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Friends & Family Test (1)

The FFT is a feedback survey that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience. That feedback should be used to improve services for patients.

 The approach is to be as flexible and inclusive as possible, while minimising the burden on providers and on patients who want to provide feedback.

 The FFT question asks if people would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT question provides a mechanism to highlight both good and poor patient experience.

 The free text comments are a rich source of information, which provide staff with a greater depth of understanding about the experience of patients. The results are available much more quickly than traditional survey methods, which enables us to take swift action where required.

 The FFT results are also one useful source of information which can help to inform choice for patients and the public. The presentation of the FFT results will change to a more transparent presentation of the data which both patients and staff will find easier to understand and use.

The results will be available on the Practice Web site; NHS England website and NHS Choices and providers can use these results to track their progress over time.

 The questionnaire will be available in the reception areas from the 1st December 2014, please spend a moment to complete it and help us shape the future of your surgery

We intend to collate the written comments on a quarterly basis, analysis them from which we will be able to take note of what our patients likes and what is needed to improve the already high quality services we supply to our patients. It is our intention wherever practical take your comments forward and implement them in the practice.

 Survey Results 

 Response Category
JanuaryExtremely LikelyLikelyNeither Likely nor unlikelyUnlikelyExtremely unlikelyDon’t KnowTotal
4524101273
       
Collection Method 
Hand WrittenTelephone CallTablet KioskSMS / Text MessageSmartphone Or On-lineOther 
7300000 
       
Percentage of extremely likely and likely95% 

 

 Response Category
FebruaryExtremely LikelyLikelyNeither Likely nor unlikelyUnlikelyExtremely unlikelyDon’t KnowTotal
4129811282
       
Collection Method 
Hand WrittenTelephone CallTablet KioskSMS / Text MessageSmartphone Or On-lineOther 
8200000 
       
Percentage of extremely likely and likely85%

 

 

 

 

Response Category

     

March

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

Total

 

44

21

1

0

0

0

66

        
 

Collection Method

     
 March

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

 
 

66

0

0

0

0

0

 
        
 

Percentage of extremely likely and likely

 

98%

 

 

Response Category

April

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

Total

71

23

1

1

2

 

98

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

98

 

 

 

 

 

Percentage of extremely likely and likely

96%

Response Category

May

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

Total

25

11

 

 

1

 

37

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

37

 

 

 

 

 

Percentage of extremely likely and likely

97%

 

 

Response Category

June

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

Total

26

12

 

 

 

 1

39

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

39

 

 

 

 

 

Percentage of extremely likely and likely

97%

Response Category

July

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

Total

20

8

 

 

 

 

28

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

28

 

 

 

 

 

Percentage of extremely likely and likely

100%

August

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

TotaResponse Categoryl

9

6

 

 

 

16

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

16

 

 

 

 

 

Percentage of extremely likely and likely

September

Extremely Likely

Likely

Neither Likely nor unlikely

Unlikely

Extremely unlikely

Don’t Know

TotaResponse Categoryl

11

6

 

 

 

16

Collection Method

Hand Written

Telephone Call

Tablet Kiosk

SMS / Text Message

Smartphone Or On-line

Other

19

 

 

 

 

 

Percentage of extremely likely and likely

89%



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