Customer Research Technology Ltd

Out of Hours Community GP Service Leads the Way on the Friends and Family Test


Coventry, UK -- (SBWIRE) -- 08/20/2014 -- The Community GP out of Hours team at Harrogate and District NHS Foundation Trust has been first to adopt an innovative new touchscreen device for measuring patient experience, including the Friends and Family Test.

The Toshiba TCxFlight - supplied by Patient Insight Specialists CRT - doubles as a desk-mounted kiosk and a mobile tablet. This enables it to be securely positioned within out of hours centres or travel with GPs on home visits.

Community care providers are required to apply the Friends and Family Test from the 1st of January 2015. As an early implementer of leading-edge technology, the Harrogate unit will be comfortably ahead of NHS England’s deadline.

For the first six months, the Out of Hours team will work closely with CRT to refine their patient surveys and reports. Patients will be asked to rate various aspects of the GPs service, including the helpfulness and communication skills of staff and if sufficient time was given to discuss their condition and treatment.

Matt Walker, the trust’s Specialty Manager – Unscheduled Care (GP OOH and MIU) explained:

“CRT is very accommodating and shares lots of ideas around what we can achieve with their feedback solution. We had a positive relationship from the beginning; the sales team really understood what we wanted and showed us how to do it. The system is simple to use, from the perspective of both patients and staff. We like the patient experience reports, which are clear and easy to produce. The potential of our new system is exciting and will allow us to focus on what matters most to our patients without the burden of data crunching.“

Harrogate and District NHS Foundation Trust cares for the population of North Yorkshire and York and North East Leeds by providing essential hospital and a wide range of community health services. The Trust’s Out of Hours service operates between 6pm and 8am Monday to Friday and 24/7 on weekends and bank holidays, when the GP surgeries are closed.

CRT specialises in real-time patient feedback services and consultancy and has worked throughout the NHS for over 12 years. Through its alliance with Toshiba, the company is able to offer a compelling solution to the Friends and Family Test.

CRT’s Patient Insight software – Viewpoint – combined with the Toshiba’s advances in touchscreen hardware, is enabling clinicians within the community to respond to the requirements of the FFT without distracting them from their core duties.

Whilst the Friends and Family Test has at times been contentious, the technology available presents many opportunities to tap into the minds of patients and provide health professionals with actionable information for improving care.

Find out more about software for the Friends and Family Test at:

Press Contact Information:

Christine Ellis
Marketing Communications Manager
CRT (Customer Research Technology Ltd)

Office: +44 24 7660 8857
Mobile: +44 79 7707 9561

Orchard Court 2
Harry Weston Road
Coventry, CV3 2TQ. UK