Public health services in NSW
public hospitals and health services in NSW.1
emergency department (ED) attendances in 2021.2
admitted patients in NSW public hospitals in 2021.2
ambulance responses in 2021, a 2% increase from 2019.2
median response time for high priority* emergencies in 2021.2
How are customers experiencing these services?
We asked customers how well we were delivering on our Customer Commitments based on their experience with public health services in NSW. Here’s what they said is working well and where we need to improve.
What are we doing well?
The following statements highlight areas that most respondents agree are working well for them.
- I was treated with respect.
- I was treated fairly.
- I was treated with care.
- They did what they said they would do.
- The information was simple to understand.
Where can we improve?
The following statements highlight areas that need improvement, based on the least number of respondents agreeing with the statements.
- I felt I was able to provide feedback on how the service could be improved to better meet my needs.
- I felt I was able to provide feedback on the service I received.
- The process took very little time.
- I did not have to wait longer than necessary for the service I required.
- I did not have to provide the same information multiple times.
Here’s what customers told us about public health services in NSW
- Easy to access
- Act with empathy
- Respect my time
- Explain what to expect
- Resolve the situation
- Engage the community
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82% of customers found these services to be easy to access.
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85% felt that service staff acted with empathy in their interaction with the service.
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69% of customers felt their time was respected.
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80% of customers felt the service explained what to expect.
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84% of customers felt their situation was resolved.
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54% of customers felt the service allowed them to provide feedback.
Case study
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A trip to the emergency department is now a whole new experience
The Emergency Department Patient Experience Program is creating a welcoming and supportive environment for customers visiting hospital emergency departments.
Find out more about the report
Sources:
1 NSW Health – Hospitals and health services.
2 Healthcare in Focus – New South Wales and the COVID-19 pandemic in 2021 (calendar year), Bureau of Health Information.
*Refers to highest priority (P1A) cases.
CXS Source: NSW Government Customer Experience Survey (CXS). About the survey methodology.
Fieldwork: January to June 2022.
Questions: Thinking about your experience with the government service…
- How easy or difficult was it to do this?
- How satisfied or dissatisfied were you with this experience?
- To what extent do you trust the government service to be working in your best interests?
- We would like your opinion on [CUSTOMER COMMITMENT]. Please indicate how strongly you agree or disagree with each of the statements below.
Base: Customers who have interacted with public health services in the last 12 months.
Sample sizes: Ease and Satisfaction (n=975), Trust (n=988), Customer Commitments (various n=722 to 988).
Definitions and notes:
- Ease of service is calculated as the percentage of customers that selected ‘Very easy’ or ‘Somewhat easy’.
- Satisfaction with service is calculated as the percentage of customers that selected ‘Very satisfied’ or ‘Somewhat satisfied’.
- Trust in service is calculated as the percentage of customers that selected ‘Trust a great deal’ or ‘Somewhat trust’.
- Responses to the Customer Commitment questions are calculated as the percentage of customers that selected ‘Strongly agree’ or ‘Somewhat agree’ and it excludes ‘Not applicable’ responses.