We are delighted to be ending 2020 as award finalists. Our ‘Voice of the Patient’ collaboration with Sunderland GP Alliance has been recognised as an innovative approach for evaluating services through patient experience. We have been selected as finalists for the Health Service Journal (HSJ) Partnership Awards 2021 in the category of ‘Best Consultancy Partnership with the NHS’.
What was this project?
The Sunderland GP Alliance, based in the North East of England and providing NHS services to the population of Sunderland, wanted to assess the value of providing an extended access service (EAS) in primary care.
What did we do?
We combined our scientific understanding, advanced research methodologies and leading-edge technology with the clinical, operational and IT specialists at Sunderland GP Alliance.
What was the answer?
Working closely together in a true partnership, we co-created an innovative solution for engaging with patients. This was a simple, specific solution utilizing leading edge technology to enable real-time patient feedback at the point of care. An interactive dashboard allows the data to be interrogated in real-time.
What difference has ‘Voice of the Patient’ made?
Increased understanding of patients using the service, real-time feedback leading to improvements being made, generated evidence to show what patients would have done had the service not been available and potential impact on other healthcare provision, such as ‘would have gone to A&E’.
Since the ‘Voice of the Patient’ initiative began in September 2018, nearly 19,000 patients have provided feedback. England’s Care Quality Commission (CQC) has rated this initiative Outstanding and it consistently gets a world-class Net Promoter Score (NPS) of ~90, a measure of customer experience.
Get in touch if you would like to hear more; contact Andrew Sellick by email firstname.lastname@example.org or call +44 (0)7768 237402.