What is the iWantGreatCare Dental Patient Experience Solution?
iWantGreatCare provides a simple, self-managed tool for collecting continuous, real-time feedback from every patient about their practice as well as their dentist.
Your Practice will receive:
- An admin account to manage surgery profiles and data
- Real-time surgery reports, complete with FFT feedback and qualitative comments
- Unique web page for each surgery allowing patients to provide online feedback
- Access to promotional materials and guidance on how to engage patients
I can collect feedback using paper forms within my practice, why do I need iWantGreatCare?
As part of the Friends and Family Test (FFT), as of April 2015 all Dental Practices are required to collect large volumes of patient feedback for all it’s surgeries and feed this into the Business Services Authority (BSA) portal.
iWantGreatCare's core solution is entirely online, moderated, easy-to-use and meets all NHS England’s FFT requirements. (A paper collection method is also available if required, please enquire for further details). Using this solution allows you to benefit from the expertise iWantGreatCare has obtained through delivering FFT in hospital and community settings since 2012. This frees time for managers, staff and clinicians to concentrate on providing the best possible care to patients.
It can also become costly to print large amounts of paper forms, this cost is elimiated when using iWantGreatCare's online solution.
How does iWantGreatCare differ from NHS choices?
iWantGreatCare is the largest independent supplier of the FFT, working with over 40 NHS acute and community Trusts as well as private services.
The iWantGreatCare solution allows clinicians to register and also collect patient feedback of their own, allowing patients to give their opinion on all aspects of your service. All clinician feedback gathered using iWantGreatCare can be used for revalidation purposes.
Can I use other patient experience services at the same time as iWantGreatCare?
There is nothing to stop you doing this, although it is far easier for patients if there is only one service to use and far easier for you to analyse results.
Will patients’ comments and details be used for any other purpose?
As a Dental Practice collecting FFT feedback, you will be required to submit your data to the Business Services Authority (BSA) in accordance with NHS England’s guidelines.
If a surgery receives negative feedback, is there an option to remove it?
Hundreds of thousands of reviews have been made by patients through iWantGreatCare and the overwhelming majority of them are positive.
Abusive comments are rare - partly because patients have to provide a validated email address to add a review. iWantGreatCare has developed a multi-layered security system which deploys automated, statistical and technical solutions to detect spurious or malicious ratings, as well as to prevent campaigning and multiple reviews.
Occasional negative comments are received and many people find this feedback helpful in highlighting an area for improvement. It is also possible to report feedback which may be of concern directly from the site.
Is it possible to respond to feedback left?
Yes, it is possible to respond to individual feedback left through your account. Your response displays next to the patient feedback on your practice's public profile page.
What level of support do iWantGreatCare offer?
The system has been designed to be simple and minimal, however if you ever need guidance or have any questions, please contact the team at: firstname.lastname@example.org.
Do practices need to have an IT system/mobile tablet to facilitate this in the practice?
This is only required if you’d like patients to give their feedback whilst in the practice.
Most patients have access to the internet either at home or via their smartphone and can submit their review afterwards at a time convenient to them.
Are there any mandated questions by NHS England?
Yes, there is one mandatory question:
We would like you to think about your recent experience of our service.
'How likely are you to recommend this dental practice to friends and family if they needed similar care or treatment?'
The responses to this question are: 'Extremely likely', 'Likely', 'Neither likely nor unlikely', 'Unlikely', 'Extremely unlikely' or 'Don't know'.
If NHS England issue new guidance for the phrasing of the mandatory FFT question then iWantGreatCare will make updates to their website in order to be fully compliant.
Is it a requirement for all Dentists at my practice to also register?
No this is optional. It is possible for a practice to collect feedback without a Dentist also doing so. However, many Dentist's do and find individual feedback helpful and insightful. Feedback can also be used for revalidation.
Would individual Dentist feedback be sent to NHS England?
NHS England will require answers to the FFT question for the practice only in the first instance.If Dentist's chose to register with iWantGreatCare, all their reviews will be visible to the public on www.iwantgreatcare.org and available to them to download as a report.
How will I access and manage my information?
You will be provided with an account to access an online management portal. Through this interface you will be able to:
- Ensure your practice name and address are correct
- Link Dentists who work at your practice
- Respond to feedback left for your practice
- Download reports
- Download promotional materials
Is there flexibility in the questions patients are asked?
As standard, patients are asked the mandatory FFT question. iWantGreatCare asks further questions to help determine a greater understanding of patient experience. This also gives comparative data across dental care groups. The additional questions asked can be found below:
- Were the receptionists helpful?
- Is it easy to get an appointment at this practice?
- Was the practice clean?
- Please help others get great care by sharing your views on what was good about your care and what could be improved.