Council of Ambulance Authorities Patient Satisfaction Survey 2016

Research output: Book/ReportCommissioned report


This report details the results of the Council of Ambulance Authorities Annual National Patient Satisfaction Survey. The data was collected by the Council of Ambulance Authorities and analysed and interpreted by the Ehrenberg-Bass Institute. This research investigated the service quality and satisfaction ratings of ambulance services across Australia (states/territories based). The purpose of this research was to measure the quality of ambulance services, as perceived by its customers(patients or carers). The ratings were compared over time as this study has been running since 2002in Australia and since 2012 for Wellington Free Ambulance in New Zealand. In the beginning of 2016Wellington Free Ambulance changed survey questions, hence its results are not comparable to the results of the Australian survey and not reported here. Respondents were asked to evaluate their experience of using ambulance services on a number of dimensions: timeliness, telephone assistance, treatment received, paramedics’ care, journey quality and the overall satisfaction using the ambulance service.
Original languageEnglish
Place of PublicationAdelaide
PublisherUniversity of South Australia
Commissioning bodyCouncil of Ambulance Authorities of Australian, New Zealand and Papua New Guinea
Number of pages28
Publication statusPublished - 7 Sep 2016
Externally publishedYes


  • patient satisfaction
  • Council of Ambulance Authorities
  • ambulance services


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