SPECIAL STUDIES AND ANALYSIS
PROFESSIONAL, ADMINISTRATIVE AND MANAGEMENT SUPPORT SERVICES
1.5 Scope of work and deliverables
The successful bidder will be required to:
1.5.1 Conduct a bilingual paper based confidential survey, with patients recently discharged from an acute care hospital in the province of New Brunswick. The survey will be mailed to the patient's residential address.
For package specifications and mailing quantities and see Appendices A and B.
1.5.1.1 Ensure that the care experience survey is delivered and communicated in both official
languages
1.5.1.2 Include a mitigation plan to address any mail delivery disruption.
1.5.1.3 Implement a control system to remove patients who do not want to be further contacted about the survey. The NBHC will provide a list to the firm before each wave of patients to be removed.
1.5.2 Convert the questionnaire (created by NBHC in Excel) into a "mailable" paper format. Please note that the 2026 questionnaire will be like the 2023 version, but it could contain a few changes.
1.5.2.1 There should be no cost for the development of the questionnaire since it will be supplied by the NBHC.
1.5.2.2 There should be no cost to the NBHC by the successful bidder for the usage of the
questionnaire.
1.5.2.3 Bidders may view previous questionnaires on the NBHC website at
https://nbhc.ca/surveys/hospital-acute-care-survey and navigate to prior edition
pages.
1.5.3 Prepare an online version of the survey and capture responses from citizens who prefer to complete an online version.
1.5.3.1 For estimation purposes, approximately 5% of respondents opt to complete the survey online.
1.5.3.2 A unique PIN must be created for each citizen.
1.5.3.3 Provide test links to the NBHC for the purpose of validating the online questionnaire.
1.5.3.4 Have an established Quality Control (QC) program including defect tracking methodology. Demonstrate how QC will be performed prior to the NBHC validating (user acceptance) the online version.
1.5.3.5 The online version must meet Web Content Accessibility Guidelines (WCAG) standards.
1.5.4 A tracking method will have to be developed to link the survey responses to baseline demographic information.
1.5.5 Provide weekly updates to monitor the results at the hospital level, as well as zone level.
1.5.6 Promotional material will be developed by the NBHC, such as posters and handbills. The successful firm must coordinate the printing and mail-out of posters and handbills to each hospital's representative. For specifications and mailing quantities see Appendix B.
1.5.7 Provide the following data elements to the NBHC:
1.5.7.1 The ability to de-identify and code data.
1.5.7.2 Survey results must be weighted by hospital, and the following variables must be used: age group, gender, and type of service (medical, surgical, maternity). The smallest hospitals will not be weighted.
1.5.7.3 The final survey response data set in Excel and SPSS; data sets with preliminary responses should be available upon request.
1.5.7.4 Banner tables presenting aggregate responses for each individual quantitative survey question, including composite scores. There will be 3 different versions:
1.5.7.4.1 Banner #1: English unweighted with all responses, including categories such as "I don't know", "Not applicable" and "Missing",
1.5.7.4.2 Banner #2: English unweighted with only valid responses, therefore removing respondents who answered, "I don't know", "Not applicable", and "Missing",
1.5.7.4.3 Banner #3: English weighted with only valid responses, therefore removing respondents who answered, "I don't know", "Not applicable", and "Missing",
1.5.7.5 In addition to overall NB results, banner tables must also present responses by regional health authority (RHA), by health zone (including Zone 1 Vitalit and Zone 1 Horizon), by hospital, and by demographics such as age group, gender, education level, preferred language of service, Indigenous identity, income, disability, and immigrant.
1.5.8 Provide aggregate responses to qualitative survey questions in the form of a categorization of verbatims, applicable to the banner tables and final data set.
1.5.9 Produce a technical document detailing the methodology, data preparation and analysis applied, see Appendix C for document outline.
1.5.9.1 The outline of the document is to be agreed upon by the bidder and the NBHC.
1.5.9.2 The report shall be provided in a Word format
This is a tender notice only. In order to submit a bid, you must obtain official tender documents from the New Brunswick Opportunities Network, another authorized tendering service or as indicated in the tender notice.
