Patients to Text Feedback

 

7th December 2009

Taranaki DHB is making it easier and quicker for patients and their families to give feedback - by text messages.

The DHB is trialling Texsys, a text-based customer feedback system for three months, in the hope more people will raise any issues or give positive comments about the care and service they receive.

The text messages will be directed to a secure website which will be regularly checked by Taranaki DHB customer service staff.

TDHB Customer Services Officer Maggie Malin says people who text their feedback will get confirmation it has been received. Staff can then follow up on comments personally if required. “The feedback helps us make improvements to the service we deliver, and it’s always great to be able to pass on patients’ appreciation to staff.”

She says the text system will encourage young people to send in their feedback. “At present we’re missing out on the benefits of feedback from this group, who may not wish to fill out a form or be too shy to use another method of communication.”

“Technology is moving fast and we don’t want to get left behind,” Mrs Malin says.

Adam Hutchinson, Director of Texsys, says market penetration of cell phones in New Zealand has reached 110% so text messaging is a great way to receive feedback.

"It's not just restricted to the young either, during our recent market research it was established the average age of people giving feedback through our system was 44, we even had a lovely 71-year-old lady texting her comments," Mr Hutchinson says.

Mr Hutchinson says the service provides benefits to the DHB such as real time reporting and improved efficiencies.

Txt us your feedback

1. Txt TDHB
2. Leave a space
3. Mention the department
4. Send to 4882

Texsys is a real-time customer feedback solution that creates customer engagement at the time of experience. Visit www.texsys.co.nz for more information.

For more information please call

Contact Sue Carrington
Taranaki DHB Media Advisor
Tel 021 367 789

Last updated: Monday, January 18, 2010