Work begins to develop consumer experience indicators

15 Apr 2013 | Health Quality Intelligence

Work has begun on a project to develop consumer experience indicators that can be used to help change and improve the health service in New Zealand.

The Commission is developing a set of national health quality and safety indicators that support improvement of health services, as articulated in the New Zealand Triple Aim Framework.

Consumer experience is a good indicator of the quality of health services. There is growing evidence that better experiences, developing partnerships with consumers, and patient and family-centred care are linked to improved health, better clinical outcomes, lower costs and greater satisfaction outcomes.

New Zealand currently has no nationally-consistent data source it can use to measure consumer experience, and there are no consistent indicators that can be used locally to identify areas for improvement and to track progress.

KPMG has been appointed to project manage the development of consumer experience indicators. The 12-week project will run to the end of June, and KPMG has begun by assessing how DHBs currently collect information about consumer experience. 

The aim of the work is to finalise measures of consumer experience that can be used:

  • as part of the national health quality and safety indicator set
  • to measure patient experience locally, and by the Ministry of Health to uphold local accountability
  • by DHBs to make improvements in individual services.

The project will involve a high level of consultation, engagement and collaboration with stakeholders, and will develop a process that stakeholders - starting with DHBs - can replicate and implement.

The indicators are one of four Commission work programmes focusing on measurement and evaluation. The others are the Atlas of Healthcare Variation, quality and safety markers, and quality accounts.

The Commission is required to develop and publish regularly a set of indicators to drive the improvement of quality and safety of New Zealand’s health and disability services.  The Commission is committed to developing these indicators in a way that complements and builds on existing initiatives in New Zealand and internationally. To view the framework for this work, see page three of Describing the quality of New Zealand’s health disability services (available below)

Further updates will be provided as the work progresses.

Last updated 15/04/2013