Please reply to:
Name: Jeanette Randall
East Surrey Hospital
Title: FOI Officer
Tel: 01737 768511
Our ref: 6996
6 June 2022
Dear Amanda Freedom of information request
I am writing in response to your request for information which has been handled under
the Freedom of Information Act 2000 (FOIA).
Do you use any applications or tools to communicate with your patients digitally?
I am interested in all aspects of patient communication, but particularly:
- Pre- and post-operative communication
We do not use any applications / tools for pre and post-operative communication or
- Outpatients - Pathpoint vfc is used in the virtual fracture clinic. It’s a text system which
sends out links to patient information leaflets and signposts patients to contact the Trust.
- Emergency Care – N/A
- Patient engagement at home – Attend Anywhere used for virtual consultations. Netcall
Hub to electronically send patients appointment letters Voodoo for text messaging
- Patient satisfaction
We engage with patients digitally (text messaging) to solicit FFT and Your Care Matters
Please advise of the individual(s) (name and/or job title) with responsibility for developing
digital communications with patients. Katharine Horner - Head of Patient Safety and Risk
Also, do you have performance targets for monitoring patient satisfaction? We don’t have
formal performance targets for patient satisfaction, though we do report on our FFT
If so, please advise of the individual(s) (name and/or job title) with responsibility for
monitoring or reporting on these targets. Katharine Horner - Head of Patient Safety and
I hope this information is helpful, but if you are unhappy with our response, or the way in
which your request has been handled, you may request an independent internal review.
This would be undertaken by an appropriate senior member of staff at the Trust, who
were not involved in dealing with your original request. We aim to deal with internal
reviews within 20 working days following receipt. If you wish to request one, please set
out your grounds for asking for the review in writing and send it by post or email:
Please address your letter to “Freedom of Information – Information
Access Appeal” and send it to our address as shown on this letter.
Emails should be clearly marked ‘Information access appeal’ and sent
Should you remain dissatisfied following an internal review, you would have the right to
appeal to the Information Commissioner’s Office (ICO). However, I should point out that
under section 50 of the Freedom of Information Act, you are obliged to exhaust the
Trust’s own internal review process before appealing to the ICO. The ICO’s contact
Information Commissioner's Office
Tel: 0303 123 1113
We would also welcome your feedback on how well we met your expectations in handling
your FOIA request. If you have a couple of minutes, please click on this link
our Freedom of Information Customer Satisfaction Survey and let us know about your
experience. The survey is anonymous – unless you choose to provide your reference
Please contact me, quoting our reference, if you have any queries concerning this letter
and I will be happy to help.