Consumers in ambulatory care

Demographics

11,695 ambulatory (non–admitted) care consumers responded to the YES survey in 2017–18. The highest number of responses was from consumers aged 45–54 years (1,965 or 18.5%), followed by consumers aged 35–44 (1,857 or 17.4%) and 25–34 (1,787 or 16.8%). More responses were received from female (51.3%) than male (47.9%) consumers and 91 responses were from consumers who identified as ‘Other’ gender (0.8%).

Indigenous Australians returned 935 surveys (8.5%) and non-Indigenous Australians returned 10,004 (91.5%). There were an additional 756 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 treated involuntarily under the relevant state or territory mental health legislation. Of ambulatory care respondents, there were 2,186 (24.8%) with involuntary status.

Consumer 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 2017–18, a higher number of ambulatory care respondents rated their care as ‘Excellent’, followed by ‘Very Good’, ‘Good’, ‘Fair’ and ‘Poor’ (Figure CP.6). In Queensland, 91.9% of ambulatory care respondents rated the care they received as ‘Good’, ‘Very Good’, or ‘Excellent’; 89.9% of respondents gave these ratings in New South Wales, and 89.3% in Victoria. These proportions are higher than those observed for admitted care respondents.

 

Figure CP.6 Alternative text - Source data Consumer perspectives of mental health care tables (40KB XLS)

Consumer experience of service

Using the nationally agreed overall score, Queensland had the highest proportion of consumers with a positive experience of service (79.1%), followed by New South Wales (77.9%) and Victoria (73.8%) (Figure CP.7). These proportions are higher than those for admitted care respondents.

 

Figure CP.7 Alternative text - Source data Consumer perspectives of mental health care tables (40KB XLS)

The proportion of ambulatory care respondents 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, 78.0% of respondents with Voluntary status, 63.8% with Involuntary status, and 73.9% with status Not recorded, rated their experience of service positively. This pattern was observed for all states (Figure CP.8).

 

Figure CP.8 Alternative text - Source data Consumer perspectives of mental health care tables (40KB XLS)

In 2017–18 in Queensland and New South Wales, the proportion of Indigenous ambulatory care respondents who generated a positive experience of service score was lower than that for non-Indigenous respondents, while in Victoria, it was the proportion of Indigenous respondents which was higher. Queensland respondents had the highest proportions, with 79.4% of non-Indigenous respondents and 78.9% of Indigenous respondents rating their experience of service positively; in New South Wales the proportions were 78.6% of non-Indigenous and 72.9% of Indigenous respondents. In Victoria, 76.6% of Indigenous respondents and 73.7% of non-Indigenous respondents rated their experience of service positively.

Consumers in residential care

Demographics

571 residential care consumers in Victoria and Queensland responded to the YES survey in 2017–18. New South Wales did not report any surveys received from consumers in residential care. The highest number of responses was from consumers aged 35–44 (152 or 27.9%) followed by 25–34 (140 or 25.7%) and 45–54 (93 or 17.1%). More responses were received from male (50.5%) than female (48.6%) consumers and 5 responses were from consumers who identified as ‘Other’ gender (0.9%).

Indigenous Australians returned 27 surveys (5.0%) and non-Indigenous Australians returned 514 (95.0%). There were an additional 30 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 treated in hospital involuntarily under the relevant state or territory mental health legislation. Of residential care respondents, there were 138 (30.0%) with involuntary status.

Consumer 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 2017–18, a higher number of residential care respondents rated their care as ‘Excellent’, followed by ‘Very Good’, ‘Good’, ‘Fair’ and ‘Poor’ (Figure CP.9).

In Victoria, 91.8% of residential care respondents rated the care they received as ‘Good’, ‘Very Good’, or ‘Excellent’ while 91.5% of respondents gave these ratings in Queensland. These proportions are higher than those observed for admitted care respondents.

 

Figure CP.9 Alternative text - Source data Consumer perspectives of mental health care tables (40KB XLS)

Consumer experience of service

Using the nationally agreed overall score, Queensland had the highest proportion of consumers with a positive experience of service (78.9%), followed by Victoria (77.6%). For Victoria, a higher proportion of consumers in residential care rated their service positively compared with consumers in admitted and ambulatory (non-admitted) care. For Queensland the proportion of residential care consumers rating their service positively was higher than admitted care, but lower than ambulatory care.