The NHS Confederation – the official body that supports NHS Trusts – has published a best practice guide, citing ViewPoint as a leading methodology for health professionals to secure “better patient feedback on a regular basis”.
The organisation has recently published a study of CRT’s work undertaken in partnership with The Whittington NHS Trust in an attempt to set heightened standards of patient care.
According to the NHS Confederation, the results of CRT’s far-reaching work has included:
- Proactive support being offered to The Whittington’s CQUIN Payment Framework;
- Ensuring changes to staffing levels are made at identified times – helping service levels to remain high;
- Improving patient care through the freeing up of staff time;
- Remedial action in key operational areas being identified more efficiently;
- Informed actions being taken to improve services for a wider range of demographic groups;
- Cost savings on other methods of capturing patient feedback being realised.
With roughly 800,000 visitors annually, The Whittington NHS Trust knew it needed to collect patient feedback on a regular basis to ensure its quality of service is consistently high.
Previous methods of collecting feedback hadn’t captured significant numbers of patient opinions, and this proved they had not been effective in engaging with all patients that use the hospital. The Trust therefore needed an innovative system to capture patient opinion, specifically those who frequent areas of the Trust with dwell time, such as out-patient areas and emergency departments.
Using ViewPoint engagement technologies – such as kiosks, tablet PCs and online surveys – to capture patient feedback along the patient’s journey, the Whittington is successfully giving access to a wider group of patients than has previously been possible.
A high volume of data is filtered using ViewPoint’s market-leading Valid8 software, and multilevel reports are produced to enable hospital staff to proactively respond to patient feedback in near real time.
In addition, the Whittington is using ViewPoint to support its activities within the CQUIN Payment Framework. It is making significant strides in realising its patient experience objectives, which makes up 25% of the Trust’s total CQUIN Payment.
Link to NHS Confederation website: