MSB has provided consultancy and training services to healthcare organisations for 25 years. We are one of very few consultancies on both the NHS and PHIN list of approved providers of patient and employee satisfaction research.
MSB’s strong track record led to one of our Managing Directors being recruited to serve on the board of a Strategic Health Authority to advise on patient satisfaction and culture change.
We offer the following services in the healthcare sector both in the UK and overseas:
Patient Satisfaction Monitoring: MSB monitors patient satisfaction across 240 UK hospitals, distributing and collecting more than 10,000 surveys every month. Our user-friendly survey, which can be done on paper or online, encourages a high response rate from patients. We also offer clients an online portal which enables them to view results in real-time, and to analyse the patient data to a very high level of detail.
Family and Friends Test: MSB has extensive experience of implementing affordable Family and Friends-style research.
PROMS: Collecting and analysing the results of patient satisfaction surveys from those who have recently had hip or knee replacements, or surgery to treat hernias or varicose veins. This information is gathered using a paper-based questionnaire.
Patient Complaints: Analysis of patient complaints using a variety of techniques, including interviews with patients and clinicians. MSB used the results to design and deliver a training programme to help staff handle and reduce complaints.
Service Standards: Development of patient service standards for each point of contact with their healthcare provider. This was based on research into patient expectations and the best way to meet or beat those expectations.
Service Awards: Design of a recognition and reward scheme for a leading healthcare supplier in South Africa.
Healthcare Case Studies
Patient Satisfaction Survey
Patient Satisfaction Monitoring
Matron Leadership Development
Impact of Change Assessment
Patient Experience Research
Employee Engagement Research
"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
"MSB went to considerable
lengths to tailor their offering to the needs of the Trust. Feedback
from staff was extremely positive, and I would strongly recommend MSB as
a company that is keen to work with you towards a successful
conclusion” - Acting Chief Executive, Royal Orthopaedic Hospital
MSB Consultancy Winslow House, Ashurst Park, Church Lane, Sunninghill, Ascot, Berkshire, SL5 7ED, United Kingdom