How is the survey information gathered?
Within 7 to 14 days of discharge, all patients who have provided an email address are invited by email to give feedback by an online survey. The survey remains open for 3 weeks.
Can I see all the survey questions?
How can I use the information here?
Comments should be reviewed on a regular basis. Comments should be assessed for themes and patterns, e.g. could the examples given be a common occurrence? Are there suggestions for improvements that are straightforward to implement and monitor? Feedback can be used as case studies for staff education or as the basis for audit for particular issues that arise.
Is this statistically significant or reliable?
The greater the number of people who have responded to a question, the more reliable the feedback is. In general terms, if there are over 100 people who have answered you can be confident that their opinion reflects the opinions of most of your patients. As the numbers gets smaller the feedback is less reliable so you can regard it as indicative. Whatever the numbers, each example and patient story is important so do take the time to read these, no matter how many people have taken part.
How do the ratings work?
On most rating questions people are asked to give scores from 0 to 10 where 0 means 'Poor' and 10 means 'Excellent'. These reports give you the average rating so we add up all the scores and divide them by the number of people who answered the question.
Who is involved?
The survey has been designed and tested by Point and Associates. The survey system and reporting portal is provided by Cemplicity Ltd. Both companies are operating under contracts with the Auckland District Health Board to ensure the confidentiality of patient survey feedback.
How secure is the information?
Every aspect of the survey and reporting process has been carefully audited to ensure patients can provide anonymous feedback and to ensure there is no link between patient feedback and their clinical records. The survey and report hosting is done in a secure hosting environment provided by Cemplicity Ltd.
Can patients be individually identified?
No. Unless patients choose to identify themselves, they cannot be individually identified. There is a process whereby patients can request to have someone from ADHB contact them. In this case, the patient provides their contact details and can elect to share their survey responses as part of their contact request.
Can we contact patients about their individual responses?
How do you reach people without emails?
Stage 1 of this project is to establish the process for people who provide email addresses. The survey will also be made available in other forms so that information can be collected face to face or by phone, with the reporting available through this website. The success of this project depends on hearing about all patient experiences, not just those with Internet access by email.
How do I see how many people answered this survey?
To the top right of every graph is a small statement "n=X". This shows the number of people who answered that question. This figure will reduce as you apply filters.
Why are there different numbers of responses for some questions?
Not all respondents answer all questions. This can be because they didn't see some questions e.g. if they don't select Pain Management as one of the three most important things to them at the beginning of the survey, they won't be asked two of the questions about Pain Management later in the survey. The second reason is that they may have chosen to skip over a question without answering it. This is not common but does happen sometimes, especially with questions asking the respondent to write in comments.
Why do the results change when I log in from one day to the next?
The reports are updated in real-time so that the most up-to-date information possible is made available. Every time a patient completes the survey, his or her response is incorporated as part of the results reported. There may be a delay before their comments are visible as these need to be approved before they show up in the reports.
What responses can I see?
Different access levels are set up for different users in the organisation (as in Risk MonitorPro). You will have access to results about the area(s) you are responsible for. You will be able to see all the comments made by patients who were in your area at some stage in their treatment, not just those who were discharged from your area.
Why are some comments blanked out or obviously edited?
Comments are reviewed prior to appearing in these reports. Inappropriate comments may be removed in their entirety and names of staff are also removed. Our aim is to edit or remove as few comments as possible.
These comments don't seem to be about my area.
Patients are asked to rate their whole experience and their comments may be about a number of areas. Sometimes the comments you can see will be about other areas your patients experienced during their stay. This should help us better understand the whole experience our patients have.
How can I see the responses just for my area?
You can use the filters at the top of the screen to filter the data to only see comments from people who spent some time in your area. Some of the comments are still general and may apply to areas other than yours.
Can I forward this report? Can I copy it to use in another document?
Only people with an approved username and password may access online reports. You must not give your username or password to anyone else. You are able to use the information in your own internal reporting if you have authority to access the information. Please read the Website Terms and if you have any questions or concerns talk to your manager.
Can we access the data in a different way for deeper analysis?
Yes, the raw data is captured in the Cemplicity reporting system and Point and Associates is able to undertake in depth analysis using these Cemplicity tools. Please contact Sarah Devine at ADHB to get information on undertaking analysis projects to meet your specific information needs.
How can we set up a new user?
Please contact Sarah Devine
Who do we contact to request a different online report?
Please contact Sarah Devine
Can we benchmark our results against others?
Yes. Much of the design of the survey and reporting has been to enable cross-organisation benchmarking. Please contact Sarah Devine to discuss your requirements.
Who do I contact with general enquiries?
Please contact Sarah Devine at ADHB.
Who do I contact with technical issues?
If your problem is with connectivity issues or speed of report loading, please contact your internal IT support person. For other issues you can contact the Cemplicity support team on email@example.com.
The information does not seem to display properly, e.g. I cannot see the whole report on the screen.
The reports may display better if you open the portal using Mozilla Firefox.
HealthAlliance has installed Firefox on all ADHB desktops and laptops for viewing external websites. The Mozilla Firefox icon is shown on the desktop and available from the Start menu, under Programs as Mozilla Firefox.
Once you open Firefox, paste the link https://cx.myexperience.health.nz/adhb into the navigation bar and save it as a bookmark. It will appear in Firefox as Login.
NOTE: Firefox is provided as an alternative to Internet Explorer 6 and is intended for use in accessing external facing sites only. The default browser for the Hospital's Clinical and Internal facing sites remains Internet Explorer 6. We strongly recommend that you do not use Firefox when accessing internal applications such as Concerto, Éclair, Agfa, PiMS, Leader, Rita, etc. There is a risk that these applications will not work or they may appear to work but critical information may not be displayed and no error message presented.
When are the results for the current month ready?
Results are shown by the date of the patient’s discharge. We send the survey invitation 8 to 15 days after the patient has been discharged. The patient has up to 3 weeks to complete the survey. That means it can be up to 5 weeks and 1 day from the time of discharge until the survey closes for that patient. Rating results are shown in the portal as soon as the patient completes them. Comments are moderated before they are seen in the portal and so there can be up to 2 week’s delay before they are visible. For specific dates for a particular month are available, please click here.