How We Are Doing


What is the Friends and Family Test?

From January 2015 the FFT has been used to capture feedback from NHS funded Community and Mental Health services.

The FFT asks users of the service whether they would recommend the NHS service they have received to friends and family who need similar treatment or care

The FFT is asked at an agreed collection point, this may be on discharge, at a point in the pathway, at CPA review or quarterly.

The test provides us with important information: it is also the chance for you to provide feedback on the care and treatment that you have received and help us to improve services and see where we have done things right!

Friends and Family Test Animated Film

How does it Work?

You will be given a questionairre to complete when you are ready to be discharged from our services or at other key times in your pathway of care. You will be given a paper form or invited to answer the test questions at one of our electronic kiosks or on an iPad.

Questions are answered anonymously which means that you do not have to give us any personal information. You can ask a family member or carer to help you to complete the survey.

The Friends and Family Test (FFT) can be completed by following the appropriate web link below -

FFT 4 Button Master TemplateAdult Community Adult Mental Health Children and Families Specialist Services

Do you have to answer the Questions?

No, you don't have to take part, but feedback that we receive if you do take part will help us to deliver the best possible care for people who use our services.

How are the results used?

We analyse your comments and along with feedback from other service users we are provided with information which we can use to help us improve what we do in order to promote a positive experience.

This information gives us an invaluable insight into your thoughts and feelings in relation to the care and treatment you have received. This in turn allow Clinical teams to feedback to people who use our services the results and outcomes of the FFT in the NHS England suggested  "you said! we did" format.

December 2016 Results:

Number of
Responses
% Likely/Extremely Likely
to Recommend
% Unlikely to Recommend % Don't Know
       
1576 86.8% 5.0% 8.2%
       

FFT September 2015

Previous Trust Level Results:

Month Number of
Responses
% Likely/Extremely Likely
to Recommend
% Unlikely to Recommend % Don't Know
         
November 2016 3371 85.1% 2.8% 12.1%
October 2016 2535 91.0% 3.6% 5.4%
September 2016 1872 97.0% 1.8% 1.2%
August 2016 2331 97.1% 2.1% 0.8%
July 2016 1677 94.3% 3.5% 2.2%
June 2016 2488 91.5% 2.7% 5.8%
May 2016 2985 94.5% 2.1% 3.4%
April 2016 1847 94.6% 3.8% 1.8%
March 2016 2653 89.2% 3.1% 7.7%
February 2016 3295 92.8% 2.0% 5.2%
January 2016 2533 88.4% 4.4% 7.2%
Average for 2016 2299 92.3% 2.9% 4.8%
December 2015 1445 95.2% 1.3% 3.5%
November 2015 3377 96.8% 1.6% 1.6%
October 2015 1671 94.3% 4.1% 1.6%
September 2015 1005 94.4% 4.6% 1.0%
August 2015 1283 97.1% 1.8% 1.1%
July 2015 1206 95.8% 2.4% 1.7%
June 2015 1776 94.9% 3.2% 1.9%
May 2015 1549 97.4% 1.9% 0.7%
April 2015 1373 97.9% 1.5% 0.6%
March 2015 1710 97.1% 2.2% 0.8%
February 2015 1691 98.6% 0.8% 0.6%
January 2015 1188 95.4% 1.2% 3.4%
 December 2014 1224 97.7% 1.5% 1.8%
November 2014 714 97.1% 0.5% 2.4%
Average for 2015 1767 96.2% 2.2% 1.4%
         

 

FFT for Children and Young People

The FFT enables people using services to feedback and inform quality improvement and is based on the principles that all people who use NHS services should have the opportunity to provide real-time feedback on their experience. 

In September 2015 the Trust introduced a new format for the FFT specifically designed for use with Children and Younger people. This was co-designed with young people and received a runner up prize in the Best Accessibility Initiative at the NHS England Awards.

The new form has been enthusiastically embraced by children and young people in the Trust Children’s and Families Network and their voices are now being heard.  Analysis shows, that a higher volume of children and young people opt to select the ‘Don’t Know’ option on the questionnaire thereby increasing the percentage of responses in this category over the past few months.