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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