What is the primary care patient experience survey?

The primary care patient experience survey is designed to find out about patients’ experience in primary care and how their overall care is managed between their general practice, diagnostic services, specialists and/or hospital staff. The information will be used to improve the quality of service delivery and patient safety.

The survey is run four times a year as part of the New Zealand patient experience survey programme, conducted by the Health Quality & Safety Commission (the Commission) with support from the Ministry of Health.

Who is carrying out the survey?

The Commission has contracted Ipsos New Zealand, an independent research company, to carry out the survey.

Who will be surveyed?

A selection of patients enrolled with and who had a consultation with their general practice during the survey sample period may be invited to take part. Children under 15 years will not be surveyed.

Can I still share my experience if I haven’t been invited to take part?

If you weren’t invited to take part, your feedback is still valuable. If you have anything to share about your experience of care from your general practice, please contact them or your primary health organisation directly or email myNZhealthexperience@ipsos.com.

What are the benefits of taking part?

The survey gives you a voice, which the health teams that care for you can hear in a direct and timely way.

What is the information used for?

The survey will help general practices understand how well they are meeting patient needs and how they can improve the service they are offering you, your whānau and your community.

The survey also gives the Commission and the Ministry of Health information to help improve health services.

How do I take part?

If you are invited to take part, you will get an email or text message with instructions about how to log into the survey; along with a link and login code or case ID. Once you have this, please follow these steps.

  1. Find your login code or case ID: In the email, it will be at the bottom beside the contact phone number. In a text message, it will be at the end of the URL you are sent, for example: www.myexperience.health.nz/Survey?CaseID=123456.
  2. Visit the survey site: https://myexperience.health.nz/survey.
  3. Enter your login code/case ID to access the survey.
How long is the survey open for?

Each survey round will be open for 3–4 weeks to give you plenty of time for you to share your feedback.

The survey has closed, how can I give feedback?

If you have feedback you can share it directly with your general practice or primary health organisation or email myNZhealthexperience@ipsos.com.

What if I am having trouble accessing the survey?

Please email Ipsos at NZPatientExperienceSurveys@ipsos.com or phone 0800 121 650.

Where did you get my contact details?

Contact information was provided by the Ministry of Health for the purpose of this survey only.

How is my information being protected?

All information is stored on an encrypted New Zealand server and protocols are in place to maintain a high standard of security throughout the survey. All personally identifiable contact information will be permanently deleted from the system at the end of the survey.

The Commission has strict requirements that Ipsos and its partners must keep to when handling contact details and survey responses. See the Ipsos website for more information on the privacy policy: https://www.ipsos.com/en-nz/privacy-data-protection.

Will my answers be confidential?

The survey does not record your name, date of birth or any other personal information that may identify you. Answers to the survey questions will not be used to identify participants unless you choose to have someone contact you at the end of the survey.

How do I opt out of the survey?

You can opt-out of the survey by:

If calling or emailing, please make it clear that you want to unsubscribe from the NZ patient experience survey programme.

Where can I get more information?

Please email Ipsos at NZPatientExperienceSurveys@ipsos.com or phone 0800 121 650.

Last updated 06/08/2020