July 2020
Surgery Connect incorporates an End User Survey that can be incorporated into calls on either a random, per service or universal basis. It includes the option to change text and branding
End User experience is combined with log information to create a full analysis of the performance of the video connection, both on a per-session basis and on a statistical basis across the board.
The screenshot below shows a call by call analysis of performance and includes data on browsers, connection speed and subjective user experience where recorded.
Captured data includes:
- Call date and time
- Bandwidth available at patient side
- Duration of call
- Whether patient opened the email/SMS
- Delay before opening
- Whether permission was given for microphone and camera
- Device type
- Device operating system
- Device browser
- Errors encountered
- Comments from the patient
- Whether the video call reverted to a PSTN phone call (if feature adopted)
Feedback Results to the Customer
The data displayed above can be reflected back to the customer on an anonymised report, either on a summarised or individual basis.
Reports can be delivered to individual providers in a multi provider delivery model, or summarised across the NHS111 estate.
Subject to further discussion, data sharing agreements and resources available to the customer, there is sufficient data to support a proactive complaints handling process.
Continuous Improvement
The data above is constantly monitored by X-on customer service staff and delivered back to the X-on Development team for analysis and product improvement.
As an example, a recent release of the iOS Operating System 13.4.1 contained a bug which prevented the users obtaining access to the camera. Through monitoring, the X-on team was able to immediately detect the problem before it became released into the public domain. In this case it was possible to create and release a workaround in a couple of days so impact on success rates was not significant. Apple released a fix for the bug in 13.5, however we did not see this reaching user devices until about 3 weeks after the problem was detected.
X-on has a commitment to invest in continuous improvement and welcomes good and bad feedback from customers and patients.
For further information on X-on Training please call Sales on 0333 332 0000.
