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National patient experience survey: Results for patients treated in November 2017

30 Jan 2018

Individual district health board results compared with New Zealand average

Individual DHB survey results are displayed using interactive Tableau charts. If they do not display correctly or you have trouble reading the results, please contact Ying Li. If this is your first time using Tableau, please read the instructions below before proceeding.

Using the interactive charts (below) to read patient experience survey results

  • Use the drop-down box on the homepage below to access a list of DHBs.

  • Select your DHB, keeping New Zealand as the second option – do not use the drop-down box to compare DHBs.

  • Use the tabs along the top to navigate through each domain.

  • Return to the homepage to select a different DHB to compare against the New Zealand average.

  • Results can be downloaded as a PDF by clicking the 'Download' button at the bottom right of each chart.

Key findings

  • National results for the four domains (communication, partnership, coordination, and physical and emotional needs) have remained broadly consistent across all 14 survey rounds.

  • There was little variation between district health boards (DHBs).

  • The national response rate decreased to around 23 percent compared with 26 percent previously.

We have undertaken weighting, as before, in line with the methodology and procedure document.

National results

National scores for all four domains have remained consistent since quarter 2, 2015. The 'physical and emotional needs' question improved significantly compared to last quarter and received the highest score since the survey began.

Figure 1: National average scores for the four domains, 2014–17

The ‘physical and emotional needs’ domain rated the highest in all survey rounds. It includes the ‘humanitarian’ questions shown in Figure 2, which continuously scored the highest.

The three questions shown in Figure 3 continuously score the lowest of all the survey questions, but they have been incrementally improving since Q2 2016.

Figure 2: Highest-rating questions of the four domains, 2014–17

Figure 3: Lowest-rating questions of the four domains, 2014–17

Table 1: Score of four domains by DHB, 2014–17

Response rates

The national response rate decreased to around 23 percent, down from 26 percent last quarter.

Figure 4 shows the breakdown of response rates by survey distribution method. Response rates for surveys invited via email and SMS have decreased to 25 and 16 percent, respectively. Response rates for surveys invited via post decreased from around 42 percent to 32 percent. Postal surveys have a high processing cost, so we encourage DHBs to undertake surveys via email or SMS where possible. 

Figure 4: Response rates by survey distribution type, 2014–17

Response rates per DHB varied from 11 percent to 39 percent (see Table 2). Four DHBs achieved a 30 percent response rate or above in the current survey round. Waitemata DHB was not reported this quarter due to constraints on survey collection.

DHBs are required to have at least 30 responses for results to be meaningful. Hauora Tairāwhiti, South Canterbury and West Coast DHB didn’t meet this requirement. (See also Table 1 for per-DHB scores for each of the four domains.)

Table 2: Response rates by DHB (%), 2014–17

Representation of respondents

Nationally, respondents were reasonably representative of all ages and gender.

The under-representation of people aged 15-24 and 25-44 continued, as it did for Māori, Pacific and Asian origin. Tables 3 gives a demographic breakdown of respondents.

Table 3: Representativeness by demographic group, August 2017

Published: 30 Jan 2018 Modified: 28 Mar 2023