Patient Survey's FAQs

Patient survey FAQs

As New Zealand’s largest health insurer Southern Cross would like to understand more about your experience of treatment funded under your Southern Cross policy, as well as the impact your treatment has had on your overall health and wellbeing. By telling us about your experience and the impact of your treatment on your quality of life, you’re giving us insight into what’s working well and what could be improved. 

As part of this we may choose to share your anonymised survey results with healthcare providers and facilities, and/or publish them in the future to allow comparison of experiences and reported outcomes.
 
The survey questions were developed by EuroQol (based in Holland) and The University of Oxford and are internationally validated. These questions are used all around the world, including within organisations such as the NHS (the UK’s National Health Service).
We collect information about your experience of treatment and the impact your treatment has had on your quality of life. You’ll be asked multi-choice questions about your experience with your healthcare provider and the facility, and to provide any comments. Please ensure that you do not include any identifiable information about yourself in your comments to ensure that your feedback remains anonymous
No, this survey captures patient reported outcome and patient experience information only.
We’ll use the anonymised survey responses to help us understand members’ experiences of treatment by specific providers and facilities and how the treatment impacts their quality of life. As part of this we may choose to share the anonymised survey results with healthcare providers and facilities, and/or publish them in the future to allow comparison of experiences and reported outcomes.
Any Southern Cross member who has received prior approval for a selected treatment and has an email address registered on their policy will be sent a survey. Participation is entirely voluntary and it will not affect your Southern Cross policy in any way.

Only the member who underwent the treatment should complete the survey and it is their date of birth that must be entered to commence the survey (YYYY-MM-DD). If the member is under 18 years old, you may complete the survey on their behalf but the member’s date of birth must still be entered.

Where the member who had the treatment does not have an email address listed with us, we will send the survey to the policyholder. If you’ve received a survey for someone on your policy, please forward the survey on to them to complete.
 
Depending on the type of treatment you have, you may be asked to participate in a one, two, or three-part survey. 

If you are participating in a one-part survey, you will receive this three months after your treatment.

If you are participating in a two-part survey, you will receive the first part after you obtain prior approval and must complete this before your treatment. The second part will be sent three months after your treatment. 

If you are participating in a three-part survey, you will receive the first part after you obtain prior approval and must complete this before your treatment. The second part will be sent three months after your treatment, and the third part six months after your treatment.
This survey is only sent via email and must be completed online. 
The survey will take about 5 - 10 minutes to complete depending on the treatment you had.
Yes. If you exit the survey before it is finished, your completed responses up to that point will be saved. When you return to the survey via the link in your email (after re-entering your date of birth) you’ll be able to pick up where you left off.

The survey is open and can be completed for one month from after you receive it. If your treatment takes place within that month, the survey will close the day before your treatment. A reminder email will be sent 14 days after the first email if you have not completed it.

 

 

 

No. In order to keep the responses anonymous these surveys can only be completed online. 
Where the member who had the treatment does not have an email address listed with us, we send the survey to the policyholder. If you’ve received a survey for someone on your policy, please forward the survey on to them to complete.
Only the member who underwent the treatment should complete the survey and it is their date of birth that must be entered to commence the survey (YYYY-MM-DD). If the member is under 18 years old, you may complete the survey on their behalf but the member’s date of birth must still be entered. 

Where the member who had the treatment does not have an email address listed with us, we send the survey to the policyholder. If you’ve received a survey for someone on your policy, please forward the survey on to them to complete.
We are conducting this survey through a third party (Cemplicity) to ensure your responses remain anonymous. Cemplicity has undertaken an independent data security assessment to ensure that your personal data is handled securely and according to our privacy statement

Once you’ve completed the survey, Cemplicity will remove any information linking you to your survey response and provide us with anonymised information only. Southern Cross has no way of connecting any survey answer to the individual who gave that response – unless the individual identifies themselves in a free text comment. It is your responsibility to ensure that you keep your comments free of identifying details such as (but not limited to) your name or treatment date.
 
No. You may be asked to complete a survey by your hospital, either during your discharge process or once you are back at home. This is unrelated to the survey that we (Southern Cross Health Society) have emailed you.
  • I didn’t visit the surgeon/facility you have identified in the survey?
  • My treatment date has been changed?
  • The survey does not recognise my date of birth? 
We have collected the information about you for this survey from a recent prior approval or claim on your policy. If any of the information is incorrect please contact us at patientexperiencesurvey@southerncross.co.nz