Healthcare Communications UK Ltd

Patient Experience & Friends and Family Test (FFT)

Healthcare Communications are #1 Market leaders in FFT, local surveys and patient experience. Multiple channels capture real time patient/staff feedback including SMS, online, phone, tablets, paper and kiosks. Our analytics and auto-reporting features are co-designed with NHS staff for instant results and includes sentiment analysis, free text theming & heatmap.


  • Real time patient feedback rich with insight, themes, sentiment analysis
  • High level results including FFT response rates and recommendation scores
  • Automated reporting for UNIFY, Board, Ward and bespoke options
  • Multiple communication modes ensure hard to reach groups are included
  • Functionality to support service improvements & CQC audit trails
  • RAG rated phrases within comments capture hidden experiences and opinions
  • Local survey FFT link enables organisation wide or bespoke feedback
  • Audit & Care quality surveys including hygiene and safety thermometer
  • Automate the triangulation of patient feedback from multiple sources
  • Collected across all care pathways and single episodes of care


  • Significant staff savings produced through automated survey process
  • Genuine anonymised feedback with majority of surveys offsite, no gaming
  • Designed to NHSE guidance, ongoing input from front line staff
  • Separates patient sentiment from ratings to locate hidden feedback
  • Staff time trawling through comments now focused on patient care
  • Local survey feedback picks up on common themes and issues
  • Data monitoring in real time red flags safety issues immediately
  • Interoperable to send feedback to other sources including NHS Choices
  • Action plans identify improvements responsibility & CQC audit trail
  • Embed ‘improvement mind set’ culture across all local clinical teams


£0.021 to £2 per unit

Service documents


G-Cloud 11

Service ID

3 7 6 3 4 6 9 9 7 8 1 3 0 9 4


Healthcare Communications UK Ltd

Cavan Shepherd

0845 9000 890

Service scope

Service scope
Software add-on or extension No
Cloud deployment model Private cloud
Service constraints No.
System requirements Non required

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Email tickets are acknowledged and receipted immediately and assigned to a member of the support team. Responses times are inline with our standard SLA
User can manage status and priority of support tickets No
Phone support Yes
Phone support availability 24 hours, 7 days a week
Web chat support No
Onsite support Onsite support
Support levels We provided our NHS clients with 24/7 telephone and email support provided by our Support Desk. Training and onsite project support can be provided if and when required.
Support available to third parties Yes

Onboarding and offboarding

Onboarding and offboarding
Getting started Onsite, remote and online training available within the service provision. User Documentation also available to download from the system.
Service documentation Yes
Documentation formats
  • PDF
  • Other
Other documentation formats
  • Online Tutorials
  • Word
  • Excel
  • Powerpoint
End-of-contract data extraction We can provide then with a relevant file format. inline with agreed exit plan
End-of-contract process All data is returned to the client, with all user accounts disabled within an agreed period following contract end date. All data is systematically deleted from HC systems.

Using the service

Using the service
Web browser interface Yes
Supported browsers
  • Internet Explorer 7
  • Internet Explorer 8
  • Internet Explorer 9
  • Internet Explorer 10
  • Internet Explorer 11
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari 9+
  • Opera
Application to install No
Designed for use on mobile devices Yes
Differences between the mobile and desktop service All functionality is still available, with lay out different to support device variance.
Service interface Yes
Description of service interface A local application is installed within the Trust network to receive, encrypt and transfer data securely to the hosted platform.
Accessibility standards None or don’t know
Description of accessibility All public facing web survey tools are supported through the use of Browsealoud technologies, enabling translation, reading tools and audio
Accessibility testing Services deployed in over 60 NHS Trusts.
What users can and can't do using the API They can connect to the service.
API documentation Yes
API documentation formats Other
API sandbox or test environment No
Customisation available Yes
Description of customisation In line with data held and client specified requirements.


Independence of resources We invest in the platform to ensure capacity is sufficient for demand.


Service usage metrics Yes
Metrics types Real-time reporting available via a secure web dashboard. Details all Inbound/Outbound communication activity and digital interactions. Supported by a monthly statement of account detailing billable units.
Full analytics of all survey feedback is hierarchy driven and includes quantitative tools as well as qualitative tools such as sentiment analysis
Reporting types
  • Real-time dashboards
  • Regular reports


Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Asset protection
Knowledge of data storage and processing locations Yes
Data storage and processing locations United Kingdom
User control over data storage and processing locations Yes
Datacentre security standards Managed by a third party
Penetration testing frequency At least once a year
Penetration testing approach ‘IT Health Check’ performed by a Tigerscheme qualified provider or a CREST-approved service provider
Protecting data at rest
  • Physical access control, complying with another standard
  • Encryption of all physical media
Data sanitisation process No
Equipment disposal approach A third-party destruction service

Data importing and exporting

Data importing and exporting
Data export approach Excel and CSV currently.
Data export formats
  • CSV
  • Other
Other data export formats Excel
Data import formats
  • CSV
  • Other
Other data import formats REST API

Data-in-transit protection

Data-in-transit protection
Data protection between buyer and supplier networks
  • Private network or public sector network
  • TLS (version 1.2 or above)
Data protection within supplier network
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

Availability and resilience
Guaranteed availability SLA's are 99.9% up time , no refunds are available.
Approach to resilience Available upon request.
Outage reporting Email and SMS alerts to key workers.

Identity and authentication

Identity and authentication
User authentication needed Yes
User authentication Username or password
Access restrictions in management interfaces and support channels User accounts are configured separately for management and support purposes.
Access restriction testing frequency At least once a year
Management access authentication Username or password

Audit information for users

Audit information for users
Access to user activity audit information Users receive audit information on a regular basis
How long user audit data is stored for At least 12 months
Access to supplier activity audit information No audit information available
How long system logs are stored for At least 12 months

Standards and certifications

Standards and certifications
ISO/IEC 27001 certification Yes
Who accredited the ISO/IEC 27001 CQS
ISO/IEC 27001 accreditation date 01/04/2019
What the ISO/IEC 27001 doesn’t cover It is a standard ISO 27001 accreditation.
ISO 28000:2007 certification No
CSA STAR certification No
PCI certification No
Other security certifications Yes
Any other security certifications
  • Data Security and Protection Toolkit v14
  • NHS Cyber Essentials

Security governance

Security governance
Named board-level person responsible for service security Yes
Security governance certified Yes
Security governance standards
  • ISO/IEC 27001
  • Other
Other security governance standards NHS Cyber Essentials
Data Security and Protection Toolkit
Information security policies and processes We have worked to ISO 27001 standards since accreditation in 2001 and relevant NHS Information Governance Toolkit requirements and NHS Cyber Essentials

Operational security

Operational security
Configuration and change management standard Supplier-defined controls
Configuration and change management approach Changes are implemented only after review and authorisation from relevant team members. Assessment is made for security and performance impacts.
Vulnerability management type Supplier-defined controls
Vulnerability management approach Potential threats are alerted through numerous sources including infrastructure suppliers, hardware and software supplier updates, NHS Digital CareCERT and other available media. Patches are deployed in a timely manner after internal review.
Protective monitoring type Supplier-defined controls
Protective monitoring approach The platform is monitored using automated measures and alerts are configured for intrusion detection. Incident responses are dealt with in-line with service SLA's.
Incident management type Supplier-defined controls
Incident management approach Incidents can be logged using our service desk by users. Incident reports are held internally and are provided to customers upon request.

Secure development

Secure development
Approach to secure software development best practice Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Public sector networks
Connection to public sector networks Yes
Connected networks
  • NHS Network (N3)
  • Health and Social Care Network (HSCN)


Price £0.021 to £2 per unit
Discount for educational organisations No
Free trial available No

Service documents

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