Good experiences and good health outcomes that patients help to define

If you’re a health system administrator, hospital manager, health care professional or any other stakeholder in the health care system wishing to scientifically measure, learn from and use patient experience and patient-reported outcomes, talk to us.


Putting Patients’ Needs First

That no matter what anyone else says, good health care is ultimately defined by patients because it has to meet their needs:

A longer and a better life. Alleviation of physical and mental suffering caused by disease. Physical and mental wellbeing enabling the fullest possible participation in life – at work, at play, and with our families.

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To achieve these goals, technical processes of medical care must be designed right and go right, and the care has to be affordable and accessible. But in complex, modern health care systems, with lots of data, clinical and financial measures of care appear to neglect the truth about why these systems exist, who they serve and what they look like when they work well.

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Our Service Offering

Over recent years, the ability to affordably and conveniently measure, learn and benefit from patient experience – symptom burden, functional capacity, quality of life – has matured, thanks to validated measures and information technology in the hands of people who know how and why to use them.

Voice of the Patient is designed to help our clients measure what patients care about, enabling new kinds of assessments and improvement of quality and value that are increasingly important to health professionals and health care organisations.


Surgery is at least half of what a health system does (and pays for). Patients undergoing elective (non-emergency) surgery should, for example, have their pain relieved (e.g. spinal surgery, joint replacement) or their vision improved (e.g. cataract operations).

In some cases, surgery may not reduce symptoms (e.g. prostate cancer), but adverse consequences

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(e.g. incontinence, impotence) have to be minimised. Voice of the Patient enables measurement of symptoms and quality of life before and after surgery, reporting results individually or in aggregate. For use in benchmarking, care improvement initiatives, value-based contracting, and other important system level activities.

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Clinical trials of new medicines increasingly require patient-reported outcomes to be measured, as primary or secondary outcomes that are meaningful and increasingly required by regulators. Voice of the Patient can supply the platform for measuring these outcomes. Ask about our prototype post-marketing pharmaco-vigilance system.


Maternity and childbirth ought to be among the most meaningful and satisfying events in a mother and a family’s life.

Unfortunately, childbirth is also an area of high medico-legal risk that has become stressful for professionals and organisation and necessarily a focus of efforts to improve process and avoid catastrophic outcomes.

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Voice of the Patient’s childbirth PROMs focus on maternal patient needs for kind and respectful care, birth choices that match preferences and needs, and unique aspects such as breast-feeding, and post-partum depression. These outcomes correlate well with safety and process reliability that reduce the risk of severe adverse clinical outcomes for mother and baby.

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Procedures and hospital care dominate our healthcare system but the chronic illness that drives much hospitalisation and specialty care, and the preventive care that could reduce it are the responsibility of family medicine (general practitioners), the bedrock of health care systems yet often under-resourced, even marginalised.

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Current medical aid “GP profiles” examine utilisation over which GPs have influence but miss key elements of quality and value that differentiate high performance general practices. VoP’s primary care instruments uses survey items that capture the experience of patients with access and coordination of care, and primary care aspects rarely captured yet responsible for effects on population health, equity, quality, and sustainable expenditures. These include: accessibility, comprehensiveness, integration, coordination, relationship, advocacy, family and community context, goal-oriented care, and disease, illness, and prevention management (

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VoPs core hospital experience surveys use international standard item sets, with robust patient mix adjustment, to enable comparison and benchmarking for network formation and value-based contracting.

These high stake decisions ideally occur in a context of collaborative and transparent measurement for improvement.

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VoPs core hospital experience surveys use international standard item sets, with robust patient mix adjustment, to enable comparison and benchmarking for network formation and value-based contracting. These high stake decisions ideally occur in a context of collaborative and transparent measurement for improvement. Hospitals need flexibility to add items representing process elements they are working on, driven by professional teams of doctors, nurses, managers and other professionals. Medical schemes who see hospital groups continually working in this way, with data to guide improvement, know that this is strong evidence of a high performance system to be used alongside other key metrics.

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Cancer patients often experience a large symptom burden from both disease and treatment. Among the most important recent research findings in oncology is the increase in survival that can result from a focus on patient-reported outcomes.

Measuring PROMs on the VoP platform offers health care systems a way to see early change

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that represent the need for treatment or a change in treatment. Outcomes of cancer treatment are among the best examples of the need to measure quality of life not just technical measures of health care quality. Increased progression free survival with most days spent in hospital enduring the side-effects of chemotherapy is not usually an outcome valued by patients.

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VoP is designed for convenient patient access.



VoP is designed for convenient patient access, primarily cell-phone based. Simple language, intuitive user interfaces, short survey item sets. Timing and reminders are set to drive response rates to where non-response bias is minimised. Items are offered in English but translation is possible. Limitations are understood and accounted for, including the challenges faced by the frail, disabled and elderly.

The most important marker of success in the use of VoP and PROMs is the extent to which the data collected from patients is understood by patients to be used to improve their care and the care of others in the system. We help you communicate this and create a context in which taking action on measurement can occur.


The VoP

The client experience starts with understanding your needs. Talk to us about how the VoP offering can be tailored to meet your needs for measurement for improvement or accountability, to specific health conditions or a population health focus.

VoP comes with regular and ad hoc reporting, and a dashboard constructed once the introductory assessment period is complete. Pricing is flexible and may be based on volume or fixed.

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