Gathering the Consumers Experience

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Gathering the Consumers Experience
Christine McKerrow Quality Assurance Manager
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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

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• 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

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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

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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

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• 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

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Time to review process

• HQSC trial completed in Nov/Dec 2013
• where to next ??

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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

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• 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
• 9 -10 Promoters
• Net Promoter Score of Promoters - of
  Detractors

• 7 - 8 Passives

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

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The future

• beginning to roll out to District Hospitals
• develop outpatient and paediatric surveys
• community outpatient clinics

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Closing the loop
?

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