Measuring service user experience extended to telephone services

We are strengthening our service user focus by expanding the measurement of service user experience to telephone services. The aim is to gain a more comprehensive understanding of service users’ experiences at different stages of the service pathway, supporting ongoing development of our services. 

In practice, this means that after a phone call, some service users will receive a text message (SMS), inviting them to provide feedback on the telephone service. The sender of the text message is ‘LUVN’. Responding to the survey is free of charge, and all feedback is processed anonymously. 

The feedback collected will be used to develop our services and to strengthen our service user-centred approach. Our goal is to ensure clearer, smoother interactions and a better service user experience across all services provided by our wellbeing services county.