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Our customers

Our considerable experience covers working with customers from all sectors of healthcare in the UK as well as with social services, charities and government departments.

We have worked with the full range of NHS organisation types (acute trusts, foundation trusts, community trusts, mental health trusts and ambulance trusts), with independent sector providers of NHS services and with charitable trusts as well as with social services providers.  We have also been commissioned by the Department of Health, Care Quality Commission and the Scottish Government to conduct specialist programmes of work.

Our customers provide care services to all age groups of people and deliver both generalist and specialist care at home,  in the community and in hospital and clinic settings.

We are an approved contractor providing standardised national surveys and are also specialists in the design and creation of bespoke surveys tailor made to individual organisations’ and services’ needs. Whilst ensuring we use proven methodologies and statistically reliable approaches we recognise that all organisations, services and patient groups are different and therefore use specialist methodologies to ensure those different needs are met.

What our customers say about us

We place high value on building and maintaining excellent customer relationships and providing a responsive service to each of our customers.

We have been working with many of our customers for a number of years, including 6 organisations that we have been working with for over 10 years.

In our most recent customer survey, 100% of our customers rated us as “excellent” on each of eight aspects of our service to them. 100% told us that we demonstrate our values when working with them, and 100% were “likely” or “extremely likely” to recommend us to others.

We are proud of this achievement and continue to make excellent customer service a priority.

Here’s what a few of our customers have said about us…

“Over our many years of working with Patient Perspective we can honestly say they have been a pleasure to work with. They are not only efficient and professional but very willing to work around any bespoke requirements we might need. We have been always very impressed with the service they have given us, along with the excellent value of money their service provides.” NHS Trust

“We have worked with Patient Perspective since 2007/8 and we have had a very personalised, efficient and professional service throughout. We would find it hard to pin point an area of improvement.” NHS Trust

“Good people to work with, you always deliver.” Acute Trust

“The headline report is helpful in enabling presentation to staff groups and preparation for our Board report.” Acute Trust

“PP provide a strong reliable competitive service.” NHS Trust

“Personal , friendly service, willingness to help with queries.” NHS Trust

“Approachable staff / quick response to queries, reminders to ensure we meet timescales. Listens to suggestions and provides bespoke feedback when needed.” NHS Trust

“The Trust has been working with PP for a number of years. The service they provide has always been excellent.” NHS Trust

“Perfect.  Just what I needed. Thank you. We are having a workshop looking at the learning from the national inpatient survey.  This adds another layer to the information we have available, so we can make a meaningful action plan.” Acute Trust regarding coding and thematic analysis of patient comments report

“Wow! This is really helpful. This is the most useful thing ever – fabulous!” Acute Trust regarding ward level survey results reports

“We have used Patient Perspective for 5 years now and feel in very safe and professional hands.” NHS Trust

“Excellent feedback throughout the survey fieldwork and particularly good on-line information as the results began to show in the reports.” NHS Trust

“Everybody involved in the survey has requested that I thank you again for your work … Given the complexities involved in undertaking this survey, and the fact that those involved were doing it in addition to their normal workload, it was remarkable that it happened at all. Your patience and expertise contributed significantly to this.” NHS Trust

“Once again thank you so very much. I will definitely sing the praises of your work far and wide and will be knocking on your door when we repeat this exercise.” UK Charity

“We would definitely look to you first if we repeat this survey in a few years!” NHS Trust

“A reliable, flexible service and good value for money.” NHS Trust

“The whole service from start to finish was excellent. Ad hoc enquiries dealt with promptly and efficiently.” NHS Trust

“Just finished the board meeting and they were mightily impressed with the information. So a credit to the system and everyone involved.” NHS Trust

“Relationship you maintain. The help you offer all year round and at short notice. Flexibility. Appreciate your expertise and ability to make sense of data to inform improvement. A lot of the central systems don’t have this !!” NHS Trust

“Having worked with you for a number of years we feel confident knowing our surveys are handled efficiently and professionally.” NHS Trust

“Communication excellent. Responsiveness to any queries. Clear, common sense approach. Excellent, timely reports and progress updates throughout the whole process. Working with one colleague (Chris Henderson) helps build good working relations. We have always been extremely impressed with your professional and friendly approach.” NHS Trust

“Many thanks, that’s certainly a swift and effective service, first rate as always.” NHS Trust

“We appreciate the headline report, particularly as we can use the graphs in presentations the action planning group gives to the Board.  Our Board like to hear from the ward managers leading on the action plan, as nerve racking as that is for them!” NHS Trust

 


NHS Acute Trusts

We work with large and small acute trusts, foundation trusts and specialist trusts in England and Scotland carrying out surveys of inpatients, outpatients, day-cases, emergency departments, maternity services and  psychiatry of old age services.


NHS Community Services Trusts

We work with community health providers carrying out surveys of patients that use in- and outpatient community services such as those provided by district nurses, podiatrists, therapists and community matrons either in their own home or at local community hospitals or clinics. We have surveyed children and young people attending community ( for example health visitor and school nursing) and mental health (for example child and adolescent mental health) services.


NHS Mental Health Services

We work with with mental health trusts to survey services users about their experiences of mental health services such as those provided by community mental health teams, inpatient mental health settings, eating disorders teams and specialist memory clinics.


NHS Ambulance Services

We work with ambulance trusts both to assess emergency and patient transport services and to assess 111 call handling.


Government Agencies

We have carried out a number of large scale specialist projects for government agencies. These  include, in 2014, working for the Care Quality Commission to analyse and code all 75,000 comments from the national inpatient survey of 2013. We also conducted research with the CQC to develop appropriate methods of surveying people with learning disability, worked with the Scottish Government to identify staff and patient perspectives on the priorities for healthcare and to survey patients on their views about the most important aspects of inpatient care. We also worked with the Department of Health to develop a questionnaire for patients attending independent sector treatment centres.


Charitable Trusts

We have carried out several national surveys for charitable trusts including Mesothelioma UK and the British Lung Foundation.


Independent Sector

We also survey patients who have received care from independent healthcare providers.