Case Study: New Zealand District Health Board achieves real-time patient experience insights and NPS consistently above 75 with InMoment

How Patient Experience Intelligence Transformed a New Zealand District Health Board

InMoment partnered with a leading New Zealand District Health Board (DHB) that lacked a comprehensive patient listening program. Patient feedback was fragmented across departments, making it difficult to drive clinical decisions, demonstrate ROI to taxpayers, or improve patient experience at scale while maintaining security for sensitive health data.

InMoment delivered a consolidated, data-driven PX platform that combined PROMs, PREMs, clinical metrics and health economics, expanded feedback channels (email, iPad), and applied NLP and real-time analytics to surface actionable insights and reduce paper burden. The DHB now has organization-wide visibility, NPS scores consistently above 75, measurable improvements in ward performance and accreditation, dozens of services ready for electronic surveys, and a foundation to link patient and employee experience and inform population-level planning.