Case Study: Salisbury Plain PCN strengthens Freedom to Speak Up feedback with WorkInConfidence

Salisbury Plain PCN 'Guards its Guardian' with a technology safety net

Salisbury Plain PCN, the first primary care network to adopt the Freedom to Speak Up Guardian concept, was managing feedback and cases through paper forms, email, and phone messages. As the role became central to its culture, the PCN needed a simpler, more efficient way to capture, record, and respond to feedback without alienating staff who were less comfortable with technology. WorkInConfidence provided the platform and supporting infrastructure to help meet those needs.

With WorkInConfidence, Salisbury Plain PCN extended feedback channels, improved quality assurance, strengthened record keeping, and created better segregation of responsibility with backup processes. The system also kept all records after cases were closed and put feedback and cases in one accessible place. In the four months after implementation, WorkInConfidence helped Salisbury Plain PCN re-launch its Freedom to Speak Up Guardian programme as a more holistic feedback solution with greater transparency and oversight, giving the team a stronger sense that everyone had a voice.

Salisbury Plain PCN

Anna Morton

PCN Manager