Please provide details of the patient experience surveys and measurements in place:

  1. Do you have a monthly target response rate targets set for your The Friends and Family Test?

No targets are set in relation to the Friends and Family Test.

  1. What survey channels do you use to ask The Friends and Family Test?

Survey Channel / Is this channel used? Y/N / Annual Volume / Cost per unit
Text / N
IVR/IVM / N
Agent calls / N
Online surveys / Y / 46
Paper / Y / 6643
Kiosk / Y / 2903
Other: (please state)
  1. How do you promote The Friends and Family Test to patients?

Posters, leaflets, website.

  1. How many patients are surveyed monthly?

This amount differs from month to month; all inpatient wards are to offer patients on discharge the option to complete a questionnaire. Monthly ward visits to inpatient wards to collect face to face feedback takes place.

Other services offer patients / carers questionnaire to complete.

Adhering NHS England compliance

  1. When surveying patients by text, how do you ensure there is no charge to the end user to respond?

We donot survey by text.

  1. Are you using a dedicated short code for your text messaging patient feedback?

We donot survey by text.

Supplier details

  1. The Friends and Family Test suppliers of the above services:Optimum Contact
  2. Expected contract length?2 months
  3. Contract review date:January 2017
  4. Details of the implementation costs and on-going support costs:

Implementation costs were £51k

Average annual ongoing support costs £84k for that past three financial years

  1. Any other associated costs to The Friends and Family Test?

N/A

  1. Details of the processes followed to procure The Friends and Family Test?

Frameworks applicable to NHS by such providers as SBS, CCS, THE, etc.

  1. Details of the channels used to publish notification of procurement for The Friends and Family Test?

We do not hold this information

  1. Does the Trust carry out local surveys? Yes
  2. What survey channels do you use to carry out local surveys? (please circle all that apply)

Survey Channel / Is this channel used? Y/N / Volume / Cost per unit
SMS / N
IVR/IVM / N
Agent calls / N
Online surveys / Y / 48
Paper / Y / 9495
Kiosk / Y / 2980
Other: (please state)
  1. How often does the Trust carry out local surveys? (please circle)

The questionnaires are more on discharge in inpatient wards and monthly at ward visits. Community services some collect feedback on discharge or on a certain time in a person’s care.

  1. If not, does the Trust intend to in the future? n/a
  2. If Local surveys are outsourced, what supplier(s) is used?

We use Picker Institute to carry out the community mental health survey yearly. We use Optimum Contact for in house surveys.

  1. Expected contract length?2 years left for Picker Institute
  2. Contract review date?Optimum Contact January 2017
  3. Details of the implementation costs and on-going support costs:

See response to question 10 for Optimum Contact. Annual cost for Picker Institute in 2015/16 was £3,500 (excluding VAT)

  1. Details of any other costs associated to carrying out Local surveys?

Finance does not hold this information

  1. Details of the processes followed to procure Local surveys?

We do not hold this information

  1. Details of the channels used to publish notification of procurement for local surveys?

We do not hold this information