Evaluation of the FFT as a tool for local service improvement
Research type
Research Study
Full title
Evaluation of the Friends and Family Test (FFT) as a tool for local service improvement. Focus on Primary Care
IRAS ID
186617
Contact name
Robert Erens
Contact email
Duration of Study in the UK
0 years, 5 months, 31 days
Research summary
The study was commissioned to PIRU by the Department of Health on request of NHS England. Its main focus is the implementation and the use of the Friends and Family Test (FFT) in NHS General Practices, with a specific focus on the use of free text comments for local improvement.
The FFT consists of a single quantitative question: “How likely are you to recommend our <ward/A&E department/etc> to friends and family if they needed similar care or treatment?” Answers are recorded on a 5 point scale from “extremely likely” to “extremely unlikely”. This is followed by an open-ended follow-up question asking why the patient gave a particular response. The implementation guidance left significant freedom to providers regarding the arrangements to be made roll out the FFT, including the collection method and the processing of free text comments.
The study will consist of 40 case studies in General Practices, where (a target of) 3 qualitative semi-structured interviews will be carried out. In each practice we plan to interview 1 practice manager (or other administrative role), 1 clinician (GP or nurse) and 1 representative of the patient participation group (PPGs provide patients' views and feedback and they were made a contractual requirement from April 2015; in case the PPG would not be available we will involve the local Healthwatch).
We will also carry out a number of qualitative interviews with NHS England regional and local area teams. Depending on the findings and the issues that would emerge, we may interview representatives from other national and regional bodies (the Care Quality Commission and Monitor).
The interviews will be aimed at collecting views, opinions and experience form staff in General Practice on how the FFT is being implemented, and whether and how the information it provides is being used to improve quality of care.REC name
N/A
REC reference
N/A