Development of the NHS Wales People's Experience Survey
CEDAR and Cardiff and Vale University Health Board
Introduction:
The NHS Wales People’s Experience Survey (PES) was developed to provide a validated, inclusive patient-reported experience measure (PREM) that supports service improvement across all healthcare settings in Wales from 2025. The COVID-19 pandemic, evolving service delivery models, and updated policy frameworks highlighted the need for a refreshed, person-centred national tool.
Methods:
Using scientifically validated methods typically applied to PROMs, the tool was developed in two phases. Phase One included focus groups and interviews with 33 participants from diverse community organisations, ensuring broad representation. Phase Two involved four rounds of national testing with nearly 800 survey responses. Questions were refined iteratively, incorporating feedback and ensuring accessibility, including easy-read formats, bilingual options, and inclusive language support.
Outcomes:
The PES was validated and launched nationally via a Welsh Health Circular in April 2025. It is now used by all health boards and NHS Trusts in Wales through platforms like CIVICA. The survey includes both structured and free-text questions, enabling quantitative benchmarking and rich qualitative feedback. It supports local service improvement while offering national comparability. Patient and staff feedback on its development and use has been highly positive.
Learnings:
Broad stakeholder involvement, rigorous testing, and bilingual and inclusive design were essential to success. Formal governance, Welsh Government support, and adherence to PRINCE2 project management principles ensured strong oversight. A small-scale pilot may have improved readiness for rollout, but stakeholder buy-in and scientific rigour were critical strengths.
What next?
The PES is actively supporting feedback collection across services including maternity, neonates, and community care. A publication is under review to share methodology. The tool sets a new standard for experience measurement in Wales, offering a scalable, inclusive model for service improvement and international learning.
