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Changes in the NHS landscape mean that patient feedback is playing a far greater role in commissioning decisions

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 General Practitioners (GPs). SLCSU is one of the largest CSUs in the country, serving seventeen Clinical Commissioning Groups (CCGs) across Staffordshire, Lancashire, Shropshire, Telford and Wrekin and Herefordshire, and is using the system to measure the performance of healthcare providers and proactively improve healthcare for 3.5 million residents in a patient-focused, proactive manner.

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 commented, “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 7 CCGs and over 200 GP practices in Lancashire.

Jonathan Hazan, Chief Executive of Datix, concluded, “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. 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.”


About Staffordshire and Lancashire Commissioning Support Unit

Staffordshire and Lancashire Commissioning Support Unit (SLCSU) is one of the largest in the country offering the best professional advice to Clinical Commissioning Groups (CCGs) to support improved commissioning decisions that will lead to better patient care in a manner which is affordable.

With a clear vision and set of values we support customer across a wide range of geographical and diverse areas in Staffordshire, Lancashire, Shropshire, Telford and Wrekin and Herefordshire. Collectively the population that we are supporting is 3.5 million with our customers holding a total budget of £780 million.

It is ultimately our staff that will make the difference and we have brought together specialist teams who collectively work together sharing their experience and skills focusing on finding solutions for our customers.

An integral part of our partnership and supporting role is to help the NHS in local areas to deliver on the quality, innovation, productivity and prevention programme.

We will work with our customers to create more sophisticated commissioning for transformation enabling them to commission integrated care where there is focus on prevention, using the right mix of both community and acute services.

At the same time we are building a culture of business excellence which will allow us to grow and pass on our knowledge to our customers and respond to their evolving needs.

For more information, please visit:

About Datix

Datix has been a pioneer in the field of patient safety since 1986 and is today the leading supplier of software for patient safety, risk management, incident and adverse event reporting. Datix aims to help healthcare organisations build a culture and practice that drives excellence in patient safety. It recruits and retains people committed to the healthcare sector and continually invests in its software and services to ensure that it integrates best practice and learning.

Datix is focused on the health and social care sector. Its customers include public and private hospitals, primary care providers, GP surgeries, mental health and ambulance service providers. Its clients also include organisations delivering care home and domiciliary care services. Within the UK this includes more than 75% of the National Health Service. Internationally the Datix client base is growing rapidly and includes large scale deployments in Canada and the USA as well as clients in Europe, Australia and the Middle East.

Datix is headquartered in London, United Kingdom. To learn more, visit or call +44 (0)20 8971 1971

For further information please contact:

Mary Phillips/Andreina West
PR Artistry Limited
Tel: +44 (0)1491 639500

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