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
Quality Assurance Manager
Gather data by:
compliments, suggestions, complaints
website, Healthpoint, emails
Stand alone touchscreen collection system (TouchPoll ) 2008 until 2012
Submission to Board- request to trial another more cost effective electronic system
Began trial - iPad in a stand,
volunteers roving the wards using
(NZ developed software)
5 questions from Picker Institute plus demographics
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 â€“linked to iPad, real time
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?