Winner at the Patient Experience Network awards!

We are delighted to announce that Humber Teaching NHS Foundation Trust is one of ten Trust’s participating in a national initiative called Scale, Spread and Embed. The initiative was recently nominated for a Patient Experience Network National Award (PENNA) and it has won! 

Scale, Spread and Embed has won the prestigious PENNA award for Innovative Use of Technology/Social/Digital Media.

This is a fantastic achievement and testament to the hard work that has gone into this initiative.

Last year, our Trust commenced Phase 2 of the Scale, Spread and Embed national project which involves the digital processing of Friends and Family Test (FFT) data to drive improvements in patient experience.

The project builds on the Imperial College experience and aims to test and evaluate the usability of the Natural Language Processing (NLP) technology in combination with QI methodology across a range of NHS Trusts to improve patient experience. Over the next few months, the Trust will be introducing a new FFT dashboard using Power BI where an algorithm will be  built into the Dashboard to  show thematic analysis of the FFT feedback responses (positive and negative) by team, division, and the organisation. Our Trust receives large volumes of FFT feedback from patients accessing our GP practices therefore they were chosen as our pilot sites for the project. They have access to the thematically analysed feedback, and this is helping us to better understand patients’ positive and negative experiences so we can celebrate what is working well and develop Quality Improvement Charters where innovation is required. The work carried out within our Trust is progressing in a phased approach as follows:

Phase 1 – January 2023 – Market Weighton identified as the pilot team and commenced the project.

Phase 2 – September 2023 – Launch event took place to inaugurate the remaining Primary Care practices onto the pilot.  Now all 3 practices are on board.

Phase 3 – Autumn/Winter 2023 – To move main FFT dashboard over to Power BI where all services in the Trust will be able to access the ‘new look dashboard’ with thematic analysis of the qualitative feedback.

Phase 4 – Winter/Spring 2024 - To roll out and train all staff on the new Power BI FFT dashboard.

Mandy, Assistant Director of Patient and Carer Experience and Co-production at the Trust said, “Our commitment to patient and carer experience and engagement is embedded across all divisions in the organisation and is part of our culture, business as usual. We had already developed an in-house Friends and Family Test dashboard which is accessed by all staff (clinical and corporate), however this initiative has strengthened our approach considerably. Our GP practices receive hundreds of feedback comments each month, to drill down and analyse all of the individual comments is very time consuming. The project has enabled our pilot teams to access positive and negative thematic analysis at the press of a button saving time and ultimately helping identify quality improvement (QI) projects.”

Winning this award in collaboration with the other Trusts involved and the Imperial College is a fantastic accolade and the Trust will continue to build on the initiative as we progress through the next stages. Well done to all involved.