What is the Friends and Family Test?
It’s a way of gathering anonymous feedback about your recent experience and it will enable us to understand what we do well and what aspects of the care we offer could be improved. The responses you give are not linked to your name or your medical records in any way.
You can feedback after an appointment, a telephone consultation, a home visit or phoning/attending the practice for administrative things such as a repeat prescription or blood results.
How does it work?
After having any type of contact with the practice you will have the opportunity to answer the following question:
"How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?”
You will be invited to respond by choosing one of six options, ranging from “extremely likely” to “extremely unlikely”.
To give more detailed and local feedback you will then be asked a follow up question chosen by the practice which is:
“Is there anything we could have done better?”
How will I be asked the questions?
At reception there will be paper with the Friends and Family [FFT] questionnaires. You can complete these whilst at the surgery or you can take it away and return it when convenient. Alternatively you can complete the questionnaire under the "Have your say" section on the right of the screen.
Who can give feedback?
Any patient registered with the practice can give feedback after each and every contact if you want to. As a carer or relative you can also give feedback.
What if I need more help to complete the questions?
Your carers, friends and relatives or our staff can help you but they must try not to answer for you.
How will my comments be used?
The staff at the practice will meet regularly to look at your anonymous feedback and to see what action can be taken. We will then share with all patients the feedback themes and anything we have done as a result of your comments.
Do I have to respond to the question/s?
No, participation is totally voluntary but if you do respond you will provide valuable information for us to ensure you have the best possible experience of care. We are keen to hear from you, whether your feedback is positive negative or indifferent.
How is my data managed?
The responses you give are NOT linked to your name or your medical records in any way. In order for the data to remain anonymous to the practice staff, your responses are collected and managed by an expert data partner. Our data partner and practice staff only see the anonymous responses and cannot link this to any individual patient.
From 1st December 2014, practice results will be shared with NHS England, Wessex GP practices, key professional stakeholders and our data partner. This is to enable learning. We will comply with the Data Protection Act 1998 and the common law duty of confidence when handling your data.
When you choose to participate by paper or online you are giving your consent. You can choose at ANY time to not participate by not completing the survey. If you do NOT want your anonymous comments published then please opt out when asked to during the test.
The NHS Friends and Family Test [FFT] was introduced across all hospital in patient and accident and emergency departments in April 2013 and maternity services in October 2013. It will be introduced across General practice in England from the 1st December 2014.