Nobody Told Us
Families stop saying 'nobody told us' once the ward promises a daily update.
The job
Finds the wards where families say they get no updates on condition, results, care plan or discharge time. Sets a fixed daily update sent through the help line families already use, checks the promise is kept and confirms the complaint fades.
The moment
Three hospital wards account for 60% of families saying "nobody told us".
Ward 9's screen shows a waiting room with 41 empty chairs, each holding one family's words.
Ward 9 starts a daily family update at 17:00. Over six weeks the chairs fill one by one, as the log confirms each family was called.
The complaint rate halves. The ward's top compliment appears on the last chair, from a daughter: "the doctor called us every day at five".
What it does
- Register ward promise
- Send family promise card
- Send daily update and discharge-decision message
- Notify ward head
- Open quotes
What you see
A family waiting room of chairs holding families' own words, filling with silhouettes as kept promises are logged, with the ward list beneath
What it moves
Mentions of "nobody told us" per 100 bed-days on each ward, and the share of admissions whose family got the daily update.
Built for
- Frontline staff
