What we assess
We look at the key parts of the service experience including:
Ease of access
How simple it is for people to find and use services.
Communication Clarity
Whether information is clear, consistent and easy to understand.
Digital inclusion
How accessible online services are for different communities.
Waiting times
How long people wait and the impact this has on their experiences.
Referral processes
How smooth and joined-up referral pathways are.
Inequality impacts
How different groups of people are affected across the pathway
How it works
Our trained team, with lived experience and local knowledge, access services in the same way as the public. We follow real pathways, from first contact through to outcomes, and capture what works well and where people face barriers.
This gives you an honest, independent view of the service experience, highlighting practical ways to make services more accessible, inclusive, and effective.
Our deliverables
We provide clear and practical outputs that help you understand the findings and take action.
Barrier mapping
A clear picture of where people face difficulties.
Thematic analysis
Insight into common themes and underlying issues.
Improvement recommendations
Practical and prioritised suggestions for change.
Executive summary
A concise overview of key findings and next steps.
