Clever Together Lab

Clever Together offers an alternative approach to monitoring and measuring patient experience. Building on the notion of improved customer experience being the sum of managed expectations and improved service interactions, we combine real time patient and staff engagement within integrated service improvement programmes. In terms of managing the public's expectations of the NHS, we support the NHS to: Create rich patient stories, developing mature patient feedback and interaction mechanisms, from surveys, through on-line questionnaires to genuine, real time, clinical feedback and patient stories capture; Increase the public's knowledge of what the service offers - from service marketing to active, on-line patient management; Celebrate its successes in a targeted manner - shifting the public's perception of the services offered by the NHS. In terms of improving service interactions, we support the NHS to; Engage staff in the process of improving patient experiences - utilising open staff engagement to encourage behavioural change within the workforce; Encourage patient centric pathway redesign - working with citizens to co-design improved patient interactions and care pathways; Place the patient at the centre of organisational strategy and leadership behaviour - working with organisations to bring patient opinion and the workforce's view of service interactions to the centre of local health strategy. image description