Experience

• Use of metrics and systems
• Sharing of metrics with stakeholders
• Feedback options for consumers and whānau

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Use of metrics and systems

Minimal | Te itinga iho (score 1)

There are no metrics or systems to gather experience in place. Nothing is reviewed. There are no actions or changes.

Consultation | Te akoako (score 2)

Few metrics and systems are in place. Review seldom happens and actionable changes are rarely made.

Involvement | Te whai wāhi (score 3)

Some metrics and systems are in place and review happens occasionally. Some actionable changes have been made.

Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)

Metrics and systems are in place, well established and regularly reviewed. As a result of monitoring these metrics, actionable changes are made with the guidance of consumers, whānau and staff. 

(Specifically relates to code of expectations section 2.2) 

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Sharing of metrics with stakeholders

Minimal | Te itinga iho (score 1)

Metrics are not shared with relevant stakeholder groups and are not accessible.

Consultation | Te akoako (score 2)

Metrics are rarely shared and are seldom accessible.

Involvement | Te whai wāhi (score 3)

Some metrics are shared and are sometimes accessible.

Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)

Metrics are regularly shared with relevant stakeholder groups in an accessible way. 

(Specifically relates to code of expectations sections 1.4, 2.2 and 2.4)

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Feedback options for consumers and whānau

Minimal | Te itinga iho (score 1)

No accessible feedback options are available to consumers and whānau.

Consultation | Te akoako (score 2)

Few accessible feedback options are available to consumers and whānau. When feedback is received, it is not acknowledged or responded to. 

Involvement | Te whai wāhi (score 3)

Some accessible feedback options are available to consumers and whānau.

Some acknowledgements of and responses to feedback are provided.

Relevant data is sometimes used to underpin health, quality and safety, including consumer experience data. 

Partnership and shared leadership | Te mahi tahi me te kaiārahitanga ngātahi (score 4)

There is evidence of a range of accessible options for consumers and whānau to provide feedback. As a means of ‘closing the loop’, all feedback is acknowledged and responded to. Feedback given leads to demonstrable change as appropriate. 

(Specifically relates to code of expectations sections 2.2 and 2.4) 

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