In October 2013 St John introduced a monthly (paper-based) Patient Satisfaction Monitor (survey). Patients are randomly selected from previous month’s 111 calls where St John transported the patient by ambulance to either a hospital emergency department or other health care provider. Over a year it's anticipated the sample will exceed 1,800 responses.
The overriding objectives for the monitoring are to:
- Record response levels and trends in the levels of patients' satisfaction with St John's service
- Identify the key satisfaction indicators
- Identify opportunities to improve St John's service delivery.
Understanding the graphs/charts
The 'Top Box' measurement tracks patients' responses rating St John service as a 5 from a rating scale of 1 - 5. With overall satisfaction levels for St John being at a high level, focusing on the top score provides a level of sensitivity that helps identify service improvement opportunities.
Results are averaged over a 3-month period (Moving Average Total – MAT) which is a recognised methodology to reliably measure trends. Additionally, the 3-month totals can be compared with year-to-date averages (pie charts). The majority of responses are reported both nationally and by St John regions.
The report includes respondent's verbatim comments for the two open-ended questions in the survey which are grouped by category/theme of comment. We will update this site with the latest report on a quarterly basis.
Click here to download the report >>