Collecting Patient Feedback

We collaborated with Royal United Hospital (RUH), an NHS acute-care facility in Bath, to alleviate administrative burdens on hospital staff. Supporting the Urgent Care and Orthopaedic Outpatient wards, RUH utilized our interactive chat platform to automate the Friends and Family Test (FFT) - a valuable but time-consuming evaluation tool used by UK hospitals.

Client Name:
NHS Royal United Hospital Bath
Sectors:
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Use Cases:
Public Engagement
Virtual Assistant
Location:
Bath, UK
Press:
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Resource:
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Person using phone in waiting room to scan interactive signage to share their feedback on hospital experience at Royal United Hospital Bath.

Project Objectives:

Boost the completion rate of FFT surveys among discharged patients
Reduce the time nurses spend requesting and assisting with form completion
Automate administrative tasks to streamline staff workflows

Interactive sign at Orthopaedic Outpatient department for patients and visitors to share their experience at Royal United Hospital Bath.

Project Outcomes:

Patient and carer feedback rates increased from 2% to 70%
The completion rate for the FFT increased significantly
The Trust saved £11 per hour in staffing costs
Each department saved approximately 300 hours of staff time per year
Detailed feedback was collected, with 58% of Orthopaedic patients rating their care as good and 5% identifying areas for potential improvement

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