Collecting Patient Feedback

We collaborated with Royal United Hospital (RUH), an NHS acute-care facility in Bath, to alleviate administrative burdens on hospital staff. Supporting the Urgent Care and Orthopaedic Outpatient wards, RUH utilised our interactive chat platform to automate the Friends and Family Test (FFT) - a valuable but time-consuming evaluation tool used by UK hospitals.

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  • Client Name:
    NHS Royal United Hospital Bath
  • Sectors:
    Emergency Services
  • Use Cases:
    Public Engagement
    Virtual Assistant
  • Location:
    Bath, UK
  • Press:
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  • Resource:
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Person using phone in waiting room to scan interactive signage to share their feedback on hospital experience at Royal United Hospital Bath.

Project Objectives:

  • Boost the completion rate of FFT surveys among discharged patients
  • Reduce the time nurses spend requesting and assisting with form completion
  • Automate administrative tasks to streamline staff workflows

Project Outcomes:

  • Patient and carer feedback rates increased from 2% to 70%
  • The completion rate for the FFT increased significantly
  • The Trust saved £11 per hour in staffing costs
  • Each department saved approximately 300 hours of staff time per year
  • Detailed feedback was collected, with 58% of Orthopaedic patients rating their care as good and 5% identifying areas for potential improvement

Hello EA Outcomes:

“The possibilities are endless with Hello Lamp Post.”

Jo Miller,

Chief Nursing Officer

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