Driving innovation by listening and responding

NHS services with a difference

At the heart of our service innovation sit the people we serve. By listening to and responding to what they tell us about our services, we are able to tailor our NHS services to suit their needs.

What have we done to improve our services?

We now provide:

  • Care closer to home – making the vision of ‘high quality care for all’ a reality with community services including dermatology, musculoskeletal (MSK) ophthalmology, gynaecology, urology, Deep Vein Thrombosis (DVT) and diagnostics provision.
  • One-stop shops – reducing the number of visits (good for people using the service, driving efficiency and saving Primary Care Trusts money) through our gynaecology, dermatology, ophthalmology urology services.
  • Out of hours services – one contractor, working in partnership with the acute trust, ambulance service, social services, provider arm and the local hospice to provide a truly integrated service
  • Teesside sexual health service – drawing together the service provision of two hospitals, three community services, pharmacies, GPs and voluntary/third sector providers

In 2011 our innovation led to financial savings for the NHS of approximately £5m. This equates to an efficiency saving of 15%.

How have we improved our services?

Our secret weapon is our token box system that allows people to tell us what they think of our services – which we developed by responding to an idea suggested by someone using one of our services.

During each consultation or appointment people are given a token which they post into a slot numbered one to ten based on how likely they are to recommend the service to friends and family based on the service they have received. The feedback from the boxes allows us to calculate our Net Promoter Score (NPS) to tell us how we are performing.

Since introducing our token box collection system, over 40% of those using our services have told us what they thought about our services (in the 12 months from February 2011 to January 2012 that was over 130,000 service users). It’s enabled us to begin to have a conversation with those who use our services and respond quickly to what they tell us.


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