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Gathering the Consumers Experience Christine McKerrow Quality Assurance Manager

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 - PowerPoint PPT Presentation

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Page 1: Gathering the Consumers Experience

Gathering the Consumers Experience

Christine McKerrowQuality Assurance Manager

Page 2: Gathering the Consumers Experience

The journeyGather data by:

Feedback forms • compliments, suggestions, complaintsOnline• website, Healthpoint, emails

Suggestion boxesTxt messagingStand alone touchscreen collection system

(TouchPoll ) 2008 until 2012

Page 3: Gathering the Consumers Experience

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

Page 4: Gathering the Consumers Experience

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

Page 5: Gathering the Consumers Experience

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

Page 6: Gathering the Consumers Experience

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

Page 7: Gathering the Consumers Experience

Time to review process:

• HQSC trial completed in Nov/Dec 2013

• where to next ??

Page 8: Gathering the Consumers Experience

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

Page 9: Gathering the Consumers Experience

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

Page 10: Gathering the Consumers Experience

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

Page 11: Gathering the Consumers Experience

Thinking about your experience would you recommend this hospital to your

friends, family, whanau?

Page 12: Gathering the Consumers Experience

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

Page 13: Gathering the Consumers Experience

The future:• beginning to roll out to District Hospitals

• develop outpatient and paediatric surveys

• community outpatient clinics

Page 14: Gathering the Consumers Experience

Closing the loop

•how to disseminate information to the wards so it is useful• what are they going to do with it

?