Annual Report - Outcome 7: Hearing Services

Performance Information for Outcome 7 Administered Programs

Administered Funding – Hearing Services Program

7.1 Hearing Services

Indicator:

Increased level of access to hearing services by eligible clients through the maintenance of, or addition to, the number of sites registered to provide audiological services under the Hearing Services Program.

Measured by:

The number of sites registered under the Hearing Services Program.

Reference Point/Target:

1,769 registered sites in 2007–08.

Result: Indicator met.

As at 30 June 2008, 1,963 sites were registered under the Hearing Services Program. This was an increase of 14.59% from 2006–07.

Indicator:

Clients benefit from the Hearing Services Program.

Measured by:

The number of clients that access services, including clients eligible through the new expanded access measures, available under the Hearing Services Program.

Reference Point/Target:

545,000 clients receive services in 2007–08.

Result: Indicator substantially met.

A total of 498,555 clients received services through the program in 2007–08. This compares with 480,728 in 2006–07, a 3.7% increase on last year.

Indicator:

Maintenance or increase in the proportion of fitted clients who use their device/s for 5 or more hours per day.

Measured by:

Annual Office of Hearing Services client survey.

Reference Point/Target:

56% of clients use their devices for 5 or more hours per day.

Result: Indicator met.

The results of the 2008 Client Survey found that 60.4% of fitted voucher clients (estimated at 263,456 clients) used their device for more than 5 hours per day. This measure indicates the proportion of fitted clients who gain a significant benefit from their devices.

Indicator:

Timely issuing of vouchers to eligible clients.

Measured by:

Application processing statistics.

Reference Point/Target:

On average, eligible clients are issued with a voucher within 14 days from receipt of a completed application.

Result: Indicator not met.

Eligible clients were issued a voucher within an average of 14.8 working days from receipt of their correctly completed application. This is a 0.31% decrease on the previous year.

Issuing vouchers within the Client Service Charter timeframe of 14 working days was a challenge this year. 54.6% of vouchers issued did not meet the target timeframe. Some of the delays in the issuing of vouchers can be attributed to the increase in demand for the Hearing Services Program. Drivers for this increase include an increased number of people becoming eligible due to the Australian Government’s higher assets threshold for the Pensioner Concession Card.

In 2007–08, 245,432 vouchers were issued to clients. This is a 32,055 increase on the previous year, which equates to a 15% increase. Of the total vouchers issued, 97,683 were to new clients.

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Performance Information for Outcome 7 Departmental Outputs

Output Group 1 – Policy Advice

Indicator:

Quality, relevant and timely advice for Australian Government decision-making.

Measured by:

Ministerial satisfaction.

Reference Point/Target:

Maintain or increase from previous year.

Result: Indicator met.

Ministers were satisfied with the advice provided by the Department for Australian Government decision-making. This is on par with ministerial satisfaction in 2006–07.

Indicator:

Relevant and timely evidence-based policy research.

Measured by:

Production of relevant and timely evidence-based policy research.

Reference Point/Target:

Relevant evidence-based policy research produced in a timely manner.

Result: Indicator substantially met.

During 2007–08, the Department commissioned four research projects to identify gaps in knowledge that inhibit the implementation of effective hearing loss prevention programs. These projects will report over the next three years.

Output Group 2 – Program Management

Indicator:

Administered budget predictions are met and actual expenses vary less than 0.5% from budgeted expenses.

Measured by:

Percentage that actual expenses vary from budgeted expenses.

Reference Point/Target:

0.5% variance from budgeted expenses.

Result: Indicator substantially met.

The actual expenses for the Australian Government Hearing Services Program were 3.37% less than budgeted figures. This is due to the demand driven nature of the program.

Indicator:

Stakeholders to participate in program development.

Measured by:

Opportunities for stakeholder participation through surveys, forums, meetings and invitation for written feedback.

Reference Point/Target:

Opportunities for a broad range of stakeholders to participate in program development. Examples include committee meetings and surveys.

Result: Indicator met.

The Department consulted with clients, service providers, manufacturers, Australian Hearing and the Hearing Services Consultative Committee in relation to service provider contracts, rehabilitation standards, device specifications, professional qualifications and the Hearing Services Program. Avenues of consultation included:

two Hearing Services Consultative Committee meetings;

a formal invitation to comment on proposed changes to the Hearing Services Program, issued to all contracted service providers and practitioners;

frequent consultations with industry peak bodies on a variety of issues impacting on the Hearing Services Program;

a formal consultation process with consumers; and

the 2008 Client Satisfaction Survey.

Indicator:

Quality of service provision and compliance with legislation by accredited providers is routinely monitored.

Measured by:

Audit activity statistics.

Reference Point/Target:

20% of accredited hearing service providers and 20% of qualified practitioners will be reviewed each year.

Result: Indicator substantially met.

In 2007–08, 26% of hearing service providers and 32% of qualified practitioners were reviewed.

Administered Funding – Hearing Services Program
7.1 Hearing Services
Indicator:	Increased level of access to hearing services by eligible clients through the maintenance of, or addition to, the number of sites registered to provide audiological services under the Hearing Services Program.
Measured by:	The number of sites registered under the Hearing Services Program.
Reference Point/Target:	1,769 registered sites in 2007–08.
Result: Indicator met.
As at 30 June 2008, 1,963 sites were registered under the Hearing Services Program. This was an increase of 14.59% from 2006–07.

Indicator:	Clients benefit from the Hearing Services Program.
Measured by:	The number of clients that access services, including clients eligible through the new expanded access measures, available under the Hearing Services Program.
Reference Point/Target:	545,000 clients receive services in 2007–08.
Result: Indicator substantially met.
A total of 498,555 clients received services through the program in 2007–08. This compares with 480,728 in 2006–07, a 3.7% increase on last year.

Indicator:	Maintenance or increase in the proportion of fitted clients who use their device/s for 5 or more hours per day.
Measured by:	Annual Office of Hearing Services client survey.
Reference Point/Target:	56% of clients use their devices for 5 or more hours per day.
Result: Indicator met.
The results of the 2008 Client Survey found that 60.4% of fitted voucher clients (estimated at 263,456 clients) used their device for more than 5 hours per day. This measure indicates the proportion of fitted clients who gain a significant benefit from their devices.

Indicator:	Timely issuing of vouchers to eligible clients.
Measured by:	Application processing statistics.
Reference Point/Target:	On average, eligible clients are issued with a voucher within 14 days from receipt of a completed application.
Result: Indicator not met.
Eligible clients were issued a voucher within an average of 14.8 working days from receipt of their correctly completed application. This is a 0.31% decrease on the previous year. Issuing vouchers within the Client Service Charter timeframe of 14 working days was a challenge this year. 54.6% of vouchers issued did not meet the target timeframe. Some of the delays in the issuing of vouchers can be attributed to the increase in demand for the Hearing Services Program. Drivers for this increase include an increased number of people becoming eligible due to the Australian Government’s higher assets threshold for the Pensioner Concession Card. In 2007–08, 245,432 vouchers were issued to clients. This is a 32,055 increase on the previous year, which equates to a 15% increase. Of the total vouchers issued, 97,683 were to new clients.

Output Group 1 – Policy Advice
Indicator:	Quality, relevant and timely advice for Australian Government decision-making.
Measured by:	Ministerial satisfaction.
Reference Point/Target:	Maintain or increase from previous year.
Result: Indicator met.
Ministers were satisfied with the advice provided by the Department for Australian Government decision-making. This is on par with ministerial satisfaction in 2006–07.

Indicator:	Relevant and timely evidence-based policy research.
Measured by:	Production of relevant and timely evidence-based policy research.
Reference Point/Target:	Relevant evidence-based policy research produced in a timely manner.
Result: Indicator substantially met.
During 2007–08, the Department commissioned four research projects to identify gaps in knowledge that inhibit the implementation of effective hearing loss prevention programs. These projects will report over the next three years.

Output Group 2 – Program Management
Indicator:	Administered budget predictions are met and actual expenses vary less than 0.5% from budgeted expenses.
Measured by:	Percentage that actual expenses vary from budgeted expenses.
Reference Point/Target:	0.5% variance from budgeted expenses.
Result: Indicator substantially met.
The actual expenses for the Australian Government Hearing Services Program were 3.37% less than budgeted figures. This is due to the demand driven nature of the program.

Indicator:	Stakeholders to participate in program development.
Measured by:	Opportunities for stakeholder participation through surveys, forums, meetings and invitation for written feedback.
Reference Point/Target:	Opportunities for a broad range of stakeholders to participate in program development. Examples include committee meetings and surveys.
Result: Indicator met.
The Department consulted with clients, service providers, manufacturers, Australian Hearing and the Hearing Services Consultative Committee in relation to service provider contracts, rehabilitation standards, device specifications, professional qualifications and the Hearing Services Program. Avenues of consultation included: two Hearing Services Consultative Committee meetings; a formal invitation to comment on proposed changes to the Hearing Services Program, issued to all contracted service providers and practitioners; frequent consultations with industry peak bodies on a variety of issues impacting on the Hearing Services Program; a formal consultation process with consumers; and the 2008 Client Satisfaction Survey.

Indicator:	Quality of service provision and compliance with legislation by accredited providers is routinely monitored.
Measured by:	Audit activity statistics.
Reference Point/Target:	20% of accredited hearing service providers and 20% of qualified practitioners will be reviewed each year.
Result: Indicator substantially met.
In 2007–08, 26% of hearing service providers and 32% of qualified practitioners were reviewed.

Outcome 7: Hearing Services > Performance Information

Performance Information for Outcome 7 Administered Programs

Performance Information for Outcome 7 Departmental Outputs