Patient experience survey (PES)
The quarterly patient experience survey (PES) is the biggest health survey in New Zealand and is a great way of getting feedback from patients. Read all the need-to-know information about successfully running the survey here.
The quarterly patient experience survey (PES) is the biggest national health survey in Aotearoa New Zealand and is a great way of getting feedback from patients.
Te Tāhū Hauora conducts national patient experience surveys to regularly collect, measure and use patient experience feedback for quality improvement.
Every patient over the age of 15 years who is seen during the PES week/s, and has a valid email address (and for some, a cell phone number) recorded in the PMS, will be invited to participate.
The survey goes via the National Enrolment Service, to the group of your patients who have been seen in practice during survey week/s. This is only a snapshot and it does only catch those patients who have an appointment at your practice but it gives you valuable information, particularly around the experiences of Māori patients in relation to non-Māori patients.
This survey will go out to a cohort of your patients every three months, further details are available on the timetable.
Patient experience survey – May 2025 highlights
Our network saw strong results in the latest patient experience survey, with all regions achieving response rates above the national average. Total responses increased by 18 per cent compared to last quarter, and Māori response rates rose across all regions. In Tairāwhiti, 50 per cent of responses came from Māori, reflecting our continued progress in engaging with our communities.
Top-performing areas across the network included respectful and kind treatment, active listening, correct pronunciation of names, clear communication, and involving whānau in care decisions. These results reflect a relationship-centred model of care that supports better outcomes, stronger trust, and more culturally safe, equitable care.
Survey portals
The survey programme uses two portals to support the sector in preparing for the survey and looking at the results.
The landing page for the two portals can be found on the My Experience website. Ensure you bookmark this link in your practice management system and that your equity champion in your practice has access to this information. You will find all resources, including webinars on how to use the two portals, in the library section.
- The Q&A guide and instructional video on how to navigate the reports in the portal are very useful tools.
- If you have difficulty accessing these portals, ensure you are using Google Chrome or Microsoft Edge as your browser.
- Once you have set yourself up you can also set up other staff members to see the survey – particularly through the reporting portal.
Survey week: what to do and when
Suggested survey promotion
Can't log into the portals? Please contact
Practice Support Administrator
For more information on the patient experience survey
Clinical Governance Programme Manager