FFT response rates increase by 30% in 1 month!


Only 68 (<1%) Outpatient FFT responses were received throughout 2015, ranking Chester the lowest in its peer league group. Results drew the attention of NHS England and local commissioners demanded a rapid turnaround strategy to increase feedback.


  • Only paper surveys were used to collect feedback. Patients who don’t feel comfortable giving feedback in the provider’s environment had no other way to offer feedback
  • No common improvement themes emerge with such a low volume of responses
  • Limited survey channels mean responses are mainly received from patients with preference to that mode. This is not inclusive to every demographic and integrity is compromised

The Plan:

The Countess already partnered with Healthcare Communications to survey A&E patient by SMS 24 hours after discharge. So to capture a higher volume of OP responses, Healthcare Communications added SMS and IVM to survey patients. Responses then automatically feed in to Envoy software for ‘live’ analysis and immediate results.


  • By adding SMS and IVM survey channels, 30% of OP patients returned feedback, responses jumped to 5511 in 1 month!
  • Staff could now access real time results about the service they provide, increasing buy in and sparking innovative ideas to engage patients more
  • The Learning and Development team created new training initiatives based on feedback themes

In just 2 months…

  • Feedback has led to training workshops specific to reception and nursing staff to celebrate positive comments and develop improvement action plans
  • Rollout of SMS and IVM to discharged inpatients to capture more feedback from this cohort
  • Consistently achieving 30% response rates in OPD and the new target is now 35% trust wide

The future is bright…

The once struggling trust is fast becoming a leader in patient centric care and innovation. Chester is in a completely different position and patient experience continues to permeate through every department.

Next steps include:

  • Introduce SMS and IVM to Maternity services at each touchpoint
  • A ‘live stream’ of patient feedback from the Envoy real time dashboard to the trust website
  • A training program based on ‘You Said, We Did’ to compliment the packs already created by the L&D team.