Case Study: Imperial College Healthcare NHS Trust improves staff engagement and patient experience with Qualtrics

How an NHS Trust improves the working lives of people who save lives

Imperial College Healthcare NHS Trust, a large NHS provider serving nearly two million people across five hospitals in north west London, faced low employee engagement, staff shortages, and widespread skepticism about feedback because years of input had not led to action. The trust turned to Qualtrics and its experience management platform, including Qualtrics iQ, to better understand staff concerns and improve the working lives of its 11,000 employees.

Qualtrics helped Imperial NHS launch its “Our Voice, Our Trust” program, using text analytics, key driver analysis, and role-based dashboards to turn feedback into clear actions for managers. As a result, the trust reported its highest ever staff promoter score at 70%, 80% of staff classified as engaged at work, and improved patient survey results, including more patients recommending the trust as a place for treatment.

Imperial College Healthcare NHS Trust

Nathaniel Johnson

Enagagement And Talent Lead