Building an evidence base for quality
How Peacocks Medical Group replaced paper-based feedback with continuous patient insight — creating a trusted evidence base used in NHS contract reviews, quality management, and clinical oversight.
90%+ patient satisfaction, consistently
5 years of continuous data
Quarterly contract review cycle
THE CHALLENGE
Patient feedback was valuable. Demonstrating it consistently was harder.
Peacocks Medical Group delivers orthotics services across multiple NHS trusts, prescribing, fitting, and managing medical devices that support mobility, comfort, and long-term clinical outcomes.
Patient feedback forms an important part of that service. It is routinely reviewed with NHS trust partners and contributes to ongoing contract management, quality assurance, and performance discussions.
For many years, the organisation relied on paper questionnaires distributed after appointments. The feedback itself was valuable, but transforming responses into something that could be reviewed, analysed, and presented required considerable manual effort.
Responses arrived slowly. Data had to be entered manually. Reporting often became a retrospective exercise rather than a current view of patient experience.
The challenge was not collecting feedback.
It was creating a reliable evidence base that could support clinical oversight, contract management, and quality improvement across multiple NHS contracts simultaneously.
WHAT CHANGED
11 kiosks across NHS sites
From paper returns to continuous visibility
Peacocks Medical Group began working with ViewPoint in 2021, deploying kiosks across NHS clinical locations to create a more consistent approach to patient feedback collection.
The surveys focus on the areas most relevant to orthotics services:
– whether patients received appropriate information about their prescribed device
– whether the device is comfortable
– whether they are achieving their medical goals
– overall satisfaction with the service
One question carries particular clinical significance.
For patients using orthotic devices, comfort is not simply a matter of preference. A device that does not fit comfortably can create challenges with patient adherence to wearing it, which can in turn impact the required medical outcomes.
Having visibility of comfort levels across multiple locations provides an additional layer of assurance alongside its value as a patient experience measure.
Each NHS trust site is provided with access to its own live dashboard, allowing teams to review performance whenever they choose rather than waiting for formal reporting cycles.
The same data now feeds into monthly commercial reviews, quarterly contract meetings with trust partners, and six-monthly quality management reviews across the organisation.
What was once a reporting process became an ongoing source of operational and clinical evidence.
“We used to have someone sit down and type in all the responses. Now we pull the data, run it through our reporting, and present it to the trust partners. It’s become routine, which probably says a lot about how embedded it is — but the ability to evidence quality this consistently is something we don’t take lightly.”
RESULTS
Building confidence through consistency
Since deployment, patient satisfaction scores have remained above 90% across most measures.
The scores themselves are reassuring. The greater value lies in the consistency behind them.
Several years of uninterrupted data now allow Peacocks Medical Group to demonstrate a sustained pattern of patient experience across multiple NHS contracts and clinical sites. Rather than relying on isolated snapshots or periodic surveys, the organisation can point to a continuous body of evidence gathered over time.
That consistency changes the nature of conversations with NHS partners.
Performance discussions can be grounded in current, longitudinal data rather than retrospective reporting, creating greater confidence in both the service being delivered and the evidence supporting it.
For Peacocks, feedback has evolved from a contractual requirement into a trusted measure of quality that supports decision-making across the business.
Transparency beyond the quarterly review
Giving NHS partners ongoing visibility
One of the less obvious benefits has been the visibility now available to NHS trust partners themselves.
Many healthcare organisations continue to rely on paper-based feedback processes, meaning patient experience data may only be reviewed periodically or during formal reporting cycles.
By providing trust partners with direct access to live dashboards, Peacocks Medical Group has created a more transparent approach to patient experience reporting.
Trust teams can view current satisfaction data whenever they need it, creating a shared view of performance between provider and commissioner throughout the life of a contract.
Rather than waiting for the next review meeting, both organisations are working from the same evidence base.
“Many Trusts we work with still rely on paper. They just don’t see results. For us to be able to show them patient satisfaction on a regular, ongoing basis — that’s genuinely valuable to them.”
Creating a transparent approach to patient experience reporting.
WHAT'S NEXT
Extending reach while maintaining consistency
Peacocks Medical Group is exploring QR-based feedback cards as a complementary channel to its existing kiosks, helping capture feedback from patients whose appointments take place away from kiosk locations.
The organisation is also evaluating how ViewPoint’s AI-powered analysis tools could support and streamline the reporting processes already used within contract management and quality reviews.
More than five years after deployment, feedback has become embedded within how the organisation demonstrates quality, manages performance, and works with NHS trust partners.
What began as a replacement for paper surveys has evolved into something more valuable: a consistent, trusted evidence base that supports transparency, accountability, and confidence across every stage of the contract.
Staying in Control Across Every Site
Live visibility across every location. Identify risk early. Benchmark performance. Act with confidence
