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 1^st 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
January	Extremely Likely	Likely	Neither Likely nor unlikely	Unlikely	Extremely unlikely	Don’t Know	Total
	45	24	1	0	1	2	73

	Collection Method
	Hand Written	Telephone Call	Tablet Kiosk	SMS / Text Message	Smartphone Or On-line	Other
	73	0	0	0	0	0

	Percentage of extremely likely and likely					95%

	Response Category
February	Extremely Likely	Likely	Neither Likely nor unlikely	Unlikely	Extremely unlikely	Don’t Know	Total
	41	29	8	1	1	2	82

	Collection Method
	Hand Written	Telephone Call	Tablet Kiosk	SMS / Text Message	Smartphone Or On-line	Other
	82	0	0	0	0	0

	Percentage of extremely likely and likely					85%

	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	1				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	2				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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Friends & Family Test (1)

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Friends & Family Test (1)