Patient experience management

Patient experience
management for the NHS

Real-time monitoring of patient experiences enables understanding of patient pathways and the design of patient-centred solutions that not only improve health outcomes but also support staff wellbeing and development.

For NHS Trusts, working with iWGC has been proven to deliver:

High volumes of feedback

Tangible, actionable, patient-centred insights

Improved staff wellbeing and morale

Higher ratings, fewer complaints

Improved CQC ratings

What patient experience means and why it matters

The patient experience encompasses the entire process of accessing and receiving care for patients and their loved ones. A positive patient experience consists

Access

Action

Aftercare

For this process to flow smoothly, it also needs to be underpinned by joined-up technology and communication systems. By working in partnership with iWGC, you can achieve:

A single view of all services in one place
A patient-first culture
Consistently excellent care at every stage of the patient journey
A clear vision of what needs to improve and how to improve it
A reputation for providing gold-standard healthcare that can be used as a model for other units or sites to adopt
Demonstrable gains in quality scoring measures, patient satisfaction, staff morale and efficiency

When services adapt to patients’ needs and patients are equipped to find appropriate care at any moment throughout their journey, the potential for avoidable re-admission is reduced.

Re-admission, restorative procedures and reactive care are costly and inefficient.1-3 Intelligent data gathering and analysis allows NHS units to minimise these inefficiencies and identify actionable measures to improve the patient experience.

Ready to learn more about measuring and improving the patient experience?

Explore more solutions

Insight reporting

Combining analysis of large-scale
quantitative (numerical scores) and
qualitative (comments) data to create a
range of reports with recommendations
you can put into practice right away.

Reputation management

Just like the consumer world, we rely on the reviews of people like us to help us make informed decisions. When it comes to finding the right healthcare, there is only one trusted, independent, reliable source: iwantgreatcare.org.

Population health

Better health for everyone depends on evidence-based population and patient insight at system, site and community level. iWGC can help you identify and measure Key Experience Indicators and inequities across the population you serve.

Plug-in software products

Friends & Family Test

The NHS Friends and Family Test (FFT) is
a simple way for patients to give you anonymous feedback

Health Data Space

Set a new standard in health data management with an interoperable
repository that delivers advanced data security and AI integration

Hospital Information Systems

Experience seamless integration and efficiency in care and administrative processes through a unified platform for hospitals.

Don't just take our word for it:

This year, more than ever before, we listened to the voices of our patients and carers. We have advanced our use of our online iWantGreatCare feedback tool and have over 119,000 reviews of our services which we then used to make improvements to our care and learn from where we have done well.

The Trust has recently become the first single speciality Orthopaedic Trust to gain a rating of ‘Good’ from the Care Quality Commission and are in no doubt that the improvements in collection of Patient Experience data contributed to this.

We chose IWantGreatCare as our strategic patient experience partner for a number of reasons. They are a well-established presence in UK private and NHS health care, demonstrate technical expertise and innovation, and most importantly, they share Cleveland Clinics Values of Quality, Safety and Empathy. They will clearly help us keep Patients First in the UK.

We have created a strong team ethos with openness, honesty and continuous improvements now part of our DNA.

iWantGreatCare has been an integral part of our culture change, making us more patient centric and publicly accountable.

The Trust is now able to quickly and easily interrogate the wealth of patient feedback which we collect every year via iWGC

Case studies

Insight reporting for the NHS

Cybersecurity for private providers

References

1. Carter JC, et al. Social factors and patient perceptions associated with preventable hospital readmissions. J Patient Exp. 2020;7(1):19-26.

2. Kayyali Rm et al. Investigating the characteristics and needs of frequently admitting hospital patients: a cross-sectional study in the UK. BMJ Open. 2020;10;2035522.

3. Rashid M, Khalil H. Unplanned readmissions in ENT. Ann R Coll Surg Engl (Suppl). 2014;96:268-269.

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Ready to learn more about how iWGC can support the NHS in the provision of exemplary care?

Solutions

Solutions for the NHS

NHS Solutions overview

Insight reporting

Reputation management

Population Health

Solutions for private providers

Solutions overview