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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

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Gathering the Consumers Experience

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Gathering the consumers experience

Gathering the Consumers Experience

Christine McKerrow

Quality Assurance Manager

The journey

The journey

Gather data by:

Feedback forms

compliments, suggestions, complaints


website, Healthpoint, emails

Suggestion boxes

Txt messaging

Stand alone touchscreen collection system (TouchPoll ) 2008 until 2012

Gathering the consumers experience

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

Feb 2013

Began trial - iPad in a stand,

volunteers roving the wards using


Software used:

(NZ developed software)

Questions selected

5 questions from Picker Institute plus demographics

But then

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

Gathering the consumers experience

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

Time to review process:

  • HQSC trial completed in Nov/Dec 2013

  • where to next ??

Gathering the consumers experience


  • 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

Gathering the consumers experience

  • 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

Gathering the consumers experience

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

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

Interviewer comments

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

The future:

  • beginning to roll out to District Hospitals

  • develop outpatient and paediatric surveys

  • community outpatient clinics

Closing the loop


Closing the loop

  • how to disseminate information to the wards so it is useful

  • what are they going to do with it

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