iWantGreatCare (iWGC) supports NHS Trusts with the collection and analysis of patient feedback to understand patient experiences, outcomes and pathways. To date, iWGC has processed and published over five million patient reviews.

Data is collected and shared at all levels, from a system level across multiple locations, through to individual services and clinicians, who use the feedback for revalidation and appraisal.

One of the key benefits that NHS Trusts have experienced in using the iWGC system is the direct impact it has on staff morale which, in one large Trust, has had the effect of reducing absenteeism by 7%. They have also managed to reduce formal complaints by 37% by using iWGC’s real-time website to respond to patient reviews in a way that is visible and fully transparent both to patients and the general public.

Trusts looking to improve their CQC ratings may also be interested in how this system can help them. It supports a number of the key CQC domains and individual teams and leaders in the organisation can use the outputs for personal and team development and leadership.

A number of Providers use the structured, independently-gathered feedback as evidence to support bids for contracts. This evidence extends beyond patient experience data and includes patient reported outcomes which can be used for any type of treatment or condition and can provide an important source of evidence to complement traditional clinical outcomes data.

iWGC would be very interested to collaborate with NHS Trusts on system-level patient feedback projects. These range from standard implementations such as the Friends and Family Test or more bespoke challenges with multiple patient engagement touchpoints and detailed data requirements.

If you have a particular project in mind that you’d like to discuss with iWantGreatCare, Jon Twinn, Managing Director of iWGC, will be pleased to speak to you and can be contacted on jon.twinn@iwantgreatcare.org or 01608 811864.

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