Pennine Care Case study BACKGROUND Pennine Care is a leading provider of Community and Mental health services in the North West. The Trust deals with 3 million patient appointments annually across 364 services. In January 2015, The patient experience team, led by Kirsty Ogden, were tasked with rolling out The Friends and Family Test throughout the Trust. THE ISSUES The Trust began capturing patient feedback using kiosks from one supplier and text messaging from another. However, several issues were quickly realised with this approach: • Staff and pa tient buy in w as lo w using kio sks, le ading t o poor r espons e r a t es • Ov er all r espons e r a t es f or the y e ar fr om both channels w as les s than 1000! • No impr o v ement themes emer g ed fr om such lo w r espons e r a

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