Northumberland Hills Hospital (NHH) has launched a new digital survey platform to collect feedback from patients, beginning with those treated in the Emergency Department.
The new platform, Qualtrics, is being introduced as part of a phased rollout to replace the hospital’s Interim Patient and Caregiver Experience Measurement survey, which had been in use since December 2022. The new survey tool is shorter, more accessible, and aligned with provincial standards.
Patients will receive the survey either through a QR code printed on their After Visit Summary or by email, provided they have given consent to receive messages from the hospital.
“This is a positive step forward in enabling a culture of trust, belonging and compassion where everyone feels valued, heard and supported,” said Jennifer Gillard, Vice President of Patient Experience, Public Affairs and Strategic Partnerships at NHH.
The transition to Qualtrics follows recommendations by NHH’s Experience Measurement Working Group and supports the hospital’s “People First” vision. It also aligns with the Ministry of Health’s new Pay for Results (P4R) program, which links funding to patient experience data.
Feedback received will guide improvements and support ongoing work under the hospital’s Experience Framework. Other feedback channels, including the Compliments and Concerns section on NHH’s website, remain available for patients and caregivers.
As rollout continues across departments, NHH aims to strengthen its connection with patients and improve care quality across all areas of service.
(Written by: Joseph Goden)
