NZ patient experience survey | adult primary care survey
Information for PHOs and Practices The purpose of this document is to help you answer any questions should a member of the public or patient contact you about the survey.
Key Details • • • • • •
What is it? The Adult primary care survey is an online survey of New Zealanders designed to understand their recent health care experiences Survey purpose: The survey will help practices understand how well they are meeting patient needs and how they can improve Survey timing: The survey will be open from 24 August – 20 September 2020 How to take part: Respondents will receive instructions to log into the survey by email or text message Who is invited? Patients who are aged 15 and older who had a consultation or experience with their GP practice between August 3rd and August 16th, 2020. Where did you get my contact details? - Contact information was provided by the National Enrolment Service (NES) administered by the Ministry of Health for the purpose of this survey only
Primary Care Practice and PHO support line: 04 974 8630 or NZPatientExperienceSurveys@ipsos.com Patient and Respondent line for technical issues: 0800 121 650 or myNZhealthexperience@ipsos.com.
What is the NZ patient experience survey? The survey programme has been in place in some form since 2014, with primary care being added as an additional focus in 2016. The purpose of these surveys is to improve the quality of healthcare services in New Zealand by enabling patients to provide feedback that can be used to monitor and improve the quality of health services. The feedback provided by patients through these surveys supports improvement to quality and safety by: • Helping practices understand how well they are meeting patient needs and where they may need to improve • Enabling local district health boards (DHBs) and primary health organisations (PHOs) to continually improve their services; • Providing the Commission and Ministry of Health with data to inform policy development and strategies for improving the performance of health services; and • Strengthening the accountability of health services to the community.
Which languages will the survey be available in? The survey will be available in English only for this wave, with te reo Māori added in future waves.
What does the survey ask? The survey was amended in 2020 to focus on a patients most recent appointment. A review of the instrument was conducted using feedback from the sector, international best practice and global trends in measuring patient experience as well as extensive consultation with the sector and tested with patients. It was refreshed based on sector feedback ahead of the August 2020 wave.
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NZ patient experience survey | adult primary care survey How will the survey be conducted? The survey will be distributed via email and SMS. Ipsos will obtain patient contact details from the Ministry of Health’s National Enrolment Service (NES) based for participating practices. The sample will include patients who had a consultation between 3 – 16 August. Each eligible patient will be emailed an invitation to participate in the online survey. A small number may receive a text message invitation to participate.
How has COVID-19 impacted the Adult Primary Care survey? Due to COVID-19, the May 2020 survey round was not run and the first survey wave was delayed until August 2020.
Who can patient contact if they need help with the survey? If any patients at your practices have questions, they can reach our respondent line at 0800 121 650 or myNZhealthexperience@ipsos.com. A patient-focused frequently asked question document will also be available on the Commission’s website at: https://www.hqsc.govt.nz/our-programmes/health-quality-evaluation/projects/patientexperience/
Next steps The results will be shared on the myexperience.health.nz reporting portal. Your practice and PHO superusers will be able to share access as required. High level results will be made publicly available on the Commissions website following the initial refresh survey wave. If you have any questions, please contact Hanrie or another member of our team at 04 974 8630 or NZPatientExperienceSurveys@ipsos.com.
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