The Friends and Family Test

Giving every patient a voice

Giving the NHS Feedback to Improve

FFT

Friend or Foe?

Means nothing if nothing is done

Methodology – pros and cons

RobustnessUsability

A measure and in intervention?

Benefits

Patients

Given a voice

Information to inform choice

Challenge

Staff

Obtain regular feedback

Understand the problems

Implement solutions

My Dad………

Implementation Timetable

From April 2013

-

A&E & inpatients From October 2013

-

Maternity services

Reported and published monthly

Quarterly Friends and Family Test for Staff from April 2014

GPs

Mental Health services

Community services

By end Dec 2014

-

By end Dec 2014

-

By end Dec 2014

-All other NHS Funded services

By end March 2015

-

Progress so far• First inpatient/A&E publication July 2013• Over 1.5 million pieces of feedback provided • Maternity implemented from October 2013• First maternity publication 30th January 2014

– 93,000 responses

• Pilots tested FFT in different settings• Lots of work on making FFT accessible for all patients• Increasing numbers of examples of changes made as a result of feedback

We didn’t get everything right

Next steps• Reviewing the Friends and Family Test

• 2nd wave of pathfinders – more testing

• Preparing guidance for publication mid/late spring

• Planning extensive staff/patient/public engagement activities

• Ensuring that the data is used

Thank you

samanthariley@nhs.net

@samriley

#NHSFFT

England.friendsandfamilytest@nhs.net