We recently partnered with Gloucestershire Hospitals NHS Foundation Trust, one of the biggest trusts in England, to see how we could help the trust and its users, and further improve the Patient Experience Platform (PEP) for other users.
PEP provided an easy to use, cost effective solution that was rapidly deployed and helped to drive improvement at the trust.
Some highlights from the report include:
Complaints fell to less than 30/month in out-patients (trust target).
Positive feedback was routinely shared with staff reinforcing good behaviours and supporting engagement and retention of staff.
Staff recruitment and retention improved with staff turnover dropping to less than 12%.
Safeguarding concerns were more rapidly identified and acted upon through alerts.
You can read the full report here.
I’ve been trying to reschedule an appointment with the audiology department. I’ve made 14 phone calls, the line is always engaged. I’ve sent two emails and had no response. The missed appointment will waste a valuable slot another patient could use, and means I will have go to the hassle of being referred again through my GP wasting even more NHS resource! - Patient quote identified by the Patient Experience Platform