- Posted Tuesday July 22, 2014
Yesterday saw the formal announcement of the imminent introduction of the Friends and Family Test into General Practice and Community Services. This came as no surprise for most of us following the initial implementation into hospital departments, A&E and maternity wards in early 2013.
This new challenge poses many questions and concerns. General practice and community services can rest assured that there is help out there.
ERS Connect has been providing patient communication services to hospital trusts for over 10 years. We have helped trusts reach an impressive response rate of up to 45% for the Friends and Family Test- well above the national average!
We offer a range of fully managed services tailored to your patients ensuring that the Friends and Family Test is a success for you.
Here is our short summary of the NHS guidelines and how ERS Connect can help you...
Provide an opportunity for people who use the practice to give anonymous feedback through the FFT, except where it would be inappropriate to do so.
ERS Connect currently provides the following options to collect FFT responses. You can choose one option or a blend of options to best suit the needs of your patient population:
- Text Message (we run a full text survey module)
- IVR calls (interactive voice recognition)
- Agent calls
Use the standard wording of the FFT question and the responses. NHS England has published advice on how feedback can be collected from people who may not be able to answer the FFT question on their own.
We can build the standard FFT question for you, either on postcard, text, IVR or via and agent call and we can also help you to frame the question:
Include at least one follow up question which allows the opportunity to provide free text.
During ERS Connect’s set up service our client management team will work with you to agree the best follow up question to use for your practice. We can also collate the free text responses for you into a formal report and dashboards.
Submit data, in the format required, to NHS England each month.
We have a extensive suite of reports and dashboards available for you to use, this includes the standard UNIFY 2 report format for submission to NHS England.
If you would like further information about our services or simply some advice on where to begin with implementation of the Friends and Family Test, please get in touch with our account management team.
Tel: 0333 240 4010
We look forward to speaking to you and sharing our experiences with you.