2 Overall Satisfaction Table 3. Overall satisfaction (Q10) – All Services (2021)
Victoria New South Wales Queensland Western Australia Tasmania Northern Territory Australian Capital Territory South Australia Australia Overall St John Wellington New Zealand Overall Papua New Guinea
Very Satisfied
Satisfied
Neither satisfied, nor dissatisfied
Dissatisfied
Very dissatisfied
NET SATISFIED
NET DISSATISFIED
78.0% 79.66% 80.7% 82.5% 82.2% 85.1% 82.1% 82.6% 80.29% 84.0% 90.9% 84.8% 55.1%
19.0% 16.8% 15.3% 14.7% 14.4% 13.3% 15.5% 13.5% 16.2% 12.0% 6.4% 11.4% 38.6%
1.1% 1.2% 1.6% 1.2% 1.6% 0.0% 1.2% 1.9% 1.4% 1.8% 2.1% 1.8% 5.4%
0.8% 2.0% 1.4% 1.4% 1.2% 0.0% 0.7% 1.3% 1.4% 1.3% 0.2% 1.2% 0.5%
1.2% 0.3% 1.0% 0.2% 0.6% 1.7% 0.5% 0.6% 0.8% 1.0% 0.4% 0.9% 0.4%
97% 96% 96% 97% 97% 98% 98% 96% 96% 96% 97% 96% 94%
2% 2% 2% 2% 2% 2% 1% 2% 2% 2% 1% 2% 1%
Base Australia n=5,099; New Zealand n=1,774; Papua New Guinea n=1,093 (excludes ‘missing’)
As with previous waves of the study, overall satisfaction figures across all services remained very positive: 96% of Australian and New Zealand service users, and 94% of Papua New Guinea service users reported being either ‘very satisfied’ or ‘satisfied’ with their overall experience. Despite a significant decline in NET satisfaction in Australia from 98% in 2020 to 96% this year, overall satisfaction remained overwhelmingly positive, just 2% of patients in Australia and New Zealand reported being ‘very dissatisfied’ or ‘dissatisfied’. The decline in this year’s result at the national level in Australia was driven by the larger services including NSW, Queensland and Victoria all recording a lower proportion of ambulance service users being satisfied with overall experience than in previous years.
Figure 2. Overall satisfaction (Q10) – All Services (2020 vs 2021)
Q10. How satisfied were you overall with your last experience using the Ambulance Service? (Base Australia 2021 n=5,099, 2020 n=2,719; New Zealand 2021 n=1,774, 2020 n=1,638; Papua New Guinea 2021 n=1,093, 2020 n= 65; excludes ‘missing’)
10
The Council of Ambulance Authorities | 2021 Patient Experience Survey Report
