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Friends & Family Test

The Friends and Family Test FFT is a feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience that can be used to improve services. It is not a traditional survey. It is a continuous feedback loop between patients and practices.

The primary aims of the FFT are to:

gather useful feedback from people who use services that can be fed directly to our staff, in a simple format, in near real time

identify areas where improvements can be made so practical action can be taken

inform current and prospective patients about the experiences of those who use the practices services.

The experience of FFT so far demonstrates that many of the problems it identifies are easily solved by practices, but the cumulative effect can be hugely positive for patients' experiences. Equally, the very many positive comments received through the FFT are very important for raising and maintaining the morale of hard working staff.

What is the initial FFT question?

It is as low a burden as possible on patients who want to provide feedback:

"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 needed similar care or treatment?"

The responses are: 'Extremely likely'; 'Likely'; 'Neither likely nor unlikely'; 'Unlikely'; 'Extremely unlikely'; or 'Don't know'.

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