Palliative Care Benchmarking in New Zealand

by Rachael Crombie

In 2008 hospices across New Zealand identified benchmarking as a critical area in terms of the future development of services. Following an intensive research phase by Hospice NZ, Quality Performance Systems (QPS Benchmarking) was identified as the business to partner with for this project. QPS and Hospice NZ - in conjunction with its members - then researched and designed a range of key performance indicators that demonstrate the quality, care and support provided to those with a life limiting illness and their families.

In 2010, hospices across NZ began a nine month pilot with QPS Benchmarking to validate key performance indicators and data collection tools.

Mary Schumacher, CEO Hospice NZ, reports that initial pilot results already show how valuable this tool will be in developing and planning quality services and improving parity/equity of palliative care services. QPS Benchmarking systems and tools mean that hospices will also have an increased ability to meet stakeholder requirements and requirements set in the national specialist palliative care service specifications.

Another first for hospices is the development of a national standard measure of satisfaction. QPS Benchmarking has worked with HNZ and its members to design questionnaires that capture issues of importance to patients and their families/whānau accessing hospice care across New Zealand. Research is currently being undertaken to test the acceptability and usability of these tools. The introduction of these national satisfaction measures will enable hospices to benchmark the quality of care they provide against each other as well as ensure they are appropriately meeting patient and family needs.

Kevin Nielsen, Hospice Taranaki, has been involved in the development of pilot and talks about his experience of using the QPS Benchmarking tool. "The main focus after just the first quarter of reporting has been around clarifying interpretations to ensure that data is reported consistently. Because there were inconsistencies in the first quarter, only to be expected, it will take at least another 1 or 2 quarters before we iron out all inconsistencies. However enough has been shown in the initial report to confirm that the benchmarking programme will become a valuable management tool for hospices to use both internally and externally."

Mary reports that HNZ looks forward to continuing to work with QPS Benchmarking on the palliative care program on behalf of its members. "The high quality data set produced by QPS will be invaluable to inform research and to inform decision making at a local and national level."