Saying YES to ensuring quality Experience of Service

As a high performing and outcomes focused organisation, we are committed to building the capacity of Brisbane North PHN, and healthcare and service providers, to deliver the best possible health and community care system for the people of our region.

Recently our Mental Health, Alcohol and Other Drugs team sent over 800 Your Experience of Service (YES) surveys to consenting clients as part of the YES survey trial – an important and insightful continuous quality improvement exercise.

Participating service providers in Brisbane MIND and the Mental Health Service Hubs have been working to increase the number of consenting clients to receive the survey. The survey will garner valuable feedback about all aspects of a client’s experience with their service provider, who can in turn improve service delivery and client outcomes.

The YES survey was delivered via SMS and email using the RediCASE Survey Module. Automatic functions of this module can be utilised to send the survey at various intervals of a client’s therapeutic journey, collecting meaningful insights along the way.

Tonita Taylor Consulting has been commissioned to support and evaluate survey responses from the trial, and will produce an evaluation report to feed back to Brisbane North PHN and service providers.