Case Study: Surrey & Sussex Healthcare NHS Trust achieves 17% response rate and real-time, actionable patient experience insights with InMoment

Surrey & Sussex Healthcare NHS Trust Launches Patient Experience Programme with InMoment

Surrey & Sussex Healthcare NHS Trust (SASH), which runs East Surrey Hospital and several community sites for a catchment of ~535,000 residents, faced a new Government requirement to implement the NHS Friends and Family Test (FFT). Rather than just collecting a single score, the Trust wanted richer, actionable patient feedback to drive operational improvements and demonstrate they listen to patients’ experiences.

Working with InMoment, SASH launched the “Your Care Matters” patient experience programme — a pilot across 25 wards that combined FFT and longer survey questions, real-time reporting, freephone/online response options and InMoment’s “Wow” alerts for outstanding staff. The programme exceeded DoH guidelines with a 17% pilot response rate, delivered ward-level insights for targeted improvements, and generated 500+ staff commendations, helping the Trust act on feedback and motivate teams.

Surrey & Sussex Healthcare NHS

Michael Wilson

Chief Executive Officer