The following are a few answers to common questions, regarding the Friends and Family Test;

What is the FFT?

The Friends and Family Test is an easy-to-understand, comparable question that will be asked of patients about the care and treatment they received in acute inpatient wards or A&E departments.

Why are Trusts doing this?wee people

The Department of Health want NHS organisations to obtain regular and timely feedback from patients about the care provided in the NHS, take ownership of the results and act on the feedback.

The Friends and Family test is unique because it will mean that patients across the country are given the chance to provide feedback on the care they receive via a standard approach. Using simple questions, makes the process quick, easy and relevant to specific parts of the NHS.

The answers are to be published, so patients can see how other services compare. It will also provide a large amount of information that NHS organisations can use, with other sources of intelligence, to identify both successes and problems.

This information can be used to improve the quality of experience.

What will be done with the results?

The results at ward level will be used by Trusts to help improve their services. Trusts will also use the results to help inform commissioning decisions for the local population. They will also be published so patients and the public can check how their local services perform.

What are FFT Health doing?
flyingSMS

We are offering Trusts a Systematic, Transparent, Timely and Inclusive mechanism to garner the feedback, using mobile phones. We use SMS, wherever possible, backed up by Web and Paper processes, along with potential integration with Tablets.

SMS is the fastest and simplest method to ask questions AFTER discharge, rather than at the point of discharge.

Why after Discharge?

FFT Health and it’s partners have worked in gathering experience and feedback for many years. We do not believe that using staff or volunteers, or voting booths, at the point of discharge is appropriate for most patients.

Patients need time to think about their experience and to be away from the place of treatment. This leads to more honest and considered feedback. No pressure is imparted and the patient is free to give honest comments about their experiences, without feeling embarrassed or stressed.

Most other FFT processes are designed around the discharge process – a time when patients are not in the right frame of mind to be delayed or sidetracked from getting home.

Is the FFT Anonymous?anonymous

This can be decided  by you at the point of discharge. At ffthealth, we can offer not only anonymous feedback, but also personalised to the point where the survey  only appears when you unlock using your chosen PIN number.

By preference, we believe, in copnsultation with patients and Trusts, that the feedback needs to be validated and referenceable, to allow personal attention to issues raised, as well as ensuring only the apporpriate patients can contribute. This allows individual wards to process data for service improvement.

i.e. if a patient send in a constructive comment about part of the service, then rightly they expect the Trust to take it seriously. This may entail drilling down for more information.

Of course, we can accomodate all perferences!