The Project

‍Following a 2015 Care Quality Commission (CQC) inspection that found NHFT to be requiring improvement, senior managers launched a trust wide project to transform the culture and service delivery, ensuring that services were co-designed with patients, according to what matters to patients. NHFT wanted to ensure that compassionate, patient centred care was central to quality improvement and chose iWantGreatCare’s independent and trusted platform to help them do this. iWGC’s continuous real-time patient insight solution was embedded throughout the trust at ward, service and board level.

This enabled patients to report on the quality of their care experience at every stage of their journey through NHFT.

A dedicated senior project lead ensured engagement with the project, supported by dedicated iWGC account managers.

The Results

Within three years, NHFT went from ‘requires improvement’ to ‘outstanding’ in their CQC report, winning the Health Services Journal (HSJ’s) Trust of the Year in 2018. Over 100,000 patient insights so far have helped shape service improvements including changes to prison contracts, value-based recruitment and night staffing. Since embedding iWGC Patient Experience Management there has been a 7% reduction in staff sickness and a 37% reduction in complaints. Staff consistently report increased morale and patients describe a far better way to raise concerns and give feedback. NHFT evidences how, through a consistent and unyielding focus on “what matters to patients”; by empowering every patient to review their care at every stage; by driving a culture of transparency - and therefore being directly accountable to their patients, NHFT are delivering world class, compassionate, patient centred care in the NHS.