Prioritizing patient opinions
The North Central London ICS Digital First team decided to partner with Webex (formerly Healthcare Communications) to carry out a Patient Experience Survey to better understand how patients felt about new digital channels for accessing care.
Webex were chosen to support with the co-design, technical delivery and analysis of the survey results, and it was decided to pilot the rollout in two GP practices as a blueprint for future projects. The teams ensured the surveys and chosen questions were scalable to be replicated by other practices for future use.
Patients are sent an SMS with a link to their digital letter and an eForm online survey to fill out at their convenience.
A postal letter is triggered for those who don’t access digitally, directing people back to the online survey via a URL and QR code.
“The follow up workshops to go through results were incredibly well put together and are already driving transformation!” - Rosa Goodman, NCL Digital First Project Manager
