Case Study: Cardiff and Vale University Health Board achieves real-time patient feedback and improved care with HappyOrNot

How Cardiff and Vale University Health Board Listens to Patients to Provide Better Care

Cardiff and Vale University Health Board, one of the largest NHS organisations in the UK, needed a faster, higher‑volume way to capture patient and staff feedback than their low‑response paper and online surveys. To gain real‑time insight and better target limited resources, they began using HappyOrNot’s Smiley Terminal in April 2017 to collect quick, anonymous feedback across hospitals, clinics and community services.

HappyOrNot’s Smiley Terminals gave the health board visual, real‑time data that teams review daily, weekly and monthly, enabling rapid identification and correction of problem areas (for example changing receptionist practice at a dental clinic and adding meet‑and‑greet volunteers on low‑scoring days). The result: higher response volumes, measurable improvements in patient satisfaction on targeted days, increased staff engagement, and feedback incorporated into board reports and annual quality statements to shape longer‑term service improvements.

Cardiff and Vale University Health Board

Angela Hughes

Assistant Director of Patient Experience