Consumers in ambulatory care

Demographics

12,214 ambulatory (non–admitted) care consumers responded to the YES survey in 2018–19. The highest number of responses was from consumers aged 45–54 years (1,953 or 17.5%), followed by consumers aged 35–44 (1,949 or 17.4%) and 25–34 (1,776 or 15.9%). More responses were received from female (51.7%) than male (47.5%) consumers and 93 responses were from consumers who identified as ‘Other’ gender (0.8%).

Indigenous Australians returned 1,063 surveys (9.4%) and non-Indigenous Australians returned 10,272 (90.6%). There were an additional 879 surveys returned where Indigenous status of the respondent was not stated or not recorded.

Mental health legal status refers to whether or not a person was provided care under the relevant state or territory mental health legislation compulsory treatment provisions. Of ambulatory care respondents, there were 2,142 (23.2%) with Involuntary status.

Consumers' ratings of care

The YES survey question, ‘Overall, how would you rate your experience of care with this service in the last 3 months?’, provides a rating of experience of care. In 2018–19, a higher proportion of respondents in ambulatory care rated their care as ‘Excellent’ than ‘Very Good’, ‘Good’, ‘Fair’ or ‘Poor’ (Figure CP.6).

In Queensland, 91.7% of respondents in ambulatory care rated the care they received as ‘Good’, ‘Very Good’, or ‘Excellent’; 88.7% of respondents gave these ratings in New South Wales, and 88.1% in Victoria. These proportions are higher than those observed for admitted and ambulatory care respondents.

Figure CP.6: Consumer ratings of care, ambulatory care, 2018-19.

Vertical bar graph showing the proportion of consumers in ambulatory care who rated their experience of service as Poor, Fair, Good, Very Good, and Excellent in 2018–19 for each state. Percentages for NSW: Poor 5.4; Fair 5.9; Good 16.3; Very good 25.5; Excellent 46.8. Vic: Poor 3.9; Fair 8.0; Good 18.7; Very good 29.2; Excellent 40.2. Qld: Poor 2.9; Fair 5.4; Good 16.4; Very good 26.1; Excellent 49.3. Source: Table CP.4.

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Source data Consumer perspectives of mental health care tables (41KB XLSX)

Consumers' experience of service

Using the nationally agreed overall score, Queensland had the highest proportion of consumers in ambulatory care with a positive experience of service (80.9%), followed by New South Wales (78.7%) and Victoria (76.5%) (Figure CP.7). These proportions are higher than those for admitted care respondents.

Figure CP.7: Consumers in ambulatory care with a positive experience of service, by state, 2015-16 to 2018-19.

Vertical bar graph showing the proportion of consumers in ambulatory care with an experience of service score of 80 and above, indicating a positive experience, for each state in 2015–16 to 2018–19. Percentages in 2015–16: NSW 78.9; Vic 69.0; Qld 79.5. Percentages in 2016–17: NSW 79.1; Vic 68.9; Qld 81.2. Percentages in 2017–18: NSW 77.9; Vic 73.8; Qld 79.1. Percentages in 2018–19: NSW 78.7; Vic 76.5; Qld 80.9. Source: Table CP.5.

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Source data Consumer perspectives of mental health care tables (41XLSX)

The proportion of respondents in ambulatory care with a positive experience of service score was higher for respondents with Voluntary mental health legal status than Involuntary status and mental health legal status Not recorded. For example in Victoria, 80.5% of respondents with Voluntary status, 64.1% with Involuntary status, and 77.7% with status Not recorded, rated their experience of service positively. This pattern was observed for all states (Figure CP.8).

Figture CP.8: Consumers in ambulatory care with a positive experience of service, by state and mental health legal status, 2018-19.

Vertical bar graph showing the proportion of consumers in ambulatory care with an experience of service score of 80 and above, indicating a positive experience, by state mental health legal status, 2018–19. Percentages for NSW: Voluntary 83.0; Involuntary 71.7; Not recorded 72.0. Vic: Voluntary 80.5; Involuntary 64.1; Not recorded 77.7. Qld: Voluntary 84.5; Involuntary 73.7; Not recorded 81.2. Source: Table CP.7.

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Source data Consumer perspectives of mental health care tables (41KB XLSX)

In 2018–19, the proportion of Indigenous respondents in ambulatory care who had a positive experience of service was lower than for non-Indigenous respondents. Queensland respondents had the highest proportions, with 81.5% of non-Indigenous respondents and 79.1% of Indigenous respondents rating their experience of service positively; in New South Wales the proportions were 79.4% of non-Indigenous and 72.0% of Indigenous respondents. In Victoria, 76.6% of non-Indigenous respondents and 72.7% of Indigenous respondents rated their experience of service positively.

Consumers in residential care

Demographics

Of the 3 jurisdictions which contribute to the YES NBEDS, two reported surveys received from consumers in residential care in 2018–19. In Queensland and Victoria, 603 residential care consumers responded to the YES survey in 2018–19. New South Wales did not report any surveys received from consumers in residential care. The highest number of responses was from consumers aged 25–34 (135 or 24.3%) followed by 35–44 (132 or 23.7%) and 45–54 (124 or 22.3%). More responses were received from female (51.1%) than male (47.5%) consumers and 8 responses were from consumers who identified as ‘Other’ gender (1.4%).

Indigenous Australians returned 36 surveys (6.5%) and non-Indigenous Australians returned 515 (93.5%). There were an additional 52 surveys returned where Indigenous status of the respondent was not stated or not recorded.

Mental health legal status refers to whether or not a person was provided care under the relevant state or territory mental health legislation compulsory treatment provisions. Of residential care respondents, there were 131 (27.5%) with Involuntary status.

Consumer's ratings of care

The YES survey question, ‘Overall, how would you rate your experience of care with this service in the last 3 months?’, provides a rating of experience of care. In 2018–19, a higher number of respondents in residential care rated their care as ‘Excellent’ than ‘Very Good’, ‘Good’, ‘Fair’ or ‘Poor’ (Figure CP.9).

In Victoria, 93.0% of respondents in residential care rated the care they received as ‘Good’, ‘Very Good’, or ‘Excellent’ while 95.0% of respondents gave these ratings in Queensland. These proportions are higher than those observed for admitted care respondents.

Figure SP.9: Consumer ratings of care, residential care, 2018-19.

Vertical bar graph showing the proportion of consumers in residential care who rated their experience of service as Poor, Fair, Good, Very Good, and Excellent in 2018–19 for each state. NSW reported 0 surveys in residential care. Percentages for Vic: Poor 1.1; Fair 5.9; Good 15.5; Very good 29.1; Excellent 48.4. Percentages for Qld: Poor 1.4; Fair 3.6; Good 12.2; Very good 28.1; Excellent 54.7. Source: Table

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Source data Consumer perspectives of mental health care tables (41KB XLSX)

Consumer experience of service

Using the nationally agreed overall score, Queensland had the highest proportion of consumers in residential care with a positive experience of service (85.6%), followed by Victoria (81.8%). For Queensland and Victoria, a higher proportion of consumers in residential care rated their service positively compared with consumers in admitted and ambulatory (non-admitted) care.