Patients getting a say on hospitals

May 13th, 2014 at 10:00 am by David Farrar

Tony Ryall and Jo Goodhew announced:

From July, patients will have the opportunity to provide feedback and rate their experiences in hospital – a move welcomed by Minister Tony Ryall and Associate Minister Jo Goodhew.

“DHBs will be running a quarterly survey of patients to find out what they think about their most recent stay in hospital,” says Mr Ryall.

“The survey has 20 questions covering issues such as whether patients understood the advice they were given by their doctor, whether they were involved in decisions about their care and treatment, and whether they were treated with respect and dignity by hospital staff.

“Responses will be collated to give each DHB a rating out of 10 in four areas: coordination, partnership, communication, and physical and emotional needs,’ says Mr Ryall. 

Mrs Goodhew says this will be the first time this information has been collected and measured in the same way across the whole country.

“The results will help DHBs to make improvements in care and give the public valuable insights into the performance of their local health services,” says Mrs Goodhew

“The new survey, which was developed by the Health Quality and Safety Commission, will be an important way of measuring the quality of health services.

That’s a very good idea – both getting patient feedback, but also having comparable data across hospitals.

Of course that data may be used to make one of those evil league tables, so I guess some parties will be against it!

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12 Responses to “Patients getting a say on hospitals”

  1. Viking2 (11,484 comments) says:

    Serious Question.
    Why only quarterly and not for every patient? Online and simple to do.

    Lots more data so should show trends and issues a lot quicker.

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  2. Zebulon (114 comments) says:

    We experienced very serious injury and bad service from Starship and found the ADHB useless at addressing the concerns. They made it as difficult as possible and lied to us. If the new surveys will involve the DHB policing their own results it will be a complete waste of time

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  3. igm (1,413 comments) says:

    I hope this does not go ahead. Having been in Wellington Public Hospital CCU a few months ago, I was astounded to hear continual whinging from a pommie accented patient about the quality of food and everything in general, including government medical policy. If an arsehole such as this fills in a questionnaire, it will be a left-wing distortion of fact. I ended up having quite a confrontation with this loser, as I found the meals sufficient, the treatment as good, if not better, than private institutions, and having been bloody near dead when I arrived, they were absolutely magnificent in every facet. I don’t see the necessity for this type of reporting, as results speak for themselves. By the way, I asked this English person if he expected new tyres and full groom included in his next WoF check for his car . . . I could have whacked the moaning arsehole.

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  4. Judith (8,534 comments) says:

    Patients have always been able to give feedback on their care. Especially if they find it unacceptable. We just don’t often get to hear about them.

    I have a feeling the survey might produce results that Mr Ryall does not want to hear, but like most such surveys, the results will depend on how the questions are worded.

    What a pity it wasn’t done earlier though, then we could use the results to judge the governments performance in health care, as a means of deciding where to place our votes, for those that consider health care an important factor.

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  5. Paulus (2,631 comments) says:

    Both my wife and I have been in Tauranga Hospital of recent months – wonderful.

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  6. OneTrack (3,111 comments) says:

    igm – one arseholes feedback will be overridden by other more reasonable patients

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  7. RightNow (6,994 comments) says:

    “What a pity it wasn’t done earlier though, then we could use the results to judge the governments performance in health care, as a means of deciding where to place our votes, for those that consider health care an important factor.”

    Agree. No reason this couldn’t have been done 10 years ago.

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  8. georgebolwing (869 comments) says:

    And people wonder why the public sector gets criticized for being slow and inefficient.

    Private sector companies that don’t know what their customers think of their products go out of business.

    I have been treated in private hospitals three times in the last two years and each time I was asked to complete a customer satisfaction survey on discharge. On each occasion, I was pretty sure that my views would be taken seriously, because I knew that at least some of the people reading it had a direct financial interest in what I said, since I had a choice of who got my custom.

    Unless the DHB’s can ensure the same system of incentives applied this will be a pointless exercise in political spin.

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  9. kowtow (8,512 comments) says:

    How does a dead patient log their feedback?
    They’re the ones we need to hear from.
    DHB’s to employ mediums?

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  10. Lance (2,656 comments) says:

    I know it’s been said before but I can say, from personal experience;
    When you are in a life threatening or potential life threatening condition, the care and response in the NZ health system is great. But the when you are no longer ‘at immediate risk’ things turn to shit real quick.
    Little gems like an administrator trying to discharge me (doesn’t sound possible but …) while I was still on IV and unable to walk, my doctor had to come a yell loudly to get that BS stopped.

    Jeckle and Hide stuff.

    It also didn’t help when a nurse tried to inject a drug I was highly allergic to into my IV line despite there being multiple ‘red flags’ on file. I went for a procedure at a private hospital and it was good to see that I had a predominant fluoro band warning label attached to my wrist. I guess the private hospital cared more?

    But yes, complaining about the food is nonsense, BTW the food wasn’t that bad, don’t know what some people have to moan about?

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  11. Nick R (507 comments) says:

    This is not new, or news. I don’t think there was ever a time when patients couldn’t provide feedback to hospitals. I’m pretty sure Wellington hospital has done surveys of patients in the last few years and I’d be surprised if they are the only one.

    It’s a big “so what?” as far as I can see.

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  12. ross411 (842 comments) says:

    I remember a few years back, I went in for something and was distinctly unimpressed. I was laying there in a bed unable to sleep, and the staff were slagging off another patient. They weren’t even near me, and I had no choice but to be able to clearly hear. This carry on went on all night. I would have loved to write up the experience.

    I had a better experience in a London hospital about the time of the riots, when the police cleared everyone out and there were competing gangs of black lads being violent to each other around there somewhere.

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