Gathering the
Consumers
Experience
Christine McKerrow
Quality Assurance Manager
The journey
Gather data by:
Feedback forms
• compliments, suggestions, complaints
Online
• website, Healthpoint, emails
Suggestion boxes
Txt messaging
Stand 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 develop
• automatically collated reports etc
• could 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 selected
5 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, didn’t
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 & dignity
• Board 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 Calculation
• 0 - 6 Detractors
• 7 - 8 Passives
• 9 -10 Promoters
Net Promoter Score = % of Promoters - % of Detractors
NPS Question
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?
Thinking about your experience would
you recommend this hospital to your
friends, family, whanau?
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