NHS Wales implements Civica’s real-time user feedback system

NHS Wales has implemented the Civica Experience Wales system, allowing all health boards and trusts in the country to collect real-time feedback from service users.

With all health bodies operating the same system, NHS Wales can ensure consistent, quality support and a national approach.

It works by developing and presenting surveys for completion. In addition, a data analysis tool allows health service managers to survey the detailed information fed back from service users. The data analysis includes the ability to recognise the sentiment behind a response.

The system uses a number of contact methods to engage users, including SMS messaging, interactive voice recognition, web-based tools and a dedicated app that can be installed on devices within the organisation.

The Civica Experience Wales platform has been deployed as part of the Once for Wales Concerns Management System programme, which is led by NHS Wales Shared Services Partnership (NWSSP).

Jonathan Webb, head of safety and learning at NWSSP’s Walsh risk pool service, said: “The Civica Experience Wales product provides real-time feedback from service users which can be collated and analysed quickly and effectively.

“Through the introduction of a common platform, health bodies now have a tool to gather feedback from patients, relatives and other users of health and care services across NHS Wales.”

A dedicated team from Civica will work with organisations in NHS Wales, while the latter has also established a number of staff to work as local system leads, who will operate the platform and provide support to service managers.

Steve Brain, executive director, health & care at Civica, said: “Accurate and detailed service user feedback is crucial to improving services and building innovative health and care facilities.

“We’re delighted to be supporting NHS Wales in adopting this tool across all its services. Our product will help organisations to understand real-time feedback, prioritise risk areas and drive service improvement.”

Earlier this year Digital Health and Care Wales launched the NHS Wales Microsoft 365 Centre of Excellence, to support staff within the Welsh health boards to solve operational and clinical challenges.