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Health service access

Health service use and the primary care patient experience survey: Key questions to answer as a provider

District health boards, primary health organisations and general practices all have access to the primary care patient experience survey reporting portal, which reports their patients’ responses to the survey.

We invite providers to answer the following questions:

  • Does your organisation actively track your patients’ responses to the survey questions?
  • Do you know which of your patient groups are experiencing the most barriers?
  • Do you have a plan to address these barriers?

Below are questions for providers prompted by the findings in this domain, with an indication of whether the questions should be asked at a national organisation, DHB/PHO or general practice level. 

Key questions to answer as a provider

References

  1. Levesque JF, Harris M, Russell G. 2013. Patient-centred access to health care: conceptualising access at the interface of health systems and populations. Int J Equity Health 12: 18.
  2. Ministry of Health. (nd). Indicator: Excellent, very good or good self-rated health. URL: https://minhealthnz.shinyapps.io/nz-health-survey-2018-19-annual-data-explorer/_w_f901ef64/#!/home.
  3. Metcalfe S, Beyene K, Urlich J, et al. 2018. Te Wero tonu—the challenge continues: Māori access to medicines 2006/07–2012/13 update. NZMJ 131(1485).

Resources

  • Let’s plan for better care, a health literacy initiative to help consumers prepare well for their visit to the GP or other primary care health professional. It encourages people to plan ahead for practice visits and to ask questions when there, so they fully understand their diagnosis and treatment. It also suggests questions they can ask pharmacy staff when they pick up their medicine. This resource is also available in Chinese, Hindi, Māori and Samoan.
  • Three steps to better health literacy: a guide for health care professionals
  • Communicating so people will understand, a poster for health professionals, which provides simple techniques for talking with people about their health or medicines.
  • Medication ‘one-steps’. These resources are intended to:
    • check some aspect of the safety system for a high-risk medicine in any area of work, whether on a ward, across a whole hospital or other care setting
    • stimulate discussion about the system and what changes could be made to reduce the risk of harm from those medicines.
  • Communication strategies at GP level from IHI
  • Choosing Wisely – resources for patients and practitioners to help with decisions relating to medicines, such as understanding what happens if people don’t take the medicine.
Last updated: 3rd December 2021