Sharing experiences improves our care.

What is You Said…™?

You Said… is a consumer experience survey tool to collect and measure consumer feedback, evaluation and outcomes. It gives people who use health services a way to report their experience of the care they receive, and the outcomes of their care.

Who is it for?

Consumers: You Said… is currently for people referred to our CAREinMIND™ Targeted Psychological Support Service (TPS) or Intensive Support Services (ISS) to tell us about their health journey and health outcomes to inform better care.

Providers: Once a CAREinMIND mental health provider, such as a psychologist or mental health social worker, has five or more consumer surveys completed, they can access aggregated information using the You Said… portal. This shows trends and opportunities in the treatment and care they deliver.

Our PHN: Providers are given the opportunity every six months to give feedback to North Western Melbourne Primary Health Network (NWMPHN) about their experience of working with us. NWMPHN uses this information to gather insights and opportunities for improvement to support the provider and patient experience.

Referrers: GPs are often the first point of contact for consumers to access mental health services. You Said… is a continuous quality improvement activity for CAREinMIND TPS and ISS mental health services and providers, driving better outcomes for your patients and their ongoing mental health care.

You can help consumers to participate in You Said… by:

  • Including their email address on the CAREinMIND referral form.
  • Providing information about You Said… when you refer them to a CAREinMIND provider so that they know that they will receive an invitation to participate.
  • Reminding them to complete the first survey before they meet with their new counsellor/provider.
  • Answering any questions about You Said… if they arise.
  • Displaying consumer information about You Said.. in your practice (see below).

How is the information used?

The information from You Said… is shared with our mental health providers and within the PHN to support and drive better care and better outcomes.

Consumer and provider feedback is captured on a dashboard which enables analysis and reporting of experience and outcomes at each stage of the care journey, to help us understand how consumers experience the services. This provides valuable insights and opportunities to provide services that are effective for consumers.

What does it involve?

You Said… requires a survey at three points in a consumer’s treatment journey: at the time of referral, three months into treatment and nine months into treatment.

  1. REFERRAL
    The journey starts with the GP referral to a CAREinMIND (ISS or TPS) service. The consumer provides consent to participate and provides both a mobile number and email address. A consumer information sheet is attached to the referral form.
  2. THREE SURVEYS
    A SMS or email is sent through before the first session. This is a short three-question survey. Consumers are invited to participate twice during their treatment – at three months and at nine months. The second survey is based on the Your Experience of Service (YES) survey.
  3. DATA
    All information shared through You Said… is de-identified unless the consumer specifically requests contact by CAREinMIND staff. Protecting privacy and confidentiality is our priority.Information is shared with CAREinMIND mental health providers and the PHN to support and drive better care and better outcomes.

Our partners

You Said… is powered by Cemplicity™ and supported by project partner KPMG.

Resources

You Said… CAREinMIND Mental Health Provider information sheet
You Said… GP/referrer information sheet
You Said… Information for consumers:

What is in the You Said… survey – Information sheet