Primary care patient experience survey: General practice guide to getting started

6 Aug 2020 | Health Quality Intelligence

If you choose to start using the survey to capture and measure your patients’ experiences, here is what you need to do.

What your PHO needs from you
  1. Advise your PHO that you wish to participate and nominate your key contact person.
  2. Send email signatory details, SMS signature (max 27 characters including spaces) and logos to represent your practice on outgoing invitation emails. Logos should be in a recognised photo format (such as .jpeg, .png, or .svg). The ideal size is 120 x 60 pixels, however we can assist in adjusting as needed. 

Example:

The Team at Health Practice
09 555 5555
info@healthpractice.nz

OR

Karen Gillian
Practice Manager
Health Practice
info@healthpractice.nz

  1. Nominate a practice administrator for the survey portal (user management access).
  2. Nominate two patient liaison contacts (recommend one be generic to avoid turnover issues) for contact alerts.
  3. Nominate a comment moderator (as directed by your PHO).
What you will get from Ipsos

Your practice patient liaison and comment moderator will receive emails to update them on the availability of comments or requests for review.

How to update your staff and patients
  1. Ensure your practice admin team is briefed in advance of the first day of the sample week period. These resources should assist them:
    • the ‘information for PHOs and practices’ document (sent to you directly by Ipsos) will assist the administration team to understand how the survey works.
    • put up the poster in visible areas by the time the survey sample period starts.
    • If you have a screen in the practice where you can show videos, you can show one of the videos. You may want to put up the poster in your waiting room.
    • During the survey sample week period hand out a copy of the survey flyer to all patients 15 years and over. The survey flyers will be sent to you by your PHO, or you can download them on our website.
    • Follow the instructions to activate patient preferences in your PMS. Be active in asking for patients’ preferred email and cell phone contacts, especially email addresses. Individual rather than family email addresses are preferable. You don’t have to update every enrolled patient, just focus on people you see during the sample period. Email has a significantly better survey response rate than SMS and a higher response rate provides you more valuable information.
  1. You might choose to text your patients seen during the sample week to give them a reminder they may receive a survey invitation. This is completely up to you.
  2. If patients have technical questions during the fieldwork window, they are welcome to contact the Ipsos Voice respondent line at 0800 121 650 or email myNZhealthexperience@ipsos.com.
Reporting and next steps
  1. You will receive a website link, log in details and easy ‘how to’ instructions for the report portal from your PHO.
  2. Once the survey ‘goes live’ two weeks following the survey sample week period, you’ll be able to login to your report portal and view real-time patient experience measures and comments. Ipsos will send you more information about this when the time comes.

Related resources

Resource: Frequently asked questions
Resource: Primary care patient experience survey: flyers for patients
Resource: Primary care patient experience survey: patient management system instructions
Resource: Primary care patient experience survey: poster for practices
Resource: Primary care patient experience survey: videos for in-clinic waiting room
Resource: Survey timetable

Last updated 25/11/2020