Insync, an accredited RACGP patient experience survey provider, is conducting a national research project to assess the patient experience of telehealth services in medical practices.
North Western Melbourne Primary Health Network (NWMPHN) has reviewed the proposed survey, study objectives and desired outcomes of Insync’s patient experience telehealth pilot. We fully endorse the project and encourage your participation.
As a supporting PHN, we will gain access to de-identified quantitative data for our region via Insync’s secure portal. This will enable us to further analyse the response data and better support the telehealth needs of general practices, patients, and other key stakeholders in our area.
Patients will have the opportunity to:
- provide feedback about their interactions with your practice, your clinicians and the telehealth process and technology
- describe what went well and what needs improvement to inform improvement efforts for future telehealth services.
General practices will have the opportunity to:
- access their quantitative patient experience data and verbatim comments online in real time via Insync’s secure Australian portal (data provided as an aggregate, unable to identify individual responses unless the patient has consented)
- access to a comparative national patient experience database specific to medical practice telehealth services
- conduct further analyses of their patient data online with drill down capability across multiple variables (for example: age range, gender, type of telehealth visit)
- access Insync and Press Ganey improvement resources to optimise telehealth service efficiency, patient experience and outcomes
- include patient feedback from the telehealth pilot study as supportive evidence towards their accreditation.
Supporting PHNs will have the opportunity to:
- access quantitative patient experience response data from de-identified medical practices in your area (does not include patient comments, unable to identify individual responses)
- access a comparative national patient experience database specific to the medical practice telehealth services
- conduct further analyses of de-identified qualitative response data online with drill down capability across multiple variables (for example: age range, gender, type of telehealth visit)
- support post-survey improvement efforts for all key telehealth stakeholders in their area.
Insync will have the opportunity to:
- assess the Press Ganey medical practice telehealth instrument in an Australian context
- build a national patient experience database specific to medical practice telehealth services
- produce a paper outlining the findings of the study and the psychometric testing of the instrument in an Australian context
- support post-survey improvement efforts for all key telehealth stakeholders across Australia.
What does it cost?
This project is a significant undertaking. Insync is dedicating considerable resources towards data collection, analysis, psychometric testing, benchmark generation and reporting. To cover administrative costs for setting up survey links and QR codes unique to each participating practice, Insync is asking for a nominal contribution of $250 (ex. GST) per practice, regardless of how many patients are surveyed.
As NWMPHN is supporting this project, participating general practices will automatically receive a 50 per cent discount of $125 (ex. GST) when they register. Participating practices will be asked to nominate their PHN on registration, which will trigger the application of the discount.
Further details about Insync and the proposed study are outlined in the participant information pack (.pdf), which includes a link for practices to register to participate.
Once registered, Insync will provide a study protocol containing:
- the project rationale and timeline
- instructions outlining how to administer the online survey
- sample templates to invite telehealth patients to provide their feedback.
How to register
Please register to participate via Insync’s website by Thursday, 30 June 2022 by clicking here.
For additional information, please email Insync at firstname.lastname@example.org
We look forward to your practice’s participation in this important project and supporting your ongoing efforts to improve the patient experience of telehealth services.