The Fubra Blog
NHS Patient Survey Service – PatientPulse
A new patient satisfaction survey system from Niggle Limited
Niggle is a business focused on feedback. Back at the beginning of 2009, when Fubra took an early stage investment in Niggle, we were working exclusively with independent restaurants. Through a process of product evolution, this week sees the launch of PatientPulse, a complete feedback system designed to continuously monitor patient satisfaction in GP surgeries, clinics, health centres and hospital departments.
The NHS has put patient satisfaction centre stage in recent years. In May 2009 the Department of Heath issued guidelines encouraging GP practices and Primary Care Trusts to use their own methods to measure patient satisfaction and capture real time feedback. More recently, the government has signaled that patient satisfaction will become a key metric in determining funding across the NHS.
PatientPulse uses web and mobile technology to track patient opinions across key areas of heath care provision. Using our trademark MicroSurvey format – which breaks traditional surveys down into bite sized chunks – we can increase both the number and the demographic of patients participating. And unlike traditional surveys, results are analysed and available immediately – ready for action to be taken without unnecessary delays.
The system is currently operating in 8 NHS heath centres across the UK , with more to follow in the next few weeks. To read more about our new service, and patient satisfaction in the heath care sector, visit our website at PatientPulse.co.uk
Tags: nhs, patient satisfaction, survey
I’m sure this will be useful to a lot of hospitals and GP surgeries. The government have recently announced a pilot scheme that could see some hospitals rewarded a bonus of up to 4% of their total budgets if their patients are happy with their service.
http://www.guardian.co.uk/society/2009/sep/13/hospital-budgets-health-reform-nhs
I have had some fantastic service from the NHS in the past and can’t praise them enough. I am glad to see that Niggle will be at the forefront of allowing others to sing their praises.
By using the private sector to gather satisfaction data healthcare trusts, GP practices and the general public can be assured that money will not be wasted as the private sector has always been no results = no payments.
I only hope that one of the results looked at will be charges for Hospital car parks which seem to me to be a clear case of tax by the backdoor and an iniquitous imposition on those unfortunate enough to have relatives needing long term hospital care.
As a patient (like everyone else is) I’m very happy you’re launching this service and I hope it becomes very popular.
It’s very tricky to make comments on the service received at doctors surgeries because who do you speak to? Not to the doctor (they are short of time and the comment might be about the doctor anyway), and not to the reception staff (ditto, and nobody wants to make comments about service in a busy surgery overhead by the public).
Confidentiality is important so if Patient Pulse provides an independent service that fills a real need. And we all want to improve the NHS! Just because it’s the public sector doesn’t mean they should be immune to criticism.