Case Study 1: 
Mobile Patient Engagement & Experience Monitoring

The five month pilot programme was commissioned by the Department of Health (DH), powered by Synapta and managed by Good4HEALTH. Following a highly successful pilot the service is now commissioned as an ongoing programme.

Who

The Children, Young People and Maternity Directorate and the Service Experience Directorate of NHS North West worked together to pilot mobile engagement as a new way of alerting and capturing the experiences of families, children and health visiting staff.

The Solutionsynapta11

The Synapta mobile CRM Platform was used to create and manage appointment reminders and patient surveys via SMS
text message. Patients were invited to rate the service they experienced shortly after their appointment using a 5 point
scale and qualitative verbatim information about the score they gave. Results were provided to the Trusts through real-time, web- based reports.

Reminders

The pilot results indicated that Introducing SMS text reminders reduced the number of ‘Did
Not Attends’ (DNAs) or missed appointments significantly and delivered savings to the trust of £120 or more per DNA. It was found that SMS text reminders could reduce the percentage of DNAs from between 17% - 65% thereby helping Trusts to achieve the DH’s national target for the number of DNAs.

Surveyssynapta13

SMS was found to be a particularly engaging method of gathering patient feedback with the two trusts, both rating the method 10 out of 10. Patients engaged well with the surveys and response rates of between 46% and 58% indicated that SMS is a highly convenient and appropriate way of reaching out to patients to feed back on their experiences.

Reportingsynapta12

The quality of the management reports being generated by us was found to be particularly useful as they allowed Pennine Care to interpret the results easily and identify response rates.

The management reports also supplied qualitative information, so Trusts were able to quickly identify ‘hot-spots’ for service improvement. For example, Community Services Bury have increased the length of their appointments to deliver a higher quality patient experience as a response to feedback.

Usefulness of SMS as a continuous measure for experience

SMS text messages were found to be an effective way of obtaining large quantities of feedback. Both Trusts agreed that the initial results would enable service improvements to be prioritised and actioned whilst also providing feedback on services received.

Cost Effectivenesssynapta14

Mobile surveys were shown to cost between 4 and 8 times less than paper or telephone- based surveys and achieved higher response rates. The pilot also demonstrated that a number of cost saving benefits and efficiencies can be achieved through mobile engagement such as appointment streamlining and reduction of DNAs. A 50% increase in appointment capacity and a 20% reduction in DNAs were achieved during the pilot. Both Trusts considered SMS to be sustainable in the health community and Pennine Care now uses SMS surveys and reminders across most its services.