Patient Experience

MSB monitors patient satisfaction across 240 private and NHS hospitals in the UK, distributing and collecting more than 10,000 surveys every month.  We are one of very few consultancies on both the NHS and PHIN lists of approved providers of patient satisfaction research.

We offer the following approaches to patient experience research:​​

Patient Satisfaction Monitoring

Our user-friendly surveys, which can be done on paper or online, encourages a high response rate from patients.  We offer clients an online portal which enables them to view results in real-time and to analyse the data to a high level of detail.  MSB also provides a helpline for patients to call if they require assistance in order to complete the survey.

Family & Friends Test

MSB has extensive experience of implementing affordable ‘family and friends’ research, and following up the research with actionable recommendations.

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.

Culture & Performance Audits

In-depth research focusing on a single hospital or Trust which is concerned about its performance.  We use face-to-face interviews with patients, clinicians, managers and other hospital staff to assess and improve patient satisfaction, employee engagement and patient loyalty.

Case Studies

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Testimonials

"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