Patient Experience Feedback System in NHS Wales

This document is a case study detailing the implementation of the Civica Experience platform within NHS Wales to enhance patient feedback collection and analysis. The objective of this initiative is to replace traditional paper-based feedback processes with a real-time digital solution that allows for bilingual surveys and diverse participant engagement methods, including SMS, IVR, and QR codes. The platform supports all 10 Health Bodies in Wales, enabling them to adopt the system at their own pace while fostering collaboration. Key outcomes include an 85% increase in total feedback volume and a 205% increase in feedback collected in Welsh. The document outlines how the collected feedback is utilized in various activities, such as ward assurance visits and independent statutory body evaluations. Additionally, it emphasizes the importance of a unified approach to data collection and analysis across NHS Wales, which enhances service quality reviews and patient experience.