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About the New Brunswick Hospital Patient Care Experience Survey


1. What is the Hospital Patient Care Experience Survey?

This survey evaluates the quality of hospital care provided to New Brunswick patients. The 2019 Hospital Patient Care Experience Survey provides a unique opportunity for New Brunswick citizens to share their views and help drive improvements in hospital services.

2. What is the purpose of this survey?

Citizens should be given the opportunity to express their opinions about the hospital care they receive in New Brunswick. The purpose of this survey is to inform citizens on the quality of hospital care in New Brunswick and to help decision-makers and planners improve how they manage hospital services, and provide them with the needed benchmarks to flag gaps and highlight accomplishments.

3. Who is conducting the Hospital Patient Care Experience Survey?

The New Brunswick Health Council (NBHC) has been established as an independent organization that measures, monitors and evaluates New Brunswick’s health care system performance and population health, and engages citizens in the improvement of health service quality. The 2019 Hospital Patient Care Experience Survey is being conducted by PRA Inc., an independent research company, on behalf of the NBHC and the regional health authorities in New Brunswick.

4. Who will be selected to take part in this survey?

The survey will be completed by medical, surgical and maternity patients, 18 years of age or older with at least one overnight stay, discharged from a New Brunswick acute care hospital between December 2018 and March 2019. 5. How do patients know if they have been selected to participate in the survey? Participation is voluntary. Patients selected to participate in the mail-out survey will receive a personalized letter and a bilingual survey questionnaire from the New Brunswick Health Council (NBHC). The survey is to be completed at home and returned directly to PRA Inc. using the postage-paid return envelope provided. PRA Inc. is the research company hired to conduct the Hospital Patient Care Experience Survey on behalf of the NBHC.

6. What kind of questions will the survey ask?

In this survey, New Brunswickers will be asked about their experiences with several key dimensions of quality hospital care, such as overall satisfaction, patient safety, communication with nurses and doctors, responsiveness of staff, pain control, cleanliness of the patient’s room and bathroom, transition from hospital to home, and equity based on preferred language of service.

7. How are hospital services delivered in New Brunswick?

Hospitals in New Brunswick are grouped under two regional health authorities: the Horizon Health Network and the Vitalité Health Network. The Horizon Health Network manages and delivers hospital services in 11 acute care facilities, across a geographic region covering the Upper River Valley area, Miramichi area, Moncton area, Fredericton area and Saint John area. The Vitalité Health Network manages and delivers hospital services in 9 acute care facilities, across a geographic region covering the Beauséjour zone, Northwest zone, Restigouche zone and Acadie-Bathurst zone.

8. How will survey answers be used?

Answers to this survey will provide a strong voice for the citizens of New Brunswick, by helping to identify what is being done well and what could be better. Based on a standardized approach for all acute care hospitals in New Brunswick, the NBHC has provided baseline information on hospital quality care and will continue to monitor improvements over time.

The results of this survey will serve to enhance public accountability in health care by increasing the transparency of the quality of hospital care provided in return for the public investment. The NBHC will share feedback from patients about their recent stay in a Canadian acute care hospital with the Canadian Institute for Health Information (CIHI), according to the data requirements outlined in the CIHI data dictionary at https://www.cihi.ca/en/health-system-performance/quality-of-care-and-out.... These survey results will be used to improve hospital services and quality of care for patients and to support benchmarking across Canada.

9. What is the Canadian Institute for Health Information (CIHI)?

CIHI is an independent, not-for-profit organization that provides essential information on Canada’s health system and the health of Canadians. Since 1994, CIHI has worked with a broad range of stakeholders to create and maintain health databases and measurements and standards to produce evidence-based reports about Canadian health system performance.

10. Why is the NBHC sharing its survey data with CIHI?

New Brunswick is one of the provinces sharing data with CIHI. You can read more about it here https://www.cihi.ca/en/health-system-performance/quality-of-care-and-out.... The information is used by service providers, hospital decision-makers and funders to inform and improve patient-centered care and patient outcomes across Canada and will be published by province and by hospital. This will allow participating hospitals to gain valuable knowledge about their own care processes and to see how their hospital compares to other hospitals, both in the same jurisdiction and across the country.

11. Will my information remain private?

Survey information supplied to CIHI will only be used in compliance with CIHI’s Privacy Policy, 2010 (updated April 2014), which governs how personal health information is treated at CIHI. CIHI has a comprehensive privacy and security program and, that complies with the highest standards for safeguarding the confidentiality of health information.

12. What if a patient does not want to participate?

Participation in this survey is completely voluntary. If a citizen wants to remove their name from the survey list, they are encouraged to call the New Brunswick Health Council toll-free number: 1-877-225-2521 They will be asked to provide their full name, address and telephone number. This information is required in case there is more than one patient with the same name.

13. How is the patient’s personal information protected?

Answers to this survey will be kept strictly confidential. The New Brunswick Health Council has taken all the necessary steps to ensure that all patient information is protected and secure. This survey adheres to the privacy laws of New Brunswick under the Personal Health Information Privacy and Access Act (PHIPAA - http://www.gnb.ca/0051/acts) and the Right to Information and Protection of Privacy Act (RTIPPA - http://laws.gnb.ca/en/ShowTdm/cs/R-10.6). Survey results are always presented in aggregate form, which means that information is never released or reported in a manner that could be used in an attempt to disclose a patient’s identity.

14. Why is it important for citizens to respond to this survey?

This survey is important because New Brunswickers can play a key role in quality improvement initiatives. For each acute care hospital, the New Brunswick Health Council can measure, monitor and evaluate improvements over time. These survey results will provide the regional health authorities and the Department of Health with valuable information toward improving the health system for all New Brunswickers.

15. Will the survey results be available to the public?

Understandably, New Brunswickers want to know how hospitals in the province are faring with respect to the services they are providing. The New Brunswick Health Council (NBHC) encourages New Brunswickers to visit the NBHC website at www.nbhc.ca, where results for each hospital will be made available to citizens.