Getting Information to Your Local Community

Improving the patient experience is one of the five national priorities set out in the NHS Operating Framework. Trusts need to have the ability to effectively measure the patient experience as this will be pivotal to achieving and maintaining trust status.

The need to offer a two way, simple, straightforward and well marketed process on community involvement is imperative; this will ensure continued growth of a membership community that reflects the diversity of their region.

It is crucial for trusts to form collaborations and work together to develop communication/membership growth and measure the outcomes.

Feedback Management of Your Members

National Patients Surveys are evolving; CIS allows you to maximise the potential of the National Patient Survey as a means to measure the experience of your patients by opening and sustaining a two way continuous dialogue.

Trusts using the feedback feature offered in CIS are able to survey their patients and members separately to the NPS; this will allow the trust to amend/improve services based on the CIS survey reports. By using these results the trust can improve the quality of care they provide to patients in anticipation of the NPS’s.

Development of your membership using CIS will leverage on the relationship involvement the member has with the trust and effectively recommends the most valuable mode of communication.

• Understanding your members expectations and concerns
• Improve pain management using patient feedback data
• Examine the relationship between choice, marketing and the patient experience
• Utilising this knowledge to implement mechanisms to drive customer care and continuously improve the customer experience
• Improve relations with your local membership community
• Being pro-active with your strategy based on the information received
• Patient Experience surveys can be undertaken locally within your own trust, in real time, giving you direct feedback both at the point of care and post care to ensure that the patient has been treated with dignity, respect and compassion
• Exit survey – gain a clear understanding of why people can no longer be involved

Measuring Your Patients Experience

CIS will clearly define the patients experience with the trust, whether it is an inpatient or outpatient reach – the topics such as cleanliness, were they treated with dignity and respect, was it easy to park, their overall experience and would they like to be more involved in the trust. This communication enables the trust to fully understand the patients' experience of the services offered and delivered.

>> Move on to next element of the solution Membership Analysis...