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Our performance

We take pride in delivering high quality services that change people’s lives and produce excellent outcomes for the wider community, focusing on improving the experience, delivering positive outcomes and making services more efficient.

Whether it’s through our 100% ‘good’ or ‘outstanding’ CQC ratings, our outcome measures across the country showing how we’re changing lives and improving social mobility.

The way we improve services through our transformation work has been applauded by service users, commissioners and national stakeholders like the Care Quality Commission (CQC), as well as by our own colleagues.


Leading the way in CQC inspections

We’ve welcomed the CQC to our services more than 500 times since 2015, and we’re proud of our performance. 100% of our rated services are ‘good’ or ‘outstanding’ (above the 83% industry average), and those we’re turning around make positive progress with each inspection.

In fact, in 2017 the CQC inspected our Community Services and said that we “could demonstrate through documented evidence that following acquisition of services, they had managed to bring about a sustained, significant improvements to patient care.”

Satisfaction from service users

In 2014, we were one of the first providers to ask service users to rate our services by how likely they would be to recommend them. Since then, we’ve introduced the NHS Friends and Family Test (FFT) – and consistently 9 in 10 people rating our services say they’d recommend them.

And we’ve gone one step further too – we use data to monitor and improve the users’ experience. As well as FFT, we collect Patient Reported Experience Measures (PREMS). Almost three quarters of service users give us feedback on whether they had their questions answered, their medication (if any) explained, whether they were treated with respect and whether they have been involved enough in their care.

A happy, healthy workforce

In a business focused on helping people to get well and stay well, a focus on colleague wellbeing is essential and at Virgin Care we invest significantly in our colleagues’ health and wellbeing. So, our people strategy mission is to create the environment where colleagues bring their best selves to work.

Our leaders encourage colleague engagement through a highly successful appraisal programme, our regular colleague survey gives us data we can use to measure our success and improve, and our MyWellness website and app helps our colleagues stay well, and get support if they need it whether it’s with physical health, mental health or something like financial health.

Turning complaints into improvement

While meeting the NHS rules around complaint management, our Customer Experience Team is independent of any of our services and supports patients and service users with queries or concerns every day whether from patients, carers, Members of Parliament and others.

And, by taking the lessons from every complaint investigation, we improve the experience – we receive less than two formal complaints per million pounds of contract revenue each year.

"I would like to take this opportunity to thank all staff at Virgin Care Wiltshire for their outstanding response to the ongoing COVID-19 incident. The support to BSW the system has been very much appreciated and in particular the support to the community model for home testing which morphed into a ‘drive thru’ model, with staff supporting the swabbing of children and adults.  A good test of mutual aid both in terms of staffing and also PPE and other consumables! Once again, well done to the team for their response and efforts over the last twelve months."

Virgin Care
Virgin Care

Featured News

Skelmersdale Walk-In Centre has been recognised for going above and beyond to help patients get the care they need in its latest Care Quality Commission (CQC) inspection.

Virgin Care
Virgin Care

Featured News

Our Essex Child and Family Wellbeing Service has been given a ‘good’ rating by the Care Quality Commission (CQC) following an inspection.

Virgin Care
Virgin Care

Featured Blog

A happy team delivers better outcomes. Our people director Samantha writes on our blog today about what we’ve done to ensure we have a happy team.