1. Domain 4: Patient Experience | Presentation to Medical Directorate | July 20131 Friends and Family Test NHS England South region January 2014 Friends and Family Test update

2. Contact Paul Johanson Tel: 07766 367019 Email: pauljohanson@nhs.netpauljohanson@nhs.net Daniel Cox Tel: 07794 264242 Email: daniel.cox1@nhs.net

3. FFT – Friend or Foe? A cuckoo in the Patient Experience/Patient Engagement nest? A ‘must do’ – but if we think that’s all it is will we be missing an opportunity? Putting patient feedback and patient experience centre stage National profile and massive government support FFT is a tool that we have to learn how to use. Used correctly it could be an important lever in a revolution in healthcare

4. The ‘Golden Circle’ (Simon Sinek) HOW WHAT WHY

5. Friends & Family Test – the bigger picture We need to cultivate a new relationship with patients based on partnership, shared expertise and collaboration rather than the traditional model of a powerful expert delivering ‘cures’ to a passive and powerless patient We need to reframe how we see people who live with health problems and use services: they have crucial knowledge and untapped potential which is essential to the design and delivery of modern, effective and affordable healthcare FFT as a part of a suite of patient experience data and feedback FFT question as a catalyst for rich conversation, promoting dialogue throughout the system

6. Friends and Family Test – national picture A key priority for NHS England Announced by the Prime Minister 25 May 2012 FFT is the advance guard for patient experience Qualitative data will be where the value is as the focus moves away from numbers…’measuring the hugs’ Great progress overall have been achieved: - Integration of FFT into wider patient experience -Continually improving response rates across the region ……but still a long way to go!

7. Across NHS England (South) Led by Director of Nursing, Liz Redfern. Paul Johanson, Patient Experience Manager, linked to all Area Team leads and National Programme Board National Strategic Projects team (Daniel Cox, South Regional Relationship Manager) handing over programme management responsibility to NHS England by end January 2014 New programme management arrangements to be in place by end of January 2014

8. Headlines and milestones - 1 First Draft Guidance Shared with Providers and Suppliers 90 day pilots started 1 st October 2013 FFT in maternity services commenced 1 st October 2013 One million FFT responses Second phase pilots - ‘invitation to bid’ now open! and aiming to commence by end of February 2014 2 reviews underway: Cabinet Office and NHS-E: a comprehensive, full-scale review undertaken by Ipsos-Mori

9. Headlines and milestones - 2 Second phase pilots to report through Spring 2014 New FFT guidance publication for all work-streams into a single cohesive document by Spring 2014 2014/15 CQUIN guidance – now available: - Commissioners will need to be assured that their providers are on track to have fully implemented the staff Friends and Family Test from 1 April 2014. - Providers will need to ensure that they can provide staff Friends and Family results from 1 July 2014 at the latest that meet the national guidance. - Commissioners and providers will need to put in place implementation plans for rolling out the patient Friends and Family Test to other areas during 2014/15 - Providers will need to ensure that they can provide patient Friends and Family results from 1 October 2014 as per the national guidance.

10. Headlines and Milestones - 3 Locally managed work-streams: Implementation guidance Spring 2014 To have implemented by the end of December 2014: Mental Health, Community Services and GP Practices To have implemented by the end of March 2015: Primary care (including Pharmacists, Opticians, Dentists), Ambulance services, Acute outpatient and Day Case

11. Friends and Family Test Questions and Answers Samantha Riley: Director of Insight, NHS-E Paul Johanson: Regional Patient Experience Manager Gill Brook: Assistant Director of Nursing, BGSW Area Team Daniel Cox: Regional Relationship Manager

12. Roundtable discussion: FFT rollout planning Consider how you will roll-out the remaining work-streams across your local health economy: What are the risks, barriers and opportunities to FFT implementation? Who in your health economy should be involved and/or informed? How can you most effectively use your resources in the implementation of FFT? Working with Providers?....opportunities for partnerships? Pooled delivery?...can we do things together? Local capability and capacity?...do we have the right resources? What additional support might you need?....Awareness and engagement?...who should we be talking with?