East Kent Hospitals University Case study: Improving Patient Experience BACKGROUND: East Kent is one of the largest English Trusts with 5 hospitals serving over 760,000 local patients. The first stage implementation of The Friends and Family Test was an enormous operation and overloaded staff with admin burden. With future rollout extending to Inpatients and Outpatients, automated processes were urgently required to alleviate resource pressures. East Kent already partnered with Healthcare Communications to successfully reduce missed appointments in Outpatients. With a platform designed exclusively for the NHS, user feedback led East Kent to extend services to patient experience too. Envoy software was implemented to capture FFT responses in real time and mitigate manual collection

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