Case Study: Somerset NHS Foundation Trust improves colleague feedback and communication with WorkInConfidence

Somerset NHS Foundation Trust's improvements start with listening

Somerset NHS Foundation Trust, an NHS trust serving more than 9,000 colleagues across community, mental health, learning disabilities and acute hospital services, wanted to improve how staff could share feedback and concerns. With an existing Freedom to Speak Up Guardian Service in place, the trust needed additional digital channels to move away from paper forms and unrecorded calls while meeting IT governance and GDPR requirements. WorkInConfidence was chosen to help provide a more accessible, secure way to capture employee feedback.

WorkInConfidence implemented a cloud-based digital employee engagement platform, adding email as a feedback channel and supporting the trust with launch planning, communications materials and survey tools. The survey module was introduced alongside training for users, enabling GDPR-compliant feedback collection. As a result, feedback and concerns nearly doubled, the anonymous email channel became the main way colleagues raised issues, and the trust gained a simpler, more widely used system that complemented its Freedom to Speak Up service.

Somerset NHS Foundation Trust

Tash Khan-Davis

Leadership and Organisational Development Lead