The quarterly patient experience survey (PES) is the biggest national health survey in New Zealand and is a great way of getting feedback from patients.
Every patient over the age of 15 years who is seen during the PES week, and has a valid email address recorded in the PMS, will be invited to participate.
The survey goes via the National Enrolment Service, to the group of your patients who have been seen in practice during survey week. This is only a snapshot and it does only catch those patients who have an appointment at your practice but it gives you valuable information, particularly around the experiences of Māori patients in relation to non-Māori patients.
This survey will go out to a cohort of your patients every three months, further details are available on the timetable.
The survey programme uses two portals to support the sector in preparing for the survey and looking at the results.
The landing page for the two portals can be found on the My Experience website. Ensure you bookmark this link in your practice management system and that your equity champion in your practice has access to this information. You will find all resources, including webinars on how to use the two portals, in the library section.
Remember to put your posters in a visible position and check you have email addresses recorded. Letting patients know they will get a survey and encouraging them to fill it in will help ensure participation.
The data portal is used as the surveys come in. It has the raw survey data in it and is used to ‘moderate’ any comments. More information on moderation can be found in the protocol for reviewing patient comments (PDF).
The reporting portal, where results are published, is used once the survey is closed. Here you can see summary reports comparing your patient responses to national responses and broken down by ethnicity. If you want to moderate any identifiable comments from the survey, this is the time to do that. This is is also where if a patient wants you to contact them about their experience, you will see this.
Please take a few minutes to login to check for patient contact requests in the Red Alert tab of the data collection portal, to ensure these have all been actioned.
This poster (linked below) is for general practices to display in waiting rooms. It provides information about the primary care patient experience survey for patients.
Flyers (linked below) are available in a range of languages (English, te reo Māori, Samoan and Tongan) designed to promote the primary care patient experience survey in general practices.
The following is an example of a social media message practices may wish to share during survey week.
Over the next few weeks you may receive an email or text message inviting you to take part in a patient experience survey about your recent experience at [practice name].
By taking part in the survey, you would be helping to improve the care you and your whānau receive, as well as care and access to health services in local communities across New Zealand.
Taking part in the survey is voluntary and anonymous.
Please ensure the contact details we have for you are up to date. This can be done by contacting [practice name] reception.
General practices taking part in the patient experience survey can now show a video in their clinic waiting room that talks about what the survey is and encourages patients to participate. These have been created in English, with English, te reo Māori, Samoan and Tongan subtitles (linked below).
The following tips are provided by Aotearoa New Zealand patient experience survey.
Take a look at the IPSOS quarterly newsletter for some tips on how to boost your response rates.
Ensure both the email and mobile number is available and correct for all patients who interact with the practice over the survey period. Some patients will be contacted by text but the majority will receive an email.
Encourage patients to complete the survey. Patients are more likely to answer the survey if they know about it and are expecting to receive an invitation. Therefore, it is important to:
Samrithy Yean, Practice Support Administrator
sam.yean@pinnacle.health.nz
Michelle Bayley, Clinical Governance Programme Manager
michelle.bayley@pinnacle.health.nz
027 590 1241
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