Our Solutions - Patient Satisfaction
Insight Now are working at the forefront of the transformation taking place within the NHS. Understanding and acting upon feedback from patients regarding their experience of interacting with the multitude of services and treatments provided within NHS Trusts is a key requirement of every Trust going forward.
Working with our partners, The Campaign Company, Insight Now are delivering real-time feedback from Patients and GPs to senior management within a major Trust in the North of England, reporting on a number of patient experience touchpoints.
Researchers from The Campaign Company are working in the hospital with handheld data capture technology. By asking patients immediately after their treatment in a variety of clinics and units within the Trust, we are able to deliver an "un-filtered" view of how the patient feels about waiting times in the hospital, how they were treated, the cleanliness of the hospital, any issues with booking and whether the staff were friendly and caring.
In addition to questions concerning the hospital and the service delivered, we also ask questions about the appointment booking process and more strategic questions concerning whether the patient was given a choice, and if so why they chose the hospital concerned.
Results are analysed automatically using Insight Now technology and fed back to management so that they can promptly identify areas that require improvement or immediate management intervention.
The feedback from GP's on their interactions with the Trust is helping to build a better understanding of how services can be delivered in a more "joined-up" way, presenting the Trust as a whole - in better light to those working within it, and, more importantly, to the patients in its care.