Friends and family test or FFT, is implemented by all GP practices. It is also in use in hospitals and other NHS organisations.

The 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 a continuous feedback loop between patients and practices.

The FFT on its own does not provide results that can be used to directly compare practices. There are other more robust mechanisms for that, such as national GP patient survey and outcomes measures. However, for each practice it can provide valuable feedback about patient experiences of services and help mark progress over time.

Our application of the FFT

At Old Catton we will:

• Provide patients using the practice the opportunity to give anonymous feedback through the FFT.
• Use the standard wording of the FFT question which is ‘How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?’.
• Give the standardised response choices of: extremely likely, likely, neither likely nor unlikely, unlikely, extremely unlikely or don’t know.
• Assist patients who may not be able to answer the FFT question on their own. Reception can be asked for support in the strictest confidence.
• Ask a follow up question enquiring if patients have any further comments.
• Submit data to NHS England each month and publish results locally.

How patients will be asked

The opportunity will be available to those patients that want to provide feedback through the FFT at any time although patients do not need to respond to the FFT question after every interaction.

To try and reach as many people as possible who have had contact with the practice, it is intended that the FFT will be asked in a variety of ways. For example, an online Friends and Family Test form, a printed leaflet available in the waiting room or from a clinician, a follow up text message or part of a repeat prescription reminder.

For completed leaflets or prescription slips, there is a red feedback box in the main waiting area. Patients can anonymously post their responses in the box. Those who receive a text message will be able to reply. Their response will not be tracked to any individual.

Latest results

June 2020

• Total responses: 169
• Total recommend: 86%
• Total not recommend: 8%
• Neither recommend/not recommend: 6%
• Don’t know: 0%

Any questions or help required?

If you have any queries about the FFT or if you need any assistance in completing the questionnaire, please do not hesitate to Ask Reception a Question.

For more general information about it, visit the NHS Choices website.