The quarterly patient experience survey (PES) is the biggest 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.
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.
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 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, you will see this.
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).
Alesia Wells, Corporate Administrator
07 839 2888
Michelle Bayley, Clinical Governance Programme Manager
027 590 1241