How Mercy Hospital Dunedin Harnesses Feedback for Continuous Improvement
Exceptional care that makes a difference.
Mercy Hospital Dunedin has strengthened its culture of listening and improvement by turning patient feedback into clearer insight, faster action, and more informed decision-making across the organisation.
As a not-for-profit elective hospital serving Otago and Southland, Mercy uses Cemplicity to make patient voice more visible and easier to act on — from daily feedback reviews to quality and risk reporting. With dashboards, built-in guidance, and VOICE supporting faster thematic analysis, teams can identify trends, share patient stories, and translate feedback into practical improvements.
That insight has helped inform work across medication safety, communication, patient forms, staff education, and risk reduction.
Mercy’s approach shows how patient feedback can move beyond measurement to become a powerful driver of safer care, continuous improvement, and organisation-wide learning.
“Qualitative feedback we gathered informed the redesign of our take-home medication forms.”
– Angela Dewhirst, Quality Manager at Mercy Dunedin Hospital
