The Trust s current appointment reminder service supplier is 360 CRM which uses automated calls and live agents.

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1 FREEDOM OF INFORMATION REQUEST REFERENCE Please find, below the responses to your request. Please provide details of the Trust s current appointment reminder service supplier/system including the reminder methods used i.e. SMS, s, automated calls or live agents. The Trust s current appointment reminder service supplier is 360 CRM which uses automated calls and live agents. The Trust runs its own SMS Reminder service. Please provide when the service was implemented and the specialties included? The 360 CRM service was implemented in September 2009 and rolled out to the following specialities: Orthopaedics, Rheumatology, Pain, Immunology, Dermatology, Diabetes & Endocrinology, Ophthalmology, General Surgery, ENT, Oral Surgery, Orthodontics, Urology, Plastic Surgery, Orthoptists. The SMS reminder service was launched on 1 st July 2011 and is in use for Paediatric Outpatients only. Please provide monthly values for the numbers of patients contacted/reminded? Over the last 6 month period, the average number of patients per month reminded by the 360 CRM service was 10,500 Please find below the monthly figures showing automated SMS messages sent since 1 st July 2011.

2 Please provide specific details of any aims/targets set of the reminder service and whether these have been achieved? The 360 CRM service was introduced to reduce the DNA (did not attend) rates and improve utilisation of clinic slots. The aims are being achieved. The SMS service was introduced to reduce the DNA rates in Paediatric Outpatients. A reduction has been achieved Please provide details of the member(s) of staff responsible for the implementation and continued running of the service and their role within the Trust? For 360 CRM: The General Manager for Surgery/T&O implementation of service The Bed & Theatre List Co-ordinator day to day maintenance of service The Assistant Patient Administration Manager Health Records day to day maintenance of service/patient queries For SMS service: The service was developed by the Trust s own development Team and is supported in-house within the Organisation Please provide details of: Supplier 360 CRM for automated calls and live agents In-house for the SMS service Expected contract length Ongoing for 360 CRM Not applicable for SMS service Contract review date Not applicable for 360 CRM Not applicable for SMS service Cost of contract to date Cost of contract for 360 CRM: The Trust has contacted 360 CRM stating that the Trust had received a Freedom of Information request asking for the cost of contract to date and the implementation costs and on-going/support costs, asking them if they would be willing to consider releasing the information. The company has stated that it would not be in their best interests to release the information as it was commercial in confidence and relevant to each individual customer s needs and demands and therefore tailor made. The release of costs would have major implications for any future business. Following the receipt of the company s response the Trust held a Public Interest Test to consider whether disclosure or exemption would benefit the public most.

3 It was considered that if the Trust was to disclose the cost of the contract, implementation costs and ongoing and support costs that this would damage the reputation of the Trust with suppliers and would result in the Trust being unable to secure competitive prices in the future, which would be to the detriment of the public. As such the Public Interest Test has weighed in favour of non disclosure. Therefore the Trust is using exemption 43(2) as the disclosure would be likely to prejudice the commercial interests of the Trust and 360 CRM. Cost of contract for SMS service: Not applicable as this service was development and is managed in-house Please provide details of the implementation costs and on-going/support costs The Trust has contacted 360 CRM stating that the Trust had received a Freedom of Information request asking for the cost of contract to date, the implementation costs and ongoing support costs, asking them if they would be willing to consider releasing the information. The company has stated that it would not be in their best interests to release the information as it was commercial in confidence and relevant to each individual customer s needs and demands and therefore tailor made. The release of costs would have major implications for any future business. Following the receipt of the company s response the Trust held a Public Interest Test to consider whether disclosure or exemption would benefit the public most. It was considered that if the Trust was to disclose the cost of the contract, implementation costs, ongoing and support costs that this would damage the reputation of the Trust with suppliers and would result in the Trust being unable to secure competitive prices in the future, which would be to the detriment of the public. As such the Public Interest Test has weighed in favour of non disclosure. Therefore the Trust is using exemption 43(2) as the disclosure would be likely to prejudice the commercial interests of the Trust and 360 CRM. Implementation costs and ongoing support costs for SMS service is not applicable as this was implemented in- house and is supported in-house Please provide details of the processes followed to procure an appointment reminder service Once the purpose of the system is defined the procurement is via the Trust s Procurement Department Please provide details of the channels used to publish the notification of procurement, for an appointment reminder service If it is a European tender it will be published on the European website: OJEU - Official Journal of European Union

4 RESPONSE FOR FOI Please provide details of the Trust s current appointment reminder service supplier/system including the reminder methods used i.e. SMS, s, automated calls or live agents. Please provide when the service was implemented and the specialties included? Please provide monthly values for the numbers of patients contacted/reminded? Please provide specific details of any aims/targets set of the reminder service and whether or not these have been achieved? Please provide details of any patient complaints or technical difficulties encountered whilst the service is in operation. No formal complaints received Can you confirm where the servers used to process the appointment reminders are located? If the service uses SMS; The Trust runs its own SMS Reminder service Do you use NHSmail or another? The Trust uses service for sending SMS messages for free. Where are the SMS carriers servers located? Dudley Group NHS Foundation Trust If the service uses automated IVR/IVM (Interactive Voice Response/Interactive voice Messaging) calls; Where are the servers that undertake these calls located? This information is not held by the Trust. Please see the response for a previous FOI ref Do the IVR servers process patient identifiable data? This information is not held by the Trust. Please see the response for a previous FOI ref If the service uses agent calls; What percentage of the overall service outcomes are completed by an agent? What information do agents have access to? Are all agents making the calls based in a call centre? Where are the call centres situated? If not what percentage of calls are made by home-based workers? Geographically, where are the home-based workers located What security measures are in place to prevent home-based workers from replicating the data locally? Are all home-based staff CRB checked? Have you received any complaints at all regarding the agent call service? (including but not limited to: manner, tone, ability to understand accents or dialects)

5 The information for the ten questions above is not held by the Trust. Please see the response for a previous FOI ref Please provide details of the member(s) of staff responsible for the implementation and continued running of the service and their role within the Trust? DO you have or have you considered any other uses for your reminder service? o If so what are they? No, not for this current reminder service Please provide details of: o Supplier o Expected contract length o Contract review date o Cost of contract to date Please provide details of the implementation costs and on-going/support costs? Please provide details of the processes followed to procure an appointment reminder service? Please provide details of the channels used to publish the notification of procurement, for an appointment reminder service?

6 Trust Headquarters Russells Hall Hospital Dudley West Midlands DY1 2HQ Date: 10/12/2012 FREEDOM OF INFORMATION ACT Ref: FOI/ With reference to your FOI request that was received on 06/11/2012 in connection with 'Appointment Reminder Services.' Your request for information has now been considered and the information requested is attached. Further information about your rights is also available from the Information Commissioner at: Information Commissioner Wycliffe House Water Lane Wilmslow Cheshire SK9 5AF Tel: Fax: Yours sincerely Information Governance Manager Room 34a, First Floor, Esk House, Russells Hall Hospital, Dudley, DY1 2HQ FOI@dgh.nhs.uk

Trust Headquarters Russells Hall Hospital Dudley West Midlands DY1 2HQ

Trust Headquarters Russells Hall Hospital Dudley West Midlands DY1 2HQ Trust Headquarters Russells Hall Hospital Dudley West Midlands DY1 2HQ Date: 15/11/2012 FREEDOM OF INFORMATION ACT 2000 - Ref: FOI/011260 With reference to your FOI request that was received on 11/10/2012

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