St John has a strong commitment to continuous improvement and a key aspect of this is ensuring we listen to the "voice of the customer/patient"

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:

  1. Record response levels and trends in the levels of patients' satisfaction with St John's service
  2. Identify the key satisfaction indicators
  3. 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 >>

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