Patient experience elevates the voice of patients

Listening to consumer and whaanau voices is a valued function of the Patient Experience team and we talk to Suzanne and Renee from the team about their work. 

Both Renee and Suzanne are passionate about seeing the outcomes of their findings and they work closely with mana whenua, community, co-design teams and others to find solutions.

“A patient’s journey doesn’t always stop when they leave our care. Their experience, feedback, and compliments play a big part in helping to shape our services,” says Suzanne.

“Consumer feedback, lived experience, and data are key to the work of the team, and helps us address system improvements, increase consumer engagement, grow consumer insight, and create better health literacy and equitable outcomes for our patients, whaanau and community.

“It lets us know what we are doing well but also where we need to make improvements to ensure our services are safe,” says Suzanne.

Renee speaks highly of the rewarding work that she does with the Consumer Council and Patient Experience Action Group which are valuable forums to hear what our consumers have to say. 

“Thinking outside the box is something we do well here and it’s great to see the outcomes.

“We want to keep hearing from our patients, their whaanau and community – especially if they have identified a barrier to their healthcare journey or they want to be involved in our consumer groups,” says Renee.

Simply email the team at

You can find more about the code of expectations and what it means for you here.

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'Engaging patients for patient safety' and Elevating the voice of patients’ are the themes of Patient Safety Day on 17 November. The day also highlights the Code of Expectations which umbrellas this work and keeps patients and their whaanau safe.

You can find more about the code of expectations and what it means for you here.


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