To assure the highest quality in all aspects of patient care, the Surrey and Sussex Healthcare NHS Trust has implemented a patient feedback program in partnership with consumer engagement specialists Fizzback. Patients are invited to submit feedback via SMS text on any aspect of their experience. Fizzback’s unique artificial intelligence interprets the message and immediately forwards it to the appropriate team to follow up, at the same time replying to the patient, assuring them that they have been heard. Fizzback is applying the engagement best practices it has built with leading private sector companies such as Tesco, Phones 4u and Marks & Spencer.
According to Angela Stevenson, General Manager, Women and Children’s Health: “The service has proved extremely popular with our patients, many of whom have commented on how easy it is to use – just like sending any text message. The feedback so far has been very positive, especially so in messages relating to our staff, who are clearly going the extra mile in all aspects of care. As well as providing motivating feedback to our staff, the service identifies areas for potential improvement, all of which we proactively investigate as part of our ongoing commitment to building stronger patient relationships.”
Dr Miriam Stoppard, columnist and leading expert on child and women’s health issues, officially opened two modern mother and baby units at East Surrey Hospital. She joined Gail Wannell, Chief Executive of the Surrey and Sussex Healthcare NHS Trust, senior representatives from the healthcare community and local dignitaries at the launch of the new Birthing and Transitional Care Baby Units. The Fizzback service was officially launched at the unit opening ceremony, underlining the Trust’s commitment to listening.
Trust Chief Executive Gail Wannell, MP for Crawley Laura Moffatt and Dr Miriam Stoppard launch the service
About Fizzback
Fizzback helps brands to engage with their customers. The Fizzback™ service solicits instant customer feedback at the point of experience and employs a unique artificial intelligence engine to understand the nature, sentiment and tone of comments. Tailored responses are generated and delivered in real-time, driving meaningful conversations. Relevant staff are intelligently alerted, enabling companies to resolve customer issues quickly, and an interactive dashboard, including KPIs and verbatim customer feedback, helps senior management drive their business by voice-of-customer.
Fizzback™ is being used by companies determined to innovate and differentiate themselves through a superior customer experience. In practical terms it is like being able to walk the shop floor 24/7, listening to what your customers are saying and acting upon their insights.
Headquartered in London, Fizzback is privately owned and backed by Advent Venture Partners.
Contact: 0845 067 1000
About Surrey and Sussex Healthcare NHS Trust
The Trust provides a range of patient services from six locations across Surrey and Sussex, including our main site at East Surrey Hospital, Redhill. We also operate services from Crawley Hospital in partnership with West Sussex Primary Care Trust, who own and manage the site. Surrey and Sussex Healthcare NHS Trust Trust employs around 2,700 staff.
