Kings College Hospital Patient Experience and Communication

Concepts

• customer satisfaction survey
• patient experience feedback
• patient experience surveys
• patient feedback
• kings college hospital patient experience
• patient outcomes team
• kings college hospital trust
• the patient experience survey
• kings college hospital
• patients

Location

London

Description

The patient experience survey is designed to collect valuable insights and feedback from individuals/patients who have undergone care at King's College Hospital. This feedback is obtained through various mediums, including SMS (Short Message Service), paper, email, online links, QR codes, and IVR (Interactive Voice Response), ensuring diverse and comprehensive input from the patients' perspectives.

Total Quantity or Scope

King's College Hospital Trust employs a web-based analysis and reporting system for the administration of patient experience surveys. This system is actively utilized by the Patient Experience Team, Patient Outcomes Team, and Volunteering Service, enabling real-time collection of patient feedback. Beyond facilitating the nationally mandated Friends and Family Test (FFT), the system accommodates various ad-hoc and local surveys linked to key Trust quality priorities and strategies.This system plays a crucial role in delivering and reporting the Friends and Family Test (FFT), a component of the standard NHS Contract. FFT results are submitted monthly to NHS England, contributing to national statistics and benchmarking efforts. The Trust employs a comprehensive approach, leveraging SMS, paper, email, online links, QR codes, and IVR. This enables the use of text messages, telephone surveys, and online platforms to extensively gather patient experience feedback.

CPV Codes

• 79342311 - Customer satisfaction survey
• 79342310 - Customer survey services

Indicators

Other Information

The Trust heavily relies on SMS (text messages) and IVR (telephone surveys) to capture patient experience feedback through the Friends and Family Test Survey. All patients, including inpatients, outpatients, day cases, maternity, and emergency attendees, are offered the opportunity to share their experiences within 48 hours via text message. In the fiscal year 2022/23, over 1.8 million text messages were sent to patients, inviting them to complete the Friends and Family Test.The current system also offers survey delivery through various alternative methods, such as paper, email, online links, and QR codes. Qualitative and quantitative results can be reported using different styles and are distributed to staff through automated push reports. Currently, there are 934 active users in the Trust who regularly receive automated patient experience reports via the system. Sentiment analysis is conducted through these reports using a third-party service that provides free-text comment theming and analysis. The sentiment analysis tool supports in-depth reporting for the Trust's improvement initiatives and annual quality priorities.