Patient experience is a vital but complex area.

Growing evidence tells us that patient experience is a good indicator of the quality of health services. Better experience, stronger partnerships with consumers, and patient and family-centred care have been linked to improved health, clinical, financial, service and satisfaction outcomes.

The Health Quality & Safety Commission conducts two national surveys to enable the collection, measurement and use of patient experience information on a regular basis. In July 2020 the Commission ran an additional survey to explore patients’ experience of care during the COVID-19 pandemic.

Adult inpatient experience survey

The adult inpatient experience survey covers four key domains of hospital inpatient experience: communication, partnership, co-ordination and physical and emotional needs. Every three months, a national selection of adult patients from all district health boards (DHBs) who spent at least one night in hospital are invited to take part.

Primary care patient experience survey

The primary care patient experience survey provides information about what patients’ experience in primary care is like and how their overall care is managed between their general practice, diagnostic services, specialists and/or hospital staff. Every three months, a national selection of adult patients enrolled with and seen by participating general practices are invited to take part.

COVID-19 patient experience survey

The COVID-19 pandemic changed the way health care in New Zealand has been delivered. The COVID-19 survey explores patient experience of care during this time. The goal is to give health services a better understanding of what worked well and for whom it worked (and didn’t). This was a one-off survey, undertaken from 22 June–29 July 2020.

Read the frequently asked questions about the COVID-19 survey.

For all questions about the surveys please contact survey@hqsc.govt.nz.

Last updated 07/08/2020