1. NUM NUM RESPONSES FFT SCORE
Pharmacies 40 893 77
GPs 33 719 41
170 59Camden and Islington NHS FoundationTrust 3Teams
Whittington Community NHS Trust A&E 1351 62
What are we doing?
Local service providers have been co-
operating in a 12 week programme that
tracks individuals accessing multiple
healthcare services throughout the
area and seeks to join them up using
the Fr3dom Health Link Code system,
irrespective of where they enter the
system, or which service they use.
GPs and Pharmacies
All 37 GPs and 44 pharmacies in the
Islington CCG were provided with a
simple yet comprehensive kit including
posters, response cards and briefing
materials, everything needed to run the
Friends and Family Test.
Metal Health Trust
Teams involved included:
• Early Intervention
• Elderly / Memory services
• Psychological Therapies
What tools have we used?
A real combination – from tablets to
online, paper, sms and even interactive
voice, every option has been covered.
Acute & Community Trust
Included the Trust A&E department as
well as access to other FFT results.
So what has
happened?
FFT Pathways – can it be
done?
YES – without doubt. We have achieved
over 85% completion of our link codes,
so now we know where people are
coming from when they use a service as
well as what they think of the service.
GPs:
A vital linchpin they need
encouragement and support but most
importantly evidence of the relevance is
needed to help them commit. Verdict:
Key players but need encouragement.
Pharmacies:
The star turn – wow! Almost all have
joined in, fantastic effort and the first
time for most they have been asked to be
involved. This group holds one of the
keys to unlocking local opinion. Verdict:
Don’t do it without them.
Acute & Community Trust:
Vital to helping understand the views
of people with more serious problems.
Often the prime mover in wanting
to give feedback. Verdict: Helpful when
linked to their own challenges
(Outpatients / A&E) and these are the
areas most likely to draw them in.
Mental Health Trust:
Challenging environments and always
under pressure, these teams have
done so much to help. Their services
are rooted in relationships so they
intuitively understand why pathway
FFT is important from a community
perspective. Verdict: Team players, key
influencers
What are we learning?
Pathway FFT does work. All providers
throughout the area must be on board.
Use multi channel data capture – give
options. Pharmacies – their time is now.
GPs – it is coming so get involved.
0845 6589796 info@fr3domhealth.co.uk www.fr3domhealth.co.uk
Pioneers in Patient Experience
Friends and Family Test
in action:
A CCGs tale: Islington
FFT-A3IslingtonCCG-MAY14.indd 1 15/05/2014 09:17:06