Delivering excellent patient experience is an important component of the quality provided to patients. There have been repeated calls for a louder, clearer real-time patient voice- most recently in the Cumberlege Report and unfortunately many patient experience surveys are slow, expensive and do not offer the insights required to know what exactly are the challenges and issues.
PEP aggregates millions of social media and online comments about every acute hospital in England, whether NHS or independent. It then uses advanced machine learning, with comments themed into eight quality domains, to give insights which fully reflect each provider’s strengths and weaknesses, including at departmental level. Providers can be benchmarked against each other but PEP’s longitudinal tracking, going back to 2018, also allows individual organisations to track their progress across the different aspects of their care.
This is especially helpful at the current time as it not helps track the progress as services restart and the reset continues but also helps quickly identify particular operational pressures. This can be within essential services such as oncology, maternity and emergency services or by themes such as ability for patients to quickly access services, effectiveness of care and clear information
The tool has been shown to identify many patient safety issues and to be a helpful predictor of CQC rating. This new technology represents a paradigm shift in how the NHS listens to patients and learns from their insights. It is becoming increasingly clear with PEP Health data that patient experience and patient safety are closely interwoven and related.
Easy to implement, real-time dashboards and ad hoc reports are available.