Patient Voice

Recent developments, including the introduction of Martha's Law, have highlighted the vital role that effective complaints and escalation processes play in protecting patient safety and strengthening trust.

NHS staff are under increasing pressure to deliver compassionate, transparent, and timely responses, while balancing growing caseloads and complex compliance requirements.

Inconsistent systems and disconnected data can make it difficult and stressful to ensure that every complaint is resolved transparently and within mandated SLAs.

Patient Voice:

• Improves patient safety and experience by empowering faster, fairer, and more consistent responses, aligned with Martha's Rule principles.
• Increases staff efficiency and governance by automating intake, categorisation, and routing of complaints, freeing staff to focus on resolution.
• Provides clear audit trails and evidence for CQC, NHS Resolution, and ICS/ICB reporting.
• Enhances learning and continuous improvement by transforming complaints into actionable learning data for governance and safety teams.
• Delivers insight dashboards to identify themes, hotspots, and opportunities for improvement.

Patient Voice replaces confusing paper forms and inbox submissions with smart, accessible, digital forms that gently guide patients, families, or carers through the right pathway, whether that's PALS, a formal complaint, or a simple compliment.

Dynamic prompts adapt the forms based on the user's responses, ensuring that no information is missed and every case is correctly categorised.

The result? No more misdirected cases, fewer delays, and greater confidence that patient voices are being organised and categorised, ready for your team to address.

Once feedback is submitted, Patient Voice takes care of the rest. Each case is securely recorded and instantly routed to the correct team or staff member based on type, severity, and urgency.

Automated Red/Amber/Green triage ensures that high-priority or sensitive cases are flagged immediately for attention, while routine feedback is still handled efficiently.

By reducing manual sorting and data entry, Patient Voice eliminates bottlenecks and ensures that the right person sees the right case at the right time. Supporting timely, fair, and transparent resolution.

Managing complaints in a busy NHS environment can be complex and emotionally demanding. Patient Voice makes it simple and structured.

Customisable end-to-end workflows guide every case through intake, investigation, response, and closure, all tracked against mandated SLAs and compliance standards.

Automated reminders and notifications ensure that no case falls through the cracks, while full audit trails provide peace of mind for governance and regulatory reporting.

Whether you're managing ten cases or a thousand, Patient Voice gives teams visibility and control, reducing stress and empowering your staff.

Words matter. Patient Voice supports staff with tools that make it easier to communicate with empathy, clarity, and professionalism.

Staff can draft personalised responses within the secure portal, referencing key details from the case record. Optional AI-generated response suggestions help reduce the emotional burden of writing difficult replies. Please note that these are always reviewed and approved by staff before sending.

Behind every complaint lies a valuable insight. Patient Voice turns those insights into action.

Powerful real-time dashboards and analytics make it easy to track trends, monitor SLA performance, and identify recurring issues before they escalate.

Integrated with NHS tools like PowerBI, InPhase, and Datix, Patient Voice gives quality and governance teams a unified view of patient feedback across the Trust.

From Board-level reports to frontline improvement plans, Patient Voice empowers organisations to turn data into meaningful change, driving continuous improvement and safer, more responsive care.

Patient Voice offers optional AI assistance. It is designed to enhance staff capability, not replace it.

VerseOne's AI intelligently summarises and analyses incoming submissions, extracting the key issues, themes, and emotional sentiment behind each case. This helps staff quickly understand what matters most to patients and where urgent attention may be needed.

From there, the AI can draft personalised, empathetic response suggestions for staff to review and refine — saving valuable time on repetitive tasks while maintaining a compassionate, human-centred tone.

Beyond efficiency, AI insights help identify recurring patterns, emerging risks, and service improvement opportunities, giving Trusts deeper visibility into patient sentiment and experience.

Patient Voice streamlines how healthcare providers can manage, analyse, and act on patient feedback. By combining proven healthcare expertise with the configurable, purpose-built VerseOne DXP automation and integration platform and advanced analytics, it delivers consistent patient and customer feedback management and actionable insights that can drive measurable improvements in patient care. 

 

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