Consumer perspectives of mental health care

Monitoring mental health consumer and carer experiences of service has been a long-term goal of the National Mental Health Strategy. This section presents information about consumer-rated experiences of care in public specialised mental health services using the nationally developed Your Experience of Service (YES) survey. The YES survey aims to help Australian mental health services and consumers work together to build better services. The project was a national initiative funded by the Australian government Department of Health and managed by the Victorian Department of Health and Human services in conjunction with the Mental Health Information Strategy Standing Committee (MHISSC). Implementation of the YES survey and national reporting of the data is a key action under the Fifth National Mental Health and Suicide Prevention Plan (CHC 2017).

Currently 3 jurisdictions—New South Wales, Victoria and Queensland—have implemented the YES survey and are contributing to the Your Experience of Service National Best Endeavours Data Set (NBEDS). At the time of writing Victoria advised that ‘The Victorian Government is currently in Caretaker period and will not be providing data at this time’. The data source section provides more detailed information on the development of the YES survey, participating states and territories, and other aspects of the YES data.

It is anticipated that this section will expand as more data becomes available.

Data downloads:

Consumer perspectives of mental health care tables 2016–17 (192 KB XLS)

 Consumer perspectives of mental health care section 2016–17 (222KB)

This section was last updated in December 2018.

Key points

  • In 2016–17, New South Wales and Queensland implemented the YES survey and provided data to monitor their mental health consumers’ experiences of care.
  • 24,322 consumer-rated experience of service surveys were collected from 64 mental health service organisations in 2016–17.
  • In 2016–17, 85.8% of respondents in admitted care in NSW, 73.2% in Qld, rated their care as Good/Very good/Excellent.
  • In 2016–17, 91.4% of respondents in ambulatory (non-admitted) care in NSW, 92.3% in Qld, rated their care as Good/Very good/Excellent.
  • In 2016–17, 67.6% of respondents in admitted care in NSW, 51.4% in Qld, reported a positive experience of service.
  • In 2016–17, 79.1% of respondents in ambulatory (non-admitted) care in NSW, 81.2% in Qld, reported a positive experience of service
  • In admitted care, 73.6% of respondents with Voluntary legal status in NSW, 61.6% in Qld, reported a positive experience of service in 2016–17.
  • In admitted care, 63.2% of respondents with Involuntary legal status in NSW, 44.1% in Qld, reported a positive experience of service in 2016–17.
  • In ambulatory (non-admitted) care, 83.1% of respondents with Voluntary legal status in NSW, 84.8% in Qld, reported a positive experience of service in 2016–17.
  • In ambulatory (non-admitted) care, 71.7% of respondents with Involuntary legal status in NSW, 75.2% in Qld, reported a positive experience of service in 2016–17.

Returned surveys

A total of 24,322 YES surveys were returned in 2016–17 (Figure CP.1). Of these, 20,864 were received in New South Wales and 3,458 in Queensland. Note that in New South Wales consumers are offered the survey at each service contact, while in Queensland consumers are encouraged to complete the survey at a particular time in the year (the data source section provides more detailed information on each state’s methodology).

15,222 surveys were received from consumers in admitted care settings and 9,100 were received from those in ambulatory (non admitted) care. New South Wales did not report any surveys received from consumers in residential care and Queensland does not report residential mental health services. A lower number of consumers accessing residential care services is observed in relevant data collections (reported in the section 'Specialised mental health care facilities’ of Mental Health Services in Australia). Note that an individual consumer may have completed the survey more than once in the reporting period.

 

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Figure CP.1 Alternative text - Source data Consumer perspectives of mental health care Table CP.1 (192 KB XLS)

In admitted care settings, 50.1% of the returned YES surveys were from consumers who received care for a period of 1 day to 2 weeks and 10.1% from consumers who received care for more than 6 months. This is in contrast to ambulatory care where consumers typically received care for longer periods—5.7% of surveys were from consumers who received care for 1 day to 2 weeks and 57.5% for more than 6 months.