The Ministry of Health and the Health Quality & Safety Commission have introduced patient experience measures for primary care using an online survey called the adult primary care patient experience survey.
Information for PHOs and practices
The survey is conducted nationally every three months*. Patients enrolled with and seen by participating general practices in the survey sample week each quarter may receive a survey invitation via email or SMS. Children under 15 years are not surveyed.
The survey enables patients to have a voice that health teams can hear through a direct and timely link. The survey provides your PHO or practice with access to real time reporting via your secure log in through any internet browser. This is funded by the Ministry of Health.
Participation in the survey by practices is a recognised source of evidence towards meeting Indicator 9 of the Foundation Standard and Aiming for Excellence: The practice includes patients’ input into service planning.
*The survey was redeveloped in late 2019 and early 2020 and was not run in February 2020. It was intended that the survey would be restarted in May 2020, however this was delayed due to the effects of the COVID-19 pandemic. The survey was restarted for the August 2020 quarter.
Related resources
Resource: Frequently asked questions
Resource: Adult primary care patient experience survey: flyers for patients
Resource: Adult primary care patient experience survey: patient management system instructions
Resource: Adult primary care patient experience survey: poster for practices
Resource: Adult primary care patient experience survey: protocol for reviewing patient comments
Resource: Adult primary care patient experience survey: videos for in-clinic waiting room
Resource: Survey timetable
There are two sets of instructions; one for participating PHOs and one for general practices. Be sure to select the correct document specific to your organisation.
Resource: Adult primary care patient experience survey: PHO guide to getting started
Resource: Adult primary care patient experience survey: General practice guide to getting started
Your survey results are available through a secure online portal: https://cx.myexperience.health.nz/users/sign_in.
If you cannot remember your password click on ‘forgot password’ and follow the prompts. If you are at a general practice and do not have a login email or username, please contact your PHO administrator.
You can contact the portal help centre at NZPatientExperienceSurveys@ipsos.com.
Website: About Ipsos our national survey system provider.
Resource: Foundation standard/Cornerstone accreditation – how does the survey contribute towards this?
About the survey
The survey is conducted nationally every three months*. Patients enrolled with and seen by participating general practices in the survey sample week each quarter may receive a survey invitation via email or SMS. Children under 15 years are not surveyed.
The survey enables patients to have a voice that health teams can hear through a direct and timely link. The survey provides your PHO or practice with access to real time reporting via your secure log in through any internet browser. This is funded by the Ministry of Health.
Participation in the survey by practices is a recognised source of evidence towards meeting Indicator 9 of the Foundation Standard and Aiming for Excellence: The practice includes patients’ input into service planning.
*The survey was redeveloped in late 2019 and early 2020 and was not run in February 2020. It was intended that the survey would be restarted in May 2020, however this was delayed due to the effects of the COVID-19 pandemic. The survey was restarted for the August 2020 quarter.
Related resources
Resource: Frequently asked questions
Resource: Adult primary care patient experience survey: flyers for patients
Resource: Adult primary care patient experience survey: patient management system instructions
Resource: Adult primary care patient experience survey: poster for practices
Resource: Adult primary care patient experience survey: protocol for reviewing patient comments
Resource: Adult primary care patient experience survey: videos for in-clinic waiting room
Resource: Survey timetable
How to participate in the survey
There are two sets of instructions; one for participating PHOs and one for general practices. Be sure to select the correct document specific to your organisation.
Resource: Adult primary care patient experience survey: PHO guide to getting started
Resource: Adult primary care patient experience survey: General practice guide to getting started
Accessing your reporting portal
Your survey results are available through a secure online portal: https://cx.myexperience.health.nz/users/sign_in.
If you cannot remember your password click on ‘forgot password’ and follow the prompts. If you are at a general practice and do not have a login email or username, please contact your PHO administrator.
You can contact the portal help centre at NZPatientExperienceSurveys@ipsos.com.
Website: About Ipsos our national survey system provider.
Using survey results for quality improvement
Resource: Foundation standard/Cornerstone accreditation – how does the survey contribute towards this?
Last updated: 13th November, 2021
