22nd February 2021

Patient positivity about NHS hospital services suffered a sharp drop during the autumn, and satisfaction with access is now well below pre-pandemic levels, according to analysis exclusively shared with HSJ.


To view the insights and details of our initial national report  https://www.pephealth.ai/sign-up

17th November 2020

PEP Health has won an NHS contract to provide real-time patient feedback for rare and less common cancers

PEP Health has been awarded an NHS England and NHS Improvement contract to evaluate patient feedback on rare and less common cancers to improve patient experience and outcomes.

As part of the NHS’s continued drive for quality improvement, this new contract will support a range of NHS providers who diagnose and treat people with rare and less common cancers in England with a baseline of patient experience, as well as trends and insights to learn from, derived from the PEP Health platform. Patient experience will then be reviewed again by our platform after six months to identify where quality improvements have been made and areas where further work is needed.

Understanding patient experience can be a challenge for the NHS due to the difficulties in collecting robust feedback and the time it takes to gather insights from the data before changes can be implemented. The PEP Health platform addresses these issues by utilising channels where patients are already providing a wealth of patient experience feedback and harnessing this data to drive action in real-time.

Our platform comprehensively and cost effectively collates and categorises patient experience insights from over 1 million comments per month, including digital sources such as publicly available social media posts and online forums, as well as traditional sources like the Friends and Family Test and providing a more complete picture of patients’ views on the health services they encounter in real-time.

This radical approach offers providers, commissioners and regulators a new opportunity to recognise and learn from outstanding areas of care, whilst also rapidly identifying any safety concerns and areas for improvement or evaluation.

To provide its insights, the platform uses advanced machine learning algorithms custom built for the healthcare sector and sophisticated natural language processing, to accurately categorise comments based on the three areas of care quality: safety, effectiveness and patient experience. Only comments posted publicly are analysed ensuring privacy is maintained throughout.

Dr Mark Lomax, CEO of PEP Health, said:

“Cancer services were identified as a priority in the NHS Long Term Plan and so we’re pleased to be supporting the NHS’s quality improvement work in this area. In addition, the focus of the contract on rare and less common cancer treatment really demonstrates how refined our platform can be. Regular monitoring and reviewing of patient experience using our platform tends to see significant improvements in patient experience and we look forward to working with the NHS to address inequalities and drive improvements in the quality of care for these patients.”


Claire Marshall, Experience of Care Lead – Acute Care, NHS England and NHS Improvement said:

“We’re delighted to partner with PEP Health in this innovative project to test whether using social media analysis in this way can demonstrate additional insights into improvement work at a selection of trusts in the Rare and Less Common Cancers Improvement Collaborative.” 

If you’re interested in the PEP Health platform or would like to benefit from a more complete picture of patients’ views on the health services they encounter, please contact enquires@pephealth.ai


21st October 2020












We can now say we are an award-winning start-up! Thank you to all the judges in the HTN Awards last night. Delighted to win the user-led Innovation and Experience category for our work in better understanding patients’ experiences.

Without the awesome support of NHS Innovation AcceleratorInnovate UK and NLC - The European Healthtech Venture Builder and many others none of this would be possible.


Well done to all the winners & finalists!


23rd October 2020












Today we're delighted to be featured in the HSJ.



Showcasing some of our insights and capability around listening to patients at scale across the nations' hospitals and understanding what patients really think.

More detail and insights to follow in our national report due to be published very soon.


Pre-register for your copy www.pephealth.ai


17th September 2020


The HTN Awards 2020, celebrate great technology, partnerships, teams and innovations making a difference across health and care. PEP Health is delighted to be a finalist in Best Health Tech Start-Up of the Year and Best User-Led Innovation and Experience. The winners will be announced in late October.

CEO, Dr Mark Lomax, said, “We’re all delighted! It’s fabulous recognition for the awesome and innovative work being done by the whole team. As we prepare to launch our State of The Nation report patient experience across England next month it’s great to achieve such an accolade.”

Good luck to all the finalists!

PEP Health is delighted to have been nominated as finalists in 2 categories in the 2020 Health Tech News awards ​

1st June 2020

PEP Health delighted to receive significant Innovate UK Award to scale expansion plans

Innovative Patient Experience Platform expands to support the operational response throughout COVID-19 outbreak and beyond by better understanding the users’ voice.

PEP Health is delighted to announce that it has been awarded over £700,000 from Innovate UK to further expand its Patient Experience Platform and to prepare for international expansion. The award was following a pan-industry competition seeking to identify the best early-stage technologies in the UK.

PEP Health offers a radical new approach to collating the views of patients on the health services, they have received, then, using advanced machine learning, quantifies and benchmarks patient experience in all hospitals across the UK.

It offers a large scale, systematic and real-time approach to measuring patient experience, never before available despite calls for such a tool since the Mid Staffs scandal.

To listen to and understand what the experience has been of healthcare has never been more important given the additional demands on the service from Covid-19. PEP can help those who deliver healthcare services to spot issues and support improvements.

Specifically, PEP Health automates and accelerates the understanding of patients’ experience:

  • Collects, listens to and understands what patients say about their care from across social media and online review platforms to create an empowered patient voice.

  • Aggregates the millions of patient comments to each provider and creates a real-time score that is an accurate predictor of CQC inspection rating.

  • Themes comments into various quality domains and by department so that insights fully explain a provider’s strengths and weakness.

  • All hospitals across the UK have their comments automatically collected since 2017 generating a range of benchmarking insights as well as quantifying variation in care from the point of view of the patients, their families and carers.

  • Identifies many patient-safety issues that patients experience.

  • Produces real-world reporting of what patients really think about their care

The funding was provided through the Government’s innovation agency, Innovate UK, part of UK Research and Innovation. The Innovate UK funding will help fast-track the completion and expansion of a fully automated solution and will spring-board PEP Health to international expansion, including the US.

Dr Mark Lomax, CEO of PEP Health, said:
“We are excited and thrilled to receive this award and would like to extend our thanks to Innovate UK for seeing and supporting the potential of PEP Health.”
“At PEP Health, we are dedicated to be transforming healthcare through empowering all patients to have a voice and presenting these views in real-time. We are confident that PEP Health will be of real assistance in supporting the operational recovery of healthcare services including those such as cancer during Covid-19 and thereafter helping to transform services for all.”


About PEP Health:

PEP Health is the trading name of Statica Research Ltd. It is an Anglo-Dutch collaboration to transform how patient experience is tracked and measured. It can provide reports and insights to hospitals, insurers, commissioners, national bodies and consultancies about the quality of care experienced. It was selected to be part of the NHS Innovation Accelerator in 2020. For more information visit www.pephealth.ai


About Innovate UK:
Innovate UK drives productivity and economic growth by supporting businesses to develop and realise the potential of new ideas. It funds businesses and research collaborations to accelerate innovation and drive business development into R&D.
UK Research and Innovation is a new organisation that brings together the UK Research Councils, Innovate UK and Research England into a single organisation to create the best environment for research and innovation to flourish. The vision is to ensure the UK maintains its world-leading position in research and innovation. For more information visit www.ukri.org.


For all enquiries please email: enquiries@pephealth.ai

27th March 2020

How can patient voice help us fight COVID-19?

The role of the community in battling the unprecedented current health crisis is vital. With more than 500,000 citizen volunteers signing up to support the NHS during this unprecedented time of need, the role of the public in is clear.


In fact, we have known for some time that the collective wisdom of public; friends, family and patients can inform and educate the healthcare system about the delivery of quality care, in a contemporaneous and insightful way. Alongside more traditional measures of quality, such as surveys, the patient voice can help us understand how care is being delivered at the frontline during the crisis, where pressure is greatest, patient feedback can identify cases of COVID-19, flagging spikes of activity as they occur, and also flagging potential issues to support the operational response currently underway. For example, the patient voice could identify regions where access to critical services is most needed, or bottlenecks in treatments and help inform the re-allocation of necessary human and material resources.


At PEP Health we are working tirelessly to scale and deploy our solution for the NHS. We can offer near real-time insights by hospital, region or nationally of what patients are reporting. At this time, the patient voice can help us as a nation is several ways:


· Learning from what patients are reporting

· Identifying which locations are struggling the most to meet patients’ needs

· Tracking sudden changes and variation across services

· Quickly identify where patients are struggling to access healthcare services the most

· Remotely track other essential services such as maternity and cancer services.


Once we flatten the curve the patient voice can help us return services back to normal by informing the prioritisation of services, benchmarking, and assisting in tracking the journey of services back to BAU. 


Our vision is to transform healthcare services but today we can help in the battle against COVID-19. Collaboration to fight COVID-19 is essential. If you wish to get real-time direct patient feedback, collaborate, or even combine datasets to inform the broader fight against COVID-19 we would like to hear from you. 

5th March 2020

Patient Experience Platform (PEP) selected to join the NHS Innovation Accelerator

PEP has been announced as one of 11 innovations selected to join the award-winning NHS Innovation Accelerator (NIA) in 2020.


At a launch event chaired by Professor Stephen Powis, National Medical Director for NHS England and NHS Improvement, the 2020 cohort of Fellows presented their innovations to key stakeholders, including Tony Young, National Clinical Lead for Innovation of NHS England and NHS Improvement, and Nigel Edwards, Chief Executive of the Nuffield Trust, both of whom also spoke at the event.

The innovations joining the NIA this year offer solutions supporting priority areas for England’s NHS as laid out in the NHS Long Term Plan. Their recruitment follows an international call and rigorous selection process, including review by over 100 clinical, patient and commercial assessors, an informal review by the National Institute for Health and Care Excellence (NICE), interviews, and due diligence.


The Patient Experience Platform (PEP) provides real-time feedback about what patients are experiencing across the UK and beyond. Uniquely, PEP automatically collects publicly-available data from a variety of social media & online platforms then processes the data through PEP’s algorithms to identify what is relevant, categorises it and scores the sentiment. The data, too plentiful to be economically reviewed manually, is presented in an interactive dashboard allowing users to gather actionable insights for hospitals, commissioners and regulators. Users can quickly identify and rectify areas of concern, and recognise and reward excellence.


The announcement marks the fifth year of the NIA, which is an NHS England initiative delivered in partnership with England’s 15 Academic Health Science Networks (AHSNs), hosted at UCLPartners. Since 2015, it has supported the uptake and spread of 62 evidence-based innovations across more than 2,210 NHS sites.


Professor Stephen Powis, National Medical Director for NHS England and NHS Improvement, said:


“The NHS Long Term Plan puts the latest technology and innovation at the heart of people’s care and the future of our health service.


“Right across the NHS patients are benefitting from world-beating innovations, spread as part of this programme, and now even more patients will be supported by new tools.”


Piers Ricketts, Chair of the AHSN Network, said:


“The NHS Innovation Accelerator is one of the flagship programmes of the AHSN Network. NIA Fellows have made a huge contribution to our health and care system since we started the programme five years ago, and we are proud to have supported these remarkable individuals on their development journey. It is gratifying to see their high-impact innovations gaining traction and visibility through our accelerator programme, and we are delighted that several NIA innovations have now had national impact in the NHS.


We look forward to working with the new NIA Fellows to help them scale and deploy their innovations across the country for the benefit of patients and the NHS.”


Dr Mark Lomax, CEO of PEP Health, said:


“We’re delighted to have been chosen from a large and excellent field of applicants - it is a testament both to the power of PEP and the importance our health service is rightly placing on patient experience. Better data is essential to improve health services and we look forward to scaling PEP in conjunction with our NHS Partners and the patients they serve.”




The NHS Innovation Accelerator (NIA) is an award-winning NHS England initiative delivered in partnership with England’s 15 Academic Health Science Networks (AHSNs), hosted at UCLPartners. It supports delivery of the NHS Long Term Plan priorities by accelerating uptake of high impact innovations for patient, population and NHS staff benefit, and providing practical insights on spread to inform national strategy.


Since it launched in July 2015, the NIA has supported 60 Fellows representing 62 innovations. Over 2,210 additional NHS sites are now using NIA innovations, £134.8m external funding has been raised, 468 jobs created, 113 awards won, and 45 NIA innovations are selling internationally.


For more information about the NIA, visit www.nhsaccelerator.com

14th February 2020

We're now PEP Health!

As we've continued to hone our product offering, it has become clear that it makes sense to change our name to better reflect the company.

Our previous @staticaresearch.com email addresses and URL will remain valid for a while, and be redirected to us @PEPHealth.com to ensure a smooth transition.

23rd December 2019

White Paper written with our partners at Gloucestershire Hospitals NHS Foundation Trust

We recently partnered with Gloucestershire Hospitals NHS Trust to see how we could help the Trust and its users, and further improve the Patient Experience Platform (PEP) for other users.

7th October 2019

Evidencing the 'Wisdom of Patients' phenomenon

In 2018, the BMJ Quality & Safety Journal published a study by Dr Alex Griffiths and Dr Meghan Leaver, PEP Health's two co-founders, demonstrating the effectiveness of online feedback in identifying providers' quality of care, and PEP's ability to predict the outcome of inspections by England's independent regulator of health and social - the Care Quality Commission.

29th August 2019

The challenges of relying on quantitative performance measures

In 2017, the BMJ Quality & Safety Journal published a study by Dr Alex Griffiths and his colleagues at King's College London showing that the "Intelligent Monitoring" system used by the Care Quality Commission - the independent regulator for health and social care in England - did not work. 


Despite the system monitoring over 100 quantitative indicators, including mortality rates, waiting times, and staffing levels, the system was unable to identify high-risk hospitals.


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