Patient experience indicators update: April 2014

5 May 2014 | Health Quality Intelligence

The programme of work is making good progress and to date the Health Quality & Safety Commission has:

  • developed a validated inpatient experience survey tool for hospital use
  • developed the necessary procedures and methodology for quarterly administration of the survey by DHBs, which should produce robust and comparable patient experience indicators
  • undertaken a “proof of concept” to define the administrative and technical requirements of a national system for the survey, and providing a continuous reporting service to DHBs for quality improvement purposes
  • secured the support of nearly all DHBs to collectively purchase the national system
  • run a competitive procurement process for the national system and identified a preferred provider.

Cognitive testing

Cognitive testing of the survey has been completed with patients from Counties Manukau, Bay of Plenty and South Canterbury DHBs and the finalised 20 question survey circulated to DHBs and made available on the Commission’s website in December 2013. All DHBs can have access to the Picker Institute inpatient question set that has been purchased by the Commission.

Proof of Concept (system testing)

The proof of concept work stream commenced in November 2013 and included administering seven rounds of fortnightly surveys until March 2014. The proof of concept has run in four DHBs of varying size, location and demographic characteristics. From this we have been able to develop our methodology and procedures and define a very tight and detailed Request for Tender for the national system. Undertaking this process has been essential to minimise the risks of poor definition of system requirements and scope creep that can threaten programme timelines and budgets.

Final evaluation of this work stream is in progress.

Methodology and procedures

To ensure that the inpatient survey is used consistently we have prepared a methodology and procedures document which details how to administer the survey. This covers:

  • the patient population from which the sample should be drawn (including which patients should be excluded)
  • acceptable data collection methods (i.e. email, SMS, post, etc.)
  • timing for the survey to be completed at a national level (one fortnight a quarter)
  • sample size (400 patients or all eligible patients, whichever is fewer)
  • sampling method (random sampling with post hoc weighting)
  • indicator definition and construction (individual scores for each domain, derived from responder ratings of each domain, weighted to be representative to population served)
  • mechanisms for maximising response rate.

This document is currently in draft and has been circulated to DHBs. Feedback was due from DHBs by the 7 April and is currently being incorporated in the document.

Tender for the national inpatient survey and reporting system

The Request for Tender was posted on GETS in February 2013, and a number of high calibre bids were submitted. These were shortlisted for full evaluation by the evaluation panel. After further clarification meetings with the top two providers the evaluation panel has identified a preferred provider. The contract is now being negotiated and DHBs will receive further direct communication with regards to this process.

Real time feedback survey for Mental Health consumers

The Mental Health Commissioner (MHC) is trialling a programme of electronic surveys to record people’s experience of mental health and addictions services. There are a number of similarities between these two programmes of work but also significant differences and hence the different approaches. The two programmes are connected to ensure resources and key learnings can be shared wherever possible. A joint communication will be released soon.

Last updated 05/05/2014