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Until further notice, the Orbit360 Service Desk will be operating an email only service. Should you require urgent assistance, please email heiw.orbit360@wales.nhs.uk with a contact number and we will get back to you as soon as possible.  

Unfortunately, our office is currently closed  - please do not send paper surveys via post while the office is closed. Any paper surveys sent via post will be held and collected once the office re-opens. We will upload these to a doctor’s profile when we return to the office. We are operating as normal for scanned copies and these will appear on a doctor’s account within 2 working days. You can email a scanned copy of the questionnaires to heiw.orbit360@wales.nhs.uk.

We will keep you updated on any developments. Many thanks for your understanding during this time.  

Orbit360 frequently asked questions

Local Survey Administrator

Please ensure you keep a hard copy of the completed patient forms securely for 14 days. We may need to review the form if there is an issue with the scanning. The RSU will contact the doctor within 14 days if there is an issue with the electronic copy. If the doctor does not receive further correspondence within this time, the paper copies can be destroyed securely.

Wherever possible, the doctor should not facilitate the feedback process themselves. Licensed doctors are required to seek formal feedback from both colleagues and patients at least once every 5 years, in order to gather the supporting information they require for revalidation. This can also be referred to as Multi-Source Feedback (MSF) or 360 feedback. You will hand the patient the feedback pack which should include;

  • a feedback form that includes an online code (at the top of each form)
  • Patient Guidance (downloadable PDF)

Paper feedback forms can be returned to us in 2 ways;

Via post to;

Revalidation Support Unit - Orbit360, Ty Dysgu, Cefn Coed, Nantgarw, CF15 7QQ

Via email to;

heiw.orbit360@wales.nhs.uk– please ensure the scans are clear and the full form is visible in the picture

No, all forms and codes are linked via the code to the doctor – it is important that you do not include their details when returning the forms to us.

If the patient completes a paper form you should collect this from them, wherever possible, before they leave the clinic/workplace. Once you have collected all paper forms these can either be scanned electronically and emailed to heiw.orbit360@wales.nhs.uk or sent back to us via post (visit the contact us page for further details).

If the patient complete the feedback electronically you should discard the corresponding paper form. A paper form will become invalid once the code at the top of the form is used. 

If a patient provides feedback electronically using the unique code at the top of the form, you should discard the corresponding paper form. A paper form will become invalid once the code at the top of the form has been redeemed.

If you do not have access to a scanner but would like to return patient forms electronically, you can use an app available for both mobiles and tablets. The recommended app is Microsoft Lens which can be downloaded for free, the app enhances the photo by cropping, sharpening and straightening the image making it suitable to use for this purpose.

You can download the app using the links below;

app store icon  google play store icon v2

It is important that the patient feedback forms are scanned correctly, if the scan is blurry and/or not entirely visible, the software may not be able to extract the data. Please ensure;

  • That both sides of the patient feedback form are scanned, either on separate pages or as a duplex
  • The patient forms are as straight as possible and the full form, including QR codes, are visible
  • If you are using an app via a phone or tablet, we recommend Microsoft Lens as this automatically straightens and enhances the scan

The patient forms can be sent in 1 PDF document and emailed to heiw.orbit360@wales.nhs.uk. It is imperative that you retain the patient forms for a minimum of 14 days in case there are any issues with the scan. The patient forms should then be securely destroyed.

If the patient forms have not been scanned correctly, we may need them to be resubmitted to us. It is important that the patient forms are scanned correctly, for more information go to ‘How do I scan the patient feedback forms?’

A partially completed form can be returned and included in your report. The forms are verified by OCR software and if a duplicate answer or non-response is found then this will be marked as ‘no response’ and show as no value on your report. For example; you receive 30 completed forms, but some forms are incomplete, the totals on your final report may not all add up to 30.

Blank patient forms cannot be included in your returned forms or your report.

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