1. Insight and Feedback
Open House Session
Tuesday 17 June 2014

2. Our vision for insight & feedback
“Our ambition is for the NHS to become a world class
customer service. Above all this means always listening
to what our patients & service users tell us.
By routinely gathering people’s comments, feedback,
complaints & suggestions, we can construct a rich
database of information & evidence that will enable us to
commission the services people want. This is what we
mean by insight”
Transforming participation in health & care Sept 2013

3. NHS England Business Plan
• A deeper understanding of how users of NHS services view aspects of
the care they receive is essential to make services better
• National staff and patient surveys facilitate the benchmarking of
services, and are particularly valuable in helping improve the
experience of groups who may be socially disadvantaged
• The Friends & Family Test will enable staff and patient feedback to be
gathered in a more responsive and granular way, allowing care
providers to make rapid improvements in patient experience at local
level
• We will use modern techniques such as social and digital media to
supplement other forms of insight, so that we hear views from all
sections of society and understand what people are saying about the
health services they want to receive”

4. What does insight mean?
• Using qualitative and quantitative
data to inform what we do
• Using whatever data sources we
have - not just surveys but a
whole range of market and social
research techniques
• Always asking the question, what
don’t we know?
• As much an art as science
“The most important single
change in the NHS in response
to this report would be for it to
become, more than ever before,
a system devoted to continual
learning and improvement of
patient care, top to bottom and
end to end”
A promise to learn – a
commitment to act
The Berwick Report

5. Insight &
Feedback
Less descriptive
LessgeneralisableMoregeneralisable
More descriptive
In depth interviews
Experience Based Co-Design
Focus groups
& patient forums
NHS Trusts
CCGs
Healthwatch
Patient organisations
Surveys
GP Patient Survey
Bereaved Voices
Cancer Patient Experience Survey
NHS Staff Survey
PROMs
Online reviews
& ratings
NHS Choices
Patient Opinion
IWantGreatCare
Care Connect
Patient stories
HealthTalkOnline
Patient Voices
Feedback tools
(kiosks, SMS, apps)
Examples include:
Hospedia
Synapta
Feedback apps
Social media
listening
Salesforce
Polecat
Healthberry
Public
Meetings
NHS Trusts
CCGs
Matrix of insight methods from Measuring patient experience: evidence scan Health Foundation, June 2013
Friends & Family Test
Complaints

7. Impact
• 2.5 million responses to date
• Increasing examples of ‘You said,
we did’
• Introduction of ‘Quiet Protocol’ to
help patients sleep well at night
• Fitting of shelves in patient toilets
for patients to leave their
belongings
• Introduction of medication cards
for patients who are not on the
ward during a drugs round
• Positive impact on staff morale

8. Next steps
• Roll out of Friends and Family Test
– December 2014 : GPs, mental health and community
services
– March 2015 : dental, outpatients, day cases,
ambulance services
• Awareness raising with patients and public
• Review of surveys
• Development of an insight strategy
– Ensuring that feedback data is used to drive
improvement