Supply of Patient & Staff Experience Measurement Tool

Details

Waitemata District Health Board (WDHB) is releasing a Request for Proposal (RFP) with the view to implementing a Patient and Staff Experience Measurement tool.
Anyone interacting with DHB services (including patients, visitors and staff) should be able to provide feedback in the most general sense. This includes more than just ‘complaints’. The intent is to make it as easy as possible for people to do so. Research shows that point-of-care surveying in hospitals can provide positive results. Creating a system that allows people to provide feedback anonymously if they wish, and from their own homes, will help to allay the fear that giving constructive criticism may jeopardise future care or communication. It will also help to increase the numbers of responses as people can engage with the survey in their own time, and through their preferred modality. It is, however, important to maintain point-of-service surveying so that the DHB can respond to feedback quickly and improve people’s experience where issues are raised.
Staff appreciate the importance of feedback and there is a desire to understand the localised experience of patients and their friends and families. It is also important for staff experiences to be recorded.
This proposal includes not only continuous monitoring of patient and staff via survey in order to analyse ‘loose associations’ between their respective experiences, but also formally measuring staff and patient experience together biannually. For both staff and patient surveys, and whether continuous or programmed, the intention is to align surveys with the organisational values to be able to report on themes.