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Although less "statistically robust" it is worth considering customer feedback systems such as the one on travel site tripadvisor. An (admittedly crude) straw poll suggests that this is very widely used, trusted and - importantly - isn't unlikely to be costing several hundred million to maintain.

Why is the NHS making such heavy weather of this? A couple of million would more than likely be enough to create a very well designed app and accompanying website (giving providers the right of reply). Add a couple of 100k p.a. for moderating - perhaps as a contract provided by CSSs and this could be up and running in short order.

Not fully inclusive, I admit, but in terms of getting very rapid feedback from service users and their friends/family it wouldn't be a bad start.