This article highlights three key communication factors that contributes to a programmes success. We have seen these factors play out again and again in successful programmes that make impact.

Learn how you can adopt this best practice into your own programme!

Respondents and staff should be informed of your programme and its purpose. This can ensure patients provide feedback and staff listen and respond accordingly.

People are more likely to respond when they expect a survey. To promote participation, implement a communication strategy that provides your patients with information about the programme and its benefits.

"They [service users] really, really need to know it’s coming because I don’t know about you but we’re very, very careful what we open and if this just appeared with no warning I wouldn’t open it." - Respondent

"You’ve got to feel that you’re going to benefit, and it’s really relevant to you, for you to have the interest to do it." - respondent

In turn, ensure your staff have a strong understanding of your organisation's programme and its importance. An internal communication plan should explain the programme's value and how you expect staff to engage. This can inspire and maintain engagement from staff both during the launch phase and beyond.

Patient communication

Staff communication

Note: You will need to be logged into your Cemplicity Reporting Portal to access these resources linked above.

If you need support in this, work with our customer success team to create a communication plan.

To drive action and improvement, the patient voice needs to be heard across your organisation. For this reason, it is important to regularly communicate key insights from the survey such as areas of success, areas of improvement and key learnings. Embed insights into day-to-day operations by creating alignment of areas to focus on and where to drive improvement.

Make sure to utilise our reporting poster templates to share insights with your team! This includes our popular 'Positive Patient Stories' report template.

Need some inspiration from the community on how others embed their respondent's voices? Then check out their stories below:

Make your patients feel like their voice truly matters and giving feedback is worth their time. Building value from the patient's perspective is important for maximising responses. One way to do this is showing you listen and act on feedback. Demonstrate how past patient feedback has led to change within your organisation.