Download - Gathering the Consumers Experience
Gathering the Consumers Experience
Christine McKerrowQuality Assurance Manager
The journeyGather data by:
Feedback forms • compliments, suggestions, complaintsOnline• website, 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 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 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, 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
• 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?
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
?