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Elephant Kiosks meets NHS Information Governance Guidelines

Elephant Kiosks’ Information Governance procedures have been assessed against the Health and Social Care Information Centre’s (HSCIC) Information Governance (IG) Toolkit, with a reviewed rating of ‘satisfactory’.

At Elephant Kiosks we use the IG Toolkit to assess and continually monitor the way we process data, particularly that which may contain personal or sensitive information relating to patients and service users. We have recently submitted the IG Toolkit Version 13 and have been reviewed as ‘Satisfactory’. This is the highest obtainable level and means that we have met all requirements at Level 2 or above.

We all have a responsibility to implement Information Governance effectively and to keep personal information confidential. This can include simple everyday practices such as:

  • Making passwords hard to guess – the best are those based on non-dictionary words combined with obscure character substitutions which hackers find hard to crack
  • Changing passwords regularly
  • Installing password protected screensavers on computers and laptops
  • Making sure that anti-virus software is in use and regularly updated

Remember that if you want to publish comments relating to the Friends and Family Test you must make sure that the respondent has given their consent and that the comment contains no patient identifiable information such as a name. Why not give us a call about our Friends and Family Content Management System (CMS) which identifies comments with consent and allows you to publish them to your own web page.

New Framework Contract for Patient Feedback Systems and Survey Services

Elephant Kiosks have been awarded a prestigious NHS framework contract for patient feedback systems. The Stakeholder Feedback and Survey Services procurement framework, awarded by North of England Commercial Procurement Collaborative (NOECPC), is the first of its kind in the UK. It offers an easy to use and efficient procurement vehicle for the purchase of survey systems and services by the NHS and wider public sector.

The contract is for EleSurvey, our self-service survey and clinical audit software, and our fully managed Real-time Patient Feedback System. These electronic feedback systems provide comprehensive solutions for the contract’s stated requirements, including;

  • The Friends and Family Test
  • Patient Reported Outcome Measures (PROMs)
  • Staff/Employee Surveys
  • Department/Service-Centred
  • Feedback Surveys
  • Foundation Trust Membership Surveys
  • Catering/Cleaning Surveys
  • Patient/Service User/CustomerExperience Feedback
  • End-User Feedback

For more information about the Stakeholder Feedback and Survey Services procurement framework visit www.noecpc.nhs.uk/contracts/stakeholder-feedback-and-survey-service.

EleKiosks collect 16,000 thousand responses for GP Friends and Family Test (FFT)

The EleKiosk, our accessible touchscreen kiosk for patient feedback and information, has collected over 16,000 responses for the Friends and Family Test (FFT) in GP practices.

In January 2015 it became a mandatory requirement for GP practices to implement the Friends and Family Test (FFT). Every patient must be given the opportunity to leave their feedback to the question ‘How likely are you to recommend our GP Practice to friends and family if they needed similar care or treatment?’

As a leading provider of patient feedback systems, we created a package specifically for CCGs and GP practices, to enable them to carry out the Friends and Family Test (FFT). Using EleKiosks placed in GP practices, patients can leave their feedback in a way that’s quick, easy and accessible for them, and cost-effective for GP practices.

In under 12 months the EleKiosks have collected over 16,000 Friends and Family Test (FFT) responses across 3 CCGs (North Durham CCG, Durham Dales and Easington CCG, Heywood, Middleton and Rochdale CCG). The Friends and Family Test responses have been overwhelmingly positive, with over 80% of respondents saying they would be extremely likely or likely to recommend their GP practice. The Friends and Family Test (FFT) is also available as an online survey and as a paper survey each practice. However the kiosk is by far the most popular method of leaving feedback for patients, with over 75% of Friends and Family Test (FFT) responses being left through the kiosk at the point of care.

The Friends and Family Test (FFT) results collected by the EleKiosks match national trends. NHS England describe how it has produced ‘more than 10 million pieces of feedback’ since it launched in April 2013, and how 9 out of 10 patients say they would recommend the services they used.

With their eye-catching, friendly design and placement in busy areas such as waiting rooms, the accessible touchscreen kiosks are clearly an effective method of gaining Friends and Family Test (FFT) responses. Plus they have the benefit of real-time results with no extra work printing surveys or inputting responses. With another 6 CCGs and many more GP practices already signed up to our Friends and Family Test solution, we expect to see even more patients leave their feedback in the coming months. For more information about our Friends and Family Test (FFT) or CCG engagement packages please explore our website, or feel free to get in touch.

Improvements made to Friends and Family Test (FFT) Content Management System

Exciting news! Our Friends and Family Test (FFT) Content Management System (CMS) has be updated with new features.

As part of our Friends and Family Test (FFT) offering, we provide range of data collection and management tools. These include different versions of the Friends and Family Test (FFT) for different channels, real-time reports and dashboards, a user-friendly website which displays Friends and Family Test (FFT) results, comments and improvements for patients, and thematic text analysis.

Following an extensive customer feedback exercise, we are delighted to announce an upgrade to our Friends and Family Test (FFT) CMS. It means that all the elements of the Friends and Family Test can now be manged in one place. Friends and Family Test surveys and reports can be accessed within the CMS. Meanwhile customers can choose which patient comments to publish and list improvements they have made. What’s more, comments can be tagged with multiple themes and positive or negative labels, so that they can be quickly analysed to draw-out key themes. Simple user guides have been added, with ‘How-to-videos’ to follow in the near future.

We hope that customers enjoy these new features. Please feel free to contact us if you have any queries or would like more information.

The NHS should use technology more to increase efficiency, say 'most British adults'

Over two-thirds of British adults believe the NHS must use technology more, and this would increase efficiency, improve patient outcomes, and raise the overall patient experience.

The research, conducted by YouGov on behalf of Trustmarque Solutions, showed that healthcare professionals could do more to share information productively, which is consequentially affecting patient care and efficiency.

Elephant Kiosks provide accessible touchscreen kiosks for patients and service-users across the NHS. Our engaging EleKiosks are frequently first choice for gathering valuable patient feedback, and for providing service-users with important information.

Find out more about this study at Building Better Healthcare