Case Study: North East Ambulance Service NHS Trust triples patient feedback and improves patient experience with Civica Experience (Civica)

Civica Experience helps North East Ambulance Service improve patient experiences across range of services

North East Ambulance Service NHS Trust, which provides emergency 999, scheduled care, NHS 111 and resilience services across the North East, needed a better way to capture timely, accessible patient feedback to prioritise risks and drive service improvements. In 2020 the Trust partnered with Civica and deployed Civica Experience to collect and analyse real‑time patient feedback across multiple service lines.

Civica implemented multi‑channel, mobile‑friendly surveys (web, SMS, app and postal), automated distribution (around 500 SMS and 125 paper surveys per week), and sentiment‑analysis dashboards with self‑serve reporting. As a result, Civica helped the Trust achieve a three‑fold increase in response rates, collect over 9,200 responses in 2021–22 (over 10,400 the year before), reduce data processing time and drive changes such as improved vehicle seating and targeted staffing adjustments based on real‑time insights.

North East Ambulance Service NHS Trust

Mark Johns

Engagement, Diversity and Inclusion Manager