Acacium Group are a leading global healthcare delivery partner. With over 40 years of experience and a global footprint, we improve people’s lives through expert healthcare, social care and life sciences. By combining access to workforce, technology and sector expertise, we increase the sustainability of the global healthcare system, from early-stage clinical research right through to palliative care.

In 2020, the Group launched the Viewpoint, an experience management program that captures how agency healthcare workers feel. To date, Viewpoint has collected 100,000 individual feedback responses from temporary healthcare workers of all specialisms in 19 Acacium Group businesses operating in 1000 sites across the UK. These insights support healthcare providers to identify and overcome barriers to workforce engagement, productivity and retention to improve the employee experience and deliver better patient care.

The workforce experience gap exists when there is dissonance between what workers expect from an employer and how effectively they meet those expectations. By harnessing big data, we can compare the experience of the UK's largest cohort of temporary healthcare staff.

This has enabled us to explore and utilise experience management data in the healthcare sector in a way that has been used in other sectors to great effect – hospitality, for example. These insights enable us to challenge the competition by affording our clients greater visibility of workforce engagement, barriers to productivity, and global best practices. This allows us to share data with NHS decision-makers to celebrate success and highlight opportunities for improvement nationwide.

Working in collaboration with different business functions, we’ve successfully integrated this technology across the Group’s CRMs. As a result, we can now segment all customers into cohorts to identify experience gaps in each group. This enables Acacium Group’s Product, UX, and Operational teams to design targeted bespoke experiences for their customers, candidates and service users. These teams are also empowered to use the insights from Viewpoint to ensure the ‘Voice of the customer’ research is part of the discovery and result of a new product, product enhancement, or service.

Above all, we are most proud of the fact that Viewpoint affords NHS organisations greater visibility of the workforce experience. This data reveals how their culture, processes, and policies affect the frontline, enabling them to create the best workplace environment where healthcare workers can thrive.