2 Overall Satisfaction

Table 3. Overall satisfaction (Q10) – All Services (2021) Very Satisfied Satisfied Neither satisfied, nor dissatisfied Dissatisfied Very dissatisfied

NET SATISFIED

NET DISSATISFIED

Victoria 78.0% 19.0% 1.1% 0.8% 1.2% 97% 2%

New South Wales Queensland Western Australia 79.66% 16.8% 1.2% 2.0% 0.3% 96% 2% 80.7% 15.3% 1.6% 1.4% 1.0% 96% 2% 82.5% 14.7% 1.2% 1.4% 0.2% 97% 2%

Tasmania

82.2% 14.4% 1.6% 1.2% 0.6% 97% 2% Northern Territory 85.1% 13.3% 0.0% 0.0% 1.7% 98% 2% Australian Capital Territory 82.1% 15.5% 1.2% 0.7% 0.5% 98% 1% South Australia 82.6% 13.5% 1.9% 1.3% 0.6% 96% 2% Australia Overall 80.29% 16.2% 1.4% 1.4% 0.8% 96% 2% St John 84.0% 12.0% 1.8% 1.3% 1.0% 96% 2% Wellington 90.9% 6.4% 2.1% 0.2% 0.4% 97% 1% New Zealand Overall 84.8% 11.4% 1.8% 1.2% 0.9% 96% 2% Papua New Guinea 55.1% 38.6% 5.4% 0.5% 0.4% 94% 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’)

While minor changes were observed in the overall satisfaction result between 2020 and 2021 for almost all services, two services experienced a significant decrease in NET Satisfaction. In Victoria, NET Satisfaction decreased significantly from 99% in 2020 to 97% in 2021, whilst South Australia decreased from 99% to 96%.

In Papua New Guinea, satisfaction remained very positive with a total of 94% selecting they were either ‘very satisfied’ or ‘satisfied’ with their overall experience, consistent with the previous year.

Overall Satisfaction 2015 - 2021

Table 4. Overall satisfaction (Q10) – Time series 2015 2016 2017 2018 2019 2020 2021

Victoria New South Wales Queensland Western Australia 97% 97% 97% 98% 97% 99% 97% 99% - 97% 98% 98% 97% 96% 98% 100% 98% 98% 96% 98% 96% 97% 97% 99% 98% 99% 97% 97%

Tasmania

98% 98% 97% 98% 98% 98% 97% Northern Territory 97% 96% 97% 92% 95% 97% 98% Australian Capital Territory 98% 98% 97% 97% 97% 98% 98% South Australia 98% 98% 98% 98% 100% 99% 96% Australia Overall 98% 98% 97% 98% 98% 98% 96% St John - - 97% 98% 97% 97% 96% Wellington - - 97% 96% 96% 98% 97% New Zealand Overall - - 97% 98% 97% 97% 96% Papua New Guinea - - - - - 94% 94%

Q10. How satisfied were you overall with your last experience using the Ambulance Service? (Base Australia 2021 n=5,099; New Zealand 2021 n=1,744; Papua New Guinea 2021 n=1,093; excludes ‘missing’)

The reported NET satisfaction of Australian respondents has been the lowest in six waves of the study, however still a very strong positive result. New Zealand’s overall satisfaction (96%) is consistent with the previous years. Papua New Guinea maintained a NET satisfaction of 94%, consistent with the 2020 result.

The consistently positive results suggest that standards of service delivery have become entrenched all services in all three countries.