Community, Indigenous and Subacute Service (CISS) CaRE Survey

Closed 17 Feb 2017

Opened 14 Nov 2016

Feedback Updated 22 Dec 2017

We Asked

In 2016, we commenced the  "Connection and Respectful Experience" (CaRe) survey in Community, Indigenous and Subacute Service (CISS) to understand our consumer experience and to improve our services.  The CaRE survey asked you how we are going in following key areas:

  • connection to reflect the importance of taking time to establish  trust and relationships
  • respect  to ensure that you experience respect in the way you are treated and in all communication
  • empathy  to ensure that compassionate care was provided to you
  • information to see if you received all the information you needed, in a way that you understood, and was helpful and timely
  • continuity and consistency to ensure that all healthcare professionals involved in your care were consistent and worked as a team to support you
  • involvement as a way of understanding if you felt you were involved in the decisions about your care as much as you wanted to be. We also asked if you wanted your family to be involved and how well we did that.

You Said

A total of 140 people completed the survey.

Across all of the domains, overall scores were given.

  • The lowest questions scored was “Were your family and/or friends involved in your care as much as you wanted them to be?”  followed by “Were you involved in decisions about your care as much as you wanted to be?”.  These two questions had the highest ‘never’ responses.
  • Four other questions scored below 90%:
    • Did staff take time to get to know you?
    • Was information provided to you in a way you could understand?
    • Were you able to ask any questions that you had?
    • Do you feel staff involved in your care worked well together?
    • How likely are you to speak highly of your experience?
  • In response to the request for further information, the following specific issues were identified:

  • Specific issues identified at CISS by consumers included:

  • Comfort and environment of Interim Care – including food, maintenance, comfort and temperature.
  • Parking “Car parking a problem”

  • Appointment system: “Hard to get appointments that work with everyone” and “I wasn't sure if I could request an earlier appointment if I had issues with my medications”.  Appreciative comments focused on the flexibility of appointments that allowed patients to manage their time, and fit with their schedules.
  • Continuity of care “Always changing educators, hard to build a relationship…” .
  • Need for understanding of elderly and carer needs and support needs of patients.  Comments reflected this and the appreciative of a helpful and supportive service were echoed.
  • Respect and communication: “I felt inferior and not listened to.” 

Connected/integrated care “Staff were confused on arrival. Did not receive information on arrival. I had to ask questions to find out what was happening…” and “Follow up phone calls don’t always happen.” Comments also reflected linkages and communication between services could be improved

We Did

In response to the findings, the following actions are underway:

  • Present the findings of the CISS CaRE Patient Experience Survey Pilot Evaluation to the CISS Engage Committee Meeting
  • Develop and implement a CISS Consumer and Community Engagement Plan that includes the roll out of the CaRE Patient Experience Survey across service lines
  • Develop strategies to provide the survey in a variety of formats such as mobile device, hard copies, email link, text link etc.
  • Investigate the feasibility of using the CaRE Experience Survey following a clinical incident and/or complaint
  • Set 'stretch' targets for each domain  (e.g. 95%)


We value your feedback on your most recent experience at Community, Indigenous and Subacute Service (CISS).

We want to know if you experienced kind and respectful care.

This survey will take no longer than five minutes to complete and all responses are anonymous.


  • Community members


  • Community feedback