It’s getting closer to crunch time and we’re here to help with a plan of attack to ensure you hit targets in March 2015.
With response rates of over 40%, we know we can deliver and our Intergrated Voice Message (IVM) and Agent call facility are on hand to boost feedback results even at a late stage.
In January 2014, Healthcare Communications began working with Kings College Hospitals Trust where quick action was required to boost poor response rates to meet targets. One A&E site was only achieving 1% feedback!
Results were seen immediately including an upsurge in FFT feedback within one quarter from 9.2% in Q3 to 21.9% in Q4 following implementation of SMS and IVM.
Jessica Bush, Head of Engagement and Patient Experience at King’s College Hospital Foundation Trust explains:
‘There was a 140% uplift in FFT response rates following the implementation of the Friends and Family Test by Healthcare Communications and the launch of IVM definitely helped us to reach the CQUIN target.
We now look forward to reviewing the themes and issues and to implementing positive changes that will benefit our patients and improve their future experience.”