Opportunity Our client wanted more detailed insight into the level of service delivered to patients by its 240 private hospitals, including the top 10 healthcare provider groups in the UK.
Approach MSB developed a truly 'patient-led' survey that is succinct, user-friendly and encourages a high response rate. The survey is sent both to patients’ home address and via email for completion online. MSB captures over 1,000 surveys every month and analyses hospital performance across the UK to enable BUPA to understand the level of service delivered by each of its providers.
MSB also created a leading-edge online portal that allows our client to see patient satisfaction results in real-time and to analyse data to a far deeper level than our competitors’ software. As always, we provide our client with not just the data, but also with expert analysis and practical recommendations to drive up standards in its hospitals.
Impact Such is the quality and reliability of our analysis and reporting, a number of hospitals now rely on our survey as their sole tool for internal performance measurement. BUPA uses MSB's reports to underpin decision-making across the group, including within the marketing, governance and clinical teams.
"Bupa Health and Wellbeing have enjoyed working with you over the last year. You bring experience and gravitas, to a very important yet challenging survey of our patient's hospital experience."
- Head of Research, Customer & Healthcare Insight, Bupa