Picker Institute Europe is a not-for-profit organisation that makes patients' views count in healthcare. They build and use evidence to champion the best possible patient-centred care. Their Frequent Feedback Service provides patient experience data that is robust, reliable and ‘alive’. Using near real-time technologies, this extends to ‘right here, right now’ data collection, benchmarking and reporting at the point of care that engages the attention of staff, managers and commissioners.

When the service was being developed they realised that they wanted to produce a film to case-study their approach. The film needed to show what the challenge had been, how Frequent Feedback addressed that challenge and what the effect had been on the ground since the implementation of the service. We filmed in Southampton General Hospital for a day.