Case Study: Voice of the Patient
The client, a healthcare provider for the UK National Health Service (NHS), wanted evidence that the service they were providing was improving patient care and demonstrating good value for money to the commissioning organisation, the local Clinical Commissioning Group (CCG).
Patient experience feedback was being collected through paper-based questionnaires. Data collection and analysis was time-consuming and the number of completed surveys was not representative of the patient population.
We designed, planned and executed a simple 5-minute online survey. Data were collected using small tablets in each of the primary care health centres. An interactive dashboard displayed the data to the client in near real-time. The solution deployed allowed remote management of the survey to facilitate changes to the survey, software updates and system maintenence.
We supported the client through every stage from questionnaire design, implementation, data collection and data visualisation.
The client consistently gets 1,000 completed surveys from patients every month. The interactive dashboard allows these response to be analysed at any time allowing efficient reporting of key metrics both internally and to the CCG.
Survey responses have allowed improvements in patient care and demonstrates the value of the service to the CCG.
In addition, the service now consistently gets a world-class Net Promoter Score (NPS) of ~90.
In February 2020, this project was rated as Outstanding by England’s Care Quality Commission
We saw one area of outstanding practice:
The provider was committed to empowering people who used the service to have a voice. They had devised a software solution to collect patient feedback and this was beginning to shape the way services were delivered. In particular, women’s services such as cervical smears were being piloted as a result of the feedback received.
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