Case Study: University Hospitals of Derby and Burton NHS Foundation Trust achieves improved patient and family engagement and faster insights with Civica Experience by Civica

Civica Experience enables improved engagement with patients and families at University Hospitals of Derby and Burton NHS Foundation Trust

University Hospitals of Derby and Burton NHS Foundation Trust (UHDB) faced the challenge of capturing, analysing and reporting patient experience data across multiple sites after its 2018 merger, which left the organisation working with two separate legacy systems. In 2019 Civica was engaged to provide a consolidated solution, deploying its Civica Experience cloud SaaS platform to replace and integrate the Trust’s previous systems and streamline patient feedback collection.

Civica implemented Civica Experience with a bespoke iOS app, SMS integration, electronic and paper surveys, automated text analytics, real‑time dashboards, tailored reporting and alerting, and full user account setup. The platform delivered increased accessibility, deeper insights and faster access to data, supporting quality improvement while saving time and money on data collection and analysis; UHDB also received ongoing feature upgrades (including Action Manager v2) within 12 months at no extra charge, and reported markedly improved engagement and usability from staff.

University Hospitals of Derby and Burton NHS Foundation Trust

Sara Todd

Patient Experience Manager