Patient & staff experience reporting


Patient & staff experience reportingWhy is patient and staff experience reporting important?

Research shows that patients who report a positive experience about their care have better health outcomes. We also know that the experience of patients and staff are closely linked.


What are we trying to achieve?

Our Board priorities are improving health outcomes and improving experience. If we want to improve our patient and staff experience we need to understand how they currently feel about the care and services we provide.

To enable us to identify areas for further improvement, we wanted to find a system that would allow us to effectively capture both patient and staff experience.


What have we done?

We have selected and commenced implementation of a Patient Experience Reporting System (PERSy) which allows us to:

  • electronically deploy surveys through multiple devices (eg PCs, tablets, mobile phones)
  • undertake targeted and generic surveys to obtain real-time feedback
  • carry out automated quantitative and qualitative (text) analysis
  • identify patterns and trends from survey results that tell us what really matters to people – what’s working and what isn’t

So far we have moved our existing patient experience survey (Friends and Friendly Test) to the new system and have deployed to over 40 different clinical areas. [View more about the Friends and Family Test].

Tablet version of Friends & Family Test
Mobile version of Friends & Family Test

Computer-based version of Friends & Family Test
Computer-based version of Friends & Family Test

Mobile version of Friends & Family Test
Mobile version of Friends & Family Test


Where to from here?

Our implementation is still underway, we are working towards:

  • deploying the ‘Friends and Family Test’ in our five most commonly used languages other than English, which are Te Reo Māori, Samoan, Tongan, Chinese and Korean
  • dashboards to provide real-time reporting for the ‘Friends and Family Test’
  • developing a Staff Experience survey

For the next phase of development we will be:

  • creating a library of questions so that different services can customise surveys for their needs
  • building PERSy into our medical credentialing process, so that clinicians can receive anonymous feedback from patients about their individual practice
  • investigating how to create Patient Reported Outcomes Measures (PROMs) surveys to understand patient experience before and after interventions, for example about their quality of life. This will give us a patient’s view of the quality and impact of what we do and together with clinical outcomes data we will have a powerful tool for predicting what interventions are going to provide patients with the best outcomes and experience in the future