What a forum is
A KVP forum is a quarterly council-level meeting where KVPs name service issues directly to providers, with a structured note-taker, an agreed action format, and a named accountable owner for each issue raised.
Twelve forums were held across the six councils in 2025, with 540 KVP participants in total.
What was raised, what changed
Twenty-eight service issues were raised across the year, ranging from waiting time concerns to specific provider attitudes. Twenty-two of those (79 percent) were resolved within sixty days through a documented action.
The six unresolved issues remain on the council quarterly review agenda, with named owners and revised timelines.
Why this matters
Service quality is not what providers measure — it is what clients experience. KVP forums close the gap between those two views, and the data they generate is increasingly the most useful quality signal in the EpiC dashboard.
Structured KVP forums turn lived experience into operational adjustment within measurable timelines.