See how real-time patient feedback is helping the NHS

Supportingthe NHS

Transforming the Patient Experience

“They may forget your name, but they will never

forget how you made them feel” Maya Angelou

®

CRT is proud to play a supporting role in the best that the NHS stands for. We’ve been equipping the NHS with rich patient insight for over twelve years. We know you want to focus your energies on high quality care, not collecting and analysing feedback. If any of the following statements resonate,

Our team of research and survey specialists work in partnership with hundreds of health professionals like you. We understand the challenges, promote best practice and are always on hand with advice.

Our technology develops apace, so you’ll be investing in a solution that maintains its position as best-in-class.

Helping the NHS improve the Patient Experience

If any of the following statements resonate, we’d be delighted to collaborate with you.

-Patient feedback should be at the centre of quality improvement.

-We’d like to engage with more of our patients.

-Some of our demographics are under-represented; we need to give them a voice!

-Patient surveys and reports stretch our time and resources.

-It’s time for cultural change.

-We need better ways of interpreting and communicating patient feedback.

24/7, tens of thousands of NHS service-users are answering surveys using our technology, giving trusts and clinics throughout the UK a clear view of patient experience in real-time. Trusted, valuable data are informing change, reducing complaints and raising standards in countless ways.

We help our customers know their customers better

We want to make things easy for you, every step of the way. That begins with listening to you. Our approach is highly consultative and we’ll always place your needs at the heart of what we do.

CRT’s main strength is the way they build relationships with their customers.” Tees, Esk and Wear ValleysNHS Foundation Trust

“Our ethos and approach

We’ve successfully implemented hundreds of patient feedback programmes across the NHS. We know what works - and what doesn’t. We’ll share that learning with you and shape a feedback programme that’s sympathetic to the needs of your patients, colleagues and environment.

Our passion is to equip the NHS for

“We weren’t looking for a company who simply parachuted in then left us to it. We wanted to work with people who

demonstrated the same commitment to patient

experience excellenceas we do.”

North East Ambulance Service NHS Foundation Trust

success. It’s people – not systems – that make the biggest difference. We’ll work with your personnel to help them feel motivated and supported. Our team is our most valuable asset too, and we recruit the highest caliber.

We aim to delight by exceeding expectations, and act with openness and honesty.

WINNER: IBM Most Innovative Use of Technology Award

02476 608 830 [email protected] www.crtviewpoint.comTELEMAIL WEB

An overview of what we do ViewPoint is a multi-channel survey, audit and reporting platform designed for ease and speed of use. It empowers health professionals to connect with patients and staff in different ways and see the data in one place.

Of course it’s what you do with the feedback and audit information that counts. We can help to steer you in in the right direction - and keep you on course. You choose the extent and depth of our consultancy.

The feedback captured via touchscreen kiosks and tablets, mobiles, paper or online surveys is relayed in real-time, allowing clinicians and managers to rapidly respond to service failures. ViewPoint is highly customisable, and will flex to fit your changing and growing needs.

Our unique Valid8™ technology - integral to ViewPoint - filters out nonsense responses. This patented innovation ensures your data and reports are accurate and trustworthy.

Pick and mix options from CRT include:

Self-serve

»» Backed by the training, telephone support and account management visits by our UK team.

Managed services

»» We can manage your entire patient experience programme or;

»» Let us take care of any elements where you’re short on expertise or time. For example, survey design, time-tabled reporting, quality improvement action planning.

»» If you have a system in place, allow us to fill in any gaps.

»» One-off research projects.

»» Bespoke clinical audit module.

ViewPoint’s reporting suite is powerful and responsive. See and share your patient and staff insight:

»» In any format – online dashboards, charts, graphs, RAG tables.

»» In any medium – downloadable PDFs and Excel ready to email.

»» By theme – our sentiment analysis makes sense of thousands of patient or staff comments.

»» With secure access – for example different wards or community based teams see only their feedback, whilst Trust HQ has a holistic view.

»» Ready to import to other systems – e.g. for Friends and Family Test reporting or in-house packages.

Patient Experience reporting dashboard (example)


ViewPointP L A T F O R M

kiosk

mobile

tablet

online

paper

telephone

Multi-channel patient feedback: one reporting hub

“CRT’s presentation had the wow factor. There was a sense of everyone stopping and catching their breath as they absorbed some very powerful information.”


Hello and welcome to CRT.

We’ve journeyed with the NHS for over twelve years, during which time we’ve watched your landscape transform. In many ways we’ve mirrored that transformation, as our solutions and services have evolved to support and meet your new challenges.

There’s been one constant however, and that’s people. It’s in our

Message from our CEO, Simon Rowland

partnerships with you that we’ve forged something special, and we’re as committed as ever in our pursuit of service excellence.

We continue to innovate and adapt, listen and respond and we look forward to getting to know you and your team.

Every success!

Our diverse, helpful team includes NHS specialists, real-time research experts and world-class software developers. We’re active members of the Institute of Customer Service and have alliances with other respected research and technology companies. This enables us to give good value and offer a range of feedback options and services without our customers having to source them from elsewhere.

Our PeopleHalf of our work is with the health sector and half with the private sector, including Waitrose. This enables us to transfer the latest thinking and innovations in customer engagement into NHS settings.

We love our customers and we love what we do.” Simon Rowland, CEO.

“

There’s a shared commitment and purpose. Our customers tell us we’re different.”

“Nicky Allen, CRT’s Customer

Operations Manager


POSITIVE.OUTCOMES.

®

CONN

ECT

KNOW

LEDG

E

CAPT

URE

SHAR

E

DRIV

E

COMM

UNIC

ATE

CLAR

ITY

REAC

T

SHOW

ENHA

NCE

REAC

H

CONT

EXT

SPEE

D

IMPR

OVE

ENGA

GE

interactive patient engagement for an exciting and intuitive user-experience

unparalleled, trusted patient intelligence

deeper insight with onscreen keyboards

bespoke patient experience dashboards and unlimited reports

quality through increased efficiencies and better services

information screens within surveys

meaningful patient experience and clinical audit data in the formats you want

stop problems in their tracks with ViewPoint Live Alerts

patient experience, clinical audit and staff engagement

8 out of 10 CRT customers say ViewPoint improves their reputation

give more de-mographics a voice with easy read and multi-language surveys

sophisticated patient comment analysis

capture feedback in fast moving environ-ments with smiley face surveys

your patients matter with accessible, easy feedback

and interact with your patients and staff


Healthcare

See how real-time patient feedback is helping the NHS