Patient experience measures are now routinely in place for hospitals. Feedback about the care received in public hospitals is a valuable indicator of how well health services are working for patients and their families.

Patient experience indicators are a set of measures used to understand patients’ views of the care they receive, and to make health care more responsive to their needs. The information gathered at local, regional and national levels through these measures can be used to benchmark patient experience across the country and to improve services locally.

The Commission has designed a new 20 item adult inpatient survey that began in August 2014. This survey runs quarterly in all DHBs and covers four key domains of patient experience: communication, partnership, co-ordination and physical and emotional needs.

The measures must be flexible enough to allow DHBs to plan and track local service improvements. They must be usable in DHB performance monitoring and accountability processes focused on hospitals, but also have more general application across the system, including in primary care.

A selection of adult patients who spent at least one night in hospital are sent an invitation via email, text or post inviting them to participate in the national survey on at least a quarterly basis. Some DHBs conduct their patient experience surveys on a weekly or fortnightly basis so that they have a continuous stream of patient feedback to act on. The survey responses are anonymous unless patients chose to provide their contact details.

Hospital patient experience survey summaries are published nationally by the Commission, and locally by DHBs.

The current release is the 12th survey covering patients in hospital between 24 April and 7 May 2017. It was undertaken in May 2017 and provided summary scores out of 10 for the four key domains of patient experience as set out below:

Domain NZ weighted average (/10) Range
Communication 8.5 (8.3) 8.1–9.7 (8.1–8.9)
Partnership 8.7 (8.4) 8.0–9.7 (7.9–9.1)
Coordination 8.5 (8.3) 7.6–9.5 (8.0–9.0)
Physical and emotional needs 8.8 (8.6) 8.4–9.7 (8.3–9.1)

(February 2017 scores and ranges in parenthesis)

Key contacts

Richard Hamblin, Director of Health Quality Evaluation, 04 901 6068, 021 308 498
Gillian Bohm, Principal Advisor Quality Improvement, 04 901 6047, 021 341 120
Ying Li, Senior Analyst, 04 901 6072

Last updated 27/07/2017