1. National Patient Experience Survey
Starting nationwide and in our Hospital on May 1, 2017

2. Agenda
Project introduction
Project update and status
Your role

3. National Patient Experience Survey – project introduction
What is the NPE Survey and who will be asked to participate?

4. The National Patient Experience Survey 2017
The National Patient Experience Survey is a new nationwide survey asking people for feedback about their recent stay in hospital.
The results of the survey will be used to improve the quality of hospital care.
The National Patient Experience Survey is a partnership between the Health Information and Quality Authority (HIQA), the Health Service Executive (HSE) and the Department of Health.

5. NPE Survey Scope

6. Benefits for our hospital
The key to improving the quality of healthcare services is to listen to and learn from patients’ feedback.
Survey responses will help us identify areas for improvement and examples of best practice.
Patient experience surveys can have a broad range of benefits for patients and staff alike.

7. The NPE Survey questionnaire
The NPE Survey questionnaire consists of a total of 61 questions:
58 structured questions
closed tick-box responses
3 free flow questions/written responses
e.g. positive experiences, areas for improvement
robust questionnaire tailored to the Irish healthcare context.

8. NPE Survey Distribution
2 weeks after discharge – Survey Pack
4 weeks after discharge – Reminder letter
6 weeks after discharge – Final reminder with survey pack

9. Outputs National report. Hospital Group reports.
Individual hospital reports.
NPE Survey Dashboard.
 form a strong foundation for quality improvement efforts for the first time.

10. National Patient Experience Survey – project update and status
NPE Survey Status

11. Project update and status (1)
Ethical Approval from the RCPI research ethics committee (January 2017)
Hospital information sessions x 8 (February 2017)
Privacy Impact Assessment finalised (March 2017)
NPE Survey communications workshop (March 2017)

12. Project update and status (2)
NPE Survey test phase: NPE Processes and survey tool (online and paper) (March 2017)
NPE Survey Launch with the Minister for Health on 5 April 2017
NPE Survey goes live on 1 May 2017
Publication of National and Hospital Group reports. (December 2017)

13. National Patient Experience Survey Q&As
NPE Survey in our hospital

14. How to make NPE Survey a success in our hospital
Staff engagement and support is vital
Important that patients understand the survey is underway
Ensure that patients have all the necessary information allowing them to participate in the NPE Survey

15. The launch – 05 April, Mater Hospital
Minister for Health
Press release
Social media campaign
Print and broadcast media, both national and regional

16. Tools to help you http://www.patientexperience.ie
From April 10th: Go-to-section for hospitals
list of individual hospital communications leads
template
staff FAQs
staff presentation
additional communications material (reminder posters, how to tweet guides etc)

17. 1st direct encounter with Patients
NPE Discharge pack
(envelope containing invitation and patient information leaflet)
Asking you to ensure each inpatient ward/discharge area has a plan in place to ensure distribution of NPE Survey Discharge Packs
Asking all staff involved in discharges, give patients the NPE Survey Discharge Pack on discharge from their ward/hospital from 1 May – 31 May

18. NPE Survey discharge pack: distribution system
Know what the discharge process for NPE Discharge packs will be in your ward / hospital

19. Roll-out of survey – From 01 May 2017
Traditional and social media campaigns
Promotional material in hospitals, for example:
- A4 and A3 posters (laminated)
- patient information leaflets and leaflet holders
- table-top stands for canteen tables
- napkins
- animated video about the survey
- digital signage.

20. Promotional Materials - Timelines
All materials will be distributed to hospitals from mid-April
Timelines:
24 April – display posters, leaflets, table-top stands
30 April – begin handing out napkins with meals
– start showing animated video and digital signage
31 May – stop handing out napkins with meals
1 June – take down all posters
1 June – put up posters reminding patients to respond (available on and display in relevant areas e.g. Outpatients)
27 July – remove all promotional materials, including reminder posters
– stop showing animated video/digital signage

21. How you can help on social media
Set up Facebook & Twitter accounts
Facebook: /NPE Survey
Twitter: @NPE Survey
Follow
Engage
Share

22. Facebook

23. Twitter

24. Who can I contact?
Web:
HIQA Manager, National Patient Experience Survey Programme
Tracy O’Carroll
(01)
HSE Lead, National Patient Experience Survey Programme
June Boulger

25. Thank you for supporting the NPE Survey.