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Improving patient experience and service delivery in healthcare experience is a strategic priority for all health and care organisations. Given their constant interaction with patients, those on the frontline are best-placed to identify areas for improvement. As Professor Sir Bruce Keogh, former Medical Director for NHS England, said about junior doctors and nurses as leaders: “their natural innovative tendencies mean they are likely to be the best champions for patients and their energy must be tapped not sapped”.

Initiatives involving frontline feedback is crucial for improving patient experience as those on the frontline are directly involved in patient care and have first-hand insights into the day-to-day interactions with patients. Involving staff in improving service delivery helps to, identify pain points; understand patient needs; identify systemic issues; enhance workflow efficiency; engage and empower staff; develop a positive culture; share best practice. 

A happier workforce leads to better patient outcomes and Gallup identifies a 41% decrease in patient safety incidents for high engagement organisations. 

By actively listening to and incorporating the insights of frontline staff, organisations can foster a culture of continuous improvement, resulting in better outcomes for both staff and patients.

ImproveWell helps leverage frontline insights and innovation, and supports organisations to enhance patient experience, achieve better outcomes and reduce the number of errors or instances of unsafe care. ImproveWell is a real-time feedback solution for continuous improvement and everyday innovation in health and care that allows organisations to quickly identify areas for improvement as well as suggested solutions.

Download the steps on How to improve patient experience and service delivery


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