"The use of Pet to capture patient experience has provided Stoke on Trent Community Health Services with the means to understand, improve and measure experience to drive continuous quality. Patient experience has been incorporated into the CQUIN quality framework with a positivity target set to 85% for all devices by NHS Stoke on Trent - commissioning arm."

“At last, Afrox Healthcare Limited has found a sustainable system and process for capturing, reporting and taking action to improve Patient Care”

PET handsets can be carried around or fixed in place, which is particularly useful in areas of high traffic such as waiting rooms. The questions can be translated into other languages, and additional features like Braille and large type help staff communicate with their entire audience... "I now have the ability to plans services that are backed up by evidence. I can update patients with the information and new opening times on the surgery website, which again increases patient engagement. It's such a quick and easy-to-use tool," said Dr Burbidge. "I’m now considering using it for a survey on cleanliness”

The implementation of CFS and the availability of strategic information has enabled the management of the airline to:
Automate the feedback process to limit opportunities for errors and free up resources to act on feedback received
Keep decision makers in constant touch with customer satisfaction level information

PET is now in constant use in ten areas of the trust. Five wards and A&E gather patient experience results 24 hours a day, while outpatient and surgical centres gather information five days a week. Reports are generated bi-weekly and sent from the staff teams to their area leads, managers and clinical governance leads.

“One of our critical success factors is to understand our customers' requirements. The Customer feedback System helps us to set targets and measure whether we or not we are achieving them.”

"The feedback and comparison we get from PET helps us improve the use of information and the quality of clinical data across the trust," Tripp said. "This is an excellent way for us to cross-examine other areas of work, whether they are problem areas or areas of excellence. The information gives us an extra point of reference."

“As an operations manager, it’s hard to get the full picture. I still organise skip-level meetings, and I still walk the floor every Wednesday. But you either have to overhear a conversation, or get someone coming to you with an issue. That’s not very accurate. [This] tells us visibly every month by team how they’re feeling and we can go in and fix it. That’s the beauty of it…”

“PET enables staff to get positive feedback everyday which is a great motivator for providing high quality care. Our ultimate goal is to get a device into every clinical area of the hospital to ensure daily feedback from all wards and departments and thereby overall providing a greater sample size of patient opinion to continue to make improvements real time to service delivery”

“The CFS system provides a unique management tool. All of the stores that have – so far – installed it have provided positive feedback. Within 24 hours of trading, store directors are given the results from the previous day, which means they can act immediately... CFS has been hugely supportive, continually looking to improve on the service and offer new ideas on how to get the best results.”

Since the project started, communication has improved between service users and staff as well as between the teams themselves. Feedback has greatly increased across the Trust, and teams are incorporating service user comments into weekly meetings.

The results to date have been excellent. The granularity of the information has resulted in Argos reviewing the entire approach to customer service management. In addition to this the feedback from front line managers has been overwhelmingly positive. The main benefit from their point of view is that this is the first tool that has given them fair and reflective information in formats and timeframes that allow them to proactively manage the service experience.

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“Collecting and analyzing feedback forms, before CFS was installed, was time consuming and tedious. Nihilent has enabled the hospital to continuously monitor customer feedback and to take customer satisfaction and care to a new level.”