Patient experience surveys are vital in the twenty-first century: let's put some myths to rest.

ABSTRACT

Patient-reported data derived from surveys places patient feedback at the heart of quality improvement and health system responsiveness. Such surveys are not without critics, however, who contend that there are better ways to collect feedback. Criticisms assert that response rates are too low and measures are not robust, valid or reliable, that patient experience surveys are neither valid nor reliable for Maori and Pacific peoples and that such surveys do not contribute to improved outcomes for patients. We debunk these myths in the context of the Te Tahu Hauora Health Quality & Safety Commission (Te Tahu Hauora) patient experience survey programme. We explain the centrality of a strong consumer and whanau voice in a twenty-first century health system, and that listening to and acting on this voice-including use of patient-reported data-is now a statutory requirement for health entities under the Pae Ora (Healthy Futures) Act 2022. We describe the different surveys in the programme and explain the differences between patient satisfaction and patient experience. We address sample size and response rates, including representativeness in the surveys of Maori and Pacific peoples' experience. We look at how survey data can be used for quality improvement and to guide us toward providing equitable, culturally safe care. We assert that, contrary to criticisms, the programme delivers valid, reliable, relevant, systematic and practical patient experience surveys and resulting data, with guides for improvement, and that we are both legally and ethically bound to listen to and use these results to improve the healthcare we deliver.