S72 - Day 1 - 0930 - The Friends and Family Test, giving every patient a voice, giving the NHS feedback to improve

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Health and Care Innovation Expo 2014, Pop-up University …

Health and Care Innovation Expo 2014, Pop-up University

S72 - Day 1 - 0930 - The Friends and Family Test, giving every patient a voice, giving the NHS feedback to improve

Samantha Riley

#Expo14NHS

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  • 1. The Friends and Family Test Giving every patient a voice Giving the NHS Feedback to Improve
  • 2. FFT Friend or Foe?
  • 3. Means nothing if nothing is done
  • 4. Methodology – pros and cons RobustnessUsability
  • 5. A measure and in intervention?
  • 6. Benefits Patients Given a voice Information to inform choice Challenge Staff Obtain regular feedback Understand the problems Implement solutions
  • 7. My Dad………
  • 8. Implementation Timetable From April 2013 - A&E & inpatients From October 2013 - Maternity services Reported and published monthly Quarterly Friends and Family Test for Staff from April 2014 GPs Mental Health services Community services By end Dec 2014 -By end Dec 2014 - By end Dec 2014 -All other NHS Funded services By end March 2015 -
  • 9. Progress so far • First inpatient/A&E publication July 2013 • Over 1.5 million pieces of feedback provided • Maternity implemented from October 2013 • First maternity publication 30th January 2014 – 93,000 responses • Pilots tested FFT in different settings • Lots of work on making FFT accessible for all patients • Increasing numbers of examples of changes made as a result of feedback
  • 10. We didn’t get everything right
  • 11. Next steps • Reviewing the Friends and Family Test • 2nd wave of pathfinders – more testing • Preparing guidance for publication mid/late spring • Planning extensive staff/patient/public engagement activities • Ensuring that the data is used
  • 12. Thank you samanthariley@nhs.net @samriley #NHSFFT England.friendsandfamilytest@nhs.net