24th March 2025
Empowering Patient Voices in NHS Wales
NHS Wales is transforming patient care by moving from paper-based feedback to a dynamic, real-time digital solution with the Civica Experience platform. This bilingual system allows patients and service users to share their experiences through multiple channels—including SMS, IVR, and QR codes—ensuring compliance with the Welsh Language Standard.
Key achievements include:
An 85% overall increase in feedback and a 205% surge in responses collected in Welsh
Consistent deployment across all 10 Health Bodies, supporting a national, unified approach
Enhanced data analysis that drives quality assurance, service design improvements, and continuous learning.
By integrating targeted surveys and real-time analytics, Civica Experience empowers NHS Wales to listen closely to patient voices, ultimately shaping better healthcare services across the country.