Health
Services for the Health Sector
"Delivering high quality services with
better value depends on PCTs taking
innovative approaches to their relationships with
patients and the public. We know there is more to do to
give patients the high quality care they deserve.
We need significant expansion of the measurement of
patients' satisfaction with individual services, so
staff can understand and improve the service they
provide to patients" NHS Operating Framework 2010/11
Measuring the Patient Experience
This increasing emphasis on patient experience challenges
healthcare providers to put in place accurate, easy to use and cost
effective systems for collecting - and acting on - patient
feedback. Capturing 'point of experience' feedback
is particularly important in an environment that can bring each
patient into contact with an enormous array of different people,
places and procedures over the course of their treatment. We can
offer a multi-channel feedback solution which
allows patients to give you feedback about every aspect of their
healthcare journey at the time they experience it - whether that be
visiting a GP, telephoning for an appointment, or looking for
information on your website.
How can we help?
A number of unique aspects make our service particularly suited
to a healthcare setting.
- We are very experienced in the development of user
friendly, engaging interfaces - so our customer feedback
interface is enjoyable for everyone to use, but can also cope with
special requirements such as graphics-based responses, high
contrast screens for the visually impaired, and child-friendly
presentation.
- Our approach has always focused on the user's
experience and feelings, and the trademarked GovMetric
Smileys are ideal for collecting feedback around the
patient's emotional journey.
- We can offer a range of interface devices for
Face to Face environments, based around Touchscreen devices which
can be larger screens for permanent fixing, or handheld for mobile
or mediated access. We are aware of the need for infection
proofing and can offer IP54 compliant and ruggedized
options.
- Increasingly, patients will demand access via the
internet to information about the health and
wellbeing services available to them. We have many years' expertise
in assisting other public sector bodies in creating
user-driven websites that benefit the whole
organisation and make the most of this relatively new access
channel. Our service doesn't just focus on the face to face aspects
of care, but takes a holistic view of all the
touchpoints which make up a patient's experience.
Once collected, patient feedback is then rapidly and
automatically collated and presented through a
web-based reporting suite, making it easy
to identify and prioritise areas for improvement.
Benefits of implementing a consistent patient feedback
approach
- Encourages a culture in which patients are
treated with compassion, dignity and respect
- Supports patient-led service improvement,
enabling service providers to target improvements in the areas
customers really notice
- Reduces the time and cost
associated with manually collecting and collating service user
feedback
- Applicable to a wide range of healthcare
settings, from GP surgeries to hospital wards
About Us
Our objective is to actively engage and involve the user in the
service improvement process. Our GovMetric brand is the market
leading solution for local government organisations needing insight
into their customers' experiences, and supports the planning,
delivery and monitoring of improvements to customer services. In
developing our service user feedback services, we have brought to
bear over a decade of experience in delivering solutions which
bring citizens, communities and the public sector together.
If you would like someone to contact you to discuss how working
with us could benefit your organisation, please call 01572 756
565 or email info@govmetric.com