Operational ExcellenceSystems Influence Analysis of Patient Feedback Forms Leads to Improved Operational Delivery

Free-text patient feedback is routinely collected through the NHS Friends and Family Test, but underutilised due to the time and resources needed for analysis. Therefore, Imperial College Healthcare NHS Trust developed and piloted a natural language processing (NLP) algorithm to analyse feedback comments to drive quality improvement, which was implemented in nine English NHS Trusts.

The innovation was the first of its kind in the English NHS and can analyse 6000 comments in 15 minutes, versus four days if done by the patient experience team.  This programme produced a national implementation toolkit co-created with Trusts, sharing lessons learned and best practices. The toolkit fostered interdisciplinary collaboration, establishing a diverse community of practice for peer-to-peer support and sustainability. Currently, it is being adopted by 10 more NHS Trusts and won the 2023 Patient Experience Network Award for most innovative use of technology

Our research demonstrates that the NLP tool can be successfully used and adapted widely within the NHS. Some quality improvement changes that have been implemented by the Trusts include improved signage, so patients arrive on time for appointments, better communication of discharge information, and informing patients of their position in clinic queues. Frontline staff have also valued the quick visibility of positive patient feedback, boosting their motivation and morale. The automation has also meant that patient experience teams have more time to help frontline staff respond to the needs of their patients (cost-saving and cost-shifting activity).