The NHS Confederation has published a best practice guide citing ViewPoint as the leading methodology in securing “better patient feedback on a regular basis”.

The organisation has recently published a study of the work undertaken by The Whittington NHS Trust – working in partnershp with CRT – as it sets out to deliver the highest standards of patient care.

So far, the results of CRT’s far-reaching work include:

• Proactive support to The Whittington’s CQUIN Payment Framework;
• Changes to staffing levels 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 identified more efficiently;
• Informed actions taken to improve services for a wider range of demographic groups;
• Cost savings on other methods of capturing patient feedback 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 was consistently high.

Previous methods of collecting feedback hadn’t captured significant numbers of patient opinions, which showed it had not been effective in engaging with all patients attending 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 each patient’s journey, the Whittington is successfully accessing the views of a wider group of patients than ever before possible.  

A high volume of data is filtered using ViewPoint’s market-leading Valid8™ software and multi-level 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's making significant strides in realising its patient experience objectives, which makes up 25% of the Trust’s total CQUIN Payment.

Click here to link to the NHS Confederation.