10 October 2019

Media Statement

New South Wales mental health care satisfaction rates have stagnated and more needs to be done to improve patient experience, according to the NSW Mental Health Commission. 

On World Mental Health Day, NSW Mental Health Commissioner Catherine Lourey said the results of the Australian Institute of Health and Welfare Mental Health Services: In Brief 2019 showed that more needs to be done to improve services.

“While New South Wales has a 70%  satisfaction rate for mental health hospital services,they have not significantly improved for the last three years,” Ms Lourey said.

“The positive experience of service increased by just under 2 per cent from 67% in 2015-16 to 68.7 per cent in 2017-18. Similarly, there has been no significant improvement in the satisfaction rate for community mental health services.

“About one in five people did not have positive experience when receiving mental health care services in the community. 

“More focused effort is also required to improve experiences overall, and especially of those in the Aboriginal community. Aboriginal people reported a lower positive experience of 68.1 per cent.

“Experiences of mental health care in hospital still need concerted improvement across  NSW. 

“We need to work with people with lived experience of mental health issues to better understand why these results haven’t substantially shifted in three years.

“We need to work together to design strategies to improve the experiences of people when in hospital.”


Media enquiries:

Joanna Durney

Joanna.Durney@mhc.nsw.gov.au | P: 02 9859 5217 | M: 0438 769 185

About the Mental Health Commission of New South Wales
The Mental Health Commission of NSW was established under the Mental Health Commission Act 2012 and came into operation on 1 July 2012. The Commission is an independent statutory agency responsible for monitoring, reviewing and improving mental health and wellbeing for people in NSW. The Commission works with government and the
community to secure better mental health and wellbeing for everyone, and to ensure the availability of appropriate supports in or close to home when people are unwell or at risk of becoming unwell. In all its work, the Commission is guided by the lived experience of people with lived experience of mental health issues and caring, their families and kinship groups.

Support services
If this story raises concerns or distress for you or someone you know, the following services are available to provide support and assistance:
NSW Mental Health Line: 1800 011 511
Lifeline: 13 11 14
Kids Helpline: 1800 55 1800

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Last updated: 28 October 2019