HOME CARE SURVEY

Table

zone
Community
Bouctouche, Richibucto, Saint-Antoine Area
zone
Zone 1
Moncton and South-East Area
zone
Province
New Brunswick
Key indicators
Accessibility
The services they received had started as soon as they thought they needed them % | 2021
98.6
97.3 - 99.9
96.4
95.5 - 97.2
96.6
96.2 - 97.0
Always received services in their preferred language - when English is preferred % | 2021
85.4
78.9 - 91.8
90.5
88.8 - 92.2
91.5
90.7 - 92.2
Always received services in their preferred language - when French is preferred % | 2021
81.1
73.8 - 88.3
82.8
78.6 - 87.1
77.3
75.2 - 79.5
Appropriateness
Health professionals seemed informed and up-to-date about all the care the patient received % | 2021
75.5
69.0 - 82.0
75.0
72.4 - 77.7
76.6
75.3 - 77.9
Health professionals gave them the information they needed to take care of themselves, strongly agree % | 2021
48.9
43.0 - 54.8
48.3
45.9 - 50.7
47.6
46.4 - 48.8
Family caregivers received information that they wanted when they needed it, strongly agree % | 2021
42.4
36.0 - 48.8
42.5
39.7 - 45.3
40.5
39.2 - 41.8
Safety
Someone from the program talked with them about all the medications they were taking % | 2021
85.4
81.1 - 89.7
85.3
83.6 - 87.0
86.0
85.2 - 86.8
Patients reported that they were harmed because of a medical error or mistake as a result of services received % | 2021
S
1.1
0.6 - 1.5
1.0
0.7 - 1.2
Communication
Health professionals explained things in a way that was easy to understand, always % | 2021
84.6
80.2 - 89.0
87.0
85.3 - 88.6
87.8
87.0 - 88.6
Health professionals treated them with courtesy and respect, always % | 2021
92.0
88.7 - 95.3
93.8
92.6 - 95.0
95.1
94.6 - 95.6
Overall satisfaction
Favourable rating of 8, 9 or 10 for the services received in the last 2 months % | 2021
96.9
94.8 - 99.0
96.2
95.2 - 97.1
95.6
95.1 - 96.1
Very satisfied with the number of times they received services % | 2021
76.8
71.8 - 81.9
79.4
77.4 - 81.4
77.3
76.3 - 78.3
Availability of services
Experienced limits or reductions in the types of services available % | 2021
S
5.0
3.9 - 6.0
5.8
5.3 - 6.3
Experienced limits or reductions in the duration of services or number of hours available % | 2021
S
3.4
2.5 - 4.3
4.6
4.1 - 5.0
Received services from the following health professionals in the last 2 months
Dietician % | 2021
9.0
5.6 - 12.4
14.4
12.6 - 16.1
18.2
17.3 - 19.2
Nurse % | 2021
82.9
78.4 - 87.3
79.8
77.8 - 81.8
76.6
75.6 - 77.6
Occupational therapist % | 2021
8.2
5.0 - 11.5
13.6
11.9 - 15.3
15.9
15.1 - 16.8
Physiotherapist % | 2021
10.2
6.6 - 13.8
17.6
15.7 - 19.5
19.8
18.8 - 20.7
Rehabilitation assistant % | 2021
S
3.2
2.3 - 4.1
3.3
2.9 - 3.7
Respiratory therapist % | 2021
14.3
10.2 - 18.5
18.8
16.8 - 20.7
22.5
21.5 - 23.5
Speech language pathologist % | 2021
S
3.1
2.3 - 4.0
4.2
3.7 - 4.7
Social worker % | 2021
8.8
5.4 - 12.1
10.5
9.0 - 12.0
13.6
12.8 - 14.4
Availability of services
The services they received had started as soon as they thought they needed them % | 2021
98.6
97.3 - 99.9
96.4
95.5 - 97.2
96.6
96.2 - 97.0
In the last 12 months…
Experienced limits or reductions in the types of services available % | 2021
S
5.0
3.9 - 6.0
5.8
5.3 - 6.3
Experienced limits or reductions in the duration of services or number of hours available % | 2021
S
3.4
2.5 - 4.3
4.6
4.1 - 5.0
In the last 2 months…
Experienced limits, reductions or cancelled services due to the COVID-19 pandemic % | 2021
S
6.2
5.0 - 7.4
6.9
6.3 - 7.5
Very satisfied with the number of times they received services % | 2021
76.8
71.8 - 81.9
79.4
77.4 - 81.4
77.3
76.3 - 78.3
Availability of information
Information was very easy to get prior to receiving services % | 2018
75.6
64.1
61.1
Patients know who to contact if they have a complaint about their services % | 2021
64.4
58.6 - 70.2
68.5
66.2 - 70.9
64.2
63.1 - 65.4
Had a problem getting the information they needed about their services % | 2018
S
1.6
3.1
Got the help or advice they needed when contacting the Extra-Mural Program office, always % | 2021
97.3
93.9 - 100.0
97.6
96.5 - 98.8
96.5
95.9 - 97.2
Language of service
Always received services in the language of their choice (English or French) % | 2021
82.8
78.5 - 87.2
88.3
86.7 - 89.8
88.0
87.3 - 88.8
Prefers receiving services in English % | 2021
42.5
37.1 - 48.0
67.6
65.5 - 69.8
74.1
73.1 - 75.0
…Always received services in English % | 2021
85.4
78.9 - 91.8
90.5
88.8 - 92.2
91.5
90.7 - 92.2
Prefers receiving services in French % | 2021
37.1
31.8 - 42.4
18.5
16.8 - 20.3
20.1
19.2 - 21.0
…Always received services in French % | 2021
81.1
73.8 - 88.3
82.8
78.6 - 87.1
77.3
75.2 - 79.5
Someone offered to give them services in the language of their choice (English or French) % | 2021
96.2
93.9 - 98.4
95.6
94.6 - 96.6
94.9
94.4 - 95.4
Had a language problem with health professionals % | 2021
S
0.5
0.2 - 0.9
0.5
0.3 - 0.7
Experience with Extra-Mural Program staff
When they started receiving services…
Someone told them what type of services they would be getting % | 2018
97.1
94.9 - 99.3
95.8
94.8 - 96.8
94.9
94.3 - 95.4
Someone from the program talked with them about how to set up their home so they can move around safely % | 2021
87.3
83.2 - 91.4
86.0
84.2 - 87.8
86.7
85.9 - 87.6
Health professionals allowed them to set their goals and priorities, strongly agree % | 2021
30.8
24.9 - 36.7
27.5
25.1 - 29.9
27.8
26.6 - 28.9
In the last 12 months…
Health professionals gave them the information they needed to take care of themselves, strongly agree % | 2021
48.9
43.0 - 54.8
48.3
45.9 - 50.7
47.6
46.4 - 48.8
Health professionals kept them well-informed about their progress, strongly agree % | 2021
45.0
39.2 - 50.8
47.9
45.5 - 50.3
47.1
45.9 - 48.2
Health professionals discussed with them about the type of information that could be shared with family caregivers, strongly agree % | 2021
36.1
29.4 - 42.8
35.5
32.7 - 38.3
34.2
32.9 - 35.6
Family caregivers received information that they wanted when they needed it, strongly agree % | 2021
42.4
36.0 - 48.8
42.5
39.7 - 45.3
40.5
39.2 - 41.8
Health professionals did not take into account their spiritual or cultural values % | 2021
S
0.9
0.5 - 1.4
0.8
0.6 - 1.0
Health professionals gave information to family caregivers that the patients did not want to share % | 2018
S
1.8
1.1 - 2.4
2.5
2.1 - 2.9
In the last 2 months…
Health professionals treated them as gently as possible, always % | 2021
85.7
81.4 - 90.0
90.9
89.4 - 92.3
91.7
91.0 - 92.4
Health professionals explained things in a way that was easy to understand, always % | 2021
84.6
80.2 - 89.0
87.0
85.3 - 88.6
87.8
87.0 - 88.6
Health professionals listened carefully to them, always % | 2021
89.0
85.2 - 92.8
87.9
86.3 - 89.5
88.4
87.6 - 89.1
Health professionals treated them with courtesy and respect, always % | 2021
92.0
88.7 - 95.3
93.8
92.6 - 95.0
95.1
94.6 - 95.6
Had problems with the health professionals from this program % | 2021
S
2.0
1.3 - 2.7
1.7
1.4 - 2.0
Health professionals always kept them informed about when they would arrive at their home % | 2018
86.0
81.3 - 90.6
84.0
82.2 - 85.8
77.8
76.8 - 78.8
Experience with Extra-Mural Program services
Had problems with their services % | 2018
S
2.1
2.4
In the last 2 months…
The services helped them stay at home % | 2021
98.9
97.5 - 100.0
97.9
97.1 - 98.7
97.0
96.5 - 97.4
More could have been done to help them stay at home % | 2021
7.0
3.5 - 10.4
7.0
5.6 - 8.5
6.4
5.7 - 7.1
In the last 12 months…
Was admitted to the hospital for a condition that they felt could have been prevented with better services from this program % | 2021
S
1.6
1.0 - 2.3
1.7
1.4 - 2.0
Went to the hospital emergency department for a condition that they felt could have been prevented with better services from this program % | 2021
S
1.8
1.2 - 2.4
2.2
1.9 - 2.6
Received services from more than one person in the last 2 months
Health professionals seemed informed and up-to-date about all the care the patient received % | 2021
75.5
69.0 - 82.0
75.0
72.4 - 77.7
76.6
75.3 - 77.9
Never received conflicting information from different health professionals % | 2021
93.1
89.1 - 97.1
89.0
87.1 - 91.0
88.7
87.7 - 89.6
Continuity of care
Experienced a positive continuity of care across hospital services, home care services and primary health % | 2021
76.2
67.8 - 84.5
71.7
68.1 - 75.3
71.1
69.3 - 72.9
Hospital staff explained what type of services they would be receiving at home % | 2021
94.0
90.9 - 97.2
88.9
87.1 - 90.7
87.3
86.4 - 88.2
Their family doctor or nurse practitioner seemed informed about the services they received at home % | 2021
97.0
95.0 - 99.0
96.8
95.9 - 97.6
96.1
95.6 - 96.5
Safety
Patients reported that they were harmed because of a medical error or mistake as a result of services received % | 2021
S
1.1
0.6 - 1.5
1.0
0.7 - 1.2
Services received in the last 2 months during the COVID-19 pandemic
Health professonals wore a mask, always % | 2021
97.6
95.7 - 99.4
97.4
96.6 - 98.2
97.1
96.7 - 97.5
Health professionals maintained 6 feet (2 metres) distance from others when possible, always % | 2021
82.6
78.0 - 87.2
81.5
79.5 - 83.5
81.5
80.5 - 82.4
Health professionals washed their hands before providing person-to-person care, always % | 2021
91.3
87.7 - 94.9
91.6
90.1 - 93.1
90.4
89.6 - 91.1
Patients reported that health professionals took their health and safety seriously, definitely % | 2021
97.6
95.7 - 99.4
97.3
96.5 - 98.1
97.2
96.8 - 97.6
Medication
When they first started receiving services
Someone from the program talked with them about all the medications they were taking % | 2021
85.4
81.1 - 89.7
85.3
83.6 - 87.0
86.0
85.2 - 86.8
Someone from the program asked to see all the medications they were taking % | 2021
89.5
86.0 - 93.0
84.7
82.9 - 86.4
86.6
85.8 - 87.4
Patients taking new prescription medications in the last 2 months
Health professionals talked with them about the purpose for taking their new prescription medications % | 2018
75.1
62.5 - 87.6
72.9
69.3 - 76.5
72.8
71.1 - 74.5
Health professionals talked with them about when to take their new prescription medications % | 2018
68.9
60.5
63.4
Health professionals talked with them about the side-effects of their new prescription medications % | 2018
39.5
49.5
52.5
Overall satisfaction
Favourable rating of 8, 9 or 10 for the services received in the last 2 months % | 2021
96.9
94.8 - 99.0
96.2
95.2 - 97.1
95.6
95.1 - 96.1
Would recommend the Extra-Mural Program to family or friends, definitely % | 2021
92.6
89.7 - 95.5
91.4
90.1 - 92.7
89.9
89.2 - 90.6
n/a = Not applicable / not available
S = Data was suppressed due to low respondent counts

About this Table

Content and description

Data about the experience citizens reported while receiving services from the Extra-Mural Program. First, key indicators (identical to the 2018 edition key indicators) are presented to allow easy comparison.

Indicators are organized by the types of services received, availability of services, availability of information, language of service, experience and communication with staff, safety, experience with the services, medication, and satisfaction with the services received. 


Why it is important

By better understanding the experience of citizens with Extra-Mural Program services, we can better assess the quality of services. This also encourages those responsible for the program to create performance targets based on care experience survey indicators.


Availability of the data

The information for this data table is available at different geographical levels as well as by demographic groups. More information is available on our Home Care Survey page.


Note about 2021 data

Results from the 2021 edition of the Home Care Survey should be interpreted in the context of the COVID-19 pandemic. Since March 2020, our health care system has adapted and evolved to respond to COVID-19, which includes home care services providers