Case Study: Somerset Partnership NHS Trust achieves enhanced staff and patient engagement with QuestBack

Enhancing staff and patient Engagement with questback

Somerset Partnership NHS Foundation Trust, which provides community, mental health and learning disability services across Somerset, Dorset and the Isle of Wight with nearly 4,000 staff and over 1.1 million patient contacts a year, needed a better way to engage a widely dispersed workforce and gather patient feedback. At a time of rolling out a new organisational culture, the Trust’s priorities were to give staff a stronger voice, improve attraction and retention, and make it easier for patients to provide actionable feedback.

The Trust implemented Questback’s NHS Staff Community to centralise staff and patient feedback via targeted surveys (including Staff and Patient FFTs, Cultural Barometer pulses and lifecycle surveys), integrated with ESR for automated sampling. In under a year this delivered higher response rates and faster reporting, deeper insight into engagement, improved recruitment and retention, greater efficiency, better outcome measurement for stakeholders and a platform for future forums and collaboration.

Somerset Partnership NHS Trust

Nick Macklin

Director of People and Organisational Development