Easier Feedback. Clearer Opportunities to Improve.

One Beyond partnered with NHS Central Eastern CSU to develop iNotify, enabling anonymous reporting and confidential replies, with an initial deployment helping GPs raise concerns about hospital clinic bookings.

At a glance

Rapid Delivery

One Beyond developed iNotify within three months through close collaboration with the CSU.

Anonymous Reporting

Users could raise concerns without revealing their identity to the teams receiving their feedback.

Confidential Replies

The application enabled acknowledgements and responses while keeping the sender’s mobile number hidden from recipients.

Restricted Access

Encrypted messages could only be read by designated members of the receiving quality team.

Automatic Updates

The initial GP desktop application installed from the web and received software updates automatically.

"We wanted to find a way that people could raise a concern anonymously, feedback that would be fed to a CCG’s quality directorate for example. This would allow trends to be identified, so that if there was a flurry of complaints about rejected referrals to a hospital, action could be taken."

Mark P., Head of Operational IT, NHS Central Eastern CSU

About NHS Central Eastern CSU

At the time of the project, NHS Central Eastern Commissioning Support Unit supported clinical commissioning groups in procuring healthcare services for patients. Covering Essex, Hertfordshire, Bedfordshire and Luton, it served 17 CCG clients and other secondary care providers. Its work focused on helping local commissioners operate effectively and improve patient experiences, with the development of new support services forming part of its approach to meeting healthcare organisations’ needs.

The Challenge

Following the Francis Report, NHS Central Eastern CSU wanted to make it easier for patients, GPs and other providers to raise concerns about healthcare services. Existing telephone and email channels required identifying information, which the CSU believed could discourage people from speaking up. It needed a simple application that protected anonymity and directed feedback to teams able to respond. Affordability and wider adoption were also priorities, with a partnership model intended to keep initial development costs manageable and support future licensing.

Our Solution

One Beyond developed iNotify using Microsoft .NET and SQL Server, working closely with the CSU to deliver the application within three months. We expanded the original concept to support confidential replies, allowing users to provide a mobile number that remained concealed from feedback recipients. Encrypted messaging, restricted access and data centre hosting supported the service. The first deployment enabled GPs to report hospital booking issues through a desktop application with automatic installation and updates, providing a foundation for the CSU’s planned expansion into patient feedback.

A closer look at features and benefits

Anonymous concern and feedback submission

Confidential acknowledgements and replies

Sender mobile numbers hidden from recipients

Encrypted message transmission

Access restricted to designated staff

GP desktop reporting application

Automatic installation and software updates

Internet access without N3 network dependence

Managed data centre hosting

"If I had to describe the company in a word it would be professional. The delivery was fantastically efficient. Most importantly, Nick Thompson immediately bought into what we were trying to achieve and was very enthusiastic about the project, which was critical to its success."

Mark P., Head of Operational IT, NHS Central Eastern CSU

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