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PEP Health wins grant from Innovate UK 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.

For all enquiries please email:

Find out more about Innovate UK by visiting the Government website and