Gathering the Consumers ExperienceChristine McKerrowQuality Assurance Manager

The journeyGather data by:Feedback forms compliments, suggestions, complaintsOnlinewebsite, Healthpoint, emails Suggestion boxesTxt messagingStand alone touchscreen collection system (TouchPoll ) 2008 until 2012

Sept 2012

Submission to Board- request to trial another more cost effective electronic system

further opportunities to developautomatically collated reports etccould give real time feedback

Approval given

Feb 2013

Began trial - iPad in a stand, volunteers roving the wards using iPads

Software used:(NZ developed software)

Questions selected5 questions from Picker Institute plus demographics

But then:

not being supported by software developer in timely manner

progress on what was promised not forthcoming

volunteers were not reliable, felt uncomfortable, didnt turn up unless it suited them etc

pursued option of using trial version of Survey Monkey

Employed a staff member from temping pool who was interested in gathering information

September 2013, trial with HQSC -18 questions (Picker Institute) + demographics + Net Promoter Score (NPS).

Used Survey Monkey - premium version linked to iPad, real time

Time to review process: HQSC trial completed in Nov/Dec 2013

where to next ??

Now: reduced questions to 15 + demographics + NPS

interviewing 150-200 inpatients/month-Whangarei Hospital.

report monthly to the Board

request specific breakdown of questions e.g. Maori response to being treated with respect & dignityBoard interest in NPS ratings

Net Promoter Scoring

Net Promoter Score (NPS) measures the loyalty that exists between the provider and a consumer

Rating scale 0-10

NPS Calculation0 - 6 Detractors

9 -10 Promoters

Net Promoter Score = % of Promoters - % of Detractors

7 - 8 Passives

Would you recommend this hospital to your friends, family, whanau?

Changed question to:

Thinking about your experience would you recommend this hospital to your friends, family, whanau?NPS Question

Thinking about your experience would you recommend this hospital to your friends, family, whanau?

Chart1

55586084100

60697077.590

6178808679

58868390100

76100100100100

7875877883

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Ward 155586084100

ward 360697077.590

Ward 46178808679

Ward1458868390100

Ward1576100100100100

Ward 167875877883

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Interviewer comments:always asks consumer if they want to use iPad themselves

provides information on Advocacy service or how to make a complaint if necessary

consumers always willing to participate

able to return to same wards next day

The future:

beginning to roll out to District Hospitals

develop outpatient and paediatric surveys

community outpatient clinics

Closing the loop how to disseminate information to the wards so it is useful what are they going to do with it

?

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