Outcomes

Facilities and Staffing insight

The team mapped patient sentiments across service provisions and locations, enabling iWGC to identify that, in some services, lower staffing levels did not negatively impact on patient experience, whereas in others it did. This supported strategic planning to meet the needs of service users based on evidence. iWantGreatCare hypothesised that a similar approach could be taken to understand which facilities and services might be merged, reduced or increased, using a patient-centred strategy to support these critical – and controversial – decisions. ‍

Process insights

‍ iWGC identified that lack of follow-up information left patients feeling unable to manage their after care. This sentiment often accompanied positive qualitative scores and did not relate to the in-patient care standards. Analysing sentiments along the patient journey enables the board to see exactly where their efforts should be focused in order to make the biggest positive impact for patients. Contractor insights The report identified the highest percentage of negative comments related to hygiene in A&E and Outpatients: ‘blood’ and ‘vomit’ were the main flagged words. This was referred to the Trust’s cleaning contractor, who re-allocated resource without increasing the total value of the cleaning contract, ensuring that costs did not escalate unnecessarily.