Since December 1 2014, GP surgeries are contractually obliged to roll out the Friends and Family Test (FFT) to patients.
The Friends and Family Test comprises questions that allow patients to provide quick feedback to their practice, one of which is mandatory.
There are many different ways that practices can implement this, ie:
Regardless of how practices choose to collect the information, all data for the compulsory question will be submitted to NHS England monthly - as well as being published locally. This will give patients and staff a transparent overview of the surgery and a summary of the things that work well and things that could be changed.
Patients need to be aware that the Friends and Family Test is available as an opportunity to provide feedback. They do not need to be asked after every interaction.
Aside from allowing patients to have their say, the Friends and Family Test offers invaluable feedback to practices.
Good feedback can work to boost morale within the workplace, while constructive criticism can be used in a way that will improve the practice for patients and therefore facilitate that positive.
Providing the feedback is positive, the publicly viewable Friends and Family Test can also work as a good advertisement for your practice.
FPM Members can access a comprehensive guide to the mandatory requirements of the test, how to submit data and making the process inclusive in the Policies and Procedures Library.