Northumberland Hills Hospital patient experience surveys shifting to new platform, beginning with the hospital’s Emergency Department
Northumberland Hills Hospital (NHH) has begun its transition to a new provincial patient experience measurement program using an online survey platform, Qualtrics.
The new survey platform replaces NHH’s Interim Patient and Caregiver Experience Measurement survey, the temporary experience measurement tool unique to NHH and introduced in December 2022.
The Qualtrics surveys are short, electronic and specific to the area in which patients last received care. To enhance survey participation, the new Qualtrics survey is available to patients in two ways:
- through a QR code provided directly on patients’ After Visit Summary and
- via email, with reminders, to patients who have consented to receiving email from NHH for this purpose
On the recommendation of NHH’s Experience Measurement Working Group—an interdisciplinary working group made up of staff and leadership from Patient Experience, Performance and Analytics, Health Records, PFAC and clinical programs—the new surveys will be rolled out in phases, by program area, starting with the Emergency Department, which was launched this week.
This transition is in step with NHH’s own Experience Framework and its eight strategic lenses—one of which is “Policy and Measurement”—and it is also aligned with provincial direction regarding experience measurement and related requirements with regard to funding, specifically, new Ministry of Health Pay for Results (P4R) program requirements.
“NHH’s shared purpose of People First drives the hospital’s commitment to provide the best human experience,” said Jennifer Gillard, Vice President, Patient Experience, Public Affairs and Strategic Partnerships. “In combination with experience measures for staff, physicians, midwives, and volunteers, the new patient experience measurement program is a positive step forward in enabling a culture of trust, belonging and compassion where everyone feels valued, heard and supported.”
Feedback will continue to be received through all our other channels (see the Compliments and Concerns section of NHH’s website for details).