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. The YES survey is available for completion in paper form in 24 languages and on tablet devices.

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).
  • 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.

Carer Experience Survey

A pilot collection of the nationally developed measure was undertaken as a companion to YES during the 2017 survey period with the intention of informing a future statewide implementation. The pilot will assess:

  • whether the ‘snapshot’ model used by YES is appropriate for the carer population
  • whether the CES is suitable for the Child and Youth sector
  • how to appropriately identify carers and offer the survey

Statewide reports

Last updated: 15 December 2017