Update on development of patient experience indicators

30 Aug 2013 | Health Quality Intelligence

Patient experience indicators help measure and report how consumers and patients actually experience the health system – what happened to them and how did it make them feel?

By capturing this consistently and coherently across New Zealand’s health system, this information can be used to make substantial improvements to both the experience and the actual quality of care received.

Currently New Zealand has no consistent approach to measuring, reporting and managing patient experience performance, at the national and local level.

One of the key objectives of the Health Quality & Safety Commission is to lead and coordinate work across the health and disability sector. The Commission’s overall programme of work is underpinned by the New Zealand Triple Aim framework for quality and safety outcomes. This includes a specific aim of ‘improved quality, safety and experience of care’. The patient experience indicators, proposed as a result of this project, will form part of the Commission’s broader Health Quality and Safety Indicator set.

KPMG has produced a report on the development of patient experience indicators for New Zealand for the Commission.

The Commission has reviewed and tested the ideas contained in the report with a number of stakeholders and consumers, including our Expert Advisory Group on Quality and Safety Indicators.

We believe the proposed four domains are the correct ones. These domains are:

  • Communication
  • Partnership
  • Coordination
  • Physical and emotional needs.

In particular, the importance of ‘partnership’ is recognised as a key determinant of the quality of consumer experience.

Pre-existing question sets have been reviewed to identify the best fit with domains and the themes to be covered, with the aim of avoiding the need to develop new questions.

The Commission is currently exploring the licensing implications of the preferred question set, and will then undertake a short cognitive testing process to ensure the questions selected work in a New Zealand context. The question set will be small – we are aiming for no more than 20 questions – and tightly focused.

The Commission is working closely with the Ministry of Health/National Health Board on the future implementation of the tool across the sector. DHBs will be able to add questions relevant to them, and to undertake more frequent local surveys.

Last updated 30/08/2013