Commissioner or from a PCT? you need this page

Whether you are an NHS Trust, independent sector provider, dental-practice, pharmacy or nursing home, iWantGreatCare is the modern, effective way to ensure you have total, real-time understanding of your user experience.

• Market your services in a way that wins new business from individual patients and commissioners of care
• Continuously increase quality, by understanding where improvements can be made
• Increase staff-morale and productivity

Combining world-class, innovative technology with complete focus on the needs of healthcare providers, our proven methodology gives partners a powerful advantage.

Why leaders use iWantGreatCare?

• Accurately identify areas of waste to bring your costs down
• Rapidly use patient experince to drive service quality
• Attract more patients for revenue growth
• Improve staff productivity and satisfaction
• Innovative technology delivers organisational efficiency

benefits to acute trusts

benefits to independent providers

benefits to dentists

benefits to pharmacists

benefits to nursing homes

How does it work?

iWantGreatCare uses a Future-Engage-Deliver methodology to implement patient experience in healthcare organisations. FUTURE is where iWantGreatCare builds a capability and capacity for patient experience by sharing the evidence base and gaining a deep understanding of the factors within the healthcare organisation that will constrain and enable great patient experience. ENGAGE comprises robust clinical, media and patient engagement campaigns to ensure that all the stakeholders who matter are aligned to deliver a great result. DELIVER is where data collection starts with real-time reporting of these data to key individuals and top management (Board to Ward). A high quality account management function then works continuously with front line staff and management to adopt the behaviours necessary to improve patient experience and thus increase quality of care.

How do you get iWantGreatCare into your organisation?

To find out how iWantGreatCare can rapidly deliver results for your organisation please call, or e-mail Michael Barker, Marketing Director Tel: +44 7595 444 850, e-mail Michael.barker@iwantgreatcare.org

Benefits to Acute Trust Providers

• Increased utilisation - identifying the waste
  Waste, or blockages in service provision cost time and money. Using real-time, and continuous patient experience allows providers to better identify inefficiencies in patient flows (the low quality systems) and make active efforts to unblock these flows to improve experience and enhance utilisation in service areas.
• Increased revenues - leveraging increased utilisation of services
  By unblocking flow processes that patients are saying are wasteful and slow, and by increasing utilisation in these service areas, increased revenues generated from these improvements can be realised.
• Increase the productivity of staff
  Patient experience is aligned with the quality and productivity agenda (QIPP) in healthcare. True leaders understand that as quality of care goes up so does staff satisfaction, therefore absenteeism decreases and productivity increases. Happy patients means happy staff. iWantGreatCare’s methodology also requires minimal staff interaction with the system – staff do not have to learn how to operate a new system and are thus not distracted from delivering care
• Improved Contract management –better provider/payer relationship
  By sharing the patient experience data collected with each other, and by increased transparency between providers and payers, relationships can be fostered which enable better contract management. For NHS providers in particular, iWantGreatCare can offer a CQUIN framework standard for patient experience that is meaningful, appropriate and aligned to financial returns
• Increased competitive advantage – growth from brand building
  Shared ‘user-generated’ content will inform patient choice and patients will choose the organisation whose ratings they see are highest for quality. iWantGreatCare also complements Care Quality Commission ratings which healthcare organisations can leverage. Showing the commitment that the provider has to actively improving patient and carer experiences can be used to great effect.

Benefits to Independent Providers

• Increased utilisation - identifying the waste
  Waste, or blockages in service provision cost time and money. Using real-time, and continuous patient experience allows independent sector providers to better identify inefficiencies in patient flows (the low quality systems) and make active efforts to unblock these flows to improve experience and enhance utilisation in service areas
• Increased revenues - leveraging increased utilisation of services
  By unblocking flow processes that patients are saying are wasteful and slow, and by increasing utilisation in these service areas, increased revenues generated from these improvements can be realised
• Increase the productivity of staff
  Patient experience is aligned with the new quality and productivity agenda in healthcare. True leaders understand that as quality of care goes up so does staff satisfaction, therefore absenteeism decreases and productivity increases. iWantGreatCare’s methodology also requires minimal staff interaction with the system – staff do not have to learn how to operate a new system and are thus not distracted from delivering care
• Improved Contract management – better provider/payer relationship
  By sharing the patient experience data collected with each other, and by increased transparency between providers and payers (NHS and private insurance), relationships can be fostered which enable better contract management
• Increased competitive advantage – growth from brand building
  User-generated content will inform patient choice and patients will choose the organisation whose ratings they see are highest for quality. iWantGreatCare gives independent sector providers the information they need to support marketing and sales campaigns to build brands and create value. iWantGreatCare also complements Care Quality Commission ratings which healthcare organisations can leverage

Benefits to Dentists

• Increased competitive advantage – growth from brand building
  A crowded dental market makes patient choice difficult. Shared ‘user-generated’ content from iWantGreatCare will inform patient choice and patients will choose the organisation whose ratings they see are highest for quality. Showing the commitment that your practice has to actively improving patient experience can be a powerful lever to increase competitive advantage. iWantGreatCare also complements more centrally driven assessments e.g. Care Quality Commission scores, with more immediate information on quality.
• Increased revenues for practices - leveraging increased brand value
  Increased brand strength comes from patients sourcing independent reviews of experiences of others from your services. Sharing these reviews in marketing campaigns can directly increase patient numbers and revenues.
• Increase the productivity of staff
  Patient experience is aligned with the new quality and productivity agenda in healthcare. True leaders understand that as quality of care goes up so does staff satisfaction, therefore absenteeism decreases and productivity increases. Happy patients mean happy staff! iWantGreatCare’s methodology also requires minimal staff interaction with the system – staff do not have to learn how to operate a new system and are thus not distracted from delivering care
• Improved Contract management –better provider/payer relationship
  By sharing the patient experience data collected with each other, and by increased transparency between providers and payers, relationships can be fostered which enable better contract management. For dentists providing NHS services, iWantGreatCare can offer a CQUIN framework standard for patient experience that is meaningful, appropriate and aligned to financial returns.

Benefits to Pharmacists

• Brand Building and increased competitive advantage.
  Communicating your commitment to continuous quality and service improvement based on the actual experience of your patients, and the opinion of their families, will inform patient choice and patients will choose the organisation whose ratings they see are highest for quality. iWantGreatCare also complements Care Quality Commission ratings which pharmacies can leverage. iWantGreatCare offers you the information you need to support your marketing campaigns which position your pharmacy as totally focused on the needs and experiences of the end-user
• Increased revenues - leveraging increased utilisation of services
  Patient experience can be used to assess services that patients consider slow and which they would not choose to use. Unblocking flow processes that patients are saying are wasteful and slow, and by increasing utilisation in these service areas, or indeed innovating systems and processes that better meet the needs of patients, will result in increased revenues.
• Increased quality and productivity
  Patient experience is firmly aligned with the new quality and productivity agenda in healthcare. True leaders understand that as quality of care goes up so does staff satisfaction, therefore absenteeism decreases and productivity increases. Happy patients mean happy staff. iWantGreatCare’s methodology requires minimal staff interaction with the system – staff do not have to learn how to operate a new system and are thus not distracted from delivering care

Benefits to Nursing and Residential Home Providers

iWantGreatCare helps nursing and residential homes:

1. Provide independent, meaningful, comparative data to your prospective clients
2. Attract new business and grow revenues based on reviews from residents and their families
3. Build trusted content to ensure competitive advantage

This means:

• Increased occupancy
  Opinions of existing residents and their relatives are the most powerful influence on those choosing nursing and residential care; great feedback builds occupancy. Truly independent feedback and recommendations allows you to leverage this competitive advantage to be positioned as the provider of choice and to build long term, sustainable growth
• Care Quality Commission ratings
  It is clear that CQC ratings are a driver for those making choice on nursing homes and CQC poor ratings harm occupancy. iWantGreatCare user reviews and ratings complements CQC scores with immediate, user-generated assessments. Real-time user reviews and ratings allow early identification of key issues ahead of CQC assessment
• Brand building and market positioning
  Communicating your commitment to continuous quality and service improvement based on the actual experience of residents and the opinion of their families. iWantGreatCare gives you direct comparative data to directly inform competitive marketing strategies, e.g. allowing you to market yourself as "consistently rated in the top 5% of all nursing homes". iWantGreatCare is a highly effective way to meet the demands of PCT and local authority commissioners for continuous quality improvement and service transparency. iWantGreatCare reviews and ratings will position your organisation as totally focused on the needs and experiences of the end-user.
• Your staff
  iWantGreatCare is rapidly deployed, seamless to operate and requires no hardware or installation. There is thus minimal impact on time and resource of staff who are not distracted from providing care. Direct, continuous engagement of staff with user experience ratings builds team cohesion, productivity and pride, whilst decreasing staff turnover and absenteeism rates.