Home and community support services experience survey – have your say
We would like to hear about your experiences of home and community support services. Your valuable feedback will help improve the quality of these support services.
The survey is being conducted on behalf of your home and community support service by Ipsos New Zealand (an independent research company), in partnership with Te Tāhū Hauora Health Quality & Safety Commission.
Taking part is voluntary and anonymous. You can choose if you want to take part. Your home and community support service will not know who has taken part or not. Your answers will not be connected to you in any way. We value your feedback.
The survey should take 10 to 15 minutes to complete, depending on your answers. Once you start the online questionnaire, you can return later to finish it.
If you have any questions about the survey or you need help completing it, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
You can also see our frequently asked questions below.
Home and community support services experience survey - information sheets
Frequently asked questions
The survey aims to find out about people’s experiences of their home and community support services. The survey covers different parts of the home and community support service experience. This includes scheduling, communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will help improve the quality of home and community support services across Aotearoa New Zealand.
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey for home and community support service providers. You can find out more information about Ipsos New Zealand on their website.
The survey was developed as part of the national experience survey programme run by Te Tāhū Hauora Health Quality & Safety Commission.
Once a year, a selection of people receiving home and community support services from participating providers are invited to take part in the survey. Children aged under 15 years may be invited to take part, but we recommend the survey be completed for them by a parent or guardian.
The survey gives you a voice, which the service providers that support you can hear in a direct way. This is your opportunity to tell your home and community support service what they are doing well and what they could do better.
All survey responses will be combined to produce reports for home and community support service providers to tell them about the experiences of the people they provide support to.
Te Tāhū Hauora Health Quality & Safety Commission will produce reports on people’s experiences of home and community support services across Aotearoa New Zealand. These will be made publicly available on https://www.hqsc.govt.nz/our-data/patient-reported-measures/patient-experience/survey-results/.
The survey will help home and community support service providers understand how well they are meeting people’s needs and how they can improve the services they are providing to you, your whānau and your community. The information gathered at local, regional and national levels reflects people’s experiences across the country. This gives Te Tāhū Hauora Health Quality & Safety Commission and service funders information to help improve the quality of home and community support services at a national level.
If you are invited to take part, you will get an email or text message with instructions on how to log in to the survey, along with a link and login code or case ID. If you use Spark, Skinny, Vodafone or 2degrees mobile networks, you will not be charged for data while you complete the survey.
1. Click on the green ‘Start the survey’ button in the email. This is a direct link and will automatically enter your login code for you.
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your login code. You can find your login code in the email, above the green ‘Start the survey’ button. For example: ‘Your login code is ABC123’.
Text message
1. Click on the URL link in the text message, for example: myexperience.health.nz/v2/s/ABC123
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your case ID number. You can find your case ID number at the end of the URL in the text message, for example: myexperience.health.nz/Survey/v2/s/ABC123.
If you have technical issues with the survey, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Some people may also receive a letter inviting them to complete a paper copy.
Yes, someone can help you do the survey, but please make sure the answers given are from your point of view and not those of the person helping you. It is important for us to hear your story.
You can also call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
If you are a parent/guardian of a child under 15 we recommend you complete the survey either for or with them, to make sure they have fully understood the questions.
If you represent a person over 15, please have them complete the survey if they can, otherwise complete it for or with them, to make sure they have fully understood the questions.
Contact information was provided by your home and community support service provider for this survey only. Your contact information will be deleted once the survey closes.
This survey is voluntary and anonymous. You can choose if you want to take part and your home and community support service provider will not know if you have responded. Your answers will not be connected to you in any way.
All information is stored on an encrypted New Zealand server, and protocols are in place to maintain a high standard of security throughout the survey. All personally identifiable contact information will be permanently deleted from the Ipsos New Zealand system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos New Zealand and its partners must meet when handling contact details and survey responses. See the Ipsos New Zealand website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Home and community support services experience survey: Privacy impact assessment report. This report addresses the impact that the survey may have on individual privacy, and outlines steps taken to assess and minimise potential areas of risk along with compliance with the information privacy principles. Home and community support services experience survey: Privacy impact assessment report (PDF)
Yes.
Taking part is voluntary and anonymous. You can choose if you want to take part. Your home and community support service will not know who has taken part or not. You can choose not to answer questions. Your answers will not be connected to you in any way.
The survey does not ask for your name, date of birth or any other personal information that may identify you. The contact information used to send you the survey invitation is deleted at the end of the survey round. Answers to the survey questions cannot be used to identify people, unless you ask to have someone contact you at the end of the survey and give them permission to see your responses.
Each survey round will be open for 3–4 weeks, to give you time to send your feedback.
You can share feedback directly with your home and community support service provider.
Please email Ipsos New Zealand at support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
We recommend people do not opt out permanently from receiving survey invitations because they may wish to take part in a future survey. However, you can unsubscribe from future home and community support services experience surveys by:
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’
- calling 0800 121 650
- emailing support@myexperience.health.nz .
If calling or emailing, please make it clear you want to unsubscribe from the New Zealand home and community support services experience survey.
What is the home and community support services experience survey?
The survey aims to find out about people’s experiences of their home and community support services. The survey covers different parts of the home and community support service experience. This includes scheduling, communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will help improve the quality of home and community support services across Aotearoa New Zealand.
Who is carrying out the survey?
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey for home and community support service providers. You can find out more information about Ipsos New Zealand on their website.
The survey was developed as part of the national experience survey programme run by Te Tāhū Hauora Health Quality & Safety Commission.
Who receives a survey?
Once a year, a selection of people receiving home and community support services from participating providers are invited to take part in the survey. Children aged under 15 years may be invited to take part, but we recommend the survey be completed for them by a parent or guardian.
Why should I complete the survey?
The survey gives you a voice, which the service providers that support you can hear in a direct way. This is your opportunity to tell your home and community support service what they are doing well and what they could do better.
What will you do with my answers?
All survey responses will be combined to produce reports for home and community support service providers to tell them about the experiences of the people they provide support to.
Te Tāhū Hauora Health Quality & Safety Commission will produce reports on people’s experiences of home and community support services across Aotearoa New Zealand. These will be made publicly available on https://www.hqsc.govt.nz/our-data/patient-reported-measures/patient-experience/survey-results/.
What is the information used for?
The survey will help home and community support service providers understand how well they are meeting people’s needs and how they can improve the services they are providing to you, your whānau and your community. The information gathered at local, regional and national levels reflects people’s experiences across the country. This gives Te Tāhū Hauora Health Quality & Safety Commission and service funders information to help improve the quality of home and community support services at a national level.
How do I complete the survey?
If you are invited to take part, you will get an email or text message with instructions on how to log in to the survey, along with a link and login code or case ID. If you use Spark, Skinny, Vodafone or 2degrees mobile networks, you will not be charged for data while you complete the survey.
1. Click on the green ‘Start the survey’ button in the email. This is a direct link and will automatically enter your login code for you.
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your login code. You can find your login code in the email, above the green ‘Start the survey’ button. For example: ‘Your login code is ABC123’.
Text message
1. Click on the URL link in the text message, for example: myexperience.health.nz/v2/s/ABC123
OR
2. Visit the survey site directly at myexperience.health.nz/Survey/v2 and enter your case ID number. You can find your case ID number at the end of the URL in the text message, for example: myexperience.health.nz/Survey/v2/s/ABC123.
If you have technical issues with the survey, please email support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Some people may also receive a letter inviting them to complete a paper copy.
Can someone help me complete the survey?
Yes, someone can help you do the survey, but please make sure the answers given are from your point of view and not those of the person helping you. It is important for us to hear your story.
You can also call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
Can I complete the survey for the person receiving support?
If you are a parent/guardian of a child under 15 we recommend you complete the survey either for or with them, to make sure they have fully understood the questions.
If you represent a person over 15, please have them complete the survey if they can, otherwise complete it for or with them, to make sure they have fully understood the questions.
Where did you get my contact details?
Contact information was provided by your home and community support service provider for this survey only. Your contact information will be deleted once the survey closes.
How is my information being protected?
This survey is voluntary and anonymous. You can choose if you want to take part and your home and community support service provider will not know if you have responded. Your answers will not be connected to you in any way.
All information is stored on an encrypted New Zealand server, and protocols are in place to maintain a high standard of security throughout the survey. All personally identifiable contact information will be permanently deleted from the Ipsos New Zealand system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos New Zealand and its partners must meet when handling contact details and survey responses. See the Ipsos New Zealand website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Home and community support services experience survey: Privacy impact assessment report. This report addresses the impact that the survey may have on individual privacy, and outlines steps taken to assess and minimise potential areas of risk along with compliance with the information privacy principles. Home and community support services experience survey: Privacy impact assessment report (PDF)
Will my answers be confidential?
Yes.
Taking part is voluntary and anonymous. You can choose if you want to take part. Your home and community support service will not know who has taken part or not. You can choose not to answer questions. Your answers will not be connected to you in any way.
The survey does not ask for your name, date of birth or any other personal information that may identify you. The contact information used to send you the survey invitation is deleted at the end of the survey round. Answers to the survey questions cannot be used to identify people, unless you ask to have someone contact you at the end of the survey and give them permission to see your responses.
How long is the survey open for?
Each survey round will be open for 3–4 weeks, to give you time to send your feedback.
The survey has closed; how can I give feedback?
You can share feedback directly with your home and community support service provider.
What if I am having trouble accessing the survey?
Please email Ipsos New Zealand at support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
How do I opt out of the survey?
We recommend people do not opt out permanently from receiving survey invitations because they may wish to take part in a future survey. However, you can unsubscribe from future home and community support services experience surveys by:
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’
- calling 0800 121 650
- emailing support@myexperience.health.nz .
If calling or emailing, please make it clear you want to unsubscribe from the New Zealand home and community support services experience survey.
Published: 5 Jul 2024
Modified: 18 Sep 2024
