Established over a century ago in 1901, G4S is a facilities company well-known around the world. Here in the UK, in cooperation with the NHS, G4S provides patient transportation services throughout the Kent and Medway regions of the United Kingdom.
“Since using Ombea, we have halved the number of patient complaints we receive...”
Debbie Fassam, Relationship Manager, G4S Patient Services
As part of this contract, G4S must demonstrate they meet specific excellence criteria. One of these criteria is to ensure that at least 20% of patients give feedback on the service. If G4S fails to meet the 20% threshold, their budget is at risk.
Prior to Ombea, G4S used a website survey, as well as Google Forms. They found both too difficult to administer and, critically, they only managed to capture feedback from 12% of patients.
To help meet the 20% feedback threshold and improve their service, G4S turned to Ombea. They chose the Ombea Insights Anywhere module to capture actionable patient feedback in real-time.
G4S integrated Ombea Anywhere with their own patient communication systems, allowing every patient to receive an Ombea survey by SMS after every journey.
Through Ombea, patients can quickly indicate their satisfaction using a simple smiley-faced question and provide further detail through short sentences. G4S administrators can immediately see this feedback and address any negative issues by contacting the appropriate teams using Ombea's live alerts.
As a result of using Ombea, G4S has seen a significant improvement in their service. They are well on their way to achieving the 20% feedback threshold, and the 'live' nature of Ombea allows them to deal with feedback in real-time, nip problems in the bud, and share positive feedback across their team.
Ombea's data also contributes to Care Quality Commission (CQC) reports. The CQC monitors, inspects, and regulates health and social care services in England and have been impressed by G4S's approach with Ombea. Further, the NHS Integrated Care Board (ICB) has taken note of G4S's innovative use of Ombea here, recognising the potential of this approach to revolutionise healthcare service delivery, benefiting both patients and providers
The most significant result is also the most meaningful to the patients themselves: Ombea’s alerts feature informs G4S whenever patients would like something improved. By attending to these problems immediately, and keeping patients informed as they go, G4S has halved the number of complaints since using Ombea.
