Collecting large volumes of real-time patient and staff feedback
Prior to HappyOrNot, Cardiff and Vale relied heavily on paper surveys to collect patient feedback. While they ran some online surveys and used QR codes, the response rates were low and people would rarely complete their surveys.
“The feedback wasn’t real time, so we were often looking at things retrospectively. The question was, how do we get to a greater number of people very quickly,” says Angela Hughes, Assistant Director of Patient Experience at Cardiff and Vale UHB.
Unlike paper-based surveys, HappyOrNot allows large volumes of patients to provide quick and anonymous feedback, which helps Cardiff and Vale focus their improvement efforts in the right places.
“We could identify when there were issues and when there weren’t. So it meant that we could target where we needed to go and investigate more. I think that’s invaluable because otherwise we would have tried to take a sweeping approach and missed the nuggets you pick up from the HappyOrNot data,” tells Angela.