Two clinicians standing in hospital hallway looking at tablet screen.

The eHealth NSW Customer Survey returns in 2022

14 October 2022

eHealth NSW is launching two opportunities to provide and evaluate feedback. The eHealth NSW Customer Survey will target specific NSW Health partners and stakeholders to provide feedback on their engagement with eHealth NSW as a digital service provider; this survey launched in October 2022. The eHealth NSW Customer Survey will be open to all NSW Health staff to give feedback on their ICT experience, launching in 2023.

In 2019, Health staff across the state provided their feedback using ICT systems and services through the survey.

Close to 10,500 survey responses were shared, providing valuable insight into what was working well and what could be better.

Fast forward to 2022, tremendous change has occurred, with the pandemic forcing us to fast-track digital health solutions and digital ways of working. During this time, we have remained committed to deliver continuous improvements including:

  • Improving delivery of patient centred care through new solutions such as the myVirtualCare platform, installing patient overbed cameras, developing Engage Outpatients to improve patient experience with clearer communication, better visibility and more accountability
  • Greater collaboration in the design of ICT solutions including standardising user involvement in discovery, design and build phases and using personas to bring to life user needs. This effort also includes Human Centred Design and Patient Safety specialists working on programs and establishing continuous improvement design working groups; a new upcoming NSW Health Prototyping Centre will support further testing of new health solutions
  • Easier to use services and solutions including increased integration between systems to save users time such as eTOC to support transfer of medications between eRIC and eMR, adding vaccination records to eMR and HealtheNet, advanced care planning via the eMR, expanded use of iPads across the state for virtual care, patient, and clinical use
  • Better ICT support including improving form design and access to knowledge through the SARA portal, introducing a SARA virtual assistant, support teams increasing hours of operation to improve resolution times, implementing surveys to capture SARA and SWSD feedback to improve customer service
  • Improved ICT training including diversified learning delivery for statewide implementations such as virtual training, on the ground support, live coaching support; offering more useful training materials including Quick Reference Guides, eLearnings, Release Notes, Videos and Frequently Asked Questions for initiatives

With continued change across health and technology, the voice of our users is important so we can focus on delivering reliable, easy to use and safe digital services and solutions.

For more information on the eHealth NSW customer survey please contact us here.

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