Consumer voice

Pinnacle has formed a consumer panel of over 1,700 patients who regularly share their views and experiences with us via online surveys every other month. The survey is 'quick fire' with a maximum of three questions which makes it easy for consumers to complete.

Many of our practices also have real-time feedback through systems such as a 'happy or not' terminals in waiting rooms, or post-visit follow up via a text message sent from the patient management system. This is a virtual alternative - in line with virtual service delivery.

In addition, Pinnacle practices help their patients to take part in the Health Quality Safety Commission primary care patient experience survey which provides information about what patients’ experience in primary care is like and how their overall care is managed between their general practice and other parts of the health system. This national survey takes place every three months. 

We hold focus groups to dig deeper into the core elements of care and service delivery from a patient perspective. Focus groups are often used to target specific issues such as working with a particular patient population or health condition. 

Focus groups allow us to gain in-depth information about patients experiences and feelings. More complicated or sensitive topics can be properly explored within a safe setting with an experienced facilitator.

Recent focus groups with Māori Kaumātua on our Year of Care process identified the need to make improvements in how whānau and carers are involved in all aspects of communication and care.

A patient participation group is a small group of volunteer patients and staff from a general practice who meet reguarly.

The overall purpose is to develop a positive relationship between patients, the general practice, and the community it serves; ensuring the general practice remains responsive to all its patient’s needs.

Our aim is to have a patient participation group active in as many Pinnacle practices as possible, particularly in our Health Care Home sites.

For more information see our news story on how Health Te Aroha’s patient participation group operates and the benefits flowing from the group in the files and links section below.