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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
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
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
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