Under the freedom of information act, I would like to request the following information for all patient experience feedback work and contracts in place within the Trust:

1. Current supplier of patient experience/feedback services

Healthcare Communications UK ltd, plus in house facility

2. Value of contract

<£45,000 per year

3. Renewal date of current contract

To April 2018 with an option to extend for 2018/19

4. Contact details of officer responsible for the contract

Jamie Emery

Head of Patient Services and Engagement

Jamie.emery@heartofengland.nhs.uk

0121 424 3327

Dr Dawn Chaplin

Head Nurse – Patient Experience

Dawn.chaplin@heartofengland.nhs.uk

5. Details/description of service provided by current supplier

• Automated SMS/text and IVM (integrated Voice Message – landline) service for FFT across Emergency Department, Day Case and Outpatients.
• Envoy analysis platform to interrogate data in various ways.
• Sentiment analysis of themes emanating from FFT based on qualitative patient comment (both SMS and hand written received via the inpatient FFT which is based on card collection/paper and pen).
• Voice recording facility for participants who wish to leave verbal feedback.

1. Where contracts have been renewed in the last 6 months, please can you also provide a short list of suppliers that bid for each contract? 

Not applicable