Happy new year everyone. Te Pou offices are now open for 2021. 

Happy new year everyone. Te Pou offices are now open for 2021. 

Mārama Real-Time Feedback

A consumer survey capturing real-time opinions on mental health services.







Mārama Real-Time Feedback (RTF) is a consumer satisfaction survey for tāngata whai ora and whānau to find out about their experience of the services they receive in the district health board (DHB) and non-government organisation (NGO) mental health and addiction sector.

The Ministry of Health strongly encourages services to utilise this survey. While the use of the Mārama RTF survey is currently voluntary, using the survey will give participating services:

  • access to valuable information on tāngata whai ora and whānau perspectives
  • a way of improving the quality of services
  • a way of engaging tāngata whai ora and whanau in mental health and addiction services
  • a method of benchmarking services based on their response to tāngata whai ora and whānau.

Key agencies involved

The Health and Disability Commissioner (HDC) is the current leader of this project. They oversee the project and provide governance.

Te Pou provides day-to-day practical leadership.

CBG Health Research is contracted by HDC to provide the metrics for the project using the Mārama RTF site. They provide both custom analytics if requested by the user and a site where users can create their own reports.

Mārama RTF questions

The Mārama RTF survey is a tablet-based, Likert scale questionnaire that asks the following questions (available in several languages):

Q1 Relationship/Partnerships.  I feel respected

Q2 Communication/Information. I am involved in decision making

Q3 Continuity of Care/Coordination. The people I see communicate with each other when I need them to (Don’t know option)

Q4 Family Involvement.  My family/whānau are given information and encouraged to be involved (N/A option)

Q5 Recovery and Support.  I have the support I need for the future

Q6 Recovery and Support. Our plan is reviewed regularly

Q7 Friends and Family.  I would recommend this service to friends and family if they needed similar care or treatment

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?

Demographics: Age group / Gender / Ethnicity

Services have the option to add two questions of their own to this list.


To participate in Mārama RTF services, DHBs and NGOs need to purchase a licence. The licence will give them the use of the Mārama RTF survey software, access to a number of portals to collect the data and the ability to participate in the reference group and Loomio discussion forum.


Comprehensive aggregated metrics for both DHBs and NGOs can be accessed through the Mārama RTF site once a licence has been purchased. Once services have a licence every organisation is able to compare themselves to the national totals.

Here you can see the tracking graphs for all seven questions.



Note, during the COVID-19 lockdown services have been unable to collect real-time feedback data therefore the graphs do not include data for this period.


Training in using Mārama RTF can be accessed through the Loomio forum.

More information

For more information about Mārama RTF or to see FAQs, visit the Mārama RTF website: http://hdcrtf.co.nz/