We are delighted to be starting 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) IT and Digital Innovation Awards 2020.
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, 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, over 17,000 patients have provided feedback and 1,000 patients a month continue to do so. England’s Care Quality Commission (CQC) has rated this initiative Outstanding in its recent inspection 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.