Mārama Real-Time Feedback
Consumer satisfaction survey
Mārama Real-Time Feedback (Mārama RTF) is a consumer survey for tāngata whai ora and whānau to share their experiences of the mental health and addiction services they receive.
The use of Mārama RTF gives participating services:
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access to valuable information on tāngata whai ora and whānau perspectives
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a way of improving the quality of services
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a way of engaging tāngata whai ora and whanau in mental health and addiction services.
Mārama RTF questions are available for use by all services to support them to provide ways for tāngata whai ora and whānau to share their voices and contribute to ongoing improvements in the way health services are designed and delivered.
Mārama RTF questions
The Mārama RTF survey is a Likert scale questionnaire that asks the following questions (available in several languages):
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Q1 Relationship/Partnerships
I feel respected
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Q2 Communication/Information
I am involved in decision making
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Q3 Continuity of Care/Coordination
The people I see communicate with each other when I need them to (Don’t know option)
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Q4 Family Involvement
My family/whānau are given information and encouraged to be involved (N/A option)
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Q5 Recovery and Support
I have the support I need for the future
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Q6 Recovery and Support
Our plan is reviewed regularly
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Q7 Friends and Family
I would recommend this service to friends and family if they needed similar care or treatment
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Q8 Free Text
Is there anything you want to say about your recent experience with the service or anything you think we can improve on?
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Demographics
Age group / Gender / Ethnicity
National report cards
National report cards highlight the tāngata whai ora and whānau feedback gathered through Mārama RTF over a six-month period.
Due to changes in the funding structure for Mārama RTF, national level data is not available from 1 April 2023.
The Mārama RTF name
Originally, Mārama Real-Time Feedback was just called Real-Time Feedback. In 2015, Mārama was added to the name by CBG Health Research (now Reach Aotearoa) with input from the reference group and cultural advisors.
The name Mārama was chosen because of the layers of meaning it carries:
- to make clear
- to have wisdom
- to provide clarity or truth
- to be transparent.
More information
Mārama RTF was developed in 2016 by CBG Health Research as part of a one-year pilot funded by the Health and Disability Commissioner (HDC). Mental health services, including District Health Boards (DHBs), a primary care practice and several youth non-government organisations (NGOs), participated in the pilot. The pilot’s success saw Mārama RTF rolled out and used by multiple DHBs and NGOs.
Between 2017 and 2023, Mārama RTF provided services with a national mechanism for collecting tāngata whai ora and whānau experience data to support monitoring and the continual improvement of Aotearoa New Zealand’s mental health and addiction services.
Due to changes in the structure of the health system, Mārama RTF was discontinued at a national level on 31 March 2023.
From 1 April 2023, the Mārama RTF survey questions remain available for use by all health services. Reach Aotearoa is able to provide technical assistance to services through the Alchemer survey tool to continue their service level experience data collection and analytics if required in line with sector priorities set out in Te Pae Tata Interim New Zealand Health Plan 2022.
Please contact Reach Aotearoa for more information about Mārama RTF.
