The Pulse is a key internal resource for Trust staff. As previously mentioned, the pandemic has demonstrated how digital tools like it are an invaluable asset. According to SCFT statistics, “the COVID-19 pages were visited more than 15,000 times between March and May 2020, with guidance/information documents being downloaded hundreds of times.”
Unique page views (user traffic to the site) between July 2019 and June 2020 were generally shown to be quite high. But closer analysis indicated that most of these were for the homepage – which opens by default when staff launch their Internet browser. If you remove the homepage entirely, “less than 50% of staff access the intranet at all in a year, and those that do look at one page a month.”
The true value of designing this service around SCFT staff was not only in creating an intranet that was more functional for them, but one that they enjoyed using. For example, staff reported that significant amounts of time were lost in productivity. By identifying why, the redesign was able to propose changes to improve workflows, remove existing workarounds, and streamline current systems. This alone could possibly save a reported 20-25% of staff time. Usability and collaboration between staff could also be improved – introducing targeted training support and a simpler interface to address the mix of IT skills. Fundamentally, better digital services mean happier users. By affecting one you improve the other, and you cannot have a patient-first service without being staff-first.