South West Yorkshire Partnership Teaching Trust (SWYFT) has successfully launched an automated solution for the NHS Friends and Family Test (F&F) using PKB. This workflow demonstrates how Trusts can use existing data streams to drive patient engagement and statutory reporting without manual intervention.

The Challenge

Many Trusts struggle with the administrative burden of collecting F&F feedback. SWYFT previously relied on a third-party provider to process a daily CSV of eligible patients and send out survey links.

PKB Solution

SWYFT automated the workflow using PKB’s Advanced Questionnaires (AQs), which are triggered via their Trust Integration Engine (TIE).

• Automated Integration: Post-appointment, patient data is pulled into a daily CSV file. The TIE automatically intercepts this extract and triggers the PKB API, removing all manual administrative steps.

• The 30-Day Rule: To prevent survey fatigue, custom logic in the TIE filters out duplicates and ensures that a patient receives an F&F invitation only once every 30 days, regardless of how many appointments they attend.

• User Journey: The patient receives a standard PKB AQ notification. As the NHS F&F test must be strictly anonymous, the AQ includes a generic link that redirects the patient out of PKB to a secure Microsoft Forms page. This ensures their feedback remains unidentifiable.

Open

Key Benefits

• Zero admin: Fully automated for staff with no manual uploads 

• Cost efficiency: Utilises existing TIE infrastructure and PKB software

• Centralised communication: The survey invitation reinforces PKB as the Trust's digital front door

Next Steps

Building on their recent contract extension, SWYFT is using this successful framework as a proof of concept to scale their digital transformation. This expansion includes transitioning from static care plan delivery to dynamic, interactive resources, starting with a Mood Diary Care Plan in PKB and rolling out automated AQs across additional clinical pathways.