XM Knowledge Base
NHS + Qualtrics
How an NHS Trust improves the working lives of people who save lives
Imperial NHS achieved
70%
their highest ever staff promoter score
Improved care reported in the patient surveys
80%
of staff are now classed as engaged at work
Overview
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.
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.
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
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
ENAGAGEMENT AND TALENT LEAD
With Qualtrics, we’re improving the working lives of the people who save lives.
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.
www.nhs.ukIndustry
Healthcare
Region
Europe
Company Size
Large
Business Type
Public sector