Insight and Involvement team wins top award for patient experience database


The Insight and Involvement team at Midlands and Lancashire CSU has won a prestigious Patient Experience Network National Award (PENNA) for its soft intelligence management database to improve patient care.

Midlands and Lancashire CSU won the award in the Commissioning for Patient Experience category at the event in Birmingham on Wednesday 11 March.
PENNA celebrates best practice in the delivery of exceptional patient experience.

Lesley Goodburn, head of communications and engagement at the CSU, said: “It’s fantastic news that we’ve won this award.
“The success is a tribute to our dedicated team, who have been working on the project for five years. We’re now looking forward to rolling out the database across the whole CSU area, so that many more patients can benefit.”

The Insight database harnesses patient experience, feedback and public opinion from a range of sources to understand the voice of local populations and identify trends and issues within health economies. This enables service transformation and integration to be undertaken in a more meaningful and managed way and most importantly allows the voice of the patient to be heard in real time about the services that they receive. 

Furthermore, the model has been transformed into a total quality system by entering clinical feedback from GPs and by reporting incidents in primary care settings. All data comes together and is reported in real time to identify themes and trends across the quality spectrum.

This holistic approach and multi-award-winning insight database was originally pioneered by North Staffordshire and Stoke-on-Trent Clinical Commissioning Groups (CCG). Work is now underway to roll it out to GP practices across Staffordshire, Shropshire, Telford & Wrekin, Central Midlands and Lancashire.

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