'In-the-moment' Omni-channel patient surveys are helping the NHS to transform the patient experience.

1. Supporting
the NHS
Transforming the
Patient Experience
“They may forget your
name, but they will never
forget how you made
them feel” Maya Angelou
®

2. 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.

3. 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 Valleys
NHS 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 excellence
as 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,andactwithopenness
and honesty.
WINNER: IBM Most Innovative Use of Technology Award

4. 02476 608 830info@crtviewpoint.com www.crtviewpoint.com
TELEMAIL 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)

5. We help our customers know their customers better

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.”

6. 02476 608 830info@crtviewpoint.com www.crtviewpoint.com
TELEMAIL WEB
Hello and welcome to CRT.
We’ve journeyed with the NHS for
over twelve years, during which
timewe’vewatchedyourlandscape
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 People
Half 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

7. We help our customers know their customers better
POSITIVE.
OUTCOMES.

8. ®
CONNECT
KNOWLEDGE
CAPTURE
SHARE
DRIVE
COMMUNICATE
CLARITY
REACT
SHOW
ENHANCE
REACH
CONTEXT
SPEED
IMPROVE
ENGAGE
interactive
patient
engagement
foran
excitingand
intuitive
user-
experience
unparalleled,
trusted
patient
intelligence
deeper
insightwith
onscreen
keyboards
bespoke
patient
experience
dashboards
and
unlimited
reports
quality
through
increased
efficiencies
andbetter
services
information
screens
within
surveys
meaningful
patient
experience
andclinical
auditdatain
theformats
youwant
stop
problems
intheir
trackswith
ViewPoint
LiveAlerts
patient
experience,
clinicalaudit
andstaff
engagement
8outof
10CRT
customers
say
ViewPoint
improves
their
reputation
give morede-
mographics
a voice with
easyread
andmulti-
language
surveys
sophisticated
patient
comment
analysis
capture
feedback in
fastmoving
environ-
mentswith
smiley face
surveys
yourpatients
matterwith
accessible,
easyfeedback
andinteract
withyour
patientsand
staff
02476 608 830info@crtviewpoint.com www.crtviewpoint.com
TELEMAIL WEB