Community Nursing clients have their say

In October 2019, the Department conducted the first survey of clients receiving DVA-funded Community Nursing services.

The anonymous survey aimed to understand the experience clients have with their Community Nursing services and identify any gaps in the information provided to clients.

DVA funds registered community nursing providers to care for around 17,000 entitled persons in their homes. The aim of the service is to enhance the independence and health outcomes of the entitled person by avoiding early admission to hospital and/or residential care.

Community Nursing services can assist with medication, wound care, hygiene and help with showering or dressing. Community Nursing services are provided by a mix of personnel including registered and enrolled nurses and nursing support staff.

Through Orima Research, who conduct the annual DVA Client Satisfaction Survey, DVA went out to more than 1,600 clients. The survey was extremely successful with 660 responses received — a 40 per cent response rate.

The findings are very positive. Overall, 94 per cent of community nursing clients surveyed reported being either satisfied or very satisfied with their services.

Ninety per cent of respondents indicated they felt cared for and were confident in the safety of their treatment, and 96 per cent reported that they are always treated with respect.

The survey also asked about clients’ perception of their health and the impact of DVA-funded community nursing services. Eighty-five per cent of clients reported that their services have a positive impact on their health.

Family members and carers were also asked to take part in the survey with initial results indicating more than 90 per cent have a positive experience with their Community Nursing provider.

We have identified areas for improvement, including the need to make people more aware of how to change providers. DVA is working on the development of a client and carer booklet to address some of the knowledge gaps. The booklet will also cover topics including services available through the program and other channels, how to find information on services, and clients’ rights and responsibilities.

Thank you to all who took part; your time in responding to the survey is greatly appreciated.

See the Community Nursing services page of the DVA website for more information about Community Nursing services, including eligibility.