NHS Royal United Hospital Bath

Overview

We’re working with Royal United Hospital (RUH), an NHS acute-care hospital in Bath, to help reduce administrative burdens on hospital staff. Supporting two wards: Urgent Care and Orthopaedic Outpatient, RUH is using our interactive chat platform to automate the Friends and Family Test (FFT) – an evaluation tool used by hospitals in the UK, which is valuable but time-consuming.

Project Goals

Increase FFT completion rate amongst discharged patients
Save time for nurses spent on asking patients to complete the form and helping them to fill it out
Automate tasks for administrative staff

Man in a wheelchair texting shown next to a text conversation about his service at RUH Bath Orthopaedic Outpatient

Conversations

Players

Interactions

Project Outcomes

Feedback rate from patients and carers has increased from 2% to 70%
Increased completion rate of the Friends & Family Test
Saved the Trust £11 per hour on staffing costs
Saved 300 hours of staff time per department, per annum
Gathered detailed feedback. For example, 58% of Orthopaedic patients said the care they received was good and 5% said there could be areas for improvement