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Heartbeat: Friends and family – the true test of the patient experience

April 22, 2020

The Friends and Family Test has been a staple in our workplace since its introduction in 2013. It is however changing to better meet the needs and challenges of our organisation and patient groups.

The Friends and Family Test (FFT) is a quick and simple way for patients to give feedback about their experience. It is a continuous improvement tool that gives patients the opportunity to anonymously feedback to our Trust about their care and treatment.

Friends and Family Tests provide a way to continuously track the experiences of patients across our organisation. This allows us to respond quickly and effectively should an issue become evident, and likewise, to celebrate any positive developments.

Feedback can draw our attention to any immediate or specific issues, as well as identifying themes. Along with questions about the overall experience, we will also be asking patients whether we met their expectations and if there is anything else they can tell us.

Individuals can still give feedback via SMS text message, interactive voice messages (IVM) or FFT postcards. The mandatory requirement to ask for feedback at specific times will be removed. This will enable patients to give feedback in real-time – allowing us to address any issues promptly.

Checklist:

  • Ensure FFT posters and leaflets are visible in your area
  • Inform patients that they will be contacted for anonymous feedback, but there is an ‘opt out’ option should they wish to do so.
  • Return all completed postcards to Shila Patel, Bryan Knight Suite, Sandwell Hospital making sure your ward/department name is clearly written on each postcard.
  • Log on to the envoy portal weekly to view feedback/ comments received to identify themes or issues raised. Take action where you can to implement any quick wins and follow up with any other issues that may arise.