NHS Friends and Family Test – What is it all about?

Jo-Ann Clutton

Patient Experience Lead

Cheshire, Warrington & Wirral Area Team

June 2014

Introduction to the Friends and Family Test

• Friends and Family Test (FFT) is a simple feedback tool which allows patients and staff to give their feedback on NHS Services.

• Part of NHS England’s Business Plan 2014/15 – 2016/17 “Putting Patients First”.

http://www.england.nhs.uk/wp-content/uploads/2014/04/ppf-1415-1617-wa.pdf

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The Question?

• “How likely are you to recommend the service to friends and family if they needed similar care or treatment?”

• A follow-up question for GP services is currently being piloted and yet to be determined.

• The answers are on a sliding scale of “extremely likely to extremely unlikely”.

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How will we be asked?

• The GP Practice will determine the delivery method but some examples are:

• Telephone

• Letter / post care

• Text message

• Touchscreen

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Results

• Anonymous;

• Feedback is both positive and negative based on free text;

• Results are published at monthly intervals on both NHS England and NHS Choices websites;

• Awaiting guidance for GP services.

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National Timetable

Patients:

• April 2013 introduced into Acute Trusts for inpatient/overnight stays and A&E attendances;

• October 2013 introduced for maternity;

• December 2014 it will be introduced for General Practice, Community and Mental Health Services;

• From April 2015 rest of NHS Funded Care.

Staff:

• April 2014 for staff working in all Acute, Community, Ambulance and Mental Health Services.

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Benefits of FFT

• A simple, comparable test when combined with follow-up questions makes it easy to show good and bad performance encouraging staff to make improvements.

• Staff have access to up to date patient feedback which will be used to take immediate action where necessary.

• Patients are empowered to make informed decisions about their care and also challenge NHS services to improve.

• Commissioners are able to benchmark providers such as the Countess of Chester and Wirral University Hospital Trust.

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Where can I find more information?

• NHS England website

Source http://www.england.nhs.uk/statistics/statistical-work-areas/friends-and-family-test/

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Questions?

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