New data from Patient Experience Platform (PEP) has shown that NHS patient satisfaction has hit 86% in the Midlands, a year-on-year increase of 12.8%.

Patient satisfaction is a key part of quality in healthcare alongside safety and outcomes. The indicators cultivated by the PEP algorithm provide an invaluable insight into individual departmental performance, allowing hospitals to identify areas that need focus and improvement as soon as issues emerge. This is particularly important as the current pandemic evolves.

PEP’s data is collated from publicly available real-time, real-world feedback from multiple online platforms provides comprehensive insights into the standard offered by NHS and private hospitals. This data is analysed to generate a collective judgement score, which is statistically significant indicator of the outcome of Care Quality Commission reviews. Due to the radical new technique employed it enables, for the first time, a true comparison of hospitals, regions and indeed nations.

Dr Mark Lomax MB BS, CEO, said: “The Patient Experience Platform allows healthcare to be transformed by analysing real-time, real-world patient feedback. We listen to the patient voice in every UK hospital separately with scores amalgamated from millions of patient comments posted digitally.

“The insights gained are particularly useful in the current climate, as feedback will help us support the operational response to COVID-19 through improving services and patient safety, as well as providing learnings on how to more effectively communicate with the public. It also highlights public support for the NHS, which is invaluable for morale.

“PEP algorithms have been shown to have high accuracy, effectively predicting the outcomes of hospital inspections by UK healthcare quality regulator Care Quality Commission.”

Dame Barbara Hakin, former deputy CEO of NHS England, added: “While the NHS is truly committed to listening to patients it has never captured their views in a large scale and meaningful way, which limits its ability to shape services to deliver better outcomes and experience. PEP offers a digital solution to collecting and analysing the views of many, many users of the service and their families, drawing from channels citizens use already. These insights will be hugely important in supporting the improvement of our NHS.”

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