Softm, a technology developed by Norwich-based feedback specialists Free Range People Ltd aims to deliver continuous improvements in all the facilities within all the Trust's buildings.
Softfm achieves this by constantly seeking to hear what users think of the services they receive, delivering more praise and helping seek out potential improvements. The intelligent system delivers instant insight to people operating the services as well as provide Trust managers with an electronic dashboard to oversee what issues are coming up, and what actions staff have taken.
Martin Kentish, founder of Free Range People and lead designer of the feedback system says "Whether a member of staff really appreciates the friendliness of the window cleaner or has something to say about the catering, softfm gives people using any service the opportunity to express their views, knowing the right people will get to hear it. "
By continuously monitoring people's experiences within the Trust, managers can focus their resources on what makes a positive difference. This leads to improvements in morale, efficiency and ultimately in a significant cost saving.
Users can text, email or use the web to offer their 'score' about their experience, and a description of that experience. Softfm captures the response and delivers it to the staff who are in a position to act upon it. By constantly building up a knowledgebase of staff responses it is easy to track improvements.
For further information, contact:
Martin Kentish, MD, martin@freerangepeople.co.uk
Paul Cracknell, Director of Business Support, Paul.Cracknell@nwmhp.nhs.uk