Please can I request any data you hold – including across days/weeks/months/years; trusts; different departments within trusts; operations/activities performed etc. – on the National Health Service’s “Net Promoter Score”(s), also known as NPS. It would be great to have the data for as long as the NHS has used the Net Promoter Score but if this is impossible, please could you provide a general overview of the length of time you have NPS data so that I can make this FOI request viable.
If the data are available, I am hoping to collect data on:
The specific wording for the Net Promoter Score question(s) people are asked (e.g., people might be asked if they would recommend the NHS to a friend or to a colleague or somebody else – it’s this type of information I’m interested in across days/weeks/months/years; trusts; different departments within trusts; operations/activities performed etc.)
The individual score people gave (i.e. from the 0-10 scale)
The % of detractors, % of passives, % of promoters for each time the overall NPS score is calculated
The overall NPS score (this calculated by subtracting the % of detractors from the % of promoters)
Any associated qualitative data that might be asked alongside the 0-10 scale
The time period in which individual scores are aggregated (e.g., if the NHS calculates the overall NPS every month, please can I have the specific dates)
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Thank you for your recent request dated 20th June 2023. Public Health Wales do not hold the information requested. As an organisation we have no jurisdiction over the activities of Health Boards and frequently do not have access to the data that they produce. Welsh Government may hold some information regarding this. I have provided contact details for each Health Board below and Welsh Government, you would need to contact them individually for this information. Aneurin Bevan University Health Board http://www.wales.nhs.uk/sitesplus/866/page/39187 Betsi Cadwaladr University Health Board http://www.wales.nhs.uk/sitesplus/861/page/39134 Cardiff and Vale University Health Board http://www.cardiffandvaleuhb.wales.nhs.uk/freedom-of-information-new Cwm Taf Morgannwg University Health Board https://cwmtafmorgannwg.wales/foi/ Swansea Bay University Health Board https://sbuhb.nhs.wales/about-us1/foia/ Hywel Dda University Health Board http://www.wales.nhs.uk/sitesplus/862/page/52085 Powys Teaching Health Board http://www.powysthb.wales.nhs.uk/freedom-of-information Welsh Government Requesting information from the Welsh Government (FOI requests) | GOV.WALES
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If you are unhappy with the service you have received in relation to your request and wish to make a complaint or request a review of the decision, you should write to the Corporate Complaints Manager, Public Health Wales NHS Trust, 3, Number 2, Capital Quarter, Tyndall Street, Cardiff, CF10 4BZ.
If you are not content with the outcome of your complaint or review, you may apply directly to the Information Commissioner for a decision. Generally, the ICO cannot make a decision unless you have exhausted the complaints procedure provided by the Trust. The Information Commissioner can be contacted at:
Information Commissioner for Wales
2nd Floor
Churchill House
Churchill Way
Cardiff
CF10 2HH
Telephone: 029 2067 8400
Email: wales@ico.org.uk