Successful start to Friends and Family Test rollout

Following the rollout of the Friends and Family Test (FFT) in March, the Trust would like to thank staff for their support in its successful start.

We have received nearly 1,000 responses from patients so far, which all give valuable and ‘real-time’ feedback on their experience with the service.

The results for the first quarter of the year are as follows:

• Emergency services – between April to June, 45 FFT feedback forms were completed and returned. 97.7% of patients advised that they would be ‘extremely likely’ to recommend the service to friends and family if they needed similar care or treatment.
• Patient transport services - between April to June, 609 FFT feedback forms were completed and returned. 95.7% of patients advised that they would either be ‘likely’ or ‘extremely likely’ to recommend the service.
• Primary care – between April to June, 281 FFT feedback forms were completed and returned. 96.4% of patients responded that they would be either ‘likely’ or ‘extremely likely’ to recommend the service. 

The FFT is a national scheme and we are required to provide all ‘see and treat’ 999 patients (i.e. those we do not convey), all patient transport service patients and all patients who we have a face to face contact with in the primary care service (such as in a primary care centre or at a home visit) with the opportunity to complete an FFT from.

A feedback form has been designed for each service so that we are able to capture specific feedback for these patient groups. The forms should be left with every patient to complete in their own time and return to us - the postage has already been paid. We are required to report our FFT results to both the commissioners and NHS England.

All staff are required to write the applicable number at the top of the form:

• 999: the CAD number
• PTS: the journey identifying number
• primary care service: case number.

If you have any questions in relation to the implementation of the FFT, please do not hesitate to contact the patient experience team on 01603 422757 or by email surveys@eastamb.nhs.uk. 

Published 3rd August 2015