Adult hospital inpatient experience survey – have your say
We want to know about your experiences during your recent stay in hospital. Your valuable feedback will be used to help improve the quality of care and patient safety.
We want to know about your experiences during your recent stay in hospital. Your valuable feedback will be used to help improve the quality of care and patient safety. Your feedback has the power to change how health services are provided to you, your whānau and your community in the future.
Taking part is voluntary and will not affect access to health care by you or your whānau. This survey is an opportunity to anonymously tell your hospital what they did well and what they could do better. Your answers will not be connected to you in any way. We value your feedback.
The survey should take about 10 to 15 minutes to complete, depending on your answers. Once you start the online questionnaire, you can return later to complete it.
If you have received a survey and have questions about participating in or technical issues with the survey, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
You can also see our frequently asked questions below.
Frequently asked questions
The adult hospital inpatient experience survey is designed to find out about patients’ experiences as hospital inpatients (patients who stay a night in hospital). The survey covers different aspects of hospital inpatient experiences: communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will be used to help improve the quality of care and patient safety in Aotearoa New Zealand’s hospitals.
The survey is run four times a year as part of the Aotearoa New Zealand patient experience survey programme by Te Tāhū Hauora Health Quality & Safety Commission with support from Te Whatu Ora Health New Zealand.
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey. You can find out more information about Ipsos on their website.
Every 3 months, a national selection of adult patients who spent at least 1 night in a public hospital over a 4-week period are invited to take part. Children aged under 15 years are not surveyed.
The survey gives you a voice, which the health teams that care for you can hear in a direct and timely way. This is your opportunity to tell your hospital what went well during your inpatient stay and if there is anything they could have done better. Your feedback is important and will be used to help improve the quality of care and patient safety in Aotearoa New Zealand’s hospitals. Your feedback has the power to change how health services are provided to you, your whānau and your community in the future.
The survey will help hospitals and districts understand how well they are meeting patient needs and how they can improve the service they are offering you, your whānau and your community. The information gathered at local, regional and national levels reflects patient experiences across the country and is used to improve services locally.
If you are invited to take part, you will get an email or text message with instructions about how to log into the survey, along with a link and login code or case ID. If you use Spark, Skinny, Vodafone or 2degrees mobile networks, you will not be charged for data while you complete the survey.
1. Click on the green ‘Start the survey’ button in the email. This is a direct link and will automatically enter your login code for you.
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your login code. You can find your login code in the email, above the green ‘Start the survey’ button. For example: ‘Your login code is ABC123.’
Text message
1. Click on the URL link in the text message, for example: myexperience.health.nz/v2/s/ABC123
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your case ID number. You can find your case ID number at the end of the URL in the text message, for example: myexperience.health.nz/Survey/v2/s/ABC123.
If you have technical issues with the survey, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Yes, they can, but please ensure the answers given are from your point of view and not the opinion of the person helping you. You can also call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Contact information was provided by Te Whatu Ora Health New Zealand for the purpose of this survey only.
All information is stored on an encrypted New Zealand server, and protocols are in place to maintain a high standard of security throughout the survey. All personally identifiable contact information will be permanently deleted from the system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos and its partners must keep to when handling contact details and survey responses. See the Ipsos website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Patient experience surveys: Privacy impact assessment report. This report addresses the impact that the survey and reporting may have on individual privacy and outlines steps to assess and minimise potential areas of risk along with compliance with the information privacy principles.
The survey does not record your name, date of birth or any other personal information that may identify you. Answers to the survey questions will not be used to identify participants unless you choose to have someone contact you at the end of the survey.
Each survey round will be open for 3–4 weeks to give you plenty of time to share your feedback.
You can share feedback directly with your hospital. An online form or contact information will be available on their website.
Please email Ipsos at support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
You can unsubscribe from future patient experience surveys by:
- calling 0800 121 650
- emailing support@myexperience.health.nz
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’.
If calling or emailing, please make it clear that you want to unsubscribe from the New Zealand patient experience survey programme.
View the PDF version of this infographic: Key findings from the adult hospital inpatient experience survey.
What is the adult hospital inpatient experience survey?
The adult hospital inpatient experience survey is designed to find out about patients’ experiences as hospital inpatients (patients who stay a night in hospital). The survey covers different aspects of hospital inpatient experiences: communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will be used to help improve the quality of care and patient safety in Aotearoa New Zealand’s hospitals.
Who is carrying out the survey?
The survey is run four times a year as part of the Aotearoa New Zealand patient experience survey programme by Te Tāhū Hauora Health Quality & Safety Commission with support from Te Whatu Ora Health New Zealand.
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey. You can find out more information about Ipsos on their website.
Who receives a survey?
Every 3 months, a national selection of adult patients who spent at least 1 night in a public hospital over a 4-week period are invited to take part. Children aged under 15 years are not surveyed.
What are the benefits of taking part?
The survey gives you a voice, which the health teams that care for you can hear in a direct and timely way. This is your opportunity to tell your hospital what went well during your inpatient stay and if there is anything they could have done better. Your feedback is important and will be used to help improve the quality of care and patient safety in Aotearoa New Zealand’s hospitals. Your feedback has the power to change how health services are provided to you, your whānau and your community in the future.
What is the information used for?
The survey will help hospitals and districts understand how well they are meeting patient needs and how they can improve the service they are offering you, your whānau and your community. The information gathered at local, regional and national levels reflects patient experiences across the country and is used to improve services locally.
How do I complete the survey?
If you are invited to take part, you will get an email or text message with instructions about how to log into the survey, along with a link and login code or case ID. If you use Spark, Skinny, Vodafone or 2degrees mobile networks, you will not be charged for data while you complete the survey.
1. Click on the green ‘Start the survey’ button in the email. This is a direct link and will automatically enter your login code for you.
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your login code. You can find your login code in the email, above the green ‘Start the survey’ button. For example: ‘Your login code is ABC123.’
Text message
1. Click on the URL link in the text message, for example: myexperience.health.nz/v2/s/ABC123
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your case ID number. You can find your case ID number at the end of the URL in the text message, for example: myexperience.health.nz/Survey/v2/s/ABC123.
If you have technical issues with the survey, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Can someone help me complete the survey?
Yes, they can, but please ensure the answers given are from your point of view and not the opinion of the person helping you. You can also call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Where did you get my contact details?
Contact information was provided by Te Whatu Ora Health New Zealand for the purpose of this survey only.
How is my information being protected?
All information is stored on an encrypted New Zealand server, and protocols are in place to maintain a high standard of security throughout the survey. All personally identifiable contact information will be permanently deleted from the system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos and its partners must keep to when handling contact details and survey responses. See the Ipsos website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Patient experience surveys: Privacy impact assessment report. This report addresses the impact that the survey and reporting may have on individual privacy and outlines steps to assess and minimise potential areas of risk along with compliance with the information privacy principles.
Will my answers be confidential?
The survey does not record your name, date of birth or any other personal information that may identify you. Answers to the survey questions will not be used to identify participants unless you choose to have someone contact you at the end of the survey.
How long is the survey open for?
Each survey round will be open for 3–4 weeks to give you plenty of time to share your feedback.
The survey has closed; how can I give feedback?
You can share feedback directly with your hospital. An online form or contact information will be available on their website.
What if I am having trouble accessing the survey?
Please email Ipsos at support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
How do I opt out of the survey?
You can unsubscribe from future patient experience surveys by:
- calling 0800 121 650
- emailing support@myexperience.health.nz
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’.
If calling or emailing, please make it clear that you want to unsubscribe from the New Zealand patient experience survey programme.
Find out what previous people have said about their hospital inpatient experience
View the PDF version of this infographic: Key findings from the adult hospital inpatient experience survey.
Last updated: 27th October, 2023
