“The challenge now for the NHS is to make quality a reality for patients and staff.”
David Nicholson, Chief Executive of the NHS
The provision of quality services is integral to improving patient experience and satisfaction, which is an NHS priority. However, how can an NHS provider understand what patients require of their services if it doesn't ask them? According to David Nicholson, patient feedback is the fundamental driver for raising the standards of service and care provided by the NHS. CRT is perfectly placed to help healthcare providers identify the areas of their service which require improvement.
Innovation within the NHS isn’t about big scientific inventions. It's about identifying, adopting and spreading good practice, products and solutions and evaluating their success.
Utilising CRT’s ViewPoint technology to engage with patients and understand their journey across the NHS gives the necessary focus on improving quality of service. Collecting patient feedback at the ‘point of experience’ is fundamental to delivering this.
Challenge the Status Quo
The Chief Executive’s report promotes change in the way NHS providers approach innovation and encourages them to challenge the status quo in the pursuit of improvement. This mirrors CRT’s philosophy. We support the NHS to move away from traditional methods of patient satisfaction surveys with creative data capture solutions which have achieved a 50% reduction in costs and a tenfold increase in survey participation.
NHS employees were asked what they needed to improve their performance. The answer was clear; strong, evidence based quality information to highlight those areas most in need of improvement. Ultimately this information should support and inform postive changes both to productivity and service.
CRT works with over 100 NHS providers to identify ways of improving their service to patients.
Patients Come First
As well as a serious responsibility, the NHS has a unique opportunity to invest in high quality feedback systems and associated services for the benefit, first and foremost, of its patients. Now is the time NHS providers must engage with their customers to identify where service improvements are required.
Evidence shows that the best chance of improvement lies with a relentless focus on quality and value for money. Linking these with innovation will drive sustained improvements across the organisation.