Gathering the consumers experience
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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

Christine McKerrow

Quality Assurance Manager


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


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 selected

5 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


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?


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


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