FRIENDS & FAMILY TEST
rates, there is a danger that the easiest means of getting some boxes ticked is adopted, often with poor follow-through to improving services. NHS England is now focusing the roll- out of the FFT not only on ensuring all patients have an opportunity to answer the question and comment, but also on showing how the results are being used. Expect to see many examples from practices of ‘You said – We did’ stories being promoted.
Potential or actual?
In general practice, where patients have an on-going association with a practitioner, there is the opportunity to take a much more inclusive view of the service provided by measuring not just patients who have had a recent appointment, but all those who are on
the doctor’s list. The value of this should not be underestimated. For example, you can measure the impact of health promotion, practice convenience and alternatives to the GP services that are being used.
Making it useful
Of all healthcare services, doctors and dentists in general practice are two areas where actually having a choice and making a recommendation seems more realistic than for emergency and hospital services. Apart from the continuous rich stream of feedback comments, by adding even a few of the most obvious additional questions measuring accessibility, convenience, communication, care, empathy and effectiveness, a powerful profile of the quality of each practice and each doctor or
dentist can be compared. Making a difference
The most important result of measuring both the FFT and more exploratory questions about service in general practice must be to use those results on a weekly, monthly and strategic basis to improve the service provided.
By publishing those results on a continuous basis in practices and demonstrating the measured improvement, engagement with patients can be significantly improved – which is the key to making the best use of available resources.
FOR MORE INFORMATION W:
www.cometrica.co.uk
Four-fold increase in Friends and Family completion results at a Midlands NHS trust
Netcall helps the NHS meet the new Friends and Family Test regulations coming into place for April 2015. Mark Holmes, sales and marketing director, considers the challenges for trusts and discusses how an automated survey solution can make a real difference to patients and trusts alike.
By
April 2015, all NHS patients are eligible to complete a Friends and Family Test
(FFT), allowing patients to give their feedback on the service they received. Trusts are tasked with sourcing an effective solution for wider surveying of their patients.
Major considerations for trusts and hospitals include:
• Exceeding the 15% minimum response level • Patient friendly with minimal administration • Delivering actionable real-time results • Centralised solution across all departments
Netcall’s Friends and Family Surveys solution helped Mid Staffordshire increase its response rate four times over. In 2013, Mid Staffordshire NHS Foundation Trust’s previous best patient survey response rate was 7.9%. Already partnering with Netcall on operator call handling and routing, the trust extended the solution further to implement Netcall’s Friends
and Family Surveys solution. This uses patient- friendly, automated telephone calls to collect patient feedback and additional contextual comments, complying with upcoming 2015 regulations, and can be deployed across all departments if desired.
After discarding a costly, paper-based survey and going live, the trust saw a rapid
improvement in survey completion rates, from 7.9% to 31.5%. This is approximately double the average English A&E response rate for NHS trusts. At an average cost of just 1p per call, the solution is very cost-effective even for the largest of trusts.
Angela Grocott, head of patient experience at the trust, said: “We now only use the Netcall Friends and Family Surveys solution to obtain this feedback from our A&E patients; this has proven invaluable for gaining qualitative feedback to help us to develop our service based on the patient’s perspective.”
Netcall can ensure your trust complies with new FFT regulations, improve survey completion rates and reduce its costs.
FOR MORE INFORMATION
T: 0330 333 6100 and ask for ‘Friends and Family’ E:
sales@netcall.com W:
www.netcall.com/fft
national health executive Sep/Oct 14 | 55
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