New South Wales — Health

New South Wales Hospital and Emergency Health System Survey

This anonymous survey examines what happens when people in New South Wales need urgent or emergency medical care. It follows one patient journey from the original event through ambulance attendance, the first treatment point, hospital transfers, definitive treatment and longer-term outcomes.

Please complete a separate survey for each event. Do not include names, exact addresses, telephone numbers, email addresses, patient numbers or staff names. Approximate times are acceptable.

This survey is not monitored for emergencies and is not a formal complaint service. Call 000 if anyone is currently in danger.

Anonymous response: Do not enter names, email addresses, phone numbers, patient numbers or staff numbers.

1. ABOUT THE EVENT — Are you answering about: * My own experience A family member’s experience Someone I supported or cared for Someone who has since died Another situation I directly witnessed

2. Approximately when did the event happen? *

3. In which part of New South Wales did the event begin? *

4. How would you describe the location where the event began? * Major city Regional town Small rural town Remote community Farm or isolated property On a road or while travelling A hospital or health facility Unsure

5. What was the patient’s age group at the time?

6. What was the main medical event? *

7. How suddenly did the condition develop? * Suddenly, within minutes Over less than one hour Over several hours Over one or more days The condition followed an accident or injury Unsure

8. GETTING HELP — What was the first action taken? * Called 000 for an ambulance Called a GP or medical centre Called Healthdirect or another telephone health service Went directly to a hospital Went to an urgent care or community health service A health professional arranged the transfer No help was sought immediately Other

9. Approximately how long after symptoms began was medical help first requested? *

10. AMBULANCE — How long did it take for an ambulance to arrive after it was requested? *

11. Did ambulance officers begin assessment or treatment at the scene? * Yes No Only a limited assessment or treatment was possible The patient was treated by another health professional first Not applicable Unsure

12. After the ambulance arrived, approximately how long was it before the patient left for a treatment facility? *

13. Approximately how long did the ambulance journey to the first treatment point take? *

14. After reaching the hospital, how long did the patient remain with ambulance officers before hospital staff formally took over their care? *

15. FIRST TREATMENT POINT — What was the first treatment point? *

16. Was this the closest appropriate health facility? * Yes No—the closest facility could not provide the required service No—the ambulance was directed elsewhere No for another reason Unsure

17. After arriving, approximately how long was it before the patient was first assessed by a nurse, doctor or appropriate clinician? *

18. Approximately how long after arrival did meaningful treatment begin? *

19. Could the first treatment point provide the care that was needed? * Yes—the condition was treated there Partly—the patient was assessed and stabilised No—the patient required transfer No—the required treatment was unavailable The patient was discharged without the problem being resolved Unsure

20. Which services appeared to be unavailable or delayed at the first treatment point? No service was missing or delayed Emergency doctor Specialist doctor Cardiology service Cardiac catheterisation or angiography Stroke specialist or stroke unit CT or other diagnostic imaging Pathology or blood-test results Operating theatre Intensive care bed General hospital bed Mental health service Maternity or paediatric service Ambulance or patient transport Other Unsure

21. CARDIAC — If this was a suspected cardiac event, how long did it take to receive an ECG or initial cardiac assessment? *

22. STROKE — If this was a suspected stroke, how long did it take to receive brain imaging such as a CT scan? *

23. Was the patient told that a time-sensitive treatment was available or required? * Yes, and it was provided within the required time Yes, but it was delayed Yes, but it could not be provided No time-sensitive treatment was required No explanation was given Unsure

24. TRANSFER — Was the patient transferred to another hospital or facility? * Yes No A transfer was planned but did not happen The patient arranged their own travel to another facility Unsure

25. Why was the transfer required? Specialist treatment was unavailable Diagnostic equipment or imaging was unavailable Cardiac treatment was unavailable Stroke treatment was unavailable Surgery was unavailable No intensive care bed was available No suitable hospital bed was available Mental health treatment was unavailable The patient needed a higher level of care The original facility was closing or had limited operating hours Another reason Not applicable Unsure

26. Where was the patient transferred? *

27. How was the patient transferred? *

28. How long was it from the decision to transfer until the patient departed? *

29. After arriving at the receiving hospital, how long was it before the required specialist or definitive treatment began? *

30. OUTCOME — What was the immediate outcome? *

31. Were there delays at any stage that you believe affected the patient’s outcome? * Yes—definitely Yes—possibly No Unsure

32. Did a health professional indicate that a delay may have affected the outcome or treatment options? * Yes No The issue was discussed but no conclusion was given No explanation was provided Unsure Prefer not to say

33. What continuing effects or complications occurred? No continuing effects Reduced heart function or continuing cardiac problems Weakness, paralysis or mobility problems Speech, memory or cognitive problems Breathing difficulties Ongoing pain Need for additional surgery or medical treatment Need for rehabilitation Need for personal or family care Mental health effects Loss of employment or ability to work Financial hardship The patient died Another effect Unsure Prefer not to say

34. How much does the event continue to affect the patient or family? * 1—No continuing effect 2—Minor effect 3—Moderate effect 4—Major effect 5—Severe or permanent effect Prefer not to say

35. FAILURE POINT — Where did the most significant delay or failure occur? *

36. How well were the patient and family kept informed? * 1—Not informed 2—Poorly informed 3—Adequately informed 4—Well informed 5—Very well informed Not applicable

37. What part of the system worked well? Do not include names or identifying details.

38. What should have happened differently? Describe the service, treatment, transfer or timing problem without including names or identifying details.

39. Is there anything else decision-makers should understand about this experience? Do not include names, exact dates, addresses, patient numbers or contact details.

40. I understand that my anonymous response may be combined with other responses and used in public reports, policy discussions or submissions. * Yes No