Information Sheet Understanding customers’ experience during COVID-19
Project Overview ACC is conducting research to understand how COVID-19 is impacting our customers. We want to learn more about what our providers’ experience has been like when dealing with ACC and how patients have been supported during this time. Additionally, we’re thinking about customer experiences of online or phone healthcare services, also known as “telehealth” services. We’re interested in hearing from people who have recently had experience in providing an online or phone consultation with their patients. We are looking for people to participate in an interview alongside our researchers, where we will speak with you about your recent experiences. What is the purpose of the interview discussion?
Who will be conducting the interview?
What is involved?
We are speaking with providers to understand how you have been impacted by CVOID-19 and who have used telehealth services in the last month to understand their experience and how they are finding using telehealth for their patients’ healthcare needs.
ACC’s customer centred design team and/or our research partners will be present at the interviews. We are not directly involved with any claims, or contractual agreements you might have with ACC. This interview will be via video call (on Zoom) or over the phone, and the discussion will take up to 1 hour. This time will mainly focus on your experiences during COVID-19 as well as your thoughts, opinions and feedback on telehealth. You always have the choice on what information you want to share. We will take notes, and with your permission, record parts of the discussion. You are welcome to obtain and review this information at any time.
What will happen with the information gathered during discussions?
What are my rights?
The information will be kept confidential, in a secure system and the discussions will be collated so your feedback will not be individually identifiable. Information we collect will be destroyed securely when it is no longer needed. If you have any questions or concerns regarding your rights as a participant in this study you may wish to contact a Health and Disability Advocate, by telephoning 0800 555 050, or emailing advocacy@hdc.org.nz
Why am I being invited to take part?
We have invited you to participate as you have been identified as individual who has provided feedback via an ACC survey on a recent telehealth appointment. Participation in this research is completely voluntary and you can withdraw at any stage.
What if I want to find out more about the project?
If you have any questions or concerns regarding your rights as a participant in this discussion, or you wish to know more about the interviews, please contact Serena on serena.lal@acc.co.nz
Will I get paid for participating?
To acknowledge and thank you for your time you will receive a koha/meal/gift in the form of a $80 voucher. May 2020