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Queensland Health

Your Experience

of ServiceStatewide report

2016

Mental Health Alcohol and Other Drugs Branch

Queensland Health

Your Experience of Service — 2016 Statewide report Published by the State of Queensland (Queensland Health), August 2017

This document is licensed under a Creative Commons Attribution 3.0 Australia licence.

© State of Queensland (Queensland Health) 2017

You are free to copy, communicate and adapt the work, as long as you attribute the State of Queensland (Queensland Health).

For more information contact: Mental Health Alcohol and Other Drugs Branch Clinical Excellence Division Department of Health GPO Box 48, Brisbane QLD 4001 [email protected] (07) 3328 9846

Disclaimer: The content presented in this publication is distributed by the Queensland Government as an information source only. The State of Queensland makes no statements, representations or warranties about the accuracy, completeness or reliability of any information contained in this publication. The State of Queensland disclaims all responsibility and all liability (including without limitation for liability in negligence) for all expenses, losses, damages and costs you might incur as a result of the information being inaccurate or incomplete in any way, and for any reason reliance was placed on such information.

3

Contents

Foreword............................................................................................. 4

Executive Summary............................................................................. 5

Your Experience of Service................................................................................... 5

Family of Youth.................................................................................................... 5

About.......................................................................................................... 6

Your Experience of Service................................................................................... 6

Family of Youth survey......................................................................................... 6

Framework.......................................................................................................... 6

How the survey collection is implemented........................................................... 7

Your Experience of Service........................................................................... 8

Consumer participation....................................................................................... 8

Results across Queensland................................................................................. 14

Results within Mental Health Service Organisations............................................. 19

Results by service setting and target population.................................................. 23

Results by demographic characteristics............................................................... 24

Family of Youth............................................................................................ 28

Parent, family and carer participation.................................................................. 28

Results across Queensland................................................................................. 31

Results within Mental Health Service Organisations............................................. 35

Results by setting................................................................................................ 38

Results by demographic characteristics............................................................... 39

What’s next................................................................................................. 41Appendices................................................................................................. 42

4 | Your Experience of Service – 2016 Statewide report

The consumer experience is at the heart of mental health services: everything we do as clinicians, administrators, or technical experts should work towards improving the consumer experience and consumer outcomes. The Your Experience of Service (YES) initiative is an opportunity for consumers and families to tell us how well we are achieving this goal.

I am pleased to present the second statewide report of the YES initiative. During the collection period 24 October to 2 December 2016, more than 4000 YES and Family of Youth surveys were completed and returned. Reports have been provided to participating mental health services across Queensland for analysis and identification of service improvement activities which form part of the action planning process.

Queensland Health is committed to the ongoing collection of YES data: it forms part of the strategy to engage with individuals, families and carers as outlined in Connecting care to recovery 2016 -2021: A plan for Queensland’s State-funded mental health, alcohol and other drug services. Investments made for the 2017 collection include an upgrade to the application to enable survey data collection via tablets, and translation of the survey into 23 community languages to further enhance participation.

I would like to thank all of those who participated in the YES initiative, from the mental health consumers, their families and carers who volunteered their time to complete a survey, through to all the Hospital and Health Service staff who offered one. It is only by working together that we can make our services work better.

Associate Professor John Allan Executive Director Mental Health Alcohol and Other Drugs Branch August 2017

Foreword

5

Executive Summary

Your Experience of Service• All Hospital and Health Services across

Queensland participated in the YES survey in 2016

• Seventy per cent of consumers that participated in the survey reported that their overall experience of care within the three months prior to the survey was Excellent (44 per cent) or Very Good (26 per cent)

• The most positive responses indicate that consumers felt welcome and respected at their mental health service

• Consumers accessing community services rated their experiences more positively than those accessing inpatient or extended treatment services

• Domain scores were consistent across 2015 and 2016, with all scores falling in the range of ‘Very Good’ or ‘Good’ in both years

• Slight improvements were made in the domains Supporting active participation and Providing information and support in 2016

• Showing respect was the highest scoring domain, while Providing information and support and Making a difference were the lowest scoring domains

• An overall experience score of 85 was calculated for Queensland; scores for Mental Health Service Organisations ranged from 81 to 91, all of which fall within the ‘Very Good’ range

• While response rates decreased overall in 2016, Cairns, Central Queensland, Mackay, North West and the Sunshine Coast Mental Health Service Organisations achieved an increase in their response rate

Family of Youth• Response rates increased for the FoY survey,

from 33 per cent in 2015 to 36 per cent in 2016

• Ninety per cent of parents, carers and family members responded that they strongly agreed (51 per cent) or agreed (39 per cent) with the statement ‘Overall, I am satisfied with the treatment my child receives’

• Questions which received the most positive responses indicate that families and carers feel staff treat them with respect and speak to them in a way they can understand. Participation in their child’s treatment also received a positive response

• Parents, families or carers rated their experiences more highly when their child or young person was accessing services in the community rather than an inpatient setting

• Domain scores decreased slightly in five of the seven domains in 2016, while the remaining two remained unchanged.

• General satisfaction with service was the highest scoring domain, while Service outcomes was the lowest scoring domain.


Your Experience of ServiceThe Your Experience of Service (YES) survey is designed to include consumer perspectives in improving Queensland’s public mental health services.

The YES survey was born of a commitment in the Fourth National Mental Health Plan to report on consumer and carer experiences of service delivery, and to identify a standard measure which could be implemented across jurisdictions in Australia. YES was finalised in 2014 and has been utilised in Queensland for the 2015 and 2016 collections.

The survey contains 26 rating scale questions, two open ended questions and seven demographic questions. Seventeen questions ask how often an activity occurred, with five response options on a scale from ‘never’ to ‘always’, and an additional nine questions ask consumers ‘how well’ the service performed on selected items, with five response options on a scale of ‘poor’ to ‘excellent’.

Family of Youth surveyThe Family of Youth (FoY) survey has been offered to parents and carers of children and young people since 2010 as a means of measuring parents and carers’ perceptions of the care provided to their child or young person.

The survey contains 22 rating scale questions, three open ended questions and nine demographic questions. Most items are constructed as statements, with participants asked to rate the extent to which they agree or disagree with the statement. These questions can be grouped into seven domains: Overall satisfaction, Involvement in the process of care, Felt needs were met, Respect and safety, Accessibility, Appropriateness of care and Service outcomes.

Framework The YES and FoY surveys are supported by an annual cycle with four phases:

Preparation – this includes activities critical to the data collection phase, including engagement with Hospital and Health Services and staff, conducting training and education sessions and distributing surveys and other promotional materials.

Data collection – the YES survey is offered to public mental health consumers by Hospital and Health service staff, including consumer and carer workers, administration officers and clinicians.

Data analysis and reporting – results are analysed and reports are made available to Hospital and Health Services.

Action planning and implementation – Hospital and Health Services use results of reports to plan and implement actions to improve service delivery.

About

7

How the survey collection is implementedThe YES and FoY surveys are collected in Queensland as an annual snapshot, with the majority of mental health services offering and collecting the survey over a four week period. Rural services and child and adolescent inpatient units have a six week collection period which provides more opportunities to offer the survey to a smaller cohort of consumers. The 2016 collection was conducted from 24 October, and concluded on 18 November for most services, or 2 December for those with the extended collection period. All Hospital and Health Services participated, demonstrating a strong commitment to engaging with consumers, carers and families to create better services and outcomes.

The survey is offered to consumers or parents/carers during a face to face interaction with Hospital and Health Service staff. This has been found to yield the best response rates, and provides an opportunity for surveyors to clarify any queries or concerns consumers may have, or to provide assistance if required.

Survey responses are anonymous. No identifying information is requested, and consumers or parents/carers are provided with reply paid envelopes to ensure confidentiality. To preserve consumer anonymity, services must receive a minimum of ten survey responses to obtain reports.

Consumer and carer experience surveys have traditionally been offered via a paper-based system, however a pilot was conducted at Gold Coast Hospital and Health Service to collect survey data via iPads. Learnings from the pilot will be implemented for the 2017 survey collection.


Consumer participationIdeally, every consumer aged 13 and over who has contact with their mental health service during the collection period will be offered a survey. There will be exceptions however, for example if consumers are unwell or if offering the survey is likely to cause distress.

There were 16,284 consumers across Queensland who received care from their mental health service during the 2016 collection period. The majority were adults accessing community mental health services.

How many surveys were returnedIn 2016, 3458 YES questionnaires were completed and returned. While this is an increase in absolute numbers from the 3380 received in 2015, an additional Hospital and Health Service participated in the 2016 collection which also increased the number of consumers eligible to participate. Overall, the percentage of consumers completing a survey decreased from 27 per cent in 2015 to 21 per cent in 2016. By contrast, the number of consumers who chose not to complete a survey decreased by 16 per cent from 2015 to 2016. Several services have expressed concern about declining response rates, and have included remedial strategies in their Action Plans to address this issue.

Response ratesResponse rates are calculated as the number of completed surveys as a percentage of the number of consumers who were either: (i) in an inpatient or extended treatment service overnight during the collection period, or (ii) received a face to face provision of service during the collection period and therefore could have been offered a survey. The number of consumers actually offered a survey is not recorded, so response rates are indicative only.

Response rates by Mental Health Service Organisation (MHSO)

A MHSO is responsible for clinical governance, administration and financial management of services providing specialised mental health care. Most Hospital and Health Services have a single MHSO, however may have more than one. There are twenty MHSOs belonging to sixteen Hospital and Health Services.

Response rates can reflect both the number of consumers who choose to complete a survey, as well as the effort made by services to offer all consumers who are well enough the opportunity to complete a survey.

Cairns, Central Queensland, Mackay, Mount Isa and the Sunshine Coast MHSOs increased response rates, although the overall percentage of in-scope consumers completing a survey declined for 2016. Children’s Health Queensland and Townsville MHSOs continue to receive a high number of survey responses from their consumers.

Your Experience of Service

In 2016

3,458YES questionnaires were completed and returned

Results

The YES survey lends itself to different ways of analysing and presenting the results, and at different levels.

9

Figure 1:

*Metro South Hospital and Health Service did not participate in 2015 YES survey

18% 14%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

28% 24%

15% 33%

44% 52%

19% 26%

20% 13%

22% 27%

27% 32%

23% 37%

10%

14%

20% 10%

9%

10% 24%

21% 13%

20% 31%

12% 15%

37% 46%

25% 30%

16% 31%

21% - 27%

QLD

2016

2016 - 2015

2015

YES response rates by MHSO

Central Qld

Cairns

Central West

Childrens Health QLD

Gold Coast

Mackay

Metro Nth: RBWH

Metro Nth: Redcliffe-Caboolture

Metro Nth: TPCH

Metro Sth: Bayside

Metro Sth: Logan-Beaudesert

Metro Sth: PAH

Mt Isa

South West

Sunshine Coast

Toowoomba

Torres & Cape

Townsville

West Moreton

Wide Bay


Response rates by setting

Mental health services are provided in a range of settings depending on the needs of the patient:

• Acute mental health inpatient – a specialised mental health service that provides short to medium term care for people experiencing severe episodes of mental illness

• Extended treatment – a specialised mental health service that provides services for a period of care where a severe impairment exists and the consumer requires ongoing assessment, longer-term treatment and rehabilitation; campus based units are those located on a general hospital or psychiatric hospital campus, while non-campus based units include those units that are stand alone in the community or are co-located with other non-health institutions

• Community - a specialised mental health service that provides services to people who are not currently admitted to a mental health admitted or residential service.

Figure 2

10%

20

%

30%

40

%

50%

60

%

70%

23% 30

% In

patie

n t

2016 2015

d tre

atm

Exte

nde

cam

pus b

ased

ent

42%

36%

d tre

atm

Exte

nde

non-

cam

pus b

asen

ted

49%

64%

Com

mun

ity20

% 26%

YES response rates by setting

The response rate is higher in service settings where consumers had an overnight stay (inpatient, extended treatment campus and non-campus based). Consumers in these settings make up less than twenty per cent of the overall population, with 82.5 per cent of in-scope consumers accessing public mental health services through community based teams and clinics. The community cohort has the lowest response rate at 20 per cent, which has decreased from 26 per cent in 2015.

11

Response rates by target population

The target population is the population group primarily targeted by a specialised mental health service. These are: child and adolescent (under the age of 18 years), young person (16 – 24 years), general adult (18 – 64 years), older person (65 years and over) and forensic (services provided to mental health consumers who have committed, or are suspected of committing, a criminal offence).

While response rates were highest for the forensic target population at 41 per cent, this accounts for approximately one per cent of the consumer population. An increase in the response rate was recorded for the child and adolescent target population, from 34 per cent in 2015 to 35 per cent in 2016. The largest consumer target population, general adult, had the lowest response rate at 19 per cent, which is a decrease from 26 per cent in 2015.

10%

20

%

30%

40

%

50%

60

%

70%

35%

34%

Child

& A

dole

scen

t2016 2015

erso

n

Youn

g P

22%

32%

Adu

lt

Gene

ral

19%

26%

Olde

r Pe r

son

21% 26

%

YES response rates by target population

Fore

nsic

41%

38%

Figure 3


Which consumers completed a surveyThe following table compares the characteristics of people that completed a survey with the broader consumer population to determine whether the results reflect the opinions of unique consumer groups.

Percentages have been rounded to the nearest whole number except where numbers are less than one

per cent. A dash indicates that there were no in-scope consumers for which the demographic variable was unknown or not answered. ‘N/A’ has been recorded for the gender demographic of in-scope consumers as information collected in Queensland public mental health services asks about the consumers sex, which may be different than the consumer’s gender.

All in scope consumers

Consumers completing a survey

N

Language

English 98% 92% 3191

Other 2% 0.3% 12

Not answered/unknown 0.04% 7% 255

Indigenous Status

Aboriginal 10% 9% 311

Torres Strait Islander 1% 0.9% 32

Both Aboriginal and Torres Strait Islander 0.7% 1% 41

Neither Aboriginal nor Torres Strait Islander 88% 84% 2910

Not answered/unknown 0.1% 5% 164

Age

Under 18 13% 19% 640

18 - 24 10% 9% 325

25 - 34 19% 16% 561

35 - 44 22% 19% 657

45 - 54 17% 16% 544

55 - 64 10% 8% 291

Over 65 9% 9% 304

Not answered/unknown - 4% 136

13

All in scope consumers

Consumers completing a survey

N

Length of time receiving treatment

Less than 24 hours 0.1% 2% 61

1 day to 2 weeks 16% 12% 414

3 to 4 weeks 9% 6% 193

1 to 3 months 18% 15% 503

4 to 6 months 14% 12% 428

More than 6 months 43% 49% 1704

Not answered/unknown - 4% 155

Gender

Male N/A 49% 1682

Female N/A 47% 1638

Other N/A 0.8% 26

Not answered/unknown N/A 3% 112

Table 1


Results across Queensland

Overall experience of serviceQuestion 26 of the YES survey asks consumers to rate their overall experience of care with their service in the last three months. Seventy per cent of consumers reported that their overall experience was Very Good (26%) or Excellent (44%).

Figure 4

Q26. Overall, how would you rate your experience of care with this service in the last three months?

YESSurvey 2016

44%26%Very good

18%Good

Fair7%

Poor5%

Excellent

15

Aspects of experienceThe YES survey has been designed so that questions of a similar nature or theme can be grouped into domains and a score calculated for each. This provides insight into different aspects of a person’s experience.

Questions in the domains Showing respect, Ensuring safety and fairness, Supporting active participation, Valuing individuality and Providing information and support ask about the consumer’s experience of the service (Q1-22), while Making a difference questions ask about the effect the service had on the consumer (Q23-26).

Domain scores are calculated by averaging the scores for all questions in each domain, and are presented on a scale from 1 to 5.

Results were consistent across both years, with a slight improvement noted for Supporting active participation and Providing information and support in 2016. Four of the five experience domains were rated as ‘Very Good’, with the most positive responses associated with questions measuring Showing respect, Ensuring safety and fairness and Supporting active participation. Providing information and support and Making a difference were rated least positively of all domains, however these still fell within the ‘Good’ range.

Figure 5

Showing respect

Ensuring safety and fairness

Supporting active participation

Valuing individuality

Providing information and

support

Making a difference

Poor

Fair

Good

Very Good

Excelle

nt

4.54.5

4.44.4

4.44.3

4.34.3

3.8

3.83.8

3.7

Statewide domain scores

2016 2015


Distribution of responses in each response categoryThis measure shows how consumers answered questions that make up each domain, displayed as a percentage in each response category.

All questions in the domains Showing respect, Ensuring safety amd fairness and Supporting active participation received more than 80 per cent of responses in the top two categories (Usually/Always).

The highest rated questions indicate that consumers’ felt welcome at their mental health service (Q1), their individuality and values were respected (Q6), their privacy was respected (Q4), their feelings were respected (Q2) and opinions about the involvement of family or friends was respected (Q10).

Questions at the other end of the scale indicate that there could have been better explanation of rights and responsiblities to consumers (Q19) and better access to peer support (Q20). Results also indicate that consumers rate the effect the service has on their hopefulness for the future (Q23), ability to manage day to day life (Q24) and overall well-being (Q25) amongst the lease positive of all questions on the survey.

Domain Question Responses

Never/ Poor

Rarely/Fair

Sometimes/Good

Usually/Very good

Always/Excellent

Showing respect

Q1. You felt welcome at this service 1% 1% 6% 22% 69%

Q2. Staff showed respect for how you were feeling 1% 2% 7% 21% 69%

Q4. Your privacy was respected 2% 2% 6% 18% 72%

Q5. Staff showed hopefulness for your future 2% 2% 8% 22% 65%

Q7. Staff made an effort to see you when you wanted 1% 3% 7% 24% 64%

Q12. You were listened to in all aspects of your care and treatment 2% 4% 8% 24% 62%

17


Poor/Never

Rarely/Fair

Sometimes/Good

Usually/Very good Always/


Q8. You had access to your treating doctor or psychiatrist when you needed 3% 5% 11% 27% 55%

Q10. Your opinions about the involvement of family or friends in your care were respected

3% 2% 7% 19% 69%

Q13. Staff worked as a team in your care and treatment 3% 4% 10% 26% 58%

Q14. Staff discussed the effects of your medication and other treatments with you

4% 4% 9% 21% 62%

Q15. You had opportunities to discuss your progress with the staff caring for you

2% 3% 8% 23% 64%

Q17. You had opportunities for your family and carers to be involved in your treatment and care if you wanted

3% 3% 7% 21% 66%


Q6. Your individuality and values were respected 2% 2% 5% 18% 73%

Q16. There were activities you could do that suited you 5% 6% 15% 25% 48%


Q3. You felt safe using this service 2% 2% 7% 21% 67%

Q9. You believe that you would receive fair treatment if you made a complaint 5% 4% 9% 23% 59%

Q11. The facilities and environment met your needs 2% 3% 7% 24% 64%

Providing information and support

Q18. Information given to you about this service 5% 8% 20% 29% 38%

Q19. Explanation of your rights and responsibilities 7% 10% 20% 25% 39%

Q20. Access to peer support 7% 10% 21% 25% 37%

Q21. Development of a care plan with you that considered all of your need 7% 8% 20% 24% 42%



Poor/Never

Rarely/Fair

Sometimes/Good

Usually/Very good Always/

Location Q22. Convenience of the location for you 6% 9% 18% 22% 44%

Making a difference - impact

Q23. The effect the service had on your hopefulness for the future 6% 10% 22% 26% 35%

Q24. The effect the service had on your ability to manage your day to day life 6% 10% 24% 26% 34%

Q25. The effect the service had on your overall well-being 5% 9% 23% 26% 37%

Q26. Overall, how would you rate your experience of care with this service in the last 3 months?

5% 7% 18% 26% 44%

Figure 6

19

Results within Mental Health Service OrganisationsAs well as looking at results for all consumers in Queensland, it is useful for comparative purposes to look at results by Mental Health Service Organisations. Data from two MHSOs has been excluded from the following results because they received less than ten survey responses overall, however this data is included in statewide results.

Overall MHSO score An overall experience score out of 100 has been calculated at statewide and MHSO levels based on responses to the questions (1 – 22). Questions 23 to Q26 ask about the impact the service has had on the consumer, and are therefore excluded from the calculation of an experience score.

.

The overall score for all consumers in Queensland is

86 while scores for individual

MHSOs ranged from 81 (Bayside) to 91 (Mount Isa).

20

Figure 7

86

10 20 30 40 50 60 70 80 90 100

88 88

87

83

86

83

89

85

46%

90

86

QLD 2016

81

89

86

91

84

85

90

88

82

Experience score by MHSO 2016

Central Qld

Cairns


Gold Coast

Mackay

Metro Nth: RBWH


Metro Nth: TPCH

Metro Sth: Bayside


Metro Sth: PAH

Mt Isa

Sunshine Coast

Toowoomba

Torres & Cape

Townsville

West Moreton

Wide Bay


Range in average scores for each questionFigure 8 highlights the range of scores achieved across MHSOs for each question, including the highest and lowest scores, and the statewide average.

Statewide scores are highest for questions in the domains Showing respect, Supporting active participation, Ensuring safety and Valuing

individuality, with all scores being 4.1 or above. Question 8 ‘You had access to a treating doctor or psychiatrist when you needed’ displays the widest range of scores include with a low of 3.9 and high of 4.8. Statewide question scores for the domains of Providing information and support and Making a difference are lower, ranging from 3.7 to 4.0, however these fall within the ‘good’ range.

Domain Question Range

Showing respect

Q1. You felt welcome at this service

Q2. Staff showed respect for how you were feeling

Q4. Your privacy was respected

Q5. Staff showed hopefulness for your future

Q7. Staff made an effort to see you when you wanted

Q12. You were listened to in all aspects of your care and treatment


Q8. You had access to your treating doctor or psychiatrist when you needed


Q13. Staff worked as a team in your care and treatment




4.2 4.6 4.8

4.1 4.5 4.8

4.1 4.6 4.9

4.1 4.5 4.8

4.1 4.5 4.9

4.1 4.4 4.8

4.1 4.5 4.8

4.1 4.3 4.6

4.0 4.3 4.6

4.2 4.4 4.7

4.1 4.4 4.6

3.9 4.3 4.8

22



Q6. Your individuality and values were respected

Q16. There were activities you could do that suited you


Q3. You felt safe using this service

Q9. You believe that you would receive fair treatment if you made a complaint

Q11. The facilities and environment met your needs

4.3 4.6 4.8

3.8 4.1 4.3

4.3 4.5 4.8

4.0 4.3 4.8

4.2 4.5 4.7


Q18. Information given to you about this service

Q19. Explanation of your rights and responsibilities

Q20. Access to peer support

Q21. Development of a care plan with you that considered all of your needs

Location Q22. Convenience of the location for you

Making a difference - impact

Q23. The effect the service had on your hopefulness for the future

Q24. The effect the service had on your ability to manage your day to day life

Q25. The effect the service had on your overall well-being


3.7 3.9 4.3

3.6 3.8 4.3

3.5 3.7 4.2

3.6 3.8 4.2

3.6 3.8 4.2

3.4 3.7 4.2

3.6 3.7 4.0

3.6 3.8 4.1

3.7 4.0 4.5

Figure 8


Results by service setting and target populationSimilar to the overall MHSO score, a score out of 100 has been calculated from the experience questions 1 – 22 for each service setting.

Consumers in community settings rated their experiences with mental health services most positively, which is consistent with results from 2015. This is followed by extended treatment services based in the community, which saw an increase in consumer ratings from 2015. Consumers in acute inpatient settings appear to be less satisfied with their experiences, and consumers in extended treatment settings which are located on hospital grounds report least satisfaction with their experiences.

Mental health services focus on providing care to a group of consumers who share a certain set of characteristics, a target population.

Experience scores stratified by target population demonstrate variation in consumer experiences. Consumers accessing forensic mental health services appear to be the least satisfied with their experience, although the 2016 result saw an improvement from 2015.

The experience score for young persons (aged 16-25) has increased from 2015 to 2016, however results should be interpreted with some caution due to the small number of consumers in this cohort. Experience scores for children and adolescents, older persons and the general adult populations remained relatively stable.

Figure 9

Child & Adolescent

Young Person

Older Person

0 20 40 60 80

8788

7786

85

85

9089

Experience scores by targetpopulation

2016 2015

100

General

Forensic 7276

Figure 10

Acute inpatient

Extended Treatement-Campus Based

Community

0 20 40 60 80

7676

6971

79

84

8889

Experience scores by setting

2016 2015

100

Extended Treatement-Non-Campus Based


Another way to view the data is by consumer characteristics, or demographic variables. Noteworthy results include:

• Consumers who speak a language other than English demonstrate more positive experiences of their mental health service, although results should be treated with some caution given the small cohort size.

• Consumers identifying as a gender other than male or female appear to demonstrate the least satisfaction with their experience of mental health services, although again, the cohort size is small.

• Length of time in a service seems to have a variable impact on experience with consumers reporting less positive experience for a period of more than 24 hours to 4 weeks. Experience is more positive for people who have had contact with the service for more than one month.

• Involuntary patients are less satisfied with their experiences of their mental health service than voluntary patients.

Male

Other

Aboriginal

0 20 40 60 808587

77

86

Experiences scores by consumer characteristics 2016

100

English

Female

Gend

erLa

ngua

ge

Other

Torres Strait Islander Both Aboriginal &

Torres Strait Islander Neither Aboriginal nor

Torres Strait Islander Indi

geno

us S

tatu

s

90

Age

Under 18 18-24 25-34 35-44 45-54 55-64

Over 65

Leng

th o

f tim

e re

ceivi

ng tr

eatm

ent Less then 24

1 day to 2 weeks 3 to 4 weeks

1 to 3 months4 to 6 months

More than 6 months

Lega

l st

atus

Involuntary patientVoluntary patient

Not sure

8584

87

86

888385858686

89

868081

878887

8289

86Figure 11

Results by demographic characteristics

25

Q23

Q24

Q26

0 1 2 3 4

3.73.7

3.73.7

3.7

3.8

3.94.0

Average scores for questions 23-26

2016 2015 5

Q25

Figure 12

The average score for these questions 23 and 24 remains stable for 2015 and 2016, with a small increase in scores for questions 25 and 26.

Making a differenceFour questions construct the domain Making a difference, which measures the impact of the service on the consumer’s recovery. Questions relate to the effect the service had on the consumer’s hopefulness for the future (Q23), ability to manage day to day life (Q24), overall well-being (Q25), and their experience of care with the service in the last three months (Q26).


The following graphs look at the average results for these questions, stratified by the length of contact the consumer has had with the service and whether they were accessing inpatient or community mental health services. Data for extended treatment services have been excluded due to the small number of responses.

As small improvements are visible in the scores for questions 23 to 26, small increases can also be seen in the proportion of responses in the ‘Excellent’ category for each question.

Poor

Fair

Very Good

0 10%

20%

30%

40%

66

1110

2422

2826

Q23. Please rate the effect the service had on your hopefulness for the future

2016 2015 50%

Good

Excellent 3235

Poor

Fair

Very Good

0 10%

20%

30%

40%

56

1110

2624

2726

Q24. Please rate the effect the service had on your ability to manage your day to day life

2016 2015 50%

Good

Excellent 3134

Poor

Fair

Very Good

0 10%

20%

30%

40%

55

109

2523

2726

Q25. Please rate the effect the service had on your overall well-being

2016 2015 50%

Good

Excellent 3337

Poor

Fair

Very Good

0 10%

20%

30%

40%45

87

1918

2826


2016 2015 50%

Good

Excellent 4144

Figure 13 Figure 14

Figure 15 Figure 16

27

Community

1 day to 2 weeks

1 to 3 months

4 to 6 months

Less than 24 hours

3 to 4 weeks

Q23. Please rate the effect the service had on your hopefulness for the future

5

3

2

4

More than 6 months

Acute Inpatient

1 day to 2 weeks

1 to 3 months

4 to 6 months

Less than 24 hours

3 to 4 weeks

Q24. Please rate the effect the service had on your ability to manage day to day life

5

3

2

4

More than 6 months

1 day to 2 weeks

1 to 3 months

4 to 6 months

Less than 24 hours

3 to 4 weeks

Q25. Please rate the effect the service had on your overall well-being

5

3

2

4

More than 6 months

1 day to 2 weeks

1 to 3 months

4 to 6 months

Less than 24 hours

3 to 4 weeks


5

3

2

4

More than 6 months

Figure 17 Figure 18

Figure 19 Figure 20

The graphs show a similar pattern for each of the four questions. For consumers accessing community mental health services, it appears they rate their experiences lowest during the one day to two week period, whereupon it increases and tapers slightly after more than six months with the service.

Consumers accessing acute inpatient services score their experiences higher during the early period of contact with the service. This drops at three to four weeks with the service, and tends to pick up again at 4 to 6 months or more.


Parent, family and carer participation

In 2016

815FoY questionnaires were completed

Family of Youth

Response ratesThe percentage of in-scope parents and families returning a survey increased from 33 per cent in 2015 to 36 per cent in 2016. This is in contrast to the YES survey which had declining participation rates.

The number of parents and carers who elected not to complete a survey increased from 2 per cent in 2015 to 3.7 per cent in 2016.

Response rates are calculated as the proportion of completed surveys returned over the number of parents or carers who participated in a face to face intervention during the collection period. Some caution needs to be taken with response rates for this population: it is likely that parents and carers who did not participate in a face to face provision of service may have completed a survey (for example, while waiting for young people attending appointments). Although these parents and carers cannot be counted as ‘in-scope’ for reporting purposes (as this information is not recorded and is therefore unknown), they are legitimately in-scope for the survey. This is likely to increase the response rate for the Family of Youth survey.

Who is offered a surveyThe Family of Youth (FoY) survey is offered during the same collection period as the YES survey, to families, parents or carers of children and young people who:

• were in an inpatient service overnight during the collection period, or

• had an open service episode with a community team and at least one face to face provision of service during the collection period.

In 2016 there were 2273 parents or carers that were considered to be in-scope for the FoY survey.

How many surveys were returnedIn 2016, 815 Family of Youth questionnaires were completed and returned, an increase from 626 in 2015.

29

Response rates by Mental Health Service Organisation (MHSO)The Prince Charles Hospital and Princess Alexandra Hospital MHSOs do not have any child and adolescent services, therefore these are not included in the list below. In addition, Central West, Mount Isa, South West, Sunshine Coast, Toowoomba and Torres & Cape MHSOs received less than ten completed Family of Youth surveys, so these MHSOs are also excluded from the list below. Reponses are included in statewide results however.

Eleven of the twelve participating MHSOs increased their response rates from 2015, quite significantly in the cases of both Cairns (from 16 per cent to 43 per cent) and West Moreton (from 13 per cent to 38 per cent). Central Queensland and Redcliffe-Caboolture MHSOs were both able to achieve response rates of over 50 per cent, and Children’s Health Queensland, who had by far the largest number of parents, families and carers in-scope, were able to attain response rate of 45 per cent.

16% 43%

10% 20% 30% 40% 50% 60% 70% 80% 90% 100%

38% 55%

49% 45%

27% 31%

15% 35%

7% 27%

43% 52%

13%

18%

34% 43%

13% 38%

16% 24%

36% - 33%

QLD2016

2016 - 2015

2015

FoY response rates by MHSO

Central Qld

Cairns


Gold Coast

Mackay

Metro Nth: RBWH


Metro Sth: Bayside


Townsville

West Moreton

Wide Bay

Figure 21


Response rates by settingThe increase in the response rate has come from parents or carers with children or young people accessing community mental health services. There has been a decrease in the response rate for parents or carers with children or young people accessing acute inpatient services.

FoY response rates by setting

Community

2016

Acute inpatient

2016

Community

2015

Acute inpatient

2015

Figure 22

31

Results Across Queensland

Overall experience of serviceNinety per cent of parents, carers or families reported that they agree or strongly agree with the statement ‘Overall, I am satisfied with the treatment my child receives’, while only 3 per cent disagreed or strongly disagreed with the statement. Eight per cent of responses were neutral.

Q1. Overall, I am satified with the treatment my child receives

Strongly agree

51%39%Agree

8%I am neutral

Disagree2%

Strongly disagree1%

Strongly agree

Figure 23


Respect and safety

General satisfaction with the service

Felt needs were met

1 2 3 4 5

4.54.5

4.4 4.4

4.2 4.2

4.24.3

4.14.2

4.04.1

3.53.6

FoY statewide domain scores

2016 2015

Appropriateness of care

Accessibility

Involvement in the process of care

Service outcome

Figure 24

Aspects of experienceLike the YES survey tool, the Family of Youth survey groups statements of a similar nature or theme into domains.

Four of the seven domain scores decreased from 2015 to 2016, while three domain scores remained static. Respect and safety was the highest scoring domain across both 2015 and 2016, while Service outcomes was the lowest scoring across both years.

Scores are calculated by averaging the results for all questions in each domain,

and are presented on a scale from 1 to 5.


Distribution of responses in each response categoryReactions to the statements ‘Staff treat me with respect’ (Q12) and ‘Staff speak with me in a way that I understand’ (Q14) were overwhelmingly positive, with just over 95 per cent of responses agreeing or strongly agreeing. In addition, 92 per cent of responses agreed or strongly agreed with the statement ‘I participate in my child’s treatment’ (Q6).

Parents, families and carers select less positive responses to statements relating to service outcomes (Q16 – 22). In particular, the statement ‘I am satisfied with our family life right now’ highlights the difficulties families face: almost 25 per cent disagree or strongly disagree with the statement, and another 30 per cent are neutral. Most respondents agreed with the statement however (36 per cent) and another 10 per cent strongly agreed.


Strongly disagree Disagree I am neutral Agree Strongly

agree

Overall Satisfaction

Q1. Overall, I am satisfied with the treatment my child receives 1% 2% 8% 39% 51%

Involvement in the Process of Care

Q2. I helped to choose my child’s services 3% 10% 21% 44% 22%

Q3. I helped to choose my child’s treatment goals 2% 5% 16% 50% 28%

Q6. I participate in my child’s treatment 1% 1% 6% 43% 49%

Felt needs were met

Q4. The people helping my child stick with us no matter what 1% 2% 14% 38% 46%

Q5. I feel my child has someone to talk to when he/she is troubled 1% 3% 11% 42% 43%

Q10. My family gets the help we want for my child 1% 4% 13% 43% 39%

Q11. My family gets as much help as we need for my child 2% 5% 18% 40% 34%

Q14. Staff speak with me in a way that I understand 0% 0% 3% 32% 64%

34


Strongly disagree Disagree I am neutral Agree Strongly

agree

Respect & Safety

Q12. Staff treat me with respect 1% 0% 3% 26% 70%

Q13. Staff respect my family's religious/spiritual beliefs 1% 0% 12% 32% 55%

Q15. Staff are sensitive to my cultural/ethnic background 1% 1% 13% 34% 52%

Accessibility

Q7. The treatment my child and/or family receives is right for us 1% 3% 14% 42% 39%

Q8. The location of the service is convenient for us 3% 6% 11% 33% 47%

Appropriateness of Care

Q9. Treatment is available at times that are convenient for us 1% 5% 12% 42% 39%

Service Outcomes

Q16. My child is better at handling daily life 3% 9% 28% 44% 16%

Q17. My child gets along better with family members 2% 10% 27% 43% 18%

Q18. My child gets along better with friends and other people 2% 9% 32% 42% 15%

Q19. My child is doing better in school and/or work 4% 13% 33% 35% 15%

Q20. My child is better able to cope when things go wrong 4% 15% 32% 38% 11%

Q21. I am satisfied with our family life right now 6% 18% 30% 36% 10%

Q22. Overall, my child feels better 4% 11% 25% 42% 18%

Figure 25


Overall MHSO score An overall score out of 100 has been calculated for each MHSO based on responses to experience questions 1 – 15 of the Family of Youth survey.

The score for all responses by parents, carers and families across Queensland is 85, while scores for individual MHSOs ranged from 81 (Royal Brisbane and Women’s Hospital and Gold Coast) to 86 (Children’s Health Queensland).

85

10 20 30 40 50 60 70 80 90 100

84

86

81

84

81

83

85

83

85

QLD 2016

84

85

84

Experience score by MHSO 2016

Central QldCairns

Childrens Health QLDGold Coast

MackayMetro Nth: RBWH

Metro Nth: Redcliffe-CabooltureMetro Sth: Bayside

Metro Sth: Logan-BeaudesertTownsville

West MoretonWide Bay

Figure 26

Results within Mental Health Service Organisations

36

RangeThe following figure demonstrates the variation in average scores for each question across MHSOs, with the statewide average represented by the figure highlighted in green.

A narrow range of results indicate a high degree of consistency in performance across the state. Question 14 ‘Staff speak to me in a way that I understand’ has a variation of just 0.2 points (4.5 to 4.6), and question 1 ‘Overall, I am satisfied with the treatment my child receives’ has a variation of 0.3 points (4.2 to 4.5).

A wide range of MHSO average scores for a question indicates a high level of variability in their perceptions. Question 2 ‘I helped to choose my child’s services’ ranged from a low of 2.9 through to a score of 4.2, the largest range of results of any question.

Question 21 ‘I am satisfied with our family life right now’ has a wide variation in scores and the lowest MHSO score of any question at 2.7, however the average score for all MHSOs is 3.3.


Overall satisfaction

Q1. Overall, I am satisfied with the treatment my child receives


Q2. I helped to choose my child’s services

Q3. I helped to choose my child’s treatment goals

Q6. I participated in my child’s treatment

Felt needs were met

Q4. The people helping my child stik with us no matter what

Q5. i feel my child has someone to talk to when he/she is troubled

Q10. My family gets the help we want for my child

Q11. My family gets as much help as we need for my child

Q14. Staff speak with me in a way that I understand

Respect & Safety

Q12. Staff treat me with respect

Q13. Staff respect my family’s religious/spiritual beliefs

Q15. Staff are sensitive to my cultural/ethnic background

2.9 3.7 4.2

3.7 4.0 4.1

4.1 4.3 4.5

3.9 4.1 4.3

3.6 4.0 4.1

4.5 4.6

4.5 4.6 4.8

4.2 4 .4 4.55

4.1 4.4 4.6

4.2 4.4 4.5

4.0 4.4 4.5

3.8 4.2 4.4



Accessibility

Q7. The treatment my child and/or family receives is right for us

Q8. The location of the service is convenient for us

Appropriateness of care

Q9. Treatment is available at times that are convenient for us

Service Outcomes

Q16. My child is better at handling daily life

Q17. My child gets along better with family members

Q18. My child gets along better with friends and other people

Q19. My child is doing better in school and/or work

Q20. My child is better able to cope when things go wrong

Q21. I am satisfied with our family life right now

Q22. Overall, my child feels better

3.5 4.1 4.5

3.7 4.1 4.5

3.2 3.6 3.8

2.8 3.4 3.8

3.0 3.6 3.9

3.8 4.2 4.3

3.1 3.6 3.9

3.0 3.6 3.7

2.8 3.4 3.6

2.7 3.3 3.4

Figure 27

38

Results by settingThe difference between experience scores for parents, families and carers accessing community and inpatient services has narrowed in 2016, with an increase in the score for acute inpatient settings in 2016, and a decrease in community settings.

FoY experience scores by setting

Community

2016

Acute inpatient

2016

Community

2015

Acute inpatient

2015

Figure 28


Results by demographic characteristicsViewing the experience scores by demographic characteristics reveal some consistencies with results from the YES survey data. In particular, families and carers who speak a language other than English demonstrate more positive experiences of their child or young person’s mental health service, and an increased length of contact with the service

corresponds with higher ratings of experience of service up to a point, at which it begins to taper off.

While most experience scores hover around the statewide score of 85, parents, families and carers of children and young people of Torres Strait Islander heritage indicate a higher score at 89.

Male

Aboriginal

0 20 40 60 80

8584

7785

FoY experiences scores by child/ adolescent characteristics

100

English

FemaleGend

erLa

ngua

ge

Other

Torres Strait Islander Both Aboriginal &

Torres Strait Islander Neither Aboriginal nor

Torres Strait Islander Indi

geno

us st

atus

89

Age Under 13

13-15 16-18

Leng

th o

f tim

e re

ceivi

ng tr

eatm

ent

Less than 1 month 1 to 6 months

6 to 12 months More than 12 months

8589

84

85

8585

83

8385

85

8485

Figure 29

Service outcomesSeven questions fall within the FoY domain Service outcomes. These relate to improvements in the child’s ability to: handle daily life (Q16); get along with family members (Q17); get along better with friends and others (Q18); handle school and/or work (Q19); and cope when things go wrong (Q20). Question 21 is about how satisfied the parent or carer is at this point in time, and question 22 asks the parent or carer to rate their level of agreement with the statement ‘Overall my child feels better’.

The following set of graphs look at the average results for each question, broken down by the length of

contact the child or young person has had with the service. Results have been combined for community and acute inpatient services due to the small number of responses for child and adolescent acute inpatient units.

The trend is similar for each question in the Service outcomes domain and is correlated with the duration of contact with the service. The perceptions of parents or carers appears to improve as their child or young person receives mental health services up to 12 months, however in some instances this tapers off when contact has been maintained for more than 12 months.

40

Less than 1 month

1 to 6 months

6 to 12 months

Q16. My child is better at handling daily life

4

3.5

3

More than 12 months

1 to 6 months

Less than 1 month

6 to 12 months

Q17. My child gets along better with family members

4

3.5

3

More than 12 months

Less than 1 month

1 to 6 months

6 to 12 months

Q18. My child gets along better with friends and other people

4

3.5

3

More than 12 months

Less than 1 month

1 to 6 months

6 to 12 months


4

3.5

3

More than 12 months

1 to 6 months

6 to 12 months


4

3.5

3

More than 12 months

Less than 1 month

1 to 6 months

6 to 12 months

Q21. I am satified with our family life right now

4

3.5

3

More than 12 months

Less than 1 month

Less than 1 month

1 to 6 months

6 to 12 months

Q22. Overall, my child feels better4

3.5

3

More than 12 months

Figure 30 Figure 31

Figure 32 Figure 33

Figure 34 Figure 35

Figure 36


What’s next

TranslationsThe 2016 results show that while approximately two per cent of consumers who were in scope for the survey spoke a language other than English as their primary language, only 0.3 per cent of consumers who completed a survey indicated they spoke a language other than English, suggesting that this group is not well represented in the results.

To address this shortcoming, the YES survey will be translated into 23 languages, including Arabic, Assyrian, Chinese – Simplified, Chinese – Traditional, Croatian, Dari, Dinka, Greek, Hindi, Indonesian, Italian, Korean, Macedonian, Nepali, Persian, Russian, Samoan, Spanish, Tamil, Tagalog, Turkish, Thai and Vietnamese.

Mobile devicesIn 2016 the Gold Coast Hospital and Health Service participated in a pilot study to offer the YES survey on mobile devices, in particular, via iPads. While the response rates for this method were lower than surveys offered on paper, iPads were considered to be a successful means of offering in particular circumstances (for example, in clinic settings).

As the adoption of mobile technology becomes more widespread in health settings, it is expected that there will be more opportunities to offer the YES survey via tablet devices. The Mental Health Alcohol and Other Drugs Branch is investing in building the infrastructure and rolling it out to interested services in the 2017 survey collection.

Mental Health Carer Experience SurveyThe Fourth National Mental Health Plan recognised the role of carers in mental health service provision and the need for carers and families to receive information, within the bounds of privacy and confidentiality, about the treatment and care provided to the consumer. A national project was undertaken to develop a tool to support mental health services to monitor and improve carer engagement as part of an evidence-informed quality improvement program. The Australian Mental Health Outcomes and Classification Network (AMHOCN) was tasked with undertaking development work on the carer experience tool, which is now available for use across the sector.

Queensland currently surveys parents and carers of children and young people receiving public mental health services through the Family of Youth survey. The Carer Experience of Service survey has a broader scope and applies to consumers of all ages. Consultation with child and adolescent services is underway to determine if this is a suitable replacement for the Family of Youth survey, or offered in addition to the Family of Youth survey.

Engaging with individuals, families and carers and continuous service improvement are key priorities for Queensland’s public mental health services, as outlined in the statewide mental health plan Connecting Care to Recovery 2016 – 2021.

The YES initiative meets both of these objectives, with its’ aim to utilise consumer feedback to drive service improvement in Queensland’s public mental health services. The practice of continuous service improvement also applies to processes to implement the YES initiative, with a number of improvement activities underway:

42

Appendix 1 YES survey questions and domains

Domain Questions

Showing respect

Q1. You felt welcome at this service

Q2. Staff showed respect for how you were feeling

Q4. Your privacy was respected

Q5. Staff showed hopefulness for your future

Q7. Staff made an effort to see you when you wanted

Q12. You were listened to in all aspects of your care and treatmnet


Q8. You had access to your trating doctor or psychiatrist


Q13. Staff worked as a team in your care and treatment




Valuing individuality Q6. Your individuality and values were respected

Q16. There were activities you could do that suited you


Q3. You felt safe using this service

Q9. You believe that you would receive fair teatment if you made a complaint

Q11. The facilities and environment met your needs


Q18. Information given to you about this service

Q19. Ecplaination of your rights and reponsibilities

Q20. Access to peer support

Q21. Development of a care plan with you that considered all your needs

Location Q22. Convenience of the location for you

Making a difference

Q23. The effect the service had on your hopefulness for the future

Q24. The effect the service had on your ability to manage your day to day life

Q25. The effect the service had on your overall well-being

Q26. Overall, how would you rate your exprience of care with this service in the last 3 months?

Table 2


Domain Questions

Overall satifaction Q1. Overall, i am satified eith the treatment my child receives


Q2. I helped to choose my child’s services

Q3. I helped to choose my child’s treatment goals

Q6. I participate in my child’s treatment


Q4. The people helping my child stick with us no matter what.

Q5. I feel my child has someone to talk to when he/she is troubled

Q10. My family gets the help we want for my child

Q11. My family gets as much help as we need for my child

Q14. Staff speak with me in a way that I understand

Respect & safety

Q12. Staff treat me with respect

Q13. Staff respect my family’s religious/spiritual beliefs

Q15. Staff are sensitive to my cultural/ethnic background

AccessibilityQ7. The treatment my child and/or family receives is right for us

Q8. The location of the service is convenient for us

Appropriateness of care Q9. Treatment is available at times that are convenient for us

Service outcomes

Q16. My child is better at hankdling daily life

Q17.My child gets along better with family members

Q18. My child get along better with friends and other people



Q21. I am satisfied with our family life right now

Q22. Overall, my child feels better

Table 3

Appendix 2 FoY survey questions and domains

44

Appendix 3 Service settingsAcute mental health inpatientA specialised mental health service that provides short to medium term 24-hour inpatient psychiatric assessment and treatment services for people experiencing severe episodes of mental illness, often accompanied by behavioural disturbance, who cannot be adequately assessed and treated in a less restrictive setting.

The primary goal of treatment and care is the reduction in the severity of symptoms and/or personal distress associated with the recent onset of exacerbation of mental disorders that has potential for prolonged dysfunction or risk to self and/or others.

Extended treatmentA specialised mental health service that provides services for a period of care where a severe impairment exists and the consumer requires ongoing assessment, longer-term treatment and rehabilitation.

Campus based units are those located on a general hospital or psychiatric hospital campus.

Non-campus based units include those units that are stand alone in the community or are co-located with nursing homes or other non-health institutions.

Community/ambulatoryA specialised mental health service that provides services to people who are not currently admitted to a mental health admitted or residential service. Services are delivered by health professionals with specialist mental health qualifications or training. Ambulatory mental health services include:

• community-based crisis assessment and treatment teams

• day programs

• mental health outpatient clinics provided by either hospital or community-based services

• child and adolescent outpatient and community teams

• social and living skills programs

• psychogeriatric assessment services

• hospital-based consultation-liaison and in-reach services to admitted patients in non-psychiatric and hospital emergency settings

• ambulatory-equivalent same day separations

• home based treatment service

• hospital based outreach services.


Appendix 4 Target population

Child and adolescent These services principally target children and young people under the age of 18 years. The classification of a service into this category requires recognition by the regional or central funding authority of the special focus of the service. These services may include a forensic component.

Young person These services principally target children and young people generally aged 16-24 years. The classification of a service into this category requires recognition by the regional or central funding authority of the special focus of the service. These services may include a forensic component.

General These services principally target the general adult population (aged 18–64years) but may also provide services to children, adolescents or older people. These services are those services that cannot be described as specialist child and adolescent services, youth services or services for older people. It excludes forensic services.

Older person These services principally target people in the age group of 65 years and over. The classification of a service into this category requires recognition by the regional or central funding authority of the special focus of the service. These services may include a forensic component.

Forensic Health services that provide services primarily for people whose health condition has led them to commit, or be suspected of, a criminal offence or make it likely that they will reoffend without adequate treatment or containment. This includes prison-based services, but excludes services that are primarily for children and adolescents and for older people even where they include a forensic component.

46

Hospital and Health Service Mental Health Service Organisation

Children’s Health Queensland Children’s Health Queensland

Cairns and Hinterland Cairns

Central Queensland Central Queensland

Central West Central West

Gold Coast Gold Coast

Mackay Mackay

Metro North Royal Brisbane and Women’s Hospital

Metro North Redcliffe-Caboolture

Metro North The Prince Charles Hospital

Metro South Bayside

Metro South Logan Beaudesert

Metro South Princess Alexandra Hospital

North West Mt Isa

Sunshine Coast Sunshine Coast

South West South West

Torres & Cape Torres & Cape

Townsville Townsville

Darling Downs Toowoomba

Wide Bay Wide Bay

West Moreton West Moreton

Appendix 5 Participating services

Table 4


Appendix 6YES questions and average scores for each Mental Health Service Organisation

Tabl

e 5

QLD

WB

WM

TSV

T&C

TWBA

SC

MTI

MS: PAH

MS: L-B

MS: BAY

MN: TPCH

MN: RBWH

MN: R-C

MKY

GC

CHQ

CQ

CNS

Dom

ains

and

que

stio

ns

Show

ing

resp

ect

4.6

4.7

4.4

4.6

4.8

4.5

4.5

4.7

4.6

4.6

4.2

4.6

4.3

4.7

4.5

4.5

4.6

4.7

4.6

Q1.

You

felt

wel

com

e at

this

ser

vice

4.5

4.7

4.3

4.6

4.8

4.5

4.5

4.8

4.7

4.6

4.1

4.5

4.4

4.7

4.5

4.4

4.6

4.6

4.6

Q2.

Sta

ff sh

owed

resp

ect f

or h

ow y

ou w

ere

feel

ing

4.6

4.8

4.4

4.6

4.9

4.5

4.5

4.8

4.6

4.6

4.1

4.5

4.5

4.7

4.6

4.3

4.6

4.7

4.6

Q4.

You

r priv

acy

was

resp

ecte

d

4.5

4.5

4.3

4.5

4.8

4.4

4.4

4.6

4.5

4.6

4.1

4.4

4.3

4.6

4.5

4.3

4.5

4.6

4.5

Q5.

Sta

ff sh

owed

hop

eful

ness

for y

our f

utur

e

4.5

4.6

4.3

4.5

4.7

4.4

4.4

4.9

4.6

4.6

4.1

4.4

4.4

4.6

4.5

4.3

4.5

4.6

4.5

Q7.

Sta

ff m

ade

an e

ffort

to s

ee y

ou w

hen

you

wan

ted

4.4

4.7

4.2

4.4

4.7

4.3

4.3

4.8

4.5

4.6

4.1

4.4

4.2

4.6

4.5

4.2

4.4

4.6

4.5

Q12

. You

wer

e lis

tene

d to

in a

ll as

pect

s of

you

r car

e an

d tr

eatm

en

Supp

orti

ng a

ctiv

e pa

rtic

ipat

ion

4.3

4.4

4.1

4.3

4.4

4.1

4.1

4.8

4.4

4.5

3.9

4.3

4.2

4.4

4.2

4.1

4.3

4.4

4.2

Q8.

You

had

acc

ess

to y

our t

reat

ing

doct

or o

r ps

ychi

atris

t whe

n yo

u ne

eded

4.5

4.6

4.3

4.5

4.8

4.4

4.5

4.7

4.6

4.6

4.1

4.5

4.5

4.7

4.4

4.3

4.5

4.6

4.6

Q10

. You

r opi

nion

s ab

out t

he in

volv

emen

t of f

amily

or

frie

nds

in y

our c

are

wer

e re

spec

ted

4.3

4.6

4.1

4.4

4.4

4.2

4.3

4.6

4.4

4.5

4.2

4.2

4.2

4.4

4.2

4.1

4.2

4.4

4.4Q

13. S

taff

wor

ked

as a

team

in y

our c

are

and

trea

tmen

t

4.3

4.6

4.2

4.4

4.6

4.3

4.2

4.6

4.4

4.6

4.1

4.3

4.2

4.6

4.4

4.0

4.3

4.5

4.3

Q14

. Sta

ff di

scus

sed

the

effec

ts o

f you

r med

icat

ion

and

othe

r tre

atm

ents

with

you

4.4

4.7

4.3

4.5

4.5

4.3

4.4

4.7

4.3

4.7

4.2

4.4

4.4

4.6

4.4

4.2

4.5

4.5

4.4

Q15

. You

had

opp

ortu

nitie

s to

dis

cuss

you

r pro

gres

s w

ith th

e st

aff c

arin

g fo

r you

4.4

4.5

4.3

4.5

4.5

4.3

4.4

4.4

4.4

4.5

4.1

4.3

4.3

4.6

4.4

4.3

4.6

4.5

4.4

Q17

. You

had

opp

ortu

nitie

s fo

r you

r fam

ily a

nd c

arer

s to

be

invo

lved

in y

our t

reat

men

t and

car

e if

you

wan

ted

Valu

ing

indi

vidu

alit

y

4.6

4.7

4.4

4.6

4.8

4.5

4.5

4.7

4.6

4.6

4.3

4.6

4.4

4.7

4.6

4.4

4.7

4.7

4.6

Q6.

You

r ind

ivid

ualit

y an

d va

lues

wer

e re

spec

tedi

ce

4.1

4.3

4.0

4.2

4.0

4.0

3.8

4.0

4.1

4.2

4.0

4.0

4.0

4.2

4.1

3.9

4.1

4.1

4.1

Q16

. The

re w

ere

activ

ities

you

cou

ld d

o th

at s

uite

d yo

u

48

Tabl

e 5

QLD

WB

WM

TSV

T&C

TWBA

SC

MTI

MS: PAH

MS: L-B

MS: BAY

MN: TPCH

MN: RBWH

MN: R-C

MKY

GC

CHQ

CQ

CNS

Dom

ains

and

que

stio

ns

Ensu

ring

saf

ety

and

fair

ness

4.5

4.7

4.3

4.6

4.8

4.5

4.5

4.8

4.5

4.5

4.3

4.6

4.3

4.6

4.5

4.3

4.5

4.6

4.5

Q3.

You

felt

safe

usi

ng th

is s

ervi

ce

4.3

4.3

4.0

4.3

4.5

4.1

4.2

4.8

4.3

4.5

4.0

4.2

4.1

4.4

4.2

4.1

4.4

4.4

4.3

Q9.

You

bel

ieve

that

you

wou

ld re

ceiv

e fa

ir tr

eatm

ent

if yo

u m

ade

a co

mpl

aint

4.5

4.7

4.3

4.5

4.5

4.4

4.2

4.6

4.5

4.6

4.2

4.5

4.3

4.6

4.5

4.3

4.6

4.7

4.4

Q11

. The

faci

litie

s an

d en

viro

nmen

t met

you

r nee

ds

Prov

idin

g in

form

atio

n an

d su

ppor

t

3.9

4.3

3.7

4.0

4.0

3.8

3.8

4.3

3.7

4.0

3.7

3.7

3.7

4.0

3.8

3.7

3.9

3.9

3.8

Q18

. Inf

orm

atio

n gi

ven

to y

ou a

bout

this

ser

vice

3.8

4.3

3.7

3.9

4.0

3.8

3.7

4.3

3.6

3.9

3.6

3.6

3.6

4.0

3.8

3.6

3.9

3.7

3.8

Q19

. Exp

lana

tion

of y

our r

ight

s an

d re

spon

sibi

litie

s

3.7

4.1

3.5

3.8

3.9

3.8

3.6

4.2

3.7

4.1

3.7

3.7

3.7

3.8

3.8

3.7

3.7

3.9

3.6

Q20

. Acc

ess

to p

eer s

uppo

rt

3.8

4.2

3.6

4.0

4.2

3.8

3.7

3.9

3.8

4.0

3.7

3.8

3.7

4.0

4.0

3.7

4.0

3.9

3.8

Q21

. Dev

elop

men

t of a

car

e pl

an w

ith y

ou th

at

cons

ider

ed a

ll of

you

r nee

ds

Loca

tion

3.9

4.2

3.6

3.9

4.2

3.8

3.7

4.0

3.7

4.0

3.9

4.0

3.8

4.0

3.9

3.9

4.0

4.0

3.9Q

22. C

onve

nien

ce o

f the

loca

tion

for y

ou

Mak

ing

a di

ffere

nce

3.7

4.2

3.5

3.9

4.0

3.6

3.7

4.2

3.7

3.7

3.4

3.7

3.6

3.9

3.8

3.6

3.7

3.7

3.8

Q23

. The

effe

ct th

e se

rvic

e ha

d on

you

r ho

pefu

lnes

s fo

r the

futu

re

3.7

4.0

3.6

3.8

4.0

3.7

3.6

4.0

3.8

3.8

3.6

3.7

3.6

3.8

3.8

3.6

3.6

3.7

3.7

Q24

. The

effe

ct th

e se

rvic

e ha

d on

you

r abi

lity

to

man

age

your

day

to d

ay li

fe

3.8

4.1

3.7

3.9

4.1

3.7

3.7

4.1

3.9

3.8

3.6

3.9

3.7

4.0

3.8

3.6

3.7

3.8

3.8

Q25

. The

effe

ct th

e se

rvic

e ha

d on

you

r ove

rall

wel

l-bei

ng

4.0

4.3

3.8

4.1

4.5

3.9

4.0

4.3

4.0

4.0

3.7

4.0

3.8

4.2

4.1

3.8

4 4.0

3.9

4.0

Q26

. Ove

rall,

how

wou

ld y

ou ra

te y

our

expe

rienc

e of

car

e w

ith th

is s

ervi

ce in

the

last

3

mon

ths?

Tabl

e 5


Appendix 7Family of Youth questions and average scores for each Mental Health Service Org.

Tabl

e 5

QLD

WB

WM

TSV

MN: RBWH

MN: R-C

MKY

MS: L-B

GC

CHQ

CQ

CNS

MS: BAY

Dom

ains

and

que

stio

ns

Ove

rall

sati

sfac

tion

4.4

4.5

4.3

4.4

4.5

4.3

4.3

4.2

4.3

4.4

4.5

4.4

4.2

Q1.

Ove

rall,

I am

sat

isfie

d w

ith th

e tr

eatm

ent m

y ch

ild

rece

ives

Invo

lvem

ent i

n th

e pr

oces

s of

car

e

3.7

3.8

3.7

3.8

2.9

3.6

3.5

3.6

3.4

3.8

3.6

3.7

4.2

Q2.

I he

lped

to c

hoos

e m

y ch

ild’s

ser

vice

s

4.0

3.7

3.7

4.0

3.7

3.8

4.1

3.9

3.9

4.0

4.1

3.9

4.1

Q3.

I he

lped

to c

hoos

e m

y ch

ild’s

trea

tmen

t goa

ls

4.4

4.0

4.3

4.3

4.1

4.3

4.3

4.3

4.3

4.5

4.4

4.4

4.2

Q6.

I pa

rtic

ipat

e in

my

child

’s tr

eatm

ent

Felt

nee

ds w

ere

met

4.3

4.4

4.4

4.2

4.2

4.2

4.3

4.1

4.1

4.3

4.3

4.3

4.5

Q4.

The

peo

ple

help

ing

my

child

stic

k w

ith u

s no

m

atte

r wha

t

4.2

4.2

4.3

4.2

4.3

4.2

4.4

4.0

4.0

4.3

4.1

4.2

3.8

Q5.

I fe

el m

y ch

ild h

as s

omeo

ne to

talk

to w

hen

he/

she

is tr

oubl

ed

4.1

4.3

4.3

4.1

4.0

4.0

4.2

4.0

3.9

4.2

4.1

4.1

4.1

Q10

. My

fam

ily g

ets

the

help

we

wan

t for

my

child

4.0

4.1

4.0

3.9

3.9

3.6

3.9

3.8

3.8

4.1

4.0

4.0

3.7Q

11. M

y fa

mily

get

s as

muc

h he

lp a

s w

e ne

ed fo

r my

child

4.6

4.6

4.5

4.6

4.5

4.6

4.6

4.5

4.5

4.6

4.6

4.6

4.6

Q14

. Sta

ff sp

eak

with

me

in a

way

that

I un

ders

tand

Resp

ect a

nd s

afet

y

4.6

4.7

4.6

4.6

4.5

4.6

4.8

4.5

4.6

4.7

4.6

4.6

4.8

Q12

. Sta

ff tr

eat m

e w

ith re

spec

t

4.4

4.3

4.3

4.4

4.4

4.4

4.5

4.3

4.2

4.5

4.2

4.5

4.3

Q13

. Sta

ff re

spec

t my

fam

ily's

relig

ious

/spi

ritua

l be

liefs

4.4

4.1

4.3

4.3

4.5

4.4

4.6

4.3

4.2

4.4

4.4

4.4

4.3

Q15

. Sta

ff ar

e se

nsiti

ve to

my

cultu

ral/

ethn

ic

back

grou

nd

50

Table 6

Tabl

e 5

QLD

WB

WM

TSV

MN: RBWH

MN: R-C

MKY

MS: L-B

GC

CHQ

CQ

CNS

MS: BAY

Dom

ains

and

que

stio

ns

Acce

ssib

ility

4.2

4.3

4.2

4.1

3.8

3.9

4.1

4.1

3.9

4.2

4.2

4.3

4.1

Q7.

The

trea

tmen

t my

child

and

/or f

amily

rece

ives

is

right

for u

s

4.1

4.0

4.2

4.4

3.5

4.5

4.0

4.2

4.0

4.2

4.0

3.8

4.3

Q8.

The

loca

tion

of th

e se

rvic

e is

con

veni

ent f

or u

s

Appr

opri

aten

ess

of c

are

4.1

4.0

4.3

4.1

3.9

4.1

3.7

4.2

3.9

4.2

4.1

4.2

4.5

Q9.

Tre

atm

ent i

s av

aila

ble

at ti

mes

that

are

co

nven

ient

for u

s

Serv

ice

outc

omes

3.6

3.9

3.5

3.6

3.3

3.1

3.9

3.6

3.4

3.7

3.6

3.6

3.5

Q16

. M

y ch

ild is

bet

ter a

t han

dlin

g da

ilylif

e

3.6

3.6

3.5

3.5

3.4

3.2

3.8

3.6

3.4

3.7

3.7

3.7

3.6

Q17

. My

child

get

s al

ong

bett

er w

ith fa

mily

mem

bers

3.6

3.5

3.3

3.6

3.6

3.0

3.7

3.5

3.5

3.6

3.7

3.6

3.6

Q18

. My

child

get

s al

ong

bett

er w

ith fr

iend

s an

d ot

her

peop

le

3.4

3.8

3.2

3.5

2.9

2.8

3.4

3.2

3.2

3.5

3.6

3.4

3.4

Q19

. M

y ch

ild is

doi

ng b

ette

r in

scho

ol a

nd/o

r wor

k

3.4

3.6

3.4

3.3

3.1

2.8

3.6

3.3

3.2

3.5

3.4

3.3

3.1Q

20.

My

child

is b

ette

r abl

e to

cop

e w

hen

thin

gs g

o w

rong

3.3

3.4

3.3

3.3

2.7

2.8

3.3

3.1

3.2

3.3

3.4

3.4

3.0

Q21

. I a

m s

atis

fied

with

our

fam

ily li

fe ri

ght n

ow

3.6

3.8

3.5

3.6

3.3

3.0

3.9

3.5

3.4

3.7

3.7

3.6

3.6

Q22

. Ove

rall,

my

child

feel

s be

tter

Your Experience of Service — 2016 Statewide report © State of Queensland (Queensland Health) 2017

For more information contact: Mental Health Alcohol and Other Drugs Branch

Clinical Excellence Division Department of Health

GPO Box 48, Brisbane QLD 4001 [email protected]

(07) 3328 9846

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