Has Satisfaction with Supports being ‘Reasonable and Necessary’ Changed over Time? – Evidence from Large Scale Surveys
Satisfaction with supports being reasonable and necessary changed over the NDIS rollout period (Figures 5.9 and 5.10 below and Appendix Table A5.13). Levels of satisfaction were compared for NDIS participants (Figure 5.10) and people with disability who were not part of the NDIS (the comparison group, Figure 5.9). The data used for these analyses were restricted to those who answered these questions in both waves.
The proportion of NDIS participants who reported being very satisfied/satisfied that their supports were reasonable and necessary remained the same over time. In contrast, the proportion of those who were very satisfied or satisfied decreased among the comparison group.
Thus the widening gap found in levels of satisfaction between the trial and comparison groups stems from a reduction in satisfaction among the comparison group rather than an increase in the satisfaction of NDIS participants.
Figure 5.9 Person with disability: Satisfaction with supports being reasonable and necessary (Comparison, Adults, waves 1 and 2)
Figure 5.10 Person with disability: Satisfaction with supports being reasonable and necessary (Trial, Adults, waves 1 and 2)
Table 5.1 documents transitions in the satisfaction levels of NDIS participants between waves 1 and 2. Hence we can identify whether people who reported a poor/good outcome in the first wave move on to a better/worse outcome, or stay the same in wave 2. It also enabled us to establish the amount of change in satisfaction over time, as well as who sees his/her outcome improve or worsen.
As with all transition tables in this report, the top right triangle identifies those whose satisfaction improved, the diagonal line from top left to bottom right represents those whose satisfaction remained the same, and the bottom left triangle shows those whose satisfaction deteriorated.
Overall 25 per cent of NDIS participant reported an increase in their satisfaction that their supports were reasonable and necessary over time, while 27 per cent reported a decrease in satisfaction and 48 per cent reported no change.
Table 5.1 Person with disability: Transition in level of satisfaction that supports are reasonable and necessary to help meet needs – wave 1 and 2 evidence (Trial, Adults)
Total'>Wave 2
Level of satisfaction
Wave 1
Level of satisfaction
Wave 2
Very dissatisfied
Wave 2
Dissatisfied
Wave 2
Neither dissatisfied nor satisfied
Wave 2
Satisfied
Wave 2
Very satisfied
Total
Very dissatisfied
22%
33%
33%
11%
0%
100%
Dissatisfied
3%
7%
23%
50%
17%
100%
Neither satisfied nor dissatisfied
3%
3%
33%
41%
20%
100%
Satisfied
1%
6%
14%
54%
25%
100%
Very satisfied
1%
5%
5%
35%
54%
100%
Total
2%
6%
14%
44%
34%
100%
Further analyses using multivariate regression techniques to estimate the longitudinal impact of the NDIS on satisfaction with supports being reasonable and necessary, did not produce any statistically significant results.
The estimated impact of the NDIS on satisfaction with reasonable and necessary support provision showed a slight decrease in satisfaction (the estimated effect was ↓0.45). However this estimate was not statistically significant and is relatively small in size in the context of the actual satisfaction scores.
The longitudinal evidence on satisfaction with supports being reasonable and necessary therefore suggests that the impact of the NDIS seems to be plateauing with no real further improvement to satisfaction over time and, a possible worsening of satisfaction levels may occur if all other conditions remain unchanged.
