How an NHS Trust improves the working lives of people who save lives

Employing 11,000 people across 5 hospitals, Imperial College HealthcareNHS Trust was ranked in the bottom 20% of Trusts nationally when it came to employee engagement. They faced major staff shortages and employees had lost faith in its feedback process, fatigued by years of feedback that was never acted on.

With Qualtrics, we’re improving the working lives of the people who save lives.

NATHANIEL JOHNSON, ENAGAGEMENT AND TALENT LEAD

HOW IMPERIAL NHS CLOSED THE EXPERIENCE GAP

A NEW APPROACH TO ENGAGEMENT

Imperial NHS launched its new program, Our Voice, Our Trust with a commitment to turn feedback into actions.

DIGGING DEEPER INTO FEEDBACK

Using Qualtrics iQ, Imperial NHS is able to mine insights from open text feedback and perform key driver analysis to identify priority actions

TURNING INSIGHTS INTO ACTIONS

Through role-based dashboards, managers were given responsibility to act on team-level insights, helping to make more improvements faster.

IMPROVING THE PATIENT EXPERIENCE

Improvements in the employee experience have also been acknowledged by patients, with more patients now recommending Imperial NHS as a place to receive treatment.

By improving the experience for our staff, we’re also improving the experience for our patients and we’re already seeing improvements in our patient surveys and more positive patient feedback about our staff.

NATHANIEL JOHNSON, ENGAGEMENT AND TALENT LEAD

70%

their highest ever staff promoter score

+ 2

level increase in national league table

80%

of staff are now classed as engaged at work

Improved care reported in the patient surveys

WHY QUALTRICS?

DESIGNED TO DRIVE ACTION

Managers see team-level insights in real-time, giving them ownership of the employee experience

FAST AND FLEXIBLE

Qualtrics allows Imperial NHS to easily customise its question according to its priorities

DATA ANALYSIS MADE EASY

Powerful analytics engine allows them to dive deeper into feedback to surface insights

Imperial College Healthcare NHS Trust provides acute and specialist healthcare for a population of nearly two million people in north west London, and more beyond. They have five hospitals – Charing Cross, Hammersmith, Queen Charlotte’s & Chelsea, St Mary’s and The Western Eye – as well as a growing number of community services.