NHS Friends and Family Test (FTT)
The NHS Friends and Family Test was created to get feedback from patients regarding the services provided and satisfaction levels of patients to determine if patients are happy with the service provided. The nature of the survey is anonymous and is used by the practice to provide an insight into where improvements are needed.
If you would like to complete a FTT yourself, please click the link below:
Friend and family Test - Complete the form
SCORING:
- 5 = EXCELLENT SERVICE
- 4 = VERY GOOD SERVICE
- 3 = GOOD SERVICE
- 2 = FAIR SERVICE
- 1 = POOR SERVICE
FINDINGS:
Overall, a total of 138 responses were received, 122 of which were through Patchs.
Recommend service to friends and family – responses only through paper
Extremely likely | 44% (7 out of 16) |
Likely | 31% (5 out of 16) |
Neither | 13% (2 out of 16) |
Unlikely | 6% (1 out of 16) |
Extremely unlikely | 0 |
Don’t know | 0 |
Overall experience: - responses both through Patchs and on paper
Extremely likely | 25% (34 out of 138) |
Likely | 25% (34 out of 138) |
Neither | 22% (30 out of 138) |
Unlikely | 7.2% (10 out of 138) |
Extremely unlikely | 14% (19 out of 138) |
Don’t know | 8.0% (11 out of 138) |
Gender – responses only through paper
Disability - responses only through paper
Yes | 0 |
No | 75% (12 out of 16) |
Unanswered | 19% (3 out of 16) |
Please read a report summary below which highlights the findings for this month:
The Friends and Family Test for the month of August 2023 has had a total of 138 responses (16 online and 122 through the newly implemented Patchs platform. When asked how likely they were to recommend services to friends and family if they required similar care or treatment, 44% of patients voted extremely likely which was similar to last month. There were only 6% who voted unlikely which is a decrease of 4% from last month. When asked about their overall experience with access, staff and quality of care, 25% voted extremely likely and likely each, with only 7.2% voting for unlikely. Patients have continued to remark that the reception staff are polite and helpful with their matters – including patients who have said that the new appointment system has been explained clearly. Any problems that patients are having are being dealt with by the staff promptly, notably via text message links. The service was also appreciated, especially for those with priority health conditions as highlighted by a patient. Due to increased digital uptake by patients, the amounts of responses received with comments was much higher than previous months. As expected, any feedback comments, should patients have chosen to leave them, have been centred around the online platform Patchs (ease of use, expected outcome, etc). Some patients have remarked that getting an appointment now takes a lot more effort, whereas others have said that the new system is easier to use, suggesting that for some, it has made things more streamlined. There seems to be some miscommunication about the expected turnaround times as some patients seem to expect an appointment immediately following the submission of their request, however as patients become more accustomed to the new system, it is expected that patients will get used to the new triage system. Due to the anonymous nature of patient feedback, it is hard to define why certain patients are having difficulties with the transition (age, digital illiteracy, language barriers, disabilities), however some patients have specified their conditions in the feedback. The practice will aim to ensure that all concerns regarding digital access are taken seriously and patients are encouraged to explore their issues regarding digital access with staff who will be able to direct them accordingly. Overall, it seems that the uptake of the digital services by patients is not being majorly resisted and is projected to increase with the convenience is provides for both patients and practice staff alike.
Action Taken:
1.Dedicated member of staff answering all calls from age 75 and over, an option is available for patients over 75 to get connected to dedicated member of staff.
2. Sending message links for Patchs registration and to book appointments.
3.Channelised phone calls at different times for different requirement.
4.All patients under the age of 5 and above 75 are provided appointments on the day if required
5.Oportunistically we capture all alerts and attempt to sort out in one appointment.
6.Chronic disease management are arranged appointments by one stop clinic.
7. Amendements to the website to make accessing online services clearer including the creation of a FAQ page to direct patients to.
Following this survey, all of the above were reinforced to patients and staff.
We will start Accurex feedback directly through our new messaging system after patient’s consultations with Clinicians.