FRIENDS & FAMILY TEST
a shared ownership of business objectives.
Q) How do you think the FFT changes relationships between patients and clinicians?
There is a long way to go in communicating and marketing to the public their role in this change, let alone their understanding of FFT.
The system has also had trouble in articulating the underlying methodology. In early 2013, the change to a six point, rather than the more traditional Net Promoter System (NPS) 10+1 point scale, while a well-meaning attempt at simplification, was always a potential recipe for confusion, as the sector started to tinker with a globally established methodology.
We shouldn’t underestimate the ability of organisations to adapt, mature and reach new heights of service sophistication. Over- simplification won’t serve that potential in the longer term.
Q) What’s next for FFT?
On the whole FFT is certainly making an impact – we can see this with how it’s been gradually welcomed across secondary care and now primary care. We mustn’t lose sight of mental health and community services (the latter being one of the earliest ‘voluntary’ adopters to use it to enhance patient dialogue), plus, ideally, its application across all the pathways of public service.
Public engagement and the understanding of their role would be far greater if the question was experienced in all their interactions, not just healthcare.
I don’t mind which of the many possible indicators we use to calculate patient experience, as long as we use this information to
The scale is phenomenal; service industries would give their right arm for this amount of customer feedback. Like any new initiative, it has created a vibrant market for innovation in and outside the NHS.
We reflected on establishing a national supplier framework early on, but felt this might confine innovation and supply to larger players. We do need some discipline as this grows however, and a ‘permissive’ approach is not a green light for opportunism or commercial naivety at the expense of the public purse.
Q) How does the FFT impact organisations more widely?
At The Strategic Projects Team we not only see the importance of embedding this tool
It’s now up to us all to embrace this opportunity to deliver service excellence, as perceived by the ‘customer’. There is huge precedent in what it can bring in productivity and ultimately professional pleasure at all levels, to what the name says we are; a National Health Service.
Andrew MacPherson’s views are his own.
* Fred Reicheld – Co- author of ‘The Ultimate Question’ that outlines Net Promoter insight.
Andrew MacPherson
FOR MORE INFORMATION W:
www.thestrategicprojectsteam.co.uk
national health executive Sep/Oct 14 | 57
create a culture that is focused on transparently listening to patients and responding to their feedback.
In my personal experience, however, the original NPS had significant impact and appeal for clinicians early on during the Midlands and East launch, because of its significant track record outside the healthcare sector.
Apart from the global adoption of NPS across a whole range of service providers, there are a significant number of healthcare providers in and outside the NHS, who have an embedded and achieved sophisticated understanding of Reicheld’s* approach. We shouldn’t dismiss them just because we can’t articulate to a broader audience. Percentages and stars only go so far in meeting service professional needs and the drive for change; so it really depends on how high your aspirations are in creating a customer centric culture in the public sector.
Q) Data collection must be significant, how is it being managed?
throughout care settings as a patient feedback tool, it should be seen primarily as an organisational development tool that provides opportunity for leveraging a change within organisations.
We have already been delivering FFT best practice and shared learning within a suite of modules called ‘Towards Service Excellence’, which draw upon current work within our nursing directorates and my experience in other sectors. These modules support a challenged NHS today in taking maximum advantage of all engagement and continuing to build a culture focused on the best possible patient experience throughout their journey.
Ultimately, the NHS Friends and Family Test is the largest patient experience programme in the world. To date it has delivered over 5 million pieces of patient feedback and has all the potential to represent a revolution in patient experience, insight and engagement within the NHS. We have, however, so far only ‘scratched the surface’.
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104