NHS Gloucestershire CCG Gloucestershire PPG Network April 2016 Friends and Family Test FFT

What is the FFT? A feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience. It asks people if they would recommend the services they have used. Launched in April 2013, the FFT has been rolled out to most NHS-funded services in England, giving all patients the opportunity to leave feedback on their care and treatment.

Does FFT replace the existing compliments or complaints procedure, or other forms of feedback used by NHS providers? No, patients can still pass on compliments or complaints in the normal way. NHS funded providers can continue to use existing ways of gathering feedback, in addition to the Friends and Family Test.

National themes The FFT has produced more than 10 million pieces of feedback, making it the biggest source of patient opinion in the world. Scores so far have told us that at least nine out of ten patients would recommend the services they used to their loved ones. Patient comments also identify areas where improvements can be made so that providers can make care and treatment better for everyone.

The Friends and Family Test for staff From 1 April 2014, all NHS trusts providing acute, community, ambulance and mental health services in England were required to implement the FFT for staff.

Requirements for GP practices There are three key requirements of GP practices set out in the guidance: to make the opportunity to provide feedback through the FFT available to all patients at any time; to submit FFT data to the NHS England analytical team each month; and publish the data locally.

FT in GP Practices Practices can use a collection methodology to suit their local circumstances. Patients do not need to be asked to answer the FFT question after every appointment or contact with the practice, but they should be made aware that the opportunity to provide feedback is available. There are no response rate targets or minimum response numbers for GP practices.

FT in GP Practices Follow up questions can be attached to the initial FFT question Rich source of patient feedback to highlight and address concerns much faster than more traditional survey methods The results can be used by practices to track progress over time. Note: The FFT does not provide results that can be used to directly compare practices.

Local GP practice results: January 2016 Number of responses: 0 – 187 % recommend: 67% – 100% % not recommend: 33% - 0% 24 practices submitted no data 18 practices reported <10 responses

Questions for PPGs? Who is promoting FFT at your practice? What can you do to help your practice increase the number of responses? How could FFT be an opportunity for your practice to get wider get patient feedback?