Customer Journey Mapping Service User Feedback

Tender description

Customer Journey Mapping: Service User Feedback Project has been designed to help us look at our current systems and processes through the eyes of members of the public who have experienced poor care, or whose family members have done so, and who contacts us to give us feedback. This could include feedback about any regulated service providers such as hospitals, care homes, home care and GP and dentist surgeries. Through developing a better understanding of the end–to-end experience of giving feedback to CQC; from them deciding to contact us, through to how we handle their feedback and then let them know what has happened as a result; we will be able to redesign our internal systems and processes to deliver a better experience for everyone. There are four groups of people who we want to provide feedback to CQC: i. People who have received a poor service themselves, or whose family member has ii. People who work in a service and witnessed poor service (service whistleblowers) iii. People who want to complain about CQC itself (often after they were in group i) iv. People who work for CQC raising issues about CQC activities (CQC whistleblowers) This project focuses on the first and second groups, but part of the project is to provide the tools for internal resources to be able to conduct future customer journey mapping exercises for the other two groups. Two actual customer experiences will be used as the basis for mapping how it feels to contact CQC - one for poor care received from a provider and the other from a person who has worked in a service and witnessed poor service (a service whistleblower)