BenK
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Is integrated patient experience intelligence finally possible in the NHS? Or will infrastructure without design leave us with expensive technology and limited value? For years, patient feedback has existed in frustrating fragmentation. Complaints sit in one system, surveys in another, Friends and Family Test (FFT) scores somewhere else entirely. All sit in a different system. None connected. No one recognises the patterns until harm has occurred. The infrastructure pieces needed to solve this are forming. The NHS Federated Data Platform (FDP) is operational. The NHS App is expanding. Patient Reported Experience Measures (PROMS) are being designed and validated. Large language models (LLMs) are proving capable of analysing unstructured feedback at scale. However, having these pieces available does not deliver integrated patient experience intelligence. That requires deliberate strategic design: decisions about what capabilities to build, data architecture purpose-fit for those outcomes, governance frameworks enabling appropriate uses, sophisticated analytical infrastructure, organisational change and sustained commitment. Ben Kenyon examines it all in this three-part series: Part 1 examines where we are today: the fragmentation challenge, why feedback sources don't connect and the safety signals we're losing as a result. Part 2 explores the infrastructure pieces now coming together: the FDP, NHS App and LLMs, and why deployment alone won't deliver integration. Part 3 shows -
Content Article
Is integrated patient experience intelligence finally possible in the NHS? Or will infrastructure without design leave us with expensive technology and limited value? The jigsaw pieces needed for integrated patient experience intelligence are finally starting to come together across the NHS, but the question is whether anyone is going to bother assembling them. In this three-part series, Ben Kenyon has examined the fragmentation of the current system and explored how the infrastructure pieces are now forming. In the final blog of the series, Ben shows what becomes possible if the systems and infrastructure are designed properly. -
Content Article
Is integrated patient experience intelligence finally possible in the NHS? Or will infrastructure without design leave us with expensive technology and limited value? The jigsaw pieces needed for integrated patient experience intelligence are finally starting to come together across the NHS, but the question is whether anyone is going to bother assembling them. In part one of a three-part series, Ben Kenyon examined the fragmentation of the current system. In this blog, Ben explores the infrastructure pieces now forming. But forming isn't the same as working. Here's what's actually available, what it could enable and what still needs to be designed.
