Home and community support services experience survey – have your say
We want to know about your experiences of home and community support services. Your valuable feedback will be used to help improve the quality and safety of support services.
The survey is being conducted on behalf of your home and community support service by Ipsos New Zealand (an independent research company).
Taking part is voluntary. You can choose if you want to take part and your home and community support service will not know who has responded. This survey is an opportunity to anonymously tell your service what they did well and what they could do better. Your answers will not be connected to you in any way. We value your feedback.
The survey should take about 10 to 15 minutes to complete, depending on your answers. Once you start the online questionnaire, you can return later to complete it.
Frequently asked questions
The survey is designed to find out about people’s experiences of their home and community support services. The survey covers different aspects of home and community support service experience, including: scheduling, communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will be used to help improve the quality of home and community support services in Aotearoa New Zealand.
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey on behalf of home and community support service providers. You can find out more information about Ipsos on their website.
The survey was developed as part of the Aotearoa New Zealand patient 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 service providers are invited to take part. Children aged under 15 years may be invited to take part, but we recommend that the survey be completed on their behalf 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 experience of home and community support services across Aotearoa New Zealand, which will be made publicly available on our survey results page.
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 service 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 and is used to improve services locally.
If you are invited to take part, you will get an email or text message with instructions about how to log into 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.
Email
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).
Yes, they can, but please ensure the answers given are from your point of view and not the opinion 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 on their behalf or with them to ensure they have fully understood.
If you are a parent/guardian or next-of-kin of a person over 15, please have that person complete the survey if they can, otherwise complete it on their behalf or with them to ensure they have fully understood.
Contact information was provided by your home and community support service provider for the purpose of 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 taken part or not. 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 system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos and its partners must keep to when handling contact details and survey responses. See the Ipsos website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Patient experience surveys: Privacy impact assessment report. This report addresses the impact that the survey and reporting may have on individual privacy and outlines steps to assess and minimise potential areas of risk along with compliance with the information privacy principles.
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 taken part or not. Your answers will not be connected to you in any way.
The survey does not record your name, date of birth or any other personal information that may identify you. Answers to the survey questions cannot be used to identify participants unless you choose to have someone contact you at the end of the survey.
Each survey round will be open for 3–4 weeks to give you plenty of time to share your feedback.
You can share feedback directly with your home and community support service provider.
Please email Ipsos at support@myexperience.health.nz or call the survey helpline on 0800 121 650 (9am–4pm Monday to Friday).
You can unsubscribe from future home and community support services experience surveys by:
- calling 0800 121 650
- emailing support@myexperience.health.nz
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’.
If calling or emailing, please make it clear that 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 is designed to find out about people’s experiences of their home and community support services. The survey covers different aspects of home and community support service experience, including: scheduling, communication, partnership, coordination, physical and emotional needs and cultural safety. Your feedback will be used to help improve the quality of home and community support services in Aotearoa New Zealand.
Who is carrying out the survey?
Ipsos New Zealand, an independent research company, has been contracted to carry out the survey on behalf of home and community support service providers. You can find out more information about Ipsos on their website.
The survey was developed as part of the Aotearoa New Zealand patient 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 service providers are invited to take part. Children aged under 15 years may be invited to take part, but we recommend that the survey be completed on their behalf 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 experience of home and community support services across Aotearoa New Zealand, which will be made publicly available on our survey results page.
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 service 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 and is used to improve services locally.
How do I complete the survey?
If you are invited to take part, you will get an email or text message with instructions about how to log into 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.
Email
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).
Can someone help me complete the survey?
Yes, they can, but please ensure the answers given are from your point of view and not the opinion 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 on behalf of the person receiving support?
If you are a parent/guardian of a child under 15 we recommend you complete the survey on their behalf or with them to ensure they have fully understood.
If you are a parent/guardian or next-of-kin of a person over 15, please have that person complete the survey if they can, otherwise complete it on their behalf or with them to ensure they have fully understood.
Where did you get my contact details?
Contact information was provided by your home and community support service provider for the purpose of 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 taken part or not. 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 system at the end of the survey.
Te Tāhū Hauora Health Quality & Safety Commission has strict requirements that Ipsos and its partners must keep to when handling contact details and survey responses. See the Ipsos website for more information on their privacy policy: www.ipsos.com/en-nz/privacy-data-protection.
Also see the Patient experience surveys: Privacy impact assessment report. This report addresses the impact that the survey and reporting may have on individual privacy and outlines steps to assess and minimise potential areas of risk along with compliance with the information privacy principles.
Will my answers be confidential?
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 taken part or not. Your answers will not be connected to you in any way.
The survey does not record your name, date of birth or any other personal information that may identify you. Answers to the survey questions cannot be used to identify participants unless you choose to have someone contact you at the end of the survey.
How long is the survey open for?
Each survey round will be open for 3–4 weeks to give you plenty of time to share 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 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?
You can unsubscribe from future home and community support services experience surveys by:
- calling 0800 121 650
- emailing support@myexperience.health.nz
- clicking ‘unsubscribe’ at the bottom of the email survey invitation
- replying to the survey text message with ‘unsubscribe’ or ‘stop’.
If calling or emailing, please make it clear that you want to unsubscribe from the New Zealand home and community support services experience survey.
Published: 5 Jul 2024
Modified: 5 Jul 2024
