Patients and visitors : Measuring patient experience

Your feedback is valuable to us as it can help us celebrate good work and make improvements in the areas that matter to you.
We have been working with iWantGreatCare (iWGC) to collect patient feedback since December 2020.

iWGC is an independent and secure website designed to make it easy for patients, parents, and carers to provide anonymous feedback on their care experiences.

Each of our services has a unique QR code and web link that can be used to get directly to the form concerning their team.

Alternatively, you can go to the page for our organisation and enter the four-digit code you may have been provided with, or you can use the search tool to find the service.

Your feedback will appear on the website within days and will be used by us to learn what’s important to you and to make improvements for future service users.

You can also submit feedback using the kiosks that are available in some of our services, or you can ask during your visit for a paper form.

• Provide feedback via the IWGC website

From December 2020 to June 2025, we collected over 92,000 responses from service users, with 95% being positive.
Here are just a few examples of changes we’ve made following feedback from service users:

You said: There’s a lack of clear communication from therapists.

We did: We created a training programme to improve how policies and therapy expectations are communicated and make sure therapists are aware of the importance of effective and clear communication.

You said: Please make sanitary products available in bathrooms.

We did: Free sanitary products are now available in all service user bathrooms.

You said: Some patients feel anxious about not knowing what to expect at initial appointments.

We did: The service created a booklet with details of what to expect when visiting for an appointment, including car parking, accessibility features, and what the rooms and building look like. Boards with clinician photos in waiting areas are also kept up to date.

You said: Food choices are limited. More ethnically appropriate food choices are needed.

We did: Our Estates and Facilities team have developed an electronic menu booklet which includes a variety of dietary options and more diversity of meal choices.

You said: The visiting times are awkward

We did: We no longer have fixed visiting times and instead allow visiting to take place from 10am to 8pm. If these hours aren’t suitable, visitors can speak to staff about arranging a different time.

More patient experience reports