Feedback sought on draft consumer experience indicators

10 Jun 2013 | Health Quality Intelligence

Feedback is being sought on a draft set of consumer experience indicators developed to help change and improve New Zealand’s health service.

Those interested in the development of the indicators have until 9am on Monday, 17 June 2013 to give their feedback.

Work began on a 12-week project to develop the draft consumer experience indicators in April. The aim of the project 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.

Further background on the project can be found here.

The project is being managed by KPMG. They have carried out wide consultation with stakeholders and an international literature review. A draft set of four patient experience domains have been developed, each of which comes with a set of indicators that could be used to measure consumer experience.

The four recommended patient experience domains are:

  • communication: communicating and sharing information with patients, consumers, carers and families
  • partnership: encouraging and supporting participation and collaboration in decision making by patients, consumers, carers and families
  • coordination: coordination, integration and transition of care between clinical, ancillary and support services across different provider settings
  • physical and emotional needs: treating patients, consumers, carers and families with dignity and respect, and providing the necessary physical and emotional support.

A presentation giving further information on the draft domains and indicators is available here.

Feedback can be provided here. Please submit your feedback by the closing date of 9am on Monday, 17 June 2013.

Last updated 11/06/2013