ACT Healthcare Survey

ACT Health is surveying consumers regarding their experiences and levels of satisfaction with its services.

This survey is known as the ACT Healthcare Survey.

In this section:

ACT Healthcare Survey: Assessing consumer satisfaction and experience

ACT Health is surveying consumers regarding their experiences and levels of satisfaction with its services through the ACT Healthcare Survey.

Why?

ACT Health is committed to consumer engagement and this pursuit is reflected in its Business Plan. How well we do this is subject to scrutiny through accreditation.

The ways ACT Health currently engages with its consumers include:

consumer representation on committees
undertaking consultations with consumer organisations
through participating in community forums, and
by recording feedback through the Listening and Learning Standards.

This new survey will help improve services and benefit consumers by informing decision-makers what consumers think of their services. ACT Health will thereby be able to tailor its services to meet the needs of its consumers.

How?

ACT Health has engaged UltraFeedback to undertake this survey. UltraFeedback is a social research company specialising in consumer experiences in a healthcare setting.

ACT Health and UltraFeedback are mindful of their obligations regarding the privacy of consumers. Participation in the survey is voluntary and all consumer responses are anonymous. Consumers will not able to be identified from their responses.

Consumers may be recruited to participate in several ways; some may receive the survey and a reply paid envelope through the mail, some surveys and replied paid envelopes may be distributed by treating staff, and other consumers they may be invited by a consumer organisation to participate in a focus group. Information regarding the survey will be available at participating ACT Health reception areas.

When?

This project will be undertaken over a three year period. Surveying will commence in some services during October 2009, with other services to follow shortly thereafter. UltraFeedback will report the survey findings twice each year, with their first report expected in the first half of 2010.

Opt Out

While it is hoped that consumers who are invited to participate will do so, those who do not wish to be involved may complete an opt out form, which is available from ACT Health reception areas. Consumers who opt out will be permanently excluded from the survey process. Completed opt out forms should be left with the healthcare provider or the reception area from which the form was obtained.

If you do not have an opt out form and wish to do so you may ring UltraFeedback (toll free) on 1800 143 733.