Commissioning Complaints

Patient Experience

Our team is led by an expert NHS patient experience manager and provides benchmarking of provider complaints information, review and analysis of national patient surveys and benchmarking reports of national effectiveness audits.


  • Development of the provider complaints dashboard benchmarking across providers to identify issues
  • Support to CCGs and other stakeholders to develop the patient experience framework
  • Analysis and provider benchmarking of patient experience data, NHS Choices, patient opinion, friends and family test data identifying any trend and themes
  • Triangulation of patient experience data across providers in a dashboard for Francis recommendations
  • Review and report on national clinical audits, PROMS and NHS Outcome frameworks domains around effectiveness
  • Report on all national surveys including a breakdown of the trust performance compared with their providers results and benchmarked against other similar providers