iWCG Patient Experience Symposium

We were lucky enough to be invited by the always effervescent Neil Bacon to the 2nd National Symposium on Patient Experience, run by iWGC. Focused on delivering the Friends and Family Test (FFT) across inpatients, maternity and A&E.

The speakers were truly inspirational (an overused word) - the honesty and humility in the iWCG family was clear. Phil from Hull and West Yorkshire FT told the story of taking that site from 142/142 in the national mortality rankings to 39th - dressing us superman and giving his staff the recognition they deserve along the way.

The breakout sessions were informative and showed that most trusts share the same problems. Implementing FFT in inpatients is straightforward, but more difficult in A&E, due to the short time patients attend. There are also difficulties in maternity, as the test is slightly more complex there. There are four points at which the FFT must be carried out in maternity:

1. At 36 weeks.
2. Birthing experience.
3. Post natal experience.
4. 10 days after discharge.

Often women are being cared for in the community for 1) and 2) so it can be difficult to collect feedback. Text message is the perfect solution and I'm glad to say we've can offer a solution, get in touch for more detail.

My favourite suggestion from the day was from a trust offering free WiFi - they plan to ask for feedback and contact details when patients log in. Quick, easy and patients have an actual incentive to do so.

We're linking up with iWGC, and offer SMS, automated voice and web based solutions to perform the FFT test, automatically, based on events in your PAS. Watch this space or get in touch for the latest!