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Patient and whanau feedback

Patient and whanau feedback

What are we trying to achieve?

In order for us to really understand what matters most to the people we serve, it is essential that we hear from them. We want our patients and their whānau to understand that their views are important and that we use their feedback to continually improve the services we provide. Our aim is to make it possible for patients and their whānau to give us their feedback whenever they want, wherever they are, and in the way that they are most comfortable with.

What can you do to help us?

Your views are important! Please tell us about your experience so that we can learn what works well, and what we need to change.text

There are several ways you can give us your feedback:

  • If you are in one of our hospitals ask to complete our electronic survey (Friends and Family Test)
  • Complete the online form on our website
  • Telephone our customer service team on (09) 486 8920 Ext 3153
  • Write to us at: Customer Service Team
    Waitemata District Health Board
    Private Bag 93-503, Takapuna
    AUCKLAND 0740
  • Visit the comments box in the main foyer of North Shore or Waitakere hospitals and complete a form, or use one of our ‘Happy or Not’ kiosks to provide your feedback


What have we done?

Friends and Family Test

Our main source of feedback is our electronic survey called the Friends and Family Test which we have been using for the last 2 years [view more about our Friends and Family Test programme].

The Friends and Family Test is used in all of our inpatient areas, both of our Outpatient Departments, and our 2 Emergency Departments. This year we received 8,470 responses and over 90% of people said they were “extremely likely”, or “likely”, to recommend our services.

Friends and Family Test results 2014/15 - 'would you recommend our services?'

As well as asking whether people would recommend services, the survey asks 5 other questions.

Friends and Family Test results 2014/15

Feedback received through the Friends and Family Test is available through our online reporting system in real-time. That means that ward and service managers can see results about their areas and act on the feedback given.

National adult inpatient survey

In September 2014 the Health Quality and Safety Commission released the first national patient experience survey in New Zealand. Every 3 months the survey is sent to a random sample of 400 adults who stayed at one of our hospitals for at least one night. The survey is anonymous, however patients have the option to provide their contact details should they wish to discuss their feedback further.

The survey asks 20 questions within the following 4 categories:

  1. Communication
  2. Coordination
  3. Partnership
  4. Meeting physical and emotional needs

The national survey provides us with useful information about what we do well and what needs attention. It also allows us to see how we compare with other DHBs so that we can share our good work and learn from others.

Waitemata DHB National Inpatient Survey Results 2014/15

‘Happy or Not’?

'Happy or Not' device‘Happy or Not’ devices are floor-standing kiosks that have four push-button ‘smiley-face’ responses. The device displays a question that we would like specific feedback on that time, and people push the smiley face that best represents their answer. We have 10 devices that circulate throughout patient areas.

Since February 2015 all 10 devices have been asking the question: “Were we welcoming and friendly”. This is because our patients and their whānau tell us that the most important thing we can do to make their experience positive is to be welcoming and friendly.

Between February and June 2015 we received 16,766 responses and 90% of those were positive. The ‘Happy or Not’ results also measure satisfaction by days of the week and time of day so we can watch the changes in satisfaction over time and map this to what is happening in different areas (see chart below). So we know, for example, that people say we are more welcoming during the week than at weekends, and that we need to focus on how we welcome people around lunchtime and late afternoon.

'Happy or Not' results by day of week'Happy or Not' results by time of day

One of our ‘Happy or Not’ devices is kept permanently in our Discharge Lounge. In August we opened our newly refurbished lounge and you can see that satisfaction improved significantly.

Happy or Not' results for Discharge Lounge

Did we make a difference?

Quality BoardsOur different survey systems allow us to hear from thousands of people every year. The results from all of these tools show that most of the time we provide excellent care but they also show us opportunities for improvement.

The results are readily available to staff and are shared publicly on our new quality boards.

Patient and whanau feedback is used widely in staff training and education programmes. We also use the free text comments from our surveys to create values-based reports [view more about Values-based reports] that tell us whether we are living up to our values and behavioural standards.

Where to from here?

  • We have started a project to redevelop the Friends and Family Test to create a system that will measure both patient and staff experience in real-time
  • We will continue to develop and expand the reach of our feedback systems within hospital and in the community so that any of our patients, their families, and staff can give feedback whenever they want and access the results
  • We are working with our primary care colleagues (for example, local GP practices) to understand peoples’ experience across their whole health journey
  • We will develop and promote our values-based reports so that we can continually make sure we are living up to our values
  • We will continue working with services to make sure that patient, whanau and staff feedback is used to continually improve experience

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