How NZ’s Largest Independent Healthcare Network Found ‘Real Gold’ in PROMs and PREMs

The impact was significant

Southern Cross Health Insurance has turned patient-reported outcomes and experiences into a powerful asset for improving care, strengthening provider relationships, and keeping members’ needs at the centre of decision-making.

As New Zealand’s largest health insurer, Southern Cross wanted a more efficient and scalable way to understand the quality of care being delivered across its provider network. Working with Cemplicity, the organisation moved from fragmented feedback collection to a secure, real-time PROMs and PREMs programme that gives clinicians, providers, and leadership clearer insight into outcomes, experiences, and opportunities for improvement.

The impact has been significant. In the first year, experience survey responses increased by 62%, with the programme growing to more than 150,000 responses and 200,000 member comments. Some surveys have sustained response rates of around 60%, creating a rich evidence base for benchmarking, best-practice sharing, and value-based conversations with providers.