gathering the consumers experience
DESCRIPTION
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 PresentationTRANSCRIPT
![Page 1: Gathering the Consumers Experience](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/1.jpg)
Gathering the Consumers Experience
Christine McKerrowQuality Assurance Manager
![Page 2: Gathering the Consumers Experience](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/2.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/3.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/4.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/5.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/6.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/7.jpg)
Time to review process:
• HQSC trial completed in Nov/Dec 2013
• where to next ??
![Page 8: Gathering the Consumers Experience](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/8.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/9.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/10.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/11.jpg)
Thinking about your experience would you recommend this hospital to your
friends, family, whanau?
![Page 12: Gathering the Consumers Experience](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/12.jpg)
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](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/13.jpg)
The future:• beginning to roll out to District Hospitals
• develop outpatient and paediatric surveys
• community outpatient clinics
![Page 14: Gathering the Consumers Experience](https://reader035.vdocuments.mx/reader035/viewer/2022070404/56813adb550346895da324e9/html5/thumbnails/14.jpg)
Closing the loop
•how to disseminate information to the wards so it is useful• what are they going to do with it
?