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Real-time feedback helps improve service

Real-time feedback is a survey that asks service users and their family/whanau about our mental health and addictions services.

There are nine questions asTablet_15072015_205king people to rate their experience so we can understand what we are doing well or what changes are needed if things aren’t working well.

Questions vary from how an individual feels they are respected or involved in their treatment, through to whether they would recommend the service.

Since first introduced the survey has collected close to 400 results; 83 per cent of those surveys were completed by services users and 17 per cent by family/whanau and support people, with users finding the online tablet survey easy to use.

The feedback collected will be used to inform quality improvement.

Below is some free text comments received to date:

  • “Keep up the great work, these services are great”
  • “I am generally pleased with the support I have received and I have improved as a person”
  • “Find staff very supportive and helpful, there whenever I need support”
  • “Awesome, helpful life changing for the better”
  • “Very good experience this time, feel understood”
  • “The girls on the desk are lovely”
  • “I appreciate that there is a Maori support person and I hope to see more cultural diversity in mental health service so that this is accessible for all NZ citizens. Especially minorities and marginalised people”
  • “You have helped and brought happiness into people lives, thank you for your
    kindness and respect”
  • “I am happy with the service and I feel safe when in hospital”
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