1. Fr3dom
[Fr{ee}-dom]
Wechosetogodigitalbecausewewanted
aflexiblesystemthatwouldreportbackto
ourpeoplewhatpatientsweresayingabout
theircareasneartorealtimeaspossible.
Wealsowantedtobeabletopresentthe
resultsandfindingindifferentwaysatthepressofabutton…
Janice Sigsworth, Director of Nursing
Case Study: Imperial College NHS Trust
0845 6589796 info@fr3domhealth.co.uk www.fr3domhealth.co.uk
Pioneers in Patient Experience
Introduction
Imperial College Hospital NHS Trust
is one of the largest NHS Trusts in
the country serving a population of
some 3 million and handling 1 million
patient episodes each year.
As part of the Trust’s commitment
to involving and listening to patients
a decision was made to collect
continuous patient experience data
using only digital tools for the Friends
and Family Test and general patient
surveys. This was groundbreaking and
unique in the sector where paper was
still the dominant channel used.
Patient experience specialists Fr3dom
Health were appointed to partner with
the Trust to implement and manage
what is still the largest fully digital
patient experience
program in the
country.
Project summary January 2014
Over200devices -handheld,wall
mountedandkiosks
Morethan120differentsurveyscoded
andusedsince2011
Over325,000responses collected
CompletionofFriends&FamilyTeston
devices consistentlyexceedstargets

2. Fr3dom
[Fr{ee}-dom]
Challenges
The Trust divisions had specific
survey requirements, leading to
over 40 different surveys combining
common and unique question types.
By enabling divisional teams to put
together their own survey, ‘I-Track’
became embedded very quickly.
Reporting had to be real time from
Ward to Board while being flexible
enough to integrate seamlessly with
internal Trust reporting systems.
The system allows great flexibility.
Fr3dom Health was and remains the
only provider to deliver this model as
standard.
Early wins
‘I-Track’ was launched across the
Trusts five London locations in 2010.
Fr3dom Health ran staff training
and engagement events for over
1,000 nurses and each department
nominated an ‘I-Track Ambassador’
to promote up-take and ensure
compliance.
Within six weeks the whole Trust was
up and running across all sites and
real time patient feedback was being
used by front line staff.
In the first six months alone more
than 20,000 patients expressed
their views through the system and
all teams had access to real time
feedback.
Development &
Evolution
Surveys have changed over time and
Fr3dom health have accomodated
this with enhanced functionality and
flexibility in the system. The advent
of the Friends and Family Test has
been accommodated easily within
the system and further
uses are planned for
2014.
On-Going Success
I-track is now the largest Patient
Experience Programme of its type in
the country and has generated over
300,000 patient responses in its first
three years alone. Its performance
in the Friends and Family Test is
impressive and has enabled both
benchmarking and the opportunity
to implement solutions in response to
patient feedback.
It’simportanttokeepthe
surveyssimpleandhaveboth
numericaldataandfreetext.
Weareabletowordcloudour
freetextwhichourpeoplelike,it’saquick
waytogetthekeymessagesfrompatients
backtostaffataglance….
GuyYoung, Associate Director of Patient
Experience
0845 6589796 info@fr3domhealth.co.uk www.fr3domhealth.co.uk
Pioneering the use of digital data
capture in acute settings. For
more information on how you can
pave the way for enhanced patient
feedback, reduced nurse admin
time and cost contact Fr3dom
Health on the details below:
fr3dom [fr{ee}-dom] noun
1. A specialised body of people: pioneers in patient experience systems. 2. Highly
efficient processes: optimising outcomes and value. 3. Leading edge technology:
future proofing your investment.
Fr3dom Health: the total is greater than the sum of the parts…
Wehaveworkedwithour
peopletopresentdatainways
thattheyfindhelpfulandthat
drivesimprovementslocallyin
experienceandcare.
Sally Heywood, Divisional Director of
Nursing for Medicine
Wehaveupgradedourtablets
andusethetabletsforboth
ourgeneralpatientexperience
surveyandtheFFTsurvey.
Gill Bleeze, Lead Nurse Cardiothoracic
Lead Nurse
Imperial College Healthcare NHSTrust