1. Eastham Group Practice
Friends and Family Test results and Feedback

2. Over View
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way for patients to give their views after receiving care or treatment across the NHS To complete the test patients are asked to answer the question: How likely are you to recommend our service to your friends and family if they needed similar care? The answers to this question ranges from Extremely likely to Extremely unlikely and service providers may ask a follow up question to prompt further feedback from patients. Here at Eastham Group Practice we ask our patients: Do you think the practice has improved over the last 12 months? We feel this gives patients the opportunity to provide positive feedback as well as suggestions for improvement.

3. Eastham Group practice FFT results 2016-2017 Part 1
Responses
Apr
May
Jun
Jul
Aug
Sep
Oct
Nov
Dec
Jan
Feb
Mar
Total
Extremely Likely 1 80 75 73 77 52 76 66 53 81 50
760
Likely 2 10 15 17 13 18 12 14 21
162
Don’t Know 6 3 5 4 30
Unlikely 7 40
Extremely Unlikely 44
Neither

4. Eastham Group Practice FFT Results 2016-2017 Part 2

5. Eastham Group Practice FFT Results 2016-2017 Part 3

6. Eastham Group Practice FFT Trends 2016-2017

7. Eastham Group Practice FFT trends Comparison from 2015, 2016 & 2017
Response % %
Don't Know 7 8
0.67
0.77
Extremely Unlikely 44 46
4.22
4.42
Unlikely 40 36
3.84
3.46
Neither 30 88
2.88
8.45
Likely
162
255
15.53
24.50
Extremely Likely
760
608
72.87
58.41
1043
1041

8. What have we learned?
63.33% of patients were positive with their feedback and are happy with the services we provide. (up from 58.78%)
13.18% of patients suggested areas for improvement particularly around telephoning for appointments and availability of appointments. (down from 19.59%)
23.48% of patients were negative with their feedback, again in particularly around telephoning for appointments and availability of appointments. (up from 21.62%)
The rate of responses remained relatively static throughout the year unlike last year when there was a large decrease in the number of responses received after.
Neutral feedback has been from new patients or patients who don’t attend often and so had no opinions to express
Patients feedback relating to GP’s & Nursing team consistently positive
Positive comments relating to the TV screen and the messages relayed this way
Negative comments relate predominantly to difficulty in getting an appointment - There is a clear need to improve our appointment system and find ways of efficiently maximising our availability in line with patient demand.

9. Contributing Factors
Implementation of new phone system took longer than expected with technical issues between TP providers. Now resolved so next phase of work can begin.
There is an element of patient education required to begin to influence patient behaviour.
New staff are joining the Practice Team including GP’s, Nurses and Clinical Pharmacist. It will take time to measure the impact that these new team members have on the services provided.
In the next 5 years, 4 long serving GP’s will potentially be retiring with Dr Burke retiring this month. There is bound to be an impact on the Practice in terms of loss of expertise, training opportunities and GP specialisms.
Practice will need to consider matching patients to services and may invest in more specialist clinics if this is identified as a need – this may not be GP led.
Speed Networking event held to help different teams within the Practice learn more about each other’s roles – this was extremely successful. Looking into future team activities and events to build on knowledge sharing.

10. Action Plan for future improvements
Review impact of new team members in 6 months time – hoping to see positive results from FFT
Reception staff to complete a demand survey to gage perspective of patient demand for appointments and services
Reception team to create a script for answering the telephones to enforce consistency & continuity
Admin staff to complete a survey to monitor how much work is being generated in-house
Look at ways to maximise use of technology to make patient journeys more efficient and effective
Use SMS, , TV Screens and Website to improve patient communication about planned changes and impact of the changes
Patients

11. Action Plan for future improvements
Liaise with other surgeries of a similar size to see how they operate their appointment system and the effect it has on their patient experiences
Engage fully with our patient participation group to ensure that any improvements/changes are patient centred and demand driven
Explore additional ways of obtaining patient feedback
Create a ‘you said we did’ board in reception to show patients how we have responded to their comments
Explore ways to further build on the Speed Networking event across departments to continue to build on knowledge or others roles
Implement revised phone options to help direct calls to the right area ir team for response
Patients