The challenge
This public healthcare provider delivers care to people with different access and communication needs. Its team wanted a structured way to gather current information from people waiting for services.
The provider needed to distribute questionnaires, follow up responses and calculate scores across a backlog of care requests. The process had to support different languages and people who did not respond digitally, while reducing the administration required of staff.
Reliable follow-up
Track responses and send reminders without treating every person as being at the same stage.
Inclusive access
Support multiple languages and provide a postal fallback.
Scoring administration
Calculate questionnaire scores to support the team’s prioritisation process.
What we did
8Squad connected survey responses, communication journeys and automated score calculations in Salesforce.
Invite and remind
SMS messages linked to a Salesforce survey, with reminders based on whether a person had responded.
Provide a non-digital fallback
The journey included a postal follow-up for people who did not respond to SMS.
Automate the administration
Scheduled data uploads, multilingual surveys and automated score calculations supported the workflow.
What changed
The team had a structured process for collecting responses and calculated scores, with digital reminders and a postal fallback. Automated data loading and score calculation reduced administration and supplied information to support prioritisation.
| Focus | Goal | Delivered capability |
|---|---|---|
| Follow-up | Collect current information from people waiting for care | Response-based reminders and a postal fallback |
| Scoring | Reduce manual score calculation | Automated questionnaire scores available to support prioritisation |
