National patient experience survey: Results for patients treated in November 2016

31 Jan 2017 | Health Quality Intelligence

Individual district health board results compared with New Zealand average

Individual DHB survey results are displayed using interactive Tableau charts. If they do not display correctly or you have trouble reading the results, please contact Ying Li. If this is your first time using Tableau, please read the instructions below before proceeding.

Using the interactive charts (below) to read patient experience survey results

  • Use the drop-down box on the homepage below to access a list of DHBs.
  • Select your DHB, keeping New Zealand as the second option – do not use the drop-down box to compare DHBs.
  • Use the tabs along the top to navigate through each domain.
  • Return to the homepage to select a different DHB to compare against the New Zealand average.
  • Results can be downloaded as a PDF by using the 'download' button on the bottom right of each page.


Key findings

  • National results for the four domains (communication, partnership, coordination, and physical and emotional needs) have remained broadly consistent across all ten survey rounds.
  • There was little variation between district health boards (DHBs).
  • The national response rate remained unchanged at 27 percent.
  • We have undertaken weighting, as before, in line with the methodology and procedure document.

National results

Nationally, scores for the four domains have remained consistent since quarter 2, 2015 (see Figure 1).

Figure 1, National average scores for the four domains

The ‘Physical and emotional needs’ domain rated the highest in all survey rounds. It includes the ‘humanitarian’ questions shown in Figure 2, which continuously scored the highest.

The three questions shown in Figure 3, continuously scored the lowest, indicating there is room for improvement.

Figure 2, Highest-rating questions of the four domains

Figure 3, Lowest-rating questions of the four domains

Table 1, Score of four domains by DHB

Response rates

The national response rate remained unchanged at 27 percent.

Figure 4 shows the breakdown of response rates by distribution method. Response rates for surveys invited via email and SMS stabilised above 30 percent and 16 percent, respectively, after some early fluctuations. Response rates for surveys invited via post are trending down, although this remains the highest among all distribution method. Postal surveys have a high processing cost, so we encourage DHBs to undertake surveys via email or SMS where possible.

Figure 4, Response rates by survey distribution type

Response rates per DHB varied from 14 percent to 44 percent (see Table 1). Nine DHBs achieved a 30 percent response rate or above in the current survey round, compared with only four DHBs in the first survey round. Nelson Marlborough DHB, Hauora Tairāwhiti and West Coast DHB had too few responses to give a meaningful result. (See also Appendix 1 for per-DHB scores for each of the four domains.)

Table 2, Response rates by DHB

Representation of respondents

Nationally, respondents were reasonably representative of all ages and gender.

The low response from people aged 15–24 and 25–44 continued, as did under-representation of people of Māori, Pacific or Asian origin. Tables 2–4 gives a demographic breakdown of respondents.

Table 3, Representativeness by demographic group

Last updated 07/12/2019