Patient Experience
Policy
We collect patient experience feedback to help us identify whether we are meeting patients' needs, and how empowered they feel at our facility. Feedback helps us measure satisfaction, monitor the effectiveness of services, and identify areas for improvement.
We gather feedback from a number of different sources. This helps us ensure a variety of perspectives are represented, including priority groups.
Our feedback comes from:
- survey results
- complaints
- informal feedback
- face-to-face meetings with patients and whānau
- patient advisory group.
To give casual feedback, patients can use the box at reception, send an email, or speak to one of our team.
We review feedback from the quarterly Patient Experience Survey (PES), which is delivered by the Ministry of Health and the Health Quality and Safety Commission (HQSC). The PES measures patient satisfaction, monitors the effectiveness of services, and identifies areas that are working well or need improvement.
We carry out other patient surveys if needed to gather feedback about our services, or to target groups under-represented in PES results.
Where response rates for priority groups are low, consider gathering feedback through targeted methods that reduce barriers.
Feedback is reported to the clinical governance group and used to identify opportunities for improvement.
Improvements or changes to our service resulting from feedback are shared with our community using our noticeboard.
Clinical governance
We use feedback to identify 
quality improvement activities that target inequities and barriers experienced by patients.
Any concerns are reported to the clinical governance group and discussed at team meetings. We use this feedback in quality improvement planning.
See also Cultural Safety.