New Zealand


  • Service: Advisory, Business Performance Services, Strategy and Performance
  • Type: Press release
  • Date: 19/04/2013

Media contact

Brett Cammell

External Communications

+64 9 367 5977

+64 21 335 740

Improving health services with consumer experience indicators 

Media release -  19 April 2013


KPMG and the Health Quality and Safety Commission have teamed up to develop consumer experience indicators that can be used to help change and improve the health service in New Zealand.

Consumer experience is a good indicator of the quality of health services. There is growing evidence that better experiences, developing partnerships with consumers, and patient and family-centred care are linked to improved health, better clinical outcomes, lower costs and greater satisfaction outcomes.

KPMG has been appointed to support the development of consumer experience indicators. The 12-week project will run to the end of June, and KPMG has begun by assessing how DHBs currently collect information about consumer experience.

The aim of the work is to finalise measures of consumer experience that can be used:

  • as part of the national health quality and safety indicator set
  • to measure patient experience locally, and by the Ministry of Health to uphold local accountability
  • by DHBs to make improvements in individual services.


The project will involve a high level of consultation, engagement and collaboration with stakeholders, and will develop a process that stakeholders - starting with DHBs - can replicate and implement.

KPMG is proud to be assisting the Commission with a project that will help enhance the well-being of all New Zealanders.

For further information contact Mike Bazett, Director - Business Performance Services, on 04 816 4801





For more information, contact:

Brett Cammell

External Communications Manager

+64 9 367 5977

+64 21 335 740



About KPMG New Zealand


KPMG is one of New Zealand’s leading professional services firms; specialising in Advisory, Audit and Tax services. Our firm of over 800 professionals works with a wide range of New Zealand enterprises – from SMEs, privately owned businesses, to publicly-listed companies, government organisations, and not-for-profit bodies.


KPMG has offices in Auckland, Wellington, Hamilton, Tauranga, and Christchurch. Globally, KPMG operates in 156 countries; employing over 152,000 people in member firms around the world.


The independent member firms of the KPMG network are affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. Each KPMG firm is a legally distinct and separate entity and describes itself as such.


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