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We are temporarily extending the duration for Doctors to collect feedback from 8 weeks to 12 weeks as we support doctors during the current Covid-19 period.  This will be applicable for newly initiated surveys and will not automatically be retrospectively applied to accounts, however Designated Bodies can action manual extensions as per the usual process

Until further notice, the Orbit360 Service Desk will be operating an email only service. For the latest updates, visit the Orbit360 homepage 

In light of the recent announcement, our offices in Rhondda Cynon Taf will be closed as of 6pm on Thursday 17th September 2020. Where possible, please do not post return forms to us, instead scanning these and returning them to heiw.orbit360@wales.nhs.uk. However, if this is not an option please post the forms to us and we will retrieve these weekly from the local sorting office. This message will continue to be updated as the situation changes.

 

Orbit360 frequently asked questions

Local Survey Administrator

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)

Please collate the forms and return patient forms to us in one batch once sufficient forms have been completed. Ensure you do not send forms with staples, and where possible, the forms are double sided. 

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. All QR codes on the forms must be straight and visible to ensure the forms reading software can allocate the forms correctly. If this is not done, we may need you to re-scan and re-send the forms to us.

Last updated 25/11/2020

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.

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 (please do not staple the forms or put a password protect on the document)
  • 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.

Last updated 25/11/2020

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 Optical Character Recognition (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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