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At NHS Midlands and Lancashire CSU, we have developed a powerful, holistic tool that records all types of patient feedback to generate insight about your local population.

The Insight database collects, assesses and validates information across organisations, providers and functions.

It can analyse and report feedback from multiple sources, including focus groups, consultations, surveys, social media, Patient Opinion, NHS Choices, media, MP letters, Patient Advice and Liaison Service (PALS) and complaints.

This is then combined with clinical effectiveness and safety data to provide unique business intelligence with a quality perspective.

As a result, the database provides a picture of provider performance via real-time patient experience dashboards, which can be configured to meet bespoke requirements. It is currently used by CCGs, contract management and quality staff within the CSU, and colleagues in NHS England sub-regions.

Actions from patient feedback can be assigned to appropriate members of an organisation, with response progress tracked against real-time reporting against ‘you said, we did’, for example.

The information generated can be used to feed into planning, prioritisation and all stages of the commissioning cycle, such as monitoring quality, contracting, service redesign and service improvement.

The Insight team has a long history of awards back to 2011 in areas including business, IT, efficiency, safety and patient experience. In March 2015, the team won a prestigious Patient Experience Network National Award (PENNA) for Insight in the Commissioning for Patient Experience category.

In May 2015, the team was shortlisted as a finalist in the HSJ Value Awards in the following categories:

  • Value and Improvement in Patient Information Management
  • Value and Improvement in Commissioning Support Services

Get in touch

Kingston House

438-450 High Street
West Bromwich
West Midlands
B70 9LD

0300 404 2999
  • Heron House
  • Springfields Health & Wellbeing Centre

Midlands and Lancashire CSU
120 Grove Road
Stoke on Trent

0300 404 2999

Midlands and Lancashire CSU
1st Floor
Lovett Court
WS15 2QD

0300 404 2999
Jubilee House

Midlands and Lancashire CSU
Lancashire Business Park
PR26 6TR

01772 214200
Liverpool Innovation Park

Office 2
2nd Floor
Building 2
Liverpool Innovation Park
360 Edge Lane
L7 9NJ

0151 295 8612/8619
  • 1829 Building, Chester
  • Old Market House
  • Clark House

1829 Building
Countess of Chester Health Park
Liverpool Road

01244 650 351

Hamilton Street
CH41 5AL

0151 514 2335 EXT 1487

Hulley Road
SK10 2LU

01606 544 791
Cardinal Square

3rd Floor North Point,
10 Nottingham Road,
Derby DE1 3QT
East Midlands

01332 868700
St Johns House

St Johns House
30 East Street
United Kingdom

0121 611 0100