Primary care patient experience survey April 2016 Survey overview 1. This version of the survey does not show the logic that skips people to appropriate questions based on their answers. Not all people see all the questions. 2. Questions in blue are the main logic drivers of the survey. Respondents will only be asked about things they have indicated are applicable to them. This is represented by the flower image to the right, whereby all patients see questions about their regular GP and place of care but only see other questions (the petals/modules) if they are relevant to the patient s experience. 3. All open comment questions are optional for respondents. For any questions regarding this survey please contact the project manager, Catherine Gerard at catherine.gerard@hqsc.govt.nz Introduction Could you tell us if you are answering this survey on behalf of yourself or someone else? 1. Myself 2. Someone else (Please tell us why) GP clinic or community health clinic This section has a few questions about your GP clinic or community health clinic. Is there one GP clinic or community health clinic you usually go to? 2. No, I do not have a place that I usually go
P a g e 2 Next question only applicable to people that answer No to the previous question You are enrolled at [name of GP clinic or community health clinic]. Is there a reason you don t usually go there? Does the place you usually go to have a phone service, doctor or nurse available during evenings, nights or weekends? (Either there or another place) 2. No 3. Don't know Is there one GP or nurse you usually see? 2. No How long have you been going to your current GP or nurse clinic? 1. Less than one year 2. One to five years 3. More than five years Please answer this next section based on your experiences over the last 12 months When you ring to make an appointment how quickly do you usually get to see... Top options 1. Same day 2. Next working day 3. Within a week 4. Over a week 5. Not applicable 1. Your current GP? 2. Any other GP at the clinic you usually go to? 3. A nurse at the clinic you usually go to? Is this acceptable? 2. No (Please tell us why):
P a g e 3 How long do you usually have to wait for your consultation to begin with... Matrix (Radio Buttons) Top options 1. 5 minutes or less 2. 6 15 minutes 3. 16 30 minutes 4. More than 30 minutes 5. Not applicable 1. Your current GP? 2. Any other GP at the clinic you usually go to? 3. A nurse at the clinic you usually go to? Is this acceptable? 2. No (Please tell us why): Did the reception and admin staff treat you with respect?, always In the last 12 months was there a time when you did not visit a GP or nurse because of cost? (Please tell us why): Could you tell us why cost stopped you from seeing a GP or nurse? 1. The appointment was too expensive 2. The cost to travel was too expensive 3. I couldn't afford to take the time off work 4. Other (Please tell us): Was there ever a time when you wanted health care from a GP or nurse but you couldn t get it? (Please tell us why): When you contact your usual GP clinic about something important, do you get an answer the same day?, always
P a g e 4 4. N/A Does your GP or nurse explain things in a way that is easy to understand?, always 4. N/A Are you confident that your GP or nurse is aware of your medical history?, always 4. Don t know Have you been involved in decisions about your care and treatment as much as you wanted to be?, to some extent Does your GP or nurse... Top options, always 1.Treat you with respect? 2. Treat you with kindness and understanding? 3. Listen to what you have to say? 4. Spend enough time with you? Is there anything you would like to tell us about your experience with your GP or nurse? Overall, was your experience with your GP or nurse clinic? (Please select a number) Very poor Excellent 0 1 2 3 4 5 6 7 8 9 10
P a g e 5 Now we ask you some general questions so we know which topics to ask about later in the survey Do you take any medication regularly? This includes vitamins, painkillers, supplements and any prescribed medication. 2. No In the last 12 months... Did you have any tests such as x-rays, Yes No Don't know scans, blood tests or other tests? Have you seen any health care Yes No Don't know professionals other than a GP or nurse? Some examples are a midwife, physiotherapist, psychologist, social worker, counsellor, pharmacist, or dietitian. Have you seen a specialist doctor, Yes No Don't know other than a GP? Have you been to the emergency Yes No Don't know department at the public hospital? Have you stayed in hospital overnight? Yes No Don't know Do you have a health condition that will last more than six months? Yes No Don't know Medication The next questions are about medication, including vitamins, painkillers, supplements and any prescribed medication you have used during the last 12 months. From now on we ll refer to these as medication. Were you involved as much as you wanted to be in decisions about the best medication for you?, definitely, to some extent 4. I did not want to be involved Here are some questions about your medications prescribed or recommended by a doctor, nurse or pharmacist (outside of hospital). Top Options definitely to some extent
P a g e 6 4. N/A 1. Was the purpose of the medication properly explained to you? 2. Were the possible side effects of the medication explained in a way you could understand? 3. Were you told what could happen if you didn t take the medication, in a way you could understand? 4. Were you told what to do if you experienced side effects? Did you follow the instructions when you took the medication?, always You said that you did not always follow the instructions when you took the medication. Please tell us why. 1. Cost 2. Side effects 3. I forgot 4. I felt better 5. Other (Please tell us more): Has cost stopped you from picking up a prescription? In the last 12 months have you been given the wrong medication or wrong dose by a doctor, nurse or pharmacist (outside of hospital)? 3. Don't know Because of the wrong medication or dose, did you... Top options 2. No 1. Stop taking it? 2. Get medical advice? 3. Get medical care? 4. Get admitted to hospital?
P a g e 7 Is there anything else you d like to tell us about being given the wrong medication or dose? Is there anything you would like to tell us about your experiences with your medication? Medical tests Now a few questions about medical tests and scans you may have had in the past 12 months. This includes x-rays, scans, blood tests and other tests. Was the need for the x-ray, test or scan(s) explained in a way you could understand?, completely, to some extent 4. I did not need an explanation Were you told how you could find out the results of your x-ray, scan(s) or tests? 2. No t sure 4. I did not need an explanation Were the results of the x-ray, test or scan(s) explained in a way you could understand?, completely, to some extent 4. Not sure 5. I was told I would get the results at a later date 6. I was never told the results of the tests Is there anything you would like to tell us about your experiences with x-rays, scan(s) or tests? Other health care professionals Now a few questions about health care professionals (other than a doctor or nurse) you may have seen or talked to. Some examples are midwife, physiotherapist, psychologist, social worker, counsellor, pharmacist, and dietitian.
P a g e 8 Was there a time when test results or information was not available at the time of your appointment with the health care professional? 3. Don't know 4. N/A Were you given conflicting information by different doctors or health care professionals, e.g. one would you tell you one thing and then another would tell you something different? 3. Yes, always How quickly do you usually get to see a health care professional? 1. Less than a week 2. 1 4 weeks 3. 1 3 months 4. Longer Has cost stopped you from seeing a health care professional? Could you tell us why cost stopped you from seeing a health care professional? 1. The appointment was too expensive 2. The cost to travel was too expensive 3. I couldn't afford to take the time off work 4. Other (Please specify): Is there anything you would like to tell us about your experiences with health care professionals (other than a doctor or nurse)? Specialist doctors (other than GP) Now a few questions about specialist doctors (other than GPs) that you may have seen in the past 12 months. When you were referred to a specialist did you have any difficulties getting an appointment?
P a g e 9 Any comments? In general, how long did you wait from the time you were first told you needed an appointment to the time you went to the specialist doctor? 1. Less than a week 2. 1 4 weeks 3. 1 3 months 4. Longer Any comments? Has cost stopped you from seeing a specialist doctor? Could you tell us why cost stopped you from seeing a specialist doctor? 1. The appointment was too expensive 2. The cost to travel was too expensive 3. I couldn't afford to take the time off work 4. Other (please tell us): When you received care or treatment from specialist doctors, did they do the following? Top options, always 4. N/A 1. Ask what is important to you? 2. Tell you about treatment choices in ways you could understand? 3. Involve you in decisions about your care or treatment as much as you wanted to be? Any comments? Do the specialist doctors know your medical history and the reason for your visit?
P a g e 10, fully aware, aware in part 4. Don't know Has a doctor ordered a test (e.g. blood test, x-ray, etc) that you felt you didn t need because the test had already been done? 3. Don't know 4. N/A Does your current GP or nurse seem informed and up-to-date about the care you get from specialist doctors?, always 4. Don't know 5. N/A Is there anything you would like us to know about how well your GP and specialist doctors are working together? Emergency departments The next questions are about accessing health care from a public hospital emergency department. The last time you went to the public hospital emergency department, why did you go there? 1. It was clearly an emergency 2. I was told to go to the emergency department by a health care professional 3. I can t afford to go anywhere else 4. Other (Please tell us why): Is there anything you would like us to know about how well your GP and the emergency department are working together?
P a g e 11 Hospital stays The next questions are about your most recent stay in hospital. Could you please tell us which hospital you received care from? Single selection (dropdown menu) Dropdown list of hospitals. Did the hospital arrange follow-up care with a doctor or other health care professional? 2. No 3. N/A 4. Don't know Did your current GP seem informed and up-to-date about the plan for follow-up? 2. No 3. N/A 4. Don't know Did you have to go back to hospital or get emergency care because of complications within a month after being discharged from hospital? Is there anything you would like to tell us about your experience of your GP and the hospital working together? Long-term conditions The next questions are about health conditions that are expected to last 6 months or more. These are referred to as 'long-term' conditions. How long ago were you first diagnosed for the condition(s)? Top options 1. Less than 6 months ago 2. 6 12 months ago 3. 1 2 years ago 4. 2 5 years ago 5. 5 10 years ago 6. Over 10 years ago
P a g e 12 7. Don't know 8. N/A 1. Anxiety 2. Arthritis 3. Asthma 4. Cancer 5. Chronic obstructive pulmonary disease (COPD) 6. Depression 7. Diabetes 8. Heart disease 9. High blood pressure 10. Long-term pain 11. Other mental health conditions 12. Stroke 13. Other Which other long-term condition(s) have you been diagnosed with? Please answer each of the following questions using the column headings as a guide. Top options, always 4. N/A 1. Were you given information you could understand about things you should do to improve your health? 2. Did you get help to make a treatment or care plan for your long-term condition that would work in your daily life? 3. After a treatment or care plan was made were you contacted to see how things were going? Is there anything you would like to tell us about your experience being treated for a long-term condition? We have just a few quick questions about you to help us better understand your answers Are you... 1. Female 2. Male 3. Gender diverse
P a g e 13 Please tell us the year of your birth. Single selection (dropdown menu) Which ethnic group or groups do you belong to? 1. New Zealand European 2. Māori 3. Samoan 4. Cook Island Māori 5. Tongan 6. Niuean 7. Chinese 8. Indian 9. Other (such as Dutch, Japanese, Tokelauan) or Prefer not to answer You selected 'other' as an option for your ethnic group. Which of these ethnic groups do you belong to? 1. Other European 2. Tokelauan 3. Fijian 4. Other Pacific Peoples 5. Southeast Asian 6. Other Asian 7. Middle Eastern 8. Latin American / Hispanic 9. African (or cultural group of African origin) 10. Other ethnicity 11. Don't know 12. Prefer not to answer In which language(s) could you have a conversation about a lot of everyday things? 1. English 2. Māori 3. Samoan 4. New Zealand Sign Language 5. Other language(s), eg, Gujarati, Cantonese, Greek (Please tell us): 6. Would rather not say Did you need an interpreter to communicate with a health care professional?, I had an interpreter 3. Yes, I used a family member as an interpreter 4. Yes, but I did not have an interpreter
P a g e 14 Any comments? Did the interpreter help you clearly communicate with the health care professional? to some extent Any comments? Was cultural support available when you needed it?, always 4. I did not need cultural support Contact request Would you like someone to contact you to discuss your feedback in this survey? This means you will no longer be anonymous. thanks, I would like someone from my current GP clinic to contact me to discuss my feedback or health experience Please phone your GP clinic as usual for any medical matters that require a consultation. Are you happy for the person contacting you to see a copy of your survey response? This means that your response will no longer be anonymous., I am happy for them to see a copy of my survey response 2. No, I do not want them to see my survey response I would like it to remain anonymous Please tell us your contact details. Vertical text box list 1. Your name: 2. Email address: 3. Phone number during the daytime: Please provide some information on what you would like to talk to us about. We can then ensure the right person contacts you.
P a g e 15 Survey copy request Would you like to be emailed a copy of your survey response? Please note that as this survey is anonymous, if you do not request a copy of your survey response now and you have not requested contact from us, we will be unable to obtain a copy for you in future. thanks, please email a copy of my survey response to [text box] Thank you for your time and feedback. You have now finished this survey. We have recorded all your answers so you can now close this window. Thanks again, [Practice Signatory]