Datix provides patient feedback intelligence to support clinical commissioning groups
Staffordshire and Lancashire Commissioning Support Unit deploys Datix Incidents, Complaints, Hotspots and Dashboards modules
Staffordshire and Lancashire Commissioning Support Unit (SLCSU) has deployed Datix patient safety software, installing Datix Incidents, Complaints, Hotspots and Dashboards modules to capture patient feedback as well as clinical data from GPs.
SLCSU is one of the largest CSUs in the country, serving 17 clinical commissioning groups (CCGs) across Staffordshire, Lancashire, Shropshire, Telford and Wrekin and Herefordshire. It is using the system to measure the performance of healthcare providers and pro-actively improve healthcare for 3.5 million residents in a patient-focused, pro-active manner.
Changes in the NHS landscape mean that patient feedback is playing a far greater role in commissioning decisions and the re-design of healthcare services
The advent of the new NHS clinical commissioning group structure, where GPs have greater choice and control over which healthcare providers are used, prompted SLCSU to invest in the latest web-based technology from Datix to create a comprehensive picture of patient feedback. It was decided to adopt a new customer relationship management model that would help NHS commissioners and providers respond directly to patient needs. This is known as SLCSU’s Model of Insight and Involvement project.
After setting up a 2,500-strong Public and Patient Involvement (PPI) Membership scheme to represent the vastly different healthcare needs of a socially diverse region, SLCSU looked to Datix to collate the information it received in complaint letters and amalgamate it with input from the PPI membership to identify a series of complaint types and patient feedback that could be traced back to specific service providers.
Lesley Goodburn, head of communications and engagement at Staffordshire and Lancashire Commissioning Support Unit, said: “We were aware of issues in different places coming from various sources but there was no way of collating all the evidence in one place. Using Datix we are able to bring together adverse event reporting, complaints handing along with all other types of patient experience feedback into one easy to use solution.”
When information is fed into Datix, the software automatically assigns and follows-up on specific actions to ensure improvements are made. In support of each of the nine CCGs involved entering its own data, Datix quickly analyses and collates the siloed information, picking up trends and highlighting special areas for improvement, even down to recurring incidents on individual hospital wards.
Today, nine CCGs – Cannock, East Staffordshire, Herefordshire, North Staffordshire, South East Staffordshire and Seisdon, Stafford and Surrounds, Stoke on Trent, Telford and Wrekin and Shropshire – have access to the system. Other external organisations such as local HealthWatch, mental health support groups and several local authorities are now interested in providing added intelligence into the project. In addition, 130 GP practices in Staffordshire have direct access to the system with plans to roll it out to over 100 additional practices in Staffordshire and seven CCGs and over 200 GP practices in Lancashire.
Our technology delivers quality and safety information that continuously improves the performance of healthcare providers by giving them the real-time data they need to review and alter services in a responsible and patient-centred way
Jonathan Hazan, chief executive of Datix, said: “Changes in the NHS landscape mean that patient feedback is playing a far greater role in commissioning decisions and the redesign of healthcare services. For SLCSU, Datix has become the agent of change for healthcare services in the region and is critical to supporting the Model of Insight project. Our technology delivers quality and safety information that continuously improves the performance of healthcare providers by giving them the real-time data they need to review and alter services in a responsible and patient-centred way.”
