Cancer Vanguard Partners Appoint iWantGreatCare to provide innovative patient feedback system

iWGC to create UK's largest patient feedback system to measure the experience of cancer patients


14 June 2017 Oxford:
Two leading NHS cancer programmes at the forefront of working collaboratively to deliver world class cancer care have appointed iWantGreatCare (iWGC) to create the UK’s largest ever patient feedback system for measuring in real time the experience and outcomes of cancer patients across their pathways. The Patient Feedback System will ensure that patients are at the heart of service delivery by empowering them to give direct, publicly available feedback.
The Cancer Vanguard was established in 2015 to create new models of cancer care, inspiring and informing care across the rest of the health and care system. The contract announced today was signed between iWGC and two of the three partners making up the Cancer Vanguard: RM Partners, covering North West and South West London and Greater Manchester Cancer Vanguard Innovation, covering Greater Manchester and Eastern Cheshire.

The new contract builds on the iWGC platform, where patients provide reviews on aspects of treatment including hospitals, GP surgeries, clinics, staff, and medicines. The platform already includes over 4 million patient reviews, 10,000 active clinicians and 3,000 clinical locations.

Getting the patient perspective

The Patient Feedback Survey will gather patient experience and outcomes data at multiple contact points, including acute trusts, community services, hospices and palliative care services. Patients, carers and family members will be able to give feedback online or in person. Reviews will be published on iWGC’s website and websites of the organisations, increasing transparency for patients and delivering actionable insights for healthcare providers to continuously improve the care, quality and safety of patient experiences and outcomes.

Analysis of qualitative and quantitative patient feedback will provide a completely new perspective on the patient experience, helping RM Partners and Greater Manchester Cancer Vanguard Innovation to continuously improve their service. Gathering data across 45 NHS organisations in both London and Manchester will also give a detailed picture of how patient experience varies across different providers.

Sarah Rushbrooke, Lead for Patient and Family Leadership and Engagement of RM Partners said:

“The iWantGreatCare contract is part of an exciting new approach to patient and family leadership, to ensure patients are at the heart of service delivery. Most importantly, it will make sure that our work is driven by the outcomes that matter to cancer patients and their families. Our aim is to put patient experience on a par with clinical effectiveness.”

Adrian Hackney, Director of Commissioning at Greater Manchester Cancer Vanguard Innovation said:

"We put the patient at the centre of what we do, listening to them at every step of the way. Gathering this data may allow us to see the service through the patients' eyes, gathering a wealth of insights on an entirely new scale. Ultimately, these insights can help us develop more effective ways of working which can be rolled out across the National Health Service."

Dr Neil Bacon, Founder and CEO of iWantGreatCare said:

"iWantGreatCare is delighted to be working closely with so many prestigious organisations in the Cancer Vanguard, providing them with real-time, continuous experience and outcomes metrics to ensure true understanding of the impact on their patients' lives of the new model of cancer care. Ensuring that every patient can "rate and review" all stages of their diagnosis and care will give new insight across whole care pathways within individual organisations and down to the level of the individual clinician."