Establish how successful the ‘hard’ and ‘soft’ support provided by the British Heart Foundation (BHF) was perceived to be – amongst those suffering from heart and circulatory diseases (along with their friends/family), as well as BHF nurses.
A series of in-depth interviews (face-to-face and telephone based) were conducted. This was subsequently followed up with a quantitative survey phase, to support the qualitative observations with the ‘hard numbers’.
The BHF were able to optimise their support services (across channels – digital and non-digital), refining the mechanisms employed to deliver the ‘softer’ emotional support. This also acted as a catalyst to embracing the use of social media, as part of a holistic support programme.