S12: Your Experience of Service. The continued development of a nationally consistent approach to mental health consumer experience measurement.

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By September 21, 2017 No Comments

Authors: Tim Coombs, Geoff Harris, Cheryl Reed, Rosemary Dickson

Year: 2017

Event: 2017 TheMHS Conference

Subject: Research & Evaluation Informing Practice

Type of resource: Conference Presentations and Papers

Abstract: The Your Experience of Service (YES) survey was developed to provide an understanding of the consumer’s experience of mental health services. The measure is currently being used in Queensland, New South Wales and Victoria, with other states and territories interested in its introduction. This paper will outline a variety of work being undertaken to support the development of the YES survey. With the implementation of the measure attention has now turned to how the measure should be reported. This paper describes a process of consultation undertaken in Queensland, New South Wales and South Australia with consumer and carers aimed at producing a set of domain names that would be engaging, understandable and that would support the use of the survey for quality improvement. The paper will also outline further development of the Your Experience of Service Community Managed Organisations (YES-CMO) measure. A group of community managed organisations in South Australia have agreed to collect the measure to test the psychometric properties of a short form but importantly have agreed to have their performance compared based on the reports generated from the collected material. The paper will conclude with a discussion of the development of a version of the YES measure for primary health networks (PHN’S).

Learning Objectives
Learning Objective 1: At the completion of this session the audience will have a better understanding of the “your experience of service” measure and its continued development.

Learning Objective 2: The audience will learn that the collection this information is essential for ongoing quality improvement in the mental health sector.

Australian Government. Your Experience of Service Australia’s National Mental Health Consumer Experience of Care Survey. Canberra Department of Health, 2015.
Australian Mental Health Outcomes and Classification Network. "Your Experience of Service (Cmo Version)." Last modified 2016. Accessed 11/3/2017, 2017. http://www.amhocn.org/special-projects/your-experience-service-questionnaire-cmo-version.

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