The results of September's Friends and Family Test are here. The comments are here.
What is the Friends and Family Test?
It’s a way of gathering anonymous feedback about your recent experience and it enables us to understand what we do well and what aspects of the care we offer could be improved. The responses you give are not linked to your name or your medical records in any way.
You can give feedback after an appointment, a telephone consultation, a home visit or phoning/attending the practice for administrative things such as a repeat prescription or blood results.
How does it work?
After having any type of contact with the practice you will have the opportunity to answer the following question:
"How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?”
You will be invited to respond by choosing one of six options, ranging from “extremely likely” to “extremely unlikely”.
To give more detailed and local feedback you will then be asked a follow up question chosen by the practice which is:
“If we could change one thing about your care or treatment to improve your experience, what would it be?”
How will I be asked the questions?
At reception there are slips of paper with the Friends and Family [FFT] test questions. These are for you to complete while you are at the surgery or for you to take away, complete and return when convenient. There is also a tablet PC at reception on which you may leave your feedback and a link here. Home visit patients will be given the paper feedback form by the visiting doctor or nurse.
Who can give feedback?
Any patient registered with the practice can give feedback after each and every contact if you want to. As a carer or relative you can also give feedback.
What if I need more help to complete the questions?
Your carers, friends and relatives or our staff can help you but they must try not to answer for you.
Is there an easy read form I can complete?
Some patients may find the phrasing of the questions difficult. If, after assistance, you would like to use one of our easy read forms, please ask our reception staff. These forms may be helpful for children and young people, people with dementia or learning disabilities, people with little/no English or low literacy and people with hearing or visual impairment.
How will my comments be used?
The staff at the practice will meet regularly to look at your anonymous feedback and to see what action can be taken. We will then share with all patients the feedback themes and anything we have done as a result of your comments.
Do I have to respond to the question/s?
No, participation is totally voluntary, but if you do respond you will provide valuable information for us to ensure you have the best possible experience of care. We are keen to hear from you, whether your feedback is positive, negative or indifferent.
How is my data managed?
The responses you give are NOT linked to your name or your medical records in any way. In order for the data to remain anonymous to the practice staff, your responses are collected and managed remotely. Practice staff only see the anonymous responses and cannot link this to any individual patient.
If you do NOT want your anonymous comments published then please opt out when asked to during the test.
Patient Voice - your patient reference group [PRG]
The results of the Friends and Family Test are discussed at Patient Voice meetings so that they can have a role in agreeing the actions we plan to take and in reviewing progress.