CIVICA is a new patient feedback system that allows Cwm Taf Morgannwg University Health Board (CTM UHB) to engage with our community, to understand how the services we are providing are working and to listen, learn and act upon how you, the public, say we need to improve our services to provide a better experience for you.
This new system will provide the data the Health Board needs to identify any issues and to better understand a patient’s journey through our services, alongside those of their family and carers.
There are many ways for patients to share feedback including:
What will I be asked?
CIVICA takes into account many aspects of a patient’s experience, such as: Were they listened to? Were they treated with dignity and respect? Were they treated and seen in a clean and safe environment? Were they involved as much as they wanted to be in decisions about their care and treatment? Were they given the opportunity to speak in Welsh etc.
This system is a key development for CTM UHB as it will enable staff to view feedback specifically for their ward /department, enabling them to make improvements in that area.
The CIVICA system has recently been tested with several patient experience surveys across many user groups, which includes maternity, paediatrics and heart failure.
The patient experience team have explained: “The CIVICA platform is proving to be a great success and we are receiving a great deal of interest from many service user groups and patients alike.
“We are looking forward to seeing the data over the next few months and start identifying where we can make further improvements as a Health Board to enable us to provide the best possible patient experience to our community in Cwm Taf Morgannwg.”