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Healthcare | Measuring patient expectations

Growth Needs Assessment

Journey4 were appointed by the Leeds Teaching Hospital Trust (LTHT) to measure patient expectations and experience of the hospital and to identify where the experience could be improved to drive a better Friends and Family (NPS) score.

The Trust is one of the biggest NHS trusts in the country, with over 14,000 employees working across seven hospital sites. We were instructed by LTHT to help them deliver their ‘Vision’ of a hospital of choice for patients and staff.  The LTHT Executive wished to create the conditions to support a positive patient experience that met patient expectations.

Our Approach

The challenge was to actively transform services, based on the need to adopt a more ‘customer-focused’ approach to service design and development. Working with our research and insights partner, The Buzzz, we started by defining and measuring how employee experience impacted on customer (patient) experience as part of their vision to create a hospital of choice for patients and staff. 

We developed the PatientServTM methodology, which was based on proven service satisfaction dimensions used in organisation such as Microsoft and Virgin Atlantic and tailored for the NHS. The focus was on service delivery across a wide number of patient touchpoints, proving a powerful insight into the drivers for patient satisfaction.

PatientServTM developed into a highly effective Patient experience diagnostic tool for NHS management, identifying the most important improvement areas, helping management prioritise actions.

Impact of our work

PatientServTM provided LTHT with actionable insight to improve patient experience and set public expectations. It provided the following benefits:

  • Actionable insight for service improvements
  • Enabling reputation management by demonstrating the quality of service to patients
  • Guiding investment decisions to optimise effectiveness and efficiency
  • Ensuring staff focus on what really matters to patients
  • This fed into the overall strategic goal to create a hospital of choice for patients and staff