From Monday 1st December 2014, as directed by NHS England, we implemented the Friends & Family Test.
This takes the form of a short questionnaire (please click here for an example) and is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.
The feedback gathered through the FFT is being used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care. 29.3.18 – We have been looking closely at the comments made on FFT responses and especially the negative comments. As these comments are anonymous we are unable to investigate individual issues raised and as a Practice that prides itself in listening to our patients’ complaints and putting systems in place to ensure similar problems do not occur in the future, we are finding these comments frustrating. Could we please ask that if you do have something you are unhappy with, no matter how small, in addition to the FFT you also speak to someone at the Practice. We will be pleased to listen and hopefully resolve the problem you are having with us.
While the results will not be statistically comparable against other organisations because of the various data collection methods, FFT will continue to provide a broad measure of patient experience that can be used alongside other data to inform service improvement and patient choice.
SELLINDGE SURGERY – FRIENDS & FAMILY TEST
RESULTS FOR SEPTEMBER 2018
We would like you to think about your recent experiences of our service.
How likely are you to recommend our GP practice to friends and family if they need similar care or treatment?
Number of completed cards: 91
Extremely likely: 58 Likely: 13
Neither likely or unlikely: 7 Unlikely: 7 Extremely unlikely: 5
Don’t know: 1
Can you tell us why you gave that response?
Here are a few examples of the responses:
Surgery is very efficient and friendly. Never have to wait too long and doc/nurse always has time.
The whole surgery is well run. My doctor covered everything comprehensively and I was confident in him. He has an excellent manner and was unhurried in his approach. Again I was happy he would devote the time required. Recapped and summarised at conclusion and very clear about follow up.
Having to wait 35 minutes as the GP was ‘running late’.
If you would like to have you say please complete one of our Friends & Family Test questionnaires.