SECTION 2: ENSURING CONFIDENCE AND SATISFACTION IN HIGH-QUALITY, ACCESSIBLE HEALTH
SERVICES
Performance
Dimension
Policy Questions Performance Indicators
Health system
responsiveness
How do individuals perceive the health system in general? • Overall satisfaction with the health care system
How do individuals assess the availability and/or quality of
health care services?
• Satisfaction with the availability of quality health care
• Perceptions of availability, affordability and quality of
dental care, medical and surgical specialists, and family
doctors
• Satisfaction of long-term care and primary health care
users
Access to health
services
Are there problems with planning services to respond to
health care needs that result in unreasonable waiting times?
• Percentage of surgical interventions completed within
established target waiting times
• Number of cases waiting for more than 120 days
Do individuals access services at the appropriate level?
• Ratio of emergency department visits to outpatient
appointments
• Rate of influenza vaccination among the elderly
Quality, safety and
outcomes of health
care services
Are best practice guidelines developed and implemented to
promote appropriate care?
• Rate of caesarean section deliveries
Are health care services delivered safely to patients?
• Percentage of long-term care patients developing skin ulcers
• Rate of falls in long-term care facilities
Are health care services delivering clinical outcomes?
• Five-year relative survival rate following diagnosis of cancer
• Thirty-day in-hospital fatality rates following AMI and ischaemic
stroke
• Hospital admission rates for ambulatory care sensitive conditions
• Number of cases of congenital syphilis