Feedback Centre - Patient feedback system providing trust with engagement capability and immediate insights & Trends (#2681)

Idea Description
Supplementary Information
Innovation 'Elevator Pitch':
Feedback Centre enables organisations to collect feedback from any stakeholder. This information is presented via a visual dashboard called Informatics, allowing health organisations to spot trends & issues and act on them or plan improvements.
Overview of Innovation:
Feedback Centre has been developed in collaboration with and for the NHS and Health & Social Care organisations.

Feedback Centre brings together public feedback, survey results and complaints, all of which can be shared directly with stakeholders/service providers. This allows data from multiple sources to be joined-up, stored in one place and shared organisation-wide.

Feedback can be collected online, including by tablet, mobile, Facebook and via widget, as well as via SMS and kiosk. This offers a great choice for patient engagement and allows patient experience teams to gain information from a broad cross-section of society, as different social, economic and clinical groups often communicate via very different means. The system also allows offline and archived feedback collected from other sources to be imported into Feedback Centre.

Feedback Centre also includes a screen-reading and translation feature with the aim of preventing the exclusion of those with visual impairments or poor literacy skills from engaging with providers.

Health & Service providers are able to respond publically to feedback, shortening response times to public concerns and reducing the volume of incidents that escalate to formal complaints.

Our business intelligence dashboard, Informatics, presents the fastest way possible for Health organisations/Trusts to access data, understand trends and create reports. It will also provide clients with the ability to utilise their own taxonomy, categorising the data in any format required. This allows for benchmarking of providers, services and departments, as well as identifying areas for potential improvement.

Utilising sentiment analysis, Feedback Centre will determine the emotional tone behind a series of words. This can be used to gain an understanding of the attitudes, opinions and emotions expressed within a review or complaint. Thus they can be weighted for seriousness and therefore flag providers to take note and take instant action

To ensure confidentiality the system is hosted by EKKO securely to NHS Trust information governance standards with monthly updates provided to the platform.

To see Feedback Centre in action, take a look at the following video featuring Healthwatch and NHS England:

  • Branded system for any organisation
  • All information available in one place
  • Secure, ISO27001 Hosted Surveys and GDPR ready
  • Less risk, all information is shared directly with client only
Stage of Development:
Market ready and adopted - Fully proven, commercially deployable, market ready and already adopted in some areas (in a different region or sector)
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 NB 72 yrs female  in UK well documented but left in limbo ?!! The above is good but as a patient why not listen,plan following NHS Constitution  re those with multi conditions & disabilities ignored because regarded as low priority .Put all problems symptons altogether & am having Cardiac arrest [ 13 yrs ago] ?still the negligence & wasting time continues as relates to chronic utis acute 3 weekly when researched 1969 - spina bifida  [ low priority - disregarded - underlying  possible MID [ alzheimers late Mother had severely affecting function & movement  & antibiotic targetted assistance NB Must Campaign Prof Malone Lee Urodynamics Dept  uch /whittington hospital London uk ] 

I believe there is a strong Microvasscular connection as have PAH [ Dr Coghlan Royal free ] & Lipo-lymphoedema stage 2 [ cellulitus  from birth]Prof Mortimer St Georges  i was  one of first on penicillin at birth  & pill .Am now in Gloucestershire Dr Challenor has agreed to liase as still attending London once a year with spasms [ abnormal EEG A fib  [ Late Mother TIAS /MID?] - SPINAL kyphosis  relieved by targetted antibiotics & utis [ Prof Malone Lee] & possibly PRP/ analaguous stem cells would like to propose instead or  as well the steroid ones ? Also have consciousnes spasms [ sleep pattern disturbance [ & retention [ neurogenic bladder  ] one ureter too many  & poor flow [ Late father pharmnacist ]prostrate & skin cancers caught early .Believe if  managed maybe able stop heart failure symptons re function worsening also MID risk -   as happened to Late mother with MID on polmyalgia rheumatica & vere severe cognitive deterioration.Her sister had diabetic twins [ insulin dependent ] has parkinsons dementia obesity & thyroid [women]   
Maybe a tool that links family history risk   to Tests could give strategic guidance to treatment & further research - possibly stem cells to identify those who could benefit & need integtrated coordinated research base assistance? could be devised ?.

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