Community Healthcare encompasses a huge variety of services. Securing robust, reliable, and representative data to understand and measure patient and service users’ experiences in this setting can become highly complex.

When care services range from district nursing to palliative care and offender health, an intimate knowledge of how to access and measure each group’s experiences is required, particularly as so many of these patient groups are hard to reach. The Health Experiences team at Picker are dedicated to this task, focusing on developing the knowledge and tools required to understand and measure people’s experiences regardless of their care needs or setting.

During 2013 Central London Community Healthcare NHS Trust (CLCH) the largest community healthcare organisation in London, approached us to design and deliver an effective patient experience feedback programme.

“Using the best methods and available technology across professional and patient communities is what Picker do best”

Ian McDowell, Head of PPE, CLCH 2013

The aim:

CLCH provide community healthcare services in four London boroughs across 64 different service delivery units, seeing more than 150,000 people each year in over 160 sites.

Their community healthcare includes an extremely wide-ranging array of services, from paediatric wards to offender health units, from podiatry practices to sexual health clinics.

The aim was to use a range of patient-friendly approaches to enable CLCH to collect high-quality patient experience data across their organisation, supporting staff to act on the intelligence gained to improve care quality.