Patient experience indicators progress update: July 2014

22 Jul 2014 | Health Quality Intelligence

The patient experience indicators programme is on schedule and progressing well towards having a national approach to collection, measurement and use of patient experience information implemented by mid-August for the first quarterly patient experience survey.

National survey & reporting system

Implementation of the inpatient experience survey and reporting system is on target. The national survey and reporting system provider, Cemplicity, has visited all 20 district health boards (DHBs) and all DHBs have provided their decisions on how they will implement the system internally. Most DHBs have completed the first round of testing with minimal issues.

Three DHBs – Bay of Plenty, Canterbury and South Canterbury – will be running the national questions on a fortnightly basis and three further DHBs – Auckland, Counties Manukau and Capital & Coast – are running weekly surveys. There is widespread interest among the remaining 14 DHBs in moving to the fortnightly programme once the quarterly surveys are underway and email collection rates are improved.

Acceptance testing

The next important stage for DHBs is completing testing of the national survey and reporting system. Cemplicity is working towards the following items being available for DHB testing from 23 July as soon as they each become available.

  • Online survey tool, including agreed adaptation for each DHB (eg, additional questions, branding) and the electronic invitation process (email and SMS).
  • The paper survey file content and process provided to each DHB so they can print and mail out paper surveys and data enter responses received.
  • Online reporting and export processes, including accessibility through various browsers used by each DHB.
  • Patient contact alert email.
  • Actions register (where applicable).

The national system needs to be fully implemented and tested by 15 August. DHB Quality and risk managers will be emailed details on the next stage of testing on 23 July 2014.

Resources available

The evaluation report for the ‘Proof of concept’ work stream is available here.

The Methodology & Procedures document circulated to DHBs 24 June is available here.

Last updated 22/07/2014