?

Not asked in 201186868685

93

9593

9292

908991

898989

8787888787878686858586

8485838585848583828281828281

12131213

7

5687

10116

1199

1212101211111311141412151316131215121516171715

1316

4

10,6232,1344,5643,314

611

305305306306314305302304308310309308308306249306304306308310305306305309306275305298305307305296310305307

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMaryb

MkyMCHRma

TPCHEmldRob

RBWHTmba

IpsInnsfCab

BundBilo

CrnsNmbrGymQEII

HBayGdstn

TTHRdlnd

PAHCap

MtIsaCalLgn

WckBeaudRockn

GCHMAHRdclfKroy

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

24

7.3 Amount of information about condition or treatment provided

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


8082838184

89

908988

8687

86868586

848584858483848383828281828180808082

807979

777778

7775

1413131312

8

799

11811

11129121211101112111411151413

111416

151591418

1520

18141518

54454

4

5

45444

5

44

65

54

964

6

4865

9,09910,548

2,1184,5263,293

611

305313306303302303305303306301307306305303273303303308303304306305303302301248305307298305309295304301297

(111)(78)(16)(39)(23)

(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRmaMCH

CalEmldMky

InnsfGdstn

TTHMaryb

RBWHPAHCrns

RdlndMtIsaRdclfWck

TmbaBeaud

GymQEIICabRob

BundTPCH

BiloIps

HBayNmbr

CapMAHGCHKroy

RocknLgn

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 ortreatment



Patients Responding

(Don't know)

25

7.4 Understandable answers to patients' questions Patients or parents/guardians of patients who asked questions about their / their child's care and treatment were asked: Did you get answers that you could understand?

7879797879

88

908787

85828483

81838281

8082

79788181808180

7781

7979

777878

7576

747575

7370

67

171617

1717

11

101211

121713

1417131416181318201515171316211216151817162219231818

1922

24

54454

4

5

444

55

75656645

67889

6,6037,5401,5043,2162,264

556

277279215205231210200215230219235196216212210225214205209215204196197222214220221225170214218204215208194

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHEmld

RBWHMky

MarybInnsf

CalRobRmaMAH

BeaudCrnsWck

BundTTH

IpsGdstnMtIsaPAH

TPCHHBayKroyQEIICabCap

TmbaGCHBilo

NmbrRdlndRdclfGym

RocknLgn

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

26

7.5 Reasons patient did not ask questions about care and treatment

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

8687878689

96

1009593

8787

8293

8588

9691

8982

888685

8292

8390

8489

9582

9381

8784

889494

7487

8473

121011

118

57

1312

176

1411

710

1610

1213

156

147

148

154

169

127

208

1020

4

4566566

2,3672,825

5681,238

96752

267881778483738098928387789684639087687189

102949882826984918426

1065782

100

(16)(11)

(1)(6)(3)(1)

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

(63)(70)(16)(24)(28)

(2)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRdlndEmldTTHCapPAHBilo

CrnsInnsf

RBWHMaryb

CabTmbaRdclf

CalGCH

IpsRmaMAHMky

TPCHBeaudGdstn

LgnGymQEIIRob

NmbrRocknBundMCHHBayMtIsaWckKroy

Percentage (%)

►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)

27

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

All patients or parents/guardians of patients were asked: How much information about your condition or treatment was given to your family, carer or someone close to you?


8586

Not asked for Child

929090898989898888888888878787878786858584858584848383838383

818080

Not asked for ChildNot asked for Child

1412

1414

8101011111111121212121212131313131414141515151616161616171717

1919

5,2721,1952,4881,589

159170121156154199163186165179166188106181137154147154173181188168148141132173170161176164100165147

(80)(17)(34)(29)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

MkyTTHRmaGCH

RBWHIps

InnsfCabCal

MAHTmbaPAH

MtIsaHBay

MarybWckKroy

GdstnCrns

NmbrBund

RdlndEmldCapGym

TPCHQEIIRob

RdclfBeaud

BiloLgn

RocknMCHRCH

Percentage (%)

►M

ore

favo

urab

le►

The right amount Too much Not enough



Patients Responding

(Don't know)

28

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


868988889090

96949394939393929292

91919191919190909090

88898988888786878785

82848483

79

119

10988

6756567558777768988

1199

101010129

101116131112

15

4

4

454

6

9,18310,598

2,1284,5553,304

611

313304307248309308305301309305306305306275306303305304306305310305308304303304304305306306307296305307298

Qld 2011Qld 2013

PR&SLge

M & SChild

RmaMarybBeaud

BiloPAHCabCap

EmldHBayGym

RBWHMky

TmbaMtIsaMCH

CalRdlndRdclfBundTTHMAHRCH

IpsWck

NmbrRob

TPCHGdstn

KroyRockn

InnsfGCHCrnsQEIILgn

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

29

7.8 Assistance from staff when needed All patients or parents/guardians of patients were asked: If (you / your child) needed attention, were you able to get a member of staff to help you?


6973

71737675

8584

797981

77787778777777

74737474737474

73727474

7071717071697071

706970

64

2623

24232124

1413

211914222020172019202424222425222124252222282526

2624262422252724

30

5444

4

4

44

44

45

4464575466

7,3618,3681,7443,6252,572

427

251241219240232230188254236237234225252254262247250246239231208248252248246238240212248236240256232245251

Qld 2011Qld 2013

PR&SLge

M & SChild

RmaRob

RCHMky

EmldMaryb

BiloCabCapKroy

BeaudGymInnsf

IpsCrns

TmbaTTHPAH

RBWHGdstnMCH

CalQEII

BundRockn

WckTPCHMtIsaMAHHBay

LgnNmbrRdlndRdclfGCH

Percentage (%)

►M

ore

favo

urab

le►

Yes, a member of staff was always present or I could always get help when needed

Yes, sometimes

No, I could not find a member of staff to help



Patients Responding

30

7.9 Conflicting information provided by staff All patients or parents/guardians of patients were asked: Sometimes in a hospital, a member of staff may say one thing and another may say something quite different. Did this happen to you in the Emergency Department?

818283828483

8988878786848687

8385

838584

818383828384

8283828284

8283

8180818180

78777678

10109

10912

7898

101286

128

1289

14109

1297

108

1010586

101189

101212139

988874

54554

675

75

774

776

898988

119

1199

101010101110

12

9,11010,540

2,1174,5233,296

604

300307303307312301300304307304303305302301302305302249273302305304303306302302307308307305304303305296294

Qld 2011Qld 2013

PR&SLge

M & SChild

EmldInnsfGym

RBWHRmaRCHTTH

MarybBeaud

QEIIMCHTmbaNmbrRdlnd

CalIps

RobBilo

MtIsaTPCH

MkyMAHWckCab

RocknCapPAH

HBayKroyCrns

GdstnRdclfBund

LgnGCH

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

31

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

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

7779797880

85

85838587

8482818181808182

7980817980

7880807978777979

7778777876

74757373

69

161516

1615

12

1314126

1114161415161412171414161417141414161713131714171417

201820

1724

765

75

4754

44456

55454

66766

886

86

876

87

107

8,6229,9591,9714,2713,107

610

305285305283279302282283288285238287281289282292282290288286289282292283281277268295289274284283288272290

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHInnsfMCHEmldPAHRma

RBWHBeaud

MkyTTHBiloCabCal

WckRob

MarybIps

CrnsBundRdclfGymCapKroy

TmbaHBayNmbrMtIsaMAHQEIIGCH

TPCHGdstnRdlnd

LgnRockn

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

32

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


71747474

7277

7983

8075

79767777

8080

757474

707475757575

7175737274

7170

737372717372

6865

60

212022

1920

19

2013

152316

2018

181313

202121

252020181918

2418

19211822

24181819

191618

2123

28

654

56

4

4

544

444

544555

786645

7657

77

89

7 5

8,93110,372

2,0834,4533,231

605

303307295300302300299302299243299296295292302300303298297300269300300293296297304303295301298288302296298

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRmaRob

RBWHCabPAH

MarybMCHCapBilo

CrnsMky

TPCHGCH

RdlndTmba

IpsMAHNmbrTTH

MtIsaBundHBayEmldRdclf

CalQEIIGym

GdstnRocknBeaud

LgnKroyInnsfWck

Percentage (%)

►M

ore

favo

urab

le►

All of them Some of them Very few of them None



Patients Responding

33

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

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

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

34

8.1 Reason for tests explained in understandable way Patients or parents/guardians of patients who had tests during the Emergency Department visit were asked: Did a member of staff explain why (you / your child) needed these tests in a way you could understand?

838585

8386

91

93919191

908990898790

88888788

858586868587

828485

82838383828181

79797981

75

1099

108

7

67757747948876

11109896

1498

131198

11111114131210

13

765

76

444644

6456645666

84

7856897887889

12

5,8646,6791,5963,1161,695

272

130142156109182224155161222134227230163165235165210216226159223177214202117240238232234195232199201149215

(78)(55)(17)(22)(16)

(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHMtIsa

BiloMkyPAHEmld

MarybRBWH

RmaTTH

NmbrGdstn

WckRob

InnsfBundTmbaMAH

BeaudTPCH

GymCabCal

CapQEIIGCHRdclf

IpsHBayCrns

RocknRdlnd

KroyLgn

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

(Don't know)

35

8.2 Test results explained in understandable way Patients or parents/guardians of 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?

8686868686

92

9593929293929190

898989908989

8787888788

85858584838484848484

828483

817979

1112111212

7

57876679

11101189

912119

119

121313151714141313131612141720

18

4

4

4,2304,8971,2102,3261,141

220

6811410311794

16114110670

15411415218117110817213410219117416416010594

165166172172174141190138157116156

(15)(11)

(4)(5)(2)(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

BiloEmldRCHMCHWck

TmbaMky

BeaudCapIps

MarybRdlnd

RobPAH

MtIsaCrnsGymRmaTTH

RBWHGCHBundInnsfKroyCab

TPCHRdclfNmbrMAHHBayQEIICalLgn

GdstnRockn

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

(Don't know)

36

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 / your child) in any pain while in the Emergency Department?

2. Do you think the Emergency Department staff did everything they could to help control (your / your child's) pain?

37

9.1 In pain All patients or parents/guardians of patients were asked: Were (you / your child) in any pain while in the Emergency Department?

64656567

6153

6163

69636366

70

686667

6270

6765

6265

7170

6769

6765

6357

6165

5866

635757

5259

5157

36353533

3947

3937

31373734

30

323433

3830

3335

3835

2930

3331

3335

3743

3935

4234

374343

4841

4943

9,16310,590

2,1314,5503,310

599

305295303309308305306

305307310308296309302306273308304305303306308

308249305306303304305308305314303

298301

Qld 2011Qld 2013

PR&SLge

M & SChild

CrnsGCHNmbrPAH

RBWHTPCH

TTH

BundCab

HBayIps

LgnMAH

MarybMky

MtIsaQEII

RdclfRdlnd

RobRocknTmba

BeaudBiloCal

CapEmld


MCHRCH

Percentage (%)

Hos

pita

ls o

rder

ed b

y pe

er g

roup

Yes No



Patients Responding


Large Hospitals



38

9.2 Everything possible done to control pain Patients or parents/guardians of 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 control (your / your child's) pain?

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

78757674

7083

898281

7980

7882

787778797778

76767473

7172717273

6969706969687171

676768

6464

141515

1517

11

91012

1512157

13141310121114

1315

16201618161422

19181920201414222016

2019

8109

1113

6

876

87

1199

1011101110

11111110

11111213

91212121212

1515

1113

161617

5,8176,5581,3322,9681,936

322

175190200206147206189193221188200200181182177183195190203186179166186213197180192188138192170206186186167

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRBWH

BundRob

MCHTTHMky

NmbrQEII

MarybTmba

CabCrnsEmldRma

GdstnRdlndTPCHRdclfPAHInnsfMtIsaGCHMAH

RocknCal

HBayGymBiloIps

KroyLgnCap

BeaudWck

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

39

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?

2. How clean were the toilets in the Emergency Department?

3. Were (you / your child) able to get suitable food or drinks when you were in the Emergency Department?

4. While you were in the Emergency Department, did you feel bothered or threatened by other patients or visitors?

40

10.1 Cleanliness of Emergency Department All patients or parents/guardians of patients were asked: In your opinion, how clean was the Emergency Department?

737576

7481

66

91898888878788

828181

798282

817981

7875777675

7378

76737274

7265

7171

6161

5854

242221

2318

32

8111212131310

171819211716182016

21242222

23261921

252623

243325

223635

3436

4

46

8

8,96010,386

2,0744,4523,252

608

305299299300303310303300296298297246296300301303303305298300298298297302297299303299292302270303281299284

Qld 2011Qld 2013

PR&SLge

M & SChild

CapCal

MkyRob

BeaudRmaInnsfPAHEmldBund

RBWHBilo

TPCHTTHMAHGym

MarybRCHWck

NmbrHBayRdclfCrns

RocknKroy

RdlndTmba

CabGdstn

QEIIMtIsaMCH

LgnIps

GCHPercentage (%)

►M

ore

favo

urab

le►

Very clean Fairly clean Not very clean Not at all clean



Patients Responding

41

10.2 Cleanliness of toilets All patients or parents/guardians of patients were asked: How clean were the toilets in the Emergency Department?

66686769

7450

8685

8991

8379

76777977

747575

747372

6868

626867

6170

6562

677072

6269

606363

4542

2726

2425

2042

1415

86

1619

222018

19232121

2323

2227

2633

2526

3421

2732232019

3120

332828

4634

45

644

7

45

54

44

655

88

47

4788

16

7

4

9

4,5104,9081,0832,1151,385

325

113115112142163112128181107166127151109149124159153134160156133149142130148142123107152161141164133165157

Qld 2011Qld 2013

PR&SLge

M & SChild

MkyRmaCap

BeaudPAHBilo

WckMAHEmldBund

MarybTPCHHBay

RobCal

InnsfRBWH

CabRCH

NmbrTmbaRdlndRocknGdstnRdclfTTHGym

MtIsaQEIICrnsLgnIps

KroyMCHGCH

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

42

10.3 Availability of food and drink All patients or parents/guardians of patients were asked: Were (you / your child) able to get suitable food or drinks when you were in the Emergency Department?


7270

8686858585

8282818080797878777676767575747474747472727170

68656464636262

242223

2830

1414151515

1818192020212222232424242525262626262628282930

32353636373838

4,112924

1,7551,159

274

14114212612214914212910511312512410512311712193

13597

131109110126107113123123113117108113115729893

132

(77)(21)(32)(17)

(7)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

PAHRCH

TmbaBundNmbrMAH

CalRmaCab

RdlndTTHMky

RocknRob

GCHGymCrnsBilo

RBWHHBay

IpsRdclf

BeaudMaryb

LgnTPCHInnsfWckQEIIKroyCap

EmldGdstnMtIsaMCH

Percentage (%)

►M

ore

favo

urab

le►

Yes No



Patients Responding

(Don't know)

43

10.4 Patients feeling bothered or threatened by patients/visitors

All patients or parents/guardians of patients were asked: While you were in the Emergency Department, did you feel bothered or threatened by other patients or visitors?


9193

9193

9793

99989898979897979797979696959595949494

939493939494

9191919191

8990898888

65

65

5

44

5547454

76767

85688

45

44

4

9,20110,621

2,1344,5643,313

610

313305306249303306305308303308306308307305310305305304304305310298309305305310306305306275308309306308296

Qld 2011Qld 2013

PR&SLge

M & SChild

RmaCal

CapBilo

EmldMky

RCHInnsfWck

BeaudGymQEIIKroy

TPCHHBayGdstnRdclfNmbr

RobBundTmba

LgnPAH

MarybRdlndMAHCrnsMCHTTH

MtIsaCabIps

RocknRBWH

GCHPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

44

11 Leaving the Emergency Department - Delays Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, 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. Other transport

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

9. Something else (please specify)

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

1. Patients delayed leaving Emergency Department

2. Reasons for delay in leaving Emergency Department

Note that the way these questions were asked differs from how they were asked in the 2011 survey and therefore no testing for significant differences between 2011 and 2013 has been undertaken for this topic. Similarly, the 2011 estimates are not included in the graphs as any comparison would be misleading.

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

45

11.1 Patients delayed leaving Emergency Department The questions in this topic were combined to indicate whether patients who were/whose child was discharged from the Emergency Department were delayed for any reason once (their / their child's) medical care was finished and (they / their child) were ready to leave the Emergency Department.

Not comparable62

5661

7267

858180

7676

7373

71706969

666665656464646463636261

5958585756565656

52525150

3844

3928

33

151920

2424

2727

29303131

343435353636363637373839

4142424344444444

48484950

7,9011,3813,3802,646

494

246199250247256222230261265243242232254216207206218252236248216216232184224221245224207202244181191196188

Qld 2011Qld 2013

PR&SLge

M & SChild

EmldBilo

WckBeaud

CapInnsfMkyGymRma

MtIsaMCHKroy

MarybTmba

RBWHRob

HBayRCH

GdstnRdlndRockn

TTHCalIps

CabRdclfMAHLgn

BundCrnsQEIIGCH

TPCHPAH

NmbrPercentage (%)

►M

ore

favo

urab

le►

Not delayed Delayed



Patients Responding

46

11.2 Reasons for delay in leaving Emergency Department Patients and parents/guardians of patients who were delayed when leaving the Emergency Department gave the following reasons for their delay.

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%.

3

7

9

18

20

26

31

45

5

3

6

20

10

23

20

56

2

9

9

20

18

20

24

38

2

7

9

19

23

27

28

44

4

7

9

17

20

27

41

44

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

Something else

Equipment oraids

Services afterleaving hospitalto be arranged

Medications

Transport

Test results

Letter for(their / theirchild's) doctor

Someone todischarge (them/ their child)

Per cent

PR&S Lge M & S Child Qld

47

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, were asked the following questions:

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

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

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

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

48

12.1 How to take new medications explained Patients or parents/guardians of patients who were prescribed new medications before leaving the Emergency Department were asked: Did a member of staff explain to you how (you / your child) should take the new medications?

82828282

7994

9595

929191

9085

898786

8384

7784

8282

80828383

7977

7481

767780

747878

7577

7574

68

7666

6

10

49

520477

126

913

17

118

11

6

5

12

45

58

4

44

54

8

6

4

6

9

7179

77

1215

61510

77977

45554

7

55

1011

85

1011

99778

128

61314

75

158

10

1,8851,784

31278360188

4449594442374471564253443439515960406547633860536944595756404943456464

(12)(15)

(5)(10)

(0)(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

MCHCabMky

RCHRob

BundPAHRma

RocknLgn

InnsfIpsCal

RBWHRdclfCrns

MarybTPCHEmldTTHWck

GCHCap

MtIsaRdlndHBay

BeaudTmbaMAH

BiloKroy

GdstnNmbrGymQEII

Percentage (%)

►M

ore

favo

urab

le►

Yes, completely

Yes, to some extent

No

I did not need an explanation



Patients Responding

(Don't know)

49

12.2 Purpose of new medications explained Patients or parents/guardians of 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 / your child was) to take at home in a way you could understand?

83868586

8391

9493

909191919192

89868987898887898888

8589

8785

8280

8485

838081

7375

8076

7470

7666

84

754

51268567

44

10

58

141554

79

621154

104

11

44

5

48

8

8

7675

65

4

4

655

4

7465

87

644

45

9875788

1414

16

1,8891,793

31678960088

5465424451445971564940643741606139484557435341614439446958346364465849

(8)(6)(1)(4)(1)(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

MtIsaEmld

LgnRCHRdclfMCHCrnsRma

RocknCabBilo

GymBundRobCapMky

RBWHTTH

IpsMAH

GdstnInnsf

TPCHMarybHBayGCHPAH

RdlndTmba

CalWckQEII

NmbrBeaud

KroyPercentage (%)

►M

ore

favo

urab

le►

Yes, completely

Yes, to some extent

No

I did not need an explanation



Patients Responding

(Don't know)

50

12.3 Told about side effects of new medications Patients or parents/guardians of 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?

445050504848

705559596058

5650

5656

5454

5155

5154

494851

474750

44454847

4546

4141

45373838

29

989

8612

516

64

8175

65

11

11

11125

11115

151257

107

159

1310

57

26222022

2326

1217

215

1311

1718

2319

2413

24201224

1720

2120

3031

2022

1721

2231

3028

3422

4035

38

20202120

2314

1212

1432

2528

191416

2216

2714

2226

192321

2322

1315

2121

292523

1613

2221

2812

2226

1,8521,752

31176559086

4041593971425939526342564351634648384258514446665852595643634262374833

(45)(47)

(6)(28)(11)

(2)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

BiloRob

BeaudRBWH

RmaLgnMky

TPCHMAHGym

HBayRocknMCHInnsfEmldTTHCab

GCHIps

CapRdclfPAH

NmbrRdlndMarybMtIsaCrns

TmbaRCHQEII

GdstnWck

BundKroyCal

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)

51

13 Leaving the Emergency Department - Information Patients aged 16 years or more, and parents/guardians of patients aged less than 16 years, were asked the following questions:

1. Were you given enough information about how to manage (your / your child's) care at home?

2. Before you left the Emergency Department, were you given any written or printed information about (your / your child's) condition or treatment (excluding letter for doctor)?

3. Did a member of staff tell you when (you / your child) could resume (your / their) usual activities?

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

5. Did hospital staff tell you who to contact if you were worried about (your / your child's) condition or treatment after you left the Emergency Department?

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

52

13.1 Given enough information about how to manage care at home

Patients who were/whose child was discharged from the Emergency Department were asked: Were you given enough information about how to manage (your / your child's) care at home?


83

848384

817978777777767677

71737375

72737475

737173

69707072

6768

6763

68666564

1619

1616

13

13139

11141414131214141223181714191714111617142119171222182228162021

19

109

1211

4

44

78789

10119

1011

699

119

1012

141111

13101113

1611

1312

9161414

17

6,3691,1132,7242,085

447

219228212194191202171165173168153192157144199210158150199178152171179191177172174173204200154207183191178

(25)(4)(9)

(12)(0)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

MCHRCHRmaEmldMky

MarybTmbaBundRob

RBWHGCH

RdlndCrns

IpsWckGymPAHBilo

MtIsaInnsfNmbrTTHCal

BeaudKroyRdclfCab

HBayCapQEII

TPCHMAH

RocknGdstn

LgnPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

(Don't know)

53

13.2 Given written/printed information about condition or treatment

Patients who were/whose child was discharged from the Emergency Department were asked: Before you left the Emergency Department, were you given any written or printed information about (your / your child's) condition or treatment (excluding letter for doctor)?


3539

4335

3261

6261

525251

4544434341

3939393838373635343333

3130303029282827

222121

191917

6561

5765

6839

3839

484849

5556575759

6161616262636465666767

6970707071727273

787979

818183

4,5934,274

7691,8801,313

312

15016213611112410710510412413815212212211311112214898

11412311612313710611311811613612711613112911612282

(119)(103)(22)(48)(27)

(6)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHRob

GCHCrnsPAH

NmbrBund

CalMAHQEII

RdclfTmba

TTHRBWH

WckGym

TPCHMkyCab

GdstnRma

RdlndEmld

IpsMarybHBay

RocknLgn

InnsfBeaud

KroyCap

MtIsaBilo

Percentage (%)

►M

ore

favo

urab

le►

Yes No



Patients Responding

(Don't know)

54

13.3 Advised when to resume usual activities Patients who were/whose child was discharged from the Emergency Department were asked: Did a member of staff tell you when (you / your child) could resume (your / their) usual activities?


5862616161

73

7574

7272

6267

6566646464

596467

6165

5964

596263

5962

5860595858

5558

575657

5448

111114

1010

9

107

96

2211

139

111110198

125

166

1676

137

1510111312178

12128

99

322725

3029

18

151919

2215

2222

26252525

2128

3126

3025

3026

303128

3227

3030293028

333232

3637

43

4,6014,681

8142,0651,480

322

16916315312510514314315312511913611713712512010992

161108128147144111139135167121146109148131159131143119

(73)(45)(16)(15)(10)

(4)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHRmaMCH

TmbaNmbrWckMky

MtIsaRBWH

CrnsMaryb

PAHRobCapKroyInnsf

TPCHQEIIBiloCabTTH

EmldIps

LgnRockn

MAHBund

GdstnGCHGym

CalRdlndRdclf

BeaudHBay

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

(Don't know)

55

13.4 Advised about danger signs of illness/treatment Patients who were/whose child was discharged from the Emergency Department were asked: Did a member of staff tell you about what danger signs regarding (your / your child's) illness or treatment to watch for after you went home?


576364

5960

80

8279

7072

696668

65666566

63636261

596162

586062

59595959

565559

5555

5357

5152

49

1514

151414

11

1310

149

10161217141613171617

1418131218139

1314

121218181118

161911

2012

17

282321

2626

9

511

1619

2118

21192019

22202121

2523

262623

27292727

29292626

3027

2928

3229

3534

5,0715,300

9312,2941,678

397

202195144170158132142150154129115126128150124132148157166145138154149158168158148171164167153173152136144

(84)(75)(16)(36)(16)

(7)

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

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCH

RBWHRmaEmldGCHBund

CalRobPAHBilo

TPCHCrns

TmbaNmbr

IpsTTHWck

MarybRocknRdclfMkyCabCap

MtIsaQEII

GdstnMAH

RdlndLgn

BeaudGymKroy

HBayInnsf

Percentage (%)

►M

ore

favo

urab

le►




Patients Responding

(Don't know)

56

13.5 Advised who to contact if concerned about condition/treatment

Patients who were/whose child was discharged from the Emergency Department were asked: Did hospital staff tell you who to contact if you were worried about (your / your child's) condition or treatment after you left the Emergency Department?

7373

7771

6881

8281808079

7777777676757474747373737372717171707069696767676666656363

57

2727

2329

3219

1819202021

2323232424252626262727272728292929303031313333333434353737

43

6,7467,7091,3433,2932,598

475

245230170189201189246193185217213196224214202263228180244238237242195230212215253253217220229241246210242

(236)(190)(38)(86)(47)(19)

(7)(12)(11)

(7)(6)(2)(7)

(13)(3)(6)(3)(6)(6)(2)(5)(2)(4)(4)(2)(5)(8)(2)(4)(2)(4)(7)(8)(3)(7)(2)(7)(7)(4)(8)(4)

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHMCHGCHPAH

RBWHTPCHMaryb

RobNmbr

CabTTHCrnsMky

TmbaBundRma

CalIps

EmldMtIsaMAHQEIIBilo

KroyRockn

InnsfGymCapLgn

RdclfGdstnRdlnd

WckHBay

BeaudPercentage (%)

►M

ore

favo

urab

le►

Yes No



Patients Responding

(Don't know)

57

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, were asked:

1. Were adequate arrangements made by the hospital for any services (you / your child) needed?

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

58

14.1 Arrangements for services Patients who were/whose child was discharged from the Emergency Department were asked: Were adequate arrangements made by the hospital for any services (you / your child) needed?

Not asked in 201160

6457

6066

8379

7467666968

6667

5859

6462

65586059

6362

57575961

5556

6051

5055

5254

4751

4648

1412

1414

16

89

16159

7119

242311

146

21151679

1817

128

15146

2225

131714

221320

9

2624

2826

17

1512

1717

1923

2523

241719

2525

2921

2525

2929

2526

30313031

352726

3231

3331

3733

43

1,970352890607121

5858627366426258424363594752624763516364485556534249555559596155667250

Qld 2011Qld 2013

PR&SLge

M & SChild

RCHTmbaEmldWckGCH

TPCHGym

RBWHTTHBilo

MCHMkyPAH

MtIsaQEIIInnsfRma

MarybRob

RdlndGdstnNmbr

CabHBayCrnsCap

BundBeaud

LgnIps

RocknKroyMAHRdclf

CalPercentage (%)

►M

ore

favo

urab

le►




Patients Responding

59

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 / your child) go at the end of (your / your child's) time in the Emergency Department?

60

15.1 Destination after leaving the Emergency Department All patients or parents/guardians of patients were asked: Where did (you / your child) go at the end of (your / your child's) time in the Emergency Department?

2625

3323

1420

3035353534

2831

272121

3524

234

2510

1925

1329

2430

1615

98

1419

1025

1716

14

2217

46

4

5

565

11

55

7

54

119

44

58

74

7272

6573

8079

6662626364

6768

677274

6174

7485

7288

7973

8166

6969

798080

8381

7685

6676

7983

7882

9,18910,612

2,1314,5573,313

611

306296303309307304306

305307310308297309305306275308305305304306307

308249305306301305305308307314305

306305

Qld 2011Qld 2013

PR&SLge

M & SChild

CrnsGCHNmbrPAH

RBWHTPCH

TTH

BundCab

HBayIps

LgnMAH

MarybMky

MtIsaQEII

RdclfRdlnd

RobRocknTmba

BeaudBiloCal

CapEmld


MCHRCH

Percentage (%)

Hos

pita

ls o

rder

ed b

y pe

er g

roup

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



61

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

1. whether they saw or received any information in the Emergency Department about how to give feedback about the care they received.

62

16.1 Information on how to provide feedback All patients and parents/guardians of patients were asked whether they saw or received any information in the Emergency Department about how to give feedback about the care they received.

Not asked in 20111514151716

3325

22212120201918171717171717161615151514141414141312121212111010108

8586858384

6775

7879798080818283838383838384848585858686868686878888888889909090

92

9,9331,9824,2703,131

550

240287295286289280277285263289286291286300276291274292291278293287288283289281288283283283280286284278291

(689)(152)(294)(183)(60)

(9)(17)(19)(20)(16)(28)(28)(18)(12)(16)(18)(19)(20)

(8)(29)(19)(31)(16)(19)(26)(13)(18)(18)(22)(18)(27)(21)(13)(26)(22)(25)(20)(14)(28)(16)

Qld 2011Qld 2013

PR&SLge

M & SChild

BiloMaryb

RmaTTHGymQEIICal

EmldMtIsaWckRob

MAHBund

BeaudMCHHBayRCHCab

TmbaNmbr

CapRdclfMky

RdlndKroy

RBWHPAHGCH

IpsGdstnTPCH

CrnsLgn

RocknInnsf

Percentage (%)

►M

ore

favo

urab

le►

Yes No



Patients Responding

(Don't know)

63

Appendix A: General information

A.1 Survey objectives The objectives of the Emergency Department Patient Experience Survey 2013 were to:

• provide estimates of overall patient satisfaction at a statewide and health facility level

• provide estimates of patient satisfaction across components of Emergency Department care

• provide hospitals with data which can be used to measure and improve the delivery of Emergency Department services

• allow comparison with 2011 results.

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

A.2.1 Questionnaire design The 2013 survey questionnaire was based on the 2011 questionnaire, which in turn was based on the Accident and Emergency (A&E) Department Question Bank 2009 (© Care Quality Commission, UK), with some questions added, modified or removed.

The survey instrument and additional questions were developed by Queensland Health in conjunction with the Government Statistician's office to meet the specific objectives of the survey and the mode of administration.

A small number of new questions from the national set of core, common patient experience questions recently endorsed by the National Health Information Standards and Statistics Committee were included.

A.2.2 Scope Patients who visited Emergency Departments in Queensland's public hospitals between 1 May and 30 June 2013 were randomly selected on a monthly basis from the hospitals' Emergency Department information systems (EDIS and EDIS-Rural) to participate in the survey. In order for the patient to be considered in-scope, they needed to satisfy the following criteria:

• the patient attended an Emergency Department at one of the hospitals listed in Appendix B between 1 May 2013 and 30 June 2013

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

• the patient was a resident of Australia.

Patients were excluded if it was determined they:

• did not wait for treatment

• left after treatment had commenced

• were admitted to a mental health unit or ward

• were discharged to a nursing home or institution

64

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

• were deceased in the Emergency Department or subsequently

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

• presented with self-harm

• 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

• had requested an interpreter in the hospital

• usually resided outside Australia

• had refused consent to be contacted to provide feedback

• had been contacted as part of the Press Ganey Survey conducted by the Mater Hospitals

• were 16 years of age or older if they were a patient in one of the Children's Hospitals

• were under 16 years of age if they were a patient in any of the other hospitals.

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.

A.2.3 Sampling The total sample size for each hospital was calculated to provide a 95% confidence interval achieving a margin of error up to 6 percentage points either side of a point prevalence estimate of 60%.

Two months of patient data were used with the sample drawn each month as the data became available. 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.

A total of 17,784 patients were 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 1.

A.2.4 Peer groups The 35 public hospitals included in the survey were classified by Queensland Health into four mutually exclusive hospital peer groups:

• Principal Referral and Specialised Hospitals (PR & S - 7)

• Large Hospitals (Lge - 15)

• Medium and Small Hospitals (M & S - 11)

• Children's Hospitals (Child - 2).

For a list of hospitals in each peer group please refer to Appendix B.

65

A.2.5 Pre-approach letter and data collection A pre-approach letter was sent to all selected patients 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 admission 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.

A.2.6 Response rate The 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 on the frame (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.

A total of 10,626 interviews were achieved across the two months of interviewing, with an overall response rate of 60%. Table 1: Breakdown of responses by month of visit

Month May 2013 June 2013 Overall

Interviews Achieved

Response Rate (%)

Interviews Achieved

Response Rate (%)

Interviews Achieved

Response Rate (%)


1,024 62 1,110 56 2,134 59

Large Hospitals 2,425 63 2,140 58 4,565 61

Medium and Small Hospitals 1,674 60 1,642 55 3,316 58

Children's Hospitals 329 77 282 65 611 71

All surveyed hospitals 5,452 62 5,174 57 10,626 60

The survey results have been calibrated to the Emergency Department population characteristics, potentially removing non-response bias that might be present in the raw data.

66

A.2.7 Sample characteristics and weighting Weighting and benchmarking was applied to adjust for non-response in the sample and to standardise the results for each hospital.

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

• hospital

• age by hospital type (Children's Hospitals vs other hospitals)

• sex

• whether respondent had multiple contact numbers or not

• triage score (1 vs 2, 3, 4 or 5).

Estimates were then standardised by recalibrating the weights to standard population totals for hospital by age by sex. The standard population totals were calculated by apportioning the patient totals for each hospital according to the statewide proportion across all hospitals on the frame. To ensure comparability between 2011 and 2013 estimates, the 2011 data was restandardised to the 2013 population proportions. As a result, estimates for the 2011 survey may be slightly different from those published in the 2011 survey reports.

Table 2 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. Table 2: Sample characteristics

State Public Hospitals

Original (%) Benchmarked (%)

Triage category

Triage score 1 0.3 0.8

Triage scores 2, 3, 4 and 5 99.7 99.2

Gender

Male 49.4 50.4

Female 50.6 49.6

Age

Under 2 1.6 2.4

2 - 15 4.1 5.1

16 - 35 31.8 35.7

36 - 55 29.2 26.1

56 and over 33.3 30.7

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

67

A.3 Data analysis and presentation

A.3.1 Graphs Results 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 2011 and 2013, then the results for each of the peer groups.

Bottom section

The bottom section of the graph shows the results for each hospital ranked by their performance according to the most favourable categories, with the highest performing hospitals at the top. See Appendix D for more details of how hospitals were ranked for each graph.

In the case of neutral measures (those without a favourable-unfavourable interpretation), hospitals are ordered by peer group, and alphabetically within peer group.

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 2013 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 3.5. Smaller percentages are generally not printed to prevent them from obscuring the bars.

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 E.

68

A.3.2 Output interpretation Rounding

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

A.3.3 Significance testing Significance testing was performed for each measure between the 2011 and 2013 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.

A.3.4 Cautionary note There are differences between the methodology used to collect and analyse data from Children's Hospitals and other hospitals. These differences include:

• the use of parents as proxy interviewees for child patients

• the use of the age category variable to standardise responses between hospitals, a variable mutually exclusively distributed between the two groups

• the exclusion of child patients who attended hospitals other than Children's Hospitals.

Consequently, caution should be taken when comparing results for Children's Hospitals and other hospitals.

69

Appendix B: Peer groups

The 35 public hospitals included in the survey were classified by Queensland Health into four mutually exclusive hospital peer groups:

• Principal Referral and Specialised Hospitals (7)

• Large Hospitals (15)

• Medium and Small Hospitals (11)

• Children’s Hospitals (2).

The hospitals in each of the four peer groups are listed below.

Table 3: Hospitals in each peer group

PR & S Crns GCH Nmbr PAH TPCH RBWH TTH

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

First surveyed 2011 2011 2011 2011 2011 2011 2011

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

Large Hospitals Bundaberg 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 Health Service

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

M & S Beaud Bilo Cal Cap Emld Gdstn Gym Innsf Kroy Rma Wck

Medium and Small Hospitals Beaudesert Hospital Biloela Hospital Caloundra Health Service Capricorn Coast Hospital and Health Service Emerald Hospital Gladstone Hospital Gympie Health Service Innisfail Hospital Kingaroy Hospital Roma Hospital Warwick Hospital

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

Child MCH RCH

Children’s Hospitals Mater Children's Hospital Royal Children's Hospital

First surveyed 2011 2011

70

Appendix C: Definitions of favourable and unfavourable

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 4: Definitions of favourable and unfavourable responses

Section Question topic Favourable Unfavourable Excluded 3 Rating of care

received (overall satisfaction)

Excellent Very good

Good Fair Poor Very poor

Don’t know Refused

4.1 Main reason for attending Emergency Department2

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

4.2 Patient recall of triage process2

Yes Don't know No I did not discuss my

condition with a triage nurse

Refused

4.3 Sufficient privacy at triage


Did not discuss condition


4.4 Courtesy of Emergency Department receptionist

Excellent Very good

Good Fair Poor Very poor

Did not see receptionist


5.1 Length of time waited before being examined by a doctor or nurse2

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

5.2 Told expected wait time to be examined

Yes Information

shown on a (TV) screen

No Don’t know Refused

5.3 Told reason for wait to be examined2

Yes Information

shown on a (TV) screen

No Don’t know Refused

5.4 Patients ever worried they had been forgotten

No Yes Don’t know Refused

2 These questions were not considered for inclusion in the lists of top five areas of most and least favourable patient experience in the Executive summary.

71

Section Question topic Favourable Unfavourable Excluded 6.1 Condition and

treatment explained in a way patients understood

Yes, completely Yes, to some extent

No

Did not need Don’t know Refused

6.2 Doctors and nurses listened to patients

Yes, definitely Yes, to some extent

No




No

Did not ask Don’t know Refused

6.4 Confidence and trust in doctors and nurses

All of them Most of them

Only some of them None of them



No Yes, to some extent

Yes, definitely


7.1 Treated with respect and dignity

Yes, all of the time

Yes, some of the time

No


7.2 Treated with kindness and understanding

Yes, all of the time

Yes, some of the time

No



The right amount Too much

Not enough I wasn’t given any

information about my condition or treatment


7.4 Understandable answers to patients' questions


No


7.5 Reasons patients did not ask questions about care and treatment3

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


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 Sufficient privacy during examination or treatment


No



72

Section Question topic Favourable Unfavourable Excluded 7.8 Assistance from staff

when needed Yes, always A member of

staff was with me all the time

Yes, sometimes No, I could not find

a member of staff to help me


7.9 Conflicting information provided by staff

No Yes, definitely Yes, to some

extent




No

Not well enough


7.11 How many staff introduced themselves

All of them Some of them

Very few of them None of the staff

introduced themselves


8.1 Reason for tests explained in understandable way


No


8.2 Test results explained in understandable way


No


9.1 In pain4 n.a. n.a. n.a. 9.2 Everything possible done

to control pain Yes, definitely Yes, to some

extent No


10.1 Cleanliness of Emergency Department

Very clean Fairly clean

Not very clean Not at all clean


10.2 Cleanliness of toilets Very clean Fairly clean

Not very clean Not at all clean

Did not use Don’t know Refused

10.3 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



No Yes, to some extent

Yes, definitely


11.1 Patients delayed leaving Emergency Department

Not delayed Delayed Don’t know Refused


73

Section Question topic Favourable Unfavourable Excluded 11.2 Reasons for delay in

leaving Emergency Department5

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

12.1 How to take new medications explained


No I did not need an

explanation


12.2 Purpose of new medications explained


No I did not need an

explanation


12.3 Told about side effects of new medications


No I did not need this

type of information




No

I did not need this type of information



Yes No Did not need Don’t know Refused

13.3 Advised when to resume usual activities


No


13.4 Advised about danger signs of illness/treatment


No



Yes No Don’t know Refused

14.1 Arrangements for services Yes, completely Yes, to some extent

No


15.1 Destination after leaving Emergency Department5

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

16.1 Information on how to provide feedback

Yes No Don’t know Refused


74

Appendix D: Methodology used to rank hospitals for each graph

In most of the graphs in this report, hospitals 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 hospital. Hospitals 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 5: Weights used in sorting hospitals for each graph

Section Graph Title Weights Categories 3 Rating of care

received (overall satisfaction)

100806040200


4.1 Main reason for attending Emergency Department

n.a. n.a.

4.2 Patient recall of triage process

10050250

Yes Don't know No I did not discuss my condition with a triage

nurse 4.3 Sufficient privacy at

triage 100

500


4.4 Courtesy of Emergency Department receptionist

100806040200


5.1 Length of time waited before being examined by a doctor or nurse

100806040200

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 Told expected wait time to be examined

100500


75

Section Graph Title Weights Categories 5.3 Told reason for wait to

be examined 100

500


5.4 Patients ever worried they had been forgotten

1000

No Yes

6.1 Condition and treatment explained in a way patients understood

100500


6.2 Doctors and nurses listened to patients

100500



100500


6.4 Confidence and trust in doctors and nurses

10075250

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


100500


7.1 Treated with respect and dignity

100500


7.2 Treated with kindness and understanding

100500



10066.733.3

0

The right amount Too much Not enough I was not given any information about my

condition or treatment 7.4 Understandable

answers to patients' questions

100500


7.5 Reasons patients did not ask questions about care and treatment

100100

00

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


100500

The right amount Too much Not enough

7.7 Sufficient privacy during examination or treatment

100500


7.8 Assistance from staff when needed

100

500

Yes, always / A member of staff was with me all the time

Yes, sometimes No, I could not find a member of staff to help

me

76

Section Graph Title Weights Categories 7.9 Conflicting information

provided by staff 100

500



100500


7.11 How many staff introduced themselves

10075250

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

8.1 Reason for tests explained in understandable way

100500


8.2 Test results explained in understandable way

100500


9.1 In pain n.a. n.a. 9.2 Everything possible

done to control pain 100

500


10.1 Cleanliness of Emergency Department

10075250


10.2 Cleanliness of toilets 10075250


10.3 Availability of food and drink

1000

Yes No


100500


11.1 Patients delayed leaving Emergency Department

1000

Not delayed Delayed

11.2 Reasons for delay in leaving Emergency Department

n.a. n.a.

12.1 How to take new medications explained

1005000

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

77

Section Graph Title Weights Categories 12.2 Purpose of new

medications explained 100

5000

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

12.3 Told about side effects of new medications

1005000

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


100500



1000

Yes No

13.3 Advised when to resume usual activities

100500


13.4 Advised about danger signs of illness/treatment

100500



1000

Yes No

14.1 Arrangements for services

100500


15.1 Destination after leaving Emergency Department

n.a. n.a.

16.1 Information on how to provide feedback

1000

Yes No

78

Appendix E: Hospital results The tables within this section outline a few key details for each hospital 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 2011 and 2013. Analysis has been performed on the latter results to present statistically significant differences at the state and peer level. All analysis has been performed on the unrounded estimates and hospitals have been ordered alphabetically within each peer group.

In this appendix significance testing was undertaken on the estimated proportions 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 1 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 hospital and the peer group or state was performed excluding the hospital from the peer group or state 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.

79

The following notation has been used for annotating comparisons and items of note in the tables below and throughout this section. Note that symbols have only been applied to the 2013 results as these are the focus of this report.

Table 6: Key to symbols in tables of estimates

Symbol Interpretation

# Statistically significant difference between hospital and state results

$ Statistically significant difference between hospital and peer group results

~ Statistically significant difference between 2013 and 2011 results

^ Highest result in peer group

v Lowest result in peer group

* Confidence interval width between 10 and 30 percentage points

** Confidence interval width greater than 30 percentage points

80

Table 7: Key results for Principal Referral and Specialised Hospitals

Hospital Name Interviews Achieved

Response Rate (%)

Rating of care received (overall satisfaction) 2013


Excellent / Very good (%)

Good / Fair (%)

Poor / Very poor (%)


Good / Fair (%)


State public hospitals 10,626 60 74 23 4 77 19 3

Principal Referral and Specialised Hospitals 2,134 59 75 22 3 78 18 3

TPCH 305 63 76 21 3 79 18 3 PAH 309 59 80* 17#v 3 78 19 3 Nmbr 304 59 77* 21* 2 82 17 0 GCH 296 57 69v* 26~^* 5^ 78 15 7 TTH 306 60 72* 25* 4 79 18 3 RBWH 308 61 81^* 18* 2v 77 21 2 Crns 306 54 74* 24* 2 76 21 3

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Table 8: Key results for Large Hospitals


Response Rate (%)




Good / Fair (%)



Good / Fair (%)



Large Hospitals 4,565 61 72 25 4 77 20 3 MAH 310 61 75* 22* 3 82 17 2 Ips 309 66 68* 29* 2 71 25 4 Rdclf 305 61 68* 25* 7^ 76 22 2 QEII 308 61 74 23 3 73 23 5 Rdlnd 305 60 74 22 4 78 18 3 Lgn 298 61 64#$~v* 31#^* 5 75 22 3 Cab 308 63 71* 24* 5 77 19 5 Bund 306 59 75* 23* 2v 80 17 3 HBay 310 63 71* 25* 4 76 20 4 Maryb 305 62 79$^ 18v 3 77 20 3 Tmba 310 62 70* 26* 4 77 20 2 Rockn 306 59 67* 28* 5 77 20 3 Mky 306 61 77* 21* 2 78 20 2 MtIsa 275 50 67* 27* 5 75 21 4 Rob 304 60 78* 19* 3 81 16 3

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Table 9: Key results for Medium and Small Hospitals


Response Rate (%)




Good / Fair (%)



Good / Fair (%)



Medium and Small Hospitals 3,316 58 71 25 4 76 21 4

Beaud 308 60 70* 25* 5 74 21 5 Cal 305 64 76 22 2v 75 23 3 Gym 306 62 73* 23* 3 75 22 3 Kroy 307 52 64#v* 29* 7#^ n.a. n.a. n.a. Wck 305 56 69* 27* 4 n.a. n.a. n.a. Rma 314 57 79$^* 18v* 3 n.a. n.a. n.a. Bilo 249 54 67* 30^* 3 n.a. n.a. n.a. Emld 303 61 77* 19* 4 n.a. n.a. n.a. Gdstn 305 58 64#~* 29#~* 6 77 18 5 Cap 306 57 70~* 24* 7 81 15 4 Innsf 308 56 67* 27* 5 72 25 4

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Table 10: Key results for Children's Hospitals


Response Rate (%)




Good / Fair (%)



Good / Fair (%)



Children's Hospitals 611 71 83 15 2 82 16 2

MCH 306 67 81v* 16^ 3^ 80 16 4

RCH 305 75 88#^ 11#v 1v 84 16 1

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Appendix F: Adult Questionnaire

Emergency Department Patient Experience Survey 2013

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

Intro1: Could I please speak to [respondent’s name]? 1 Speaking to respondent 2 Contact will get respondent 3 No – Not here right now End survey 4 No – Away for extended period End survey 5 Refused End survey _______________________________________________________________________________

Intro2: We are interviewing people 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 [hospital] on [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 the Department of Health or any other body.

Can we start now? 1 Yes Go to Q1 2 No – arrange call back End survey 3 Refused End survey _______________________________________________________________________________

GH1: In general, would you say your health is - 1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 98 Don't know 99 Refused _______________________________________________________________________________

Q1: Before we begin, 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 _______________________________________________________________________________

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

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Q3: At the end of your time in the Emergency Department, were you - ? 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 (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 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 received in the ward. _______________________________________________________________________________

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 received in the Emergency Department? Would you say it was -

1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 6 Very poor 98 Don't know

99 Refused _______________________________________________________________________________

QS2: Overall, did you feel you were treated with respect and dignity while you were in the Emergency Department? The options are –

1 Yes, all of the time 2 Yes, some of the time 3 No 98 Don't know 99 Refused _______________________________________________________________________________

QS7: Overall, were you treated with kindness and understanding while you were 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 _______________________________________________________________________________

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QS5: Was the MAIN reason that you went 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 taken to the Emergency Department by the Ambulance 4 It was free 5 Your 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 needed to go to an Emergency Department 9 Somebody else decided that you needed to go to an Emergency Department 10 Or some other reason 98 Don't know 99 Refused _______________________________________________________________________________

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 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 condition with the triage nurse? Would you say …

1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not discuss my 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 _______________________________________________________________________________

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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 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 go to Q22; Otherwise go to Q15 _______________________________________________________________________________

Q15: Were you told how long you might have to WAIT TO BE EXAMINED? 1 Yes 2 Information shown on a (TV) screen 3 No 98 Don't know 99 Refused _______________________________________________________________________________

Q17: Were you told WHY YOU HAD TO WAIT to be examined? 1 Yes 2 Information shown on a (TV) screen 3 No 98 Don't know/can't remember 99 Refused _______________________________________________________________________________

Q22: At any point, did you ever feel worried that staff in the Emergency Department had forgotten about you?

1 Yes 2 No 98 Don't know 99 Refused _______________________________________________________________________________

Q25Int: The next group of questions is about the doctors and nurses. _______________________________________________________________________________

Q25: While you were in the Emergency Department, did a doctor or nurse explain your 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 98 Don't know 99 Refused _______________________________________________________________________________

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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 condition or treatment? 1 Yes 2 No 98 Don't know 99 Refused _______________________________________________________________________________


Q28: Did a doctor or nurse discuss these worries or fears 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 doctor/nurse 98 Don't know 99 Refused _______________________________________________________________________________

Q29: Did you have confidence and trust in the doctors and nurses examining and treating you? 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 _______________________________________________________________________________

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 -

1 Yes, definitely 2 Yes, to some extent 3 No 98 Don't know 99 Refused _______________________________________________________________________________

Q33Int: Now I have some questions about your care and treatment. Again, this just relates to the Emergency Dept.

_______________________________________________________________________________

Q33: While you were in the Emergency Department, how much information about your 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 condition or treatment 98 Don't know 99 Refused _______________________________________________________________________________

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Q34: Did you ask questions about your 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 _______________________________________________________________________________

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 _______________________________________________________________________________

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 _______________________________________________________________________________

This question is not included in the Child questionnaire.

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 _______________________________________________________________________________

Q38: Were you given enough privacy WHEN BEING EXAMINED OR TREATED? Would you say -


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Q39: If YOU needed attention were you able to get a member of staff to help you? Would you say -

1 Yes, always 2 Yes, sometimes 3 No, I could not find a member of staff to help me 4 A member of staff was with me all the time 5 I did not need attention 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 -


Q41: Were you involved as much as you wanted to be in decisions about your care and treatment? Would you say -

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 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 may have had. This is still just in relation to your care in the Emergency Dept.

_______________________________________________________________________________

Q43: Did you have any tests, such as x-rays, scans or blood tests, when you visited the Emergency Department?


If Q43 = 1 go to Q44; Otherwise go to Q47Int _______________________________________________________________________________

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Q44: Did a member of staff explain WHY YOU 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 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 -


Q47Int: Now I have a couple of questions about pain management. _______________________________________________________________________________

Q47: Were you in any pain while you were 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 control your pain? Would you say -


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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 _______________________________________________________________________________

Q52: How clean were the TOILETS 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 when you were in the Emergency Department? Would you say – (Interviewer: ‘Suitable’ means food or drink that you were able to consume.)

1 Yes 2 No 3 I was told not to eat or drink 4 I did not know if I was allowed to eat or drink 5 I did not want anything to eat or drink 98 Don't know 99 Refused For Child questionnaire Q53: Were you able to get suitable food or drinks for your child when you were in the

Emergency Department? Would you say –” (Interviewer: ‘Suitable’ means food or drink that your child was able to consume.)

1 Yes 2 No 3 He/She wasn’t allowed to eat or drink 4 I did not know if he/she was allowed to eat or drink 5 He/She did not want anything to eat or drink 98 Don't know 99 Refused _______________________________________________________________________________

Q54: While you were in the Emergency Dept, did you feel bothered or threatened by other patients or visitors? Would you say -


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

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Q61Int: Now some questions about leaving the Emergency Department. _______________________________________________________________________________

Q61: Once your medical care was finished and YOU were ready to leave the Emergency Department, were you delayed for any of the following –

1 Equipment or aids, such as crutches 2 Medications 3 Someone to discharge you, e.g. the doctor 4 Test results 5 Letter for your doctor 6 An ambulance or hospital transport 7 Other transport 8 Services after leaving hospital to be arranged, e.g. social services/follow up 9 Something else (please specify) 98 Don't know 99 Refused _______________________________________________________________________________

NAT4: Were you given enough information about how to manage your 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 _______________________________________________________________________________

Q64: Before you left the Emergency Dept., were any NEW medications prescribed for you? (INTERVIEWER: 'NEW' means medication R hasn't had before)



Q65: Did a member of staff explain to you HOW TO TAKE the new medications? Would you say - (INTERVIEWER: 'NEW' means medication R hasn't had before)


Q66: Did a member of staff explain THE PURPOSE of the medications you were to take at home in a way you could understand? Would you say -


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Q67: Did a member of staff tell you about MEDICATION SIDE EFFECTS to watch for? Would you say -


Q68: Before you left the Emergency Department, were you given any WRITTEN OR PRINTED INFORMATION about your condition or treatment? This may be a leaflet or brochure, but does not include a letter for your 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 could RESUME YOUR USUAL ACTIVITIES, such as when to go back to work or drive a car? 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 _______________________________________________________________________________

Q71: Did a member of staff tell you about what DANGER SIGNS regarding your illness or treatment to watch for after you went home? Would you say -


Q72: Did hospital staff tell you WHO TO CONTACT if you were worried about your condition or treatment after you left the Emergency Department?


NAT5: Were adequate arrangements made by the hospital for any services you needed? Would you say - (INTERVIEWER: '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 _______________________________________________________________________________

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Q79c: 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?


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 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 end _______________________________________________________________________________

Q82a/b: Now, thinking about after you left the Emergency Department and went to a Ward. Was there anything about your time in the Ward that you think could have been improved? (ALLOW MORE THAN ONE - DON'T READ OUT)

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 _______________________________________________________________________________

Thanks. That concludes the survey.

Your responses are strictly confidential. No personal information will be published or released. Your responses are protected by the Queensland Government's Statistical Returns Act, which means that penalties apply under the laws of Queensland for anyone who released your responses in a way which would identify you. 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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