Local Survey Administrator

Please collate the forms and return patient forms to us in one batch (where possible) once sufficient forms have been completed. Ensure you do not send forms with staples, and where possible, the forms are double-sided, and files are PDF documents. Please note: we can only accept forms that have been download from Orbit360. We cannot accept any other format. 

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 - please remember to take a copy of the forms before they are posted and retain these until your report has been generated in Orbit360. It is important that the correct postage is paid, and you include a return address on the back of the envelope before posting. We recommend taking the forms to a post office so the weight can be checked prior to posting.

Anything sent to us via the post where insufficient postage fees have not been paid will not reach the Revalidation Support Unit (RSU). Royal Mail indicate that they will hold your item for 18 days, after which if the postage is still outstanding, they will be returned to you or will be destroyed if there is no return address. Please note that this may delay the completion of your feedback exercise.

Via email to; heiw.orbit360@wales.nhs.uk – it is important that the patient feedback forms are scanned correctly, if the scan is blurry and/or not entirely visible, the software will 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 put a ‘password protect’ on the document)
• The patient forms are as straight and the full form, including ALL 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. We cannot return patient forms to you, forms will be securely destroyed within 14 days. Please do not upload forms directly to MARS. 

We do not recommend you bring patient forms to our office without prior agreement. Due to ongoing Welsh Government advice, we are currently working from home and collecting post once per week. If you do choose to do this, please post the forms into the secure post box on the left-hand side after you enter the first set of double doors

Last updated 15/06/2022

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

Last updated: 15/06/2022

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 completes 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. 

Last updated: 15/06/2022

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;

It is important that the patient feedback forms are scanned correctly, if the scan is blurry and/or not entirely visible, the software will not be able to extract the data. Please note: we can only accept forms that have been download from Orbit360. 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 ALL 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.

Please note: we cannot accept photos taken from a camera/phone camera (unless using the app that converts the images), forms can be accepted in PDF, JPEG or PNG format only.

Last updated 15/06/2021

Please ensure you keep a copy of the completed patient forms securely for 14 days before disposing of securely. We may need to review the form if there is an issue with the scanning process.

The Revalidation Support Unit (RSU) will retain an electronic copy of the patient forms securely for 1 year in line with our privacy and retention policy.

Last updated 30/03/2021

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?’.

Last updated 27/07/2021

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 the returned forms or the doctor's report.

Last updated 27/07/2021