1. NHS Friends and Family Test – What is it all about? Jo-Ann Clutton Patient Experience Lead Cheshire, Warrington & Wirral Area Team June 2014

2. 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 2

3. 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”. 3

4. How will we be asked? The GP Practice will determine the delivery method but some examples are: Telephone Letter / post care Text message Touchscreen 4

5. 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. 5

6. 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. 6

7. 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. 7

8. Where can I find more information? NHS England website Source http://www.england.nhs.uk/statistics/statistical-work-areas/friends-and-family-test/http://www.england.nhs.uk/statistics/statistical-work-areas/friends-and-family-test/ 8

9. Questions? 9