  |
NHS Patient Surveys
Spotlight: Royal Liverpool Hospital Overview
The Inspiration North West project is helping to ensure world class healthcare and leading the way in engaging public, patients and carers. Inaugurated at customer service week 2008, Customer Research Technology & NHS North West collaborated to capture patient experience through NHS Surveys.
Situation
CRT placed the ViewPoint Touch Screen device within in the Royal Liverpool for a period of seven days. This private and anonymous system allowed both user and non user feedback to be quickly captured and analysed. Using a unique validation system CRT ensured any manipulations were automatically quarantined for review – therefore the data accurately tracks genuine patient experience.
Findings
Of the 142 completed NHS surveys 46% were for Outpatient appointments. When they were asked “What would have improved your visit today?” almost 60% responded that “Improved waiting times”. An encouraging 71% felt that the cleanliness of the hospital during their visit was “Good”or better. 77% stated that the staff they came into contact with washed their hands or
used the antiseptic hand gel.
Benefits
• Increased response rates
• Unrestricted flexible survey design
• Unlimited surveys
• Fast effective automated reporting on results
• Effectively target hard to reach groups
• Low cost plug & play system
• Free from data entry & paper
• Multi language survey option
• Touch screen kiosk, mobile tablet PC & online survey options
• Free text question available
“ Feedback from patient, relatives and visitors to the Trust is very important to us. The CRT ViewPoint Touchscreen pilot allowed us to obtain users feedback in a simple, timely way. We were so impressed with pilot programme, system and the feedback reports that we have now purchased 4 units and are currently developing a roll out programme commencing in January 2009.”
Denise Carroll, Director of Clinical Governance and Quality, Royal Liverpool and Broadgreen NHS Trust
You can also read more on our NHS Satisfaction Survey at Surrey and Sussex NHS Trust.
 |
Royal Liverpool Case Study pdf |
To find out how CRT are helping to transform patient experience call:
+44 (0) 2476 430 295
+44 (0) 2476 430 295
