What is the adult primary care patient experience survey?
The adult primary care patient experience survey is designed to find out about patients’ experiences in primary care. The survey covers different aspects of primary care experiences: communication, partnership, coordination, physical and emotional needs, cultural safety and access to care. Your feedback will be used to help improve the quality of care and access to health services in local communities across Aotearoa New Zealand.
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, on behalf of your general practice or community health clinic.
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 are enrolled with and had a consultation or other contact with their general practice or community health clinic over a 2-week period may be invited to take part. Children under 15 years are not surveyed.
You won’t be asked to take part more than once every 6 months. In fact, there is only a 20 percent chance that a patient who sees a doctor or nurse once a month will be invited to take part twice in the same year.
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 general practice or community health clinic what went well 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 access to health services in local communities across Aotearoa New Zealand. 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 general practices, community health clinics and primary health organisations 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 is used to benchmark patient experiences across the country and 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.
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.’
1. Click on the URL link in the text message, for example: myexperience.health.nz/v2/s/ABC123
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 email@example.com 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, on behalf of your general practice or community health clinic, 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.
Also see the Patient experience surveys: Privacy impact assessment report. This 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 general practice or community health clinic.
What if I am having trouble accessing the survey?
Please email Ipsos at firstname.lastname@example.org 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 email@example.com
- 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 primary care patient experience
View the PDF version of this infographic here: Key findings from the primary care patient experience survey.