Your Experience of Service (YES)

The active involvement of consumers and carers in the development, planning, delivery and evaluation of services is a hallmark of a quality mental health system. Your Experience of Service (YES) is an annual survey collection designed to gather information about the experiences of care received by people accessing public mental health services in Queensland.

YES was developed in consultation with mental health consumers and carers and is based on the recovery standards in the 2010 National Standards for Mental Health Services. It includes a Family of Youth (FoY) survey which is directed towards parents, families or carers of children and adolescents accessing mental health services. Participation for these groups is voluntary and anonymous.

All Hospital and Health Services across Queensland participate in the YES collection, with the results communicated back to consumers and used by mental health services to identify areas for improvement, create action plans and implement quality improvement activities.

Framework

A framework has been developed to guide the collection, reporting and use of consumer and carer experience of service information. It is divided into four phases of approximately three months each:

  • Preparation – Hospital and Health Services are engaged to participate in the collection, resources are distributed, and education sessions are conducted
  • Collection – surveys are offered by staff to mental health consumers, and collected for return to the Mental Health, Alcohol and Other Drugs Branch (MHAODB) for data entry
  • Analysis and reporting - survey results and reports are made available to Hospital and Health Services via the Integrated Mental Health Data Reporting Repository
  • Planning for action – health services report results back to consumers, staff and the executive team, and use the results to create action plans for service improvements.

YES on mobile devices

A pilot was conducted during the 2016 survey collection in partnership with the Gold Coast Hospital and Health Service to offer the surveys to consumers using iPads. The pilot was a proof of concept initiative, with the objective of identifying enablers and barriers to other health services offering the survey via iPads.

An evaluation of the pilot is currently underway.

Last updated: 29 August 2017