Patient Experience Platform (PEP)

The challenge

Currently, 10 to 12% of patients in the NHS receive some form of harm, and approximately half of this is thought to be preventable – including around 11,000 deaths per year. According to the NHS Patient Safety Strategy (July 2019), the NHS aims to continuously improve patient safety. Since 2013, the Department of Health, Care Quality Commission (CQC) and NHS England, amongst others, have stated their support for the monitoring of online patient feedback to improve quality, but this is difficult to do.

The solution

PEP offers a standardised, highly scalable way of representing patient views to help shape services in the future and improve quality. It makes sense of the millions of publicly available comments patients across the UK make about their care and converts them into near real-time feedback, helping to drive improvement and transformation of care services. Patient safety concerns are flagged immediately to support prompt action and learning, reducing preventable harm and associated costs.

Impact 

• Over 10m UK comments collected and analysed in the first 2 years
• Empirically proven that overall PEP score is a strong predictor of CQC rating
• Improves quality and has reduced complaints by up to 30%
• Increases staff engagement by providing speedy feedback to front-line staff