Patient and client experience - Public Health Agency NI

Summary

This webpage outlines the role of the Patient and Client Experience team at the Northern Ireland Public Health Agency. The team analyses the experiences of patients, clients, carers, relatives (collectively referred to as service users) and staff through a number of tested data collection methods. The two main methods are:

1. Care Opinion This is an online user feedback system providing a platform for services users to share feedback on services they have engaged and to share what is important to them. The system supports two-way feedback between the service user and service staff and allows for analysis of the experience from service level supporting local service improvement, to regional strategic learning to influence commissioning and service development.
2. 10,000 More Voices This initiative supports in depth analysis of experience using service user narrative and software called “Sensemaker®”. Sensemaker captures and orders the thinking of people’s attitudes, perceptions and experiences within a complex culture. The workplan for 10,000 more voices is informed by strategic programmes and feedback from other sources (such as Care Opinion/complaints/incident) to look deeper at the issues and the experience of a defined service or process.