An amazing effort has been made by many services but one service in particular stood out: Summerfield GP and Urgent Care Walk in Centre. Since October 2016, the team here at Summerfield has been reporting in excess of 1100 FFT responses a month and are continuing on this path. In recognition of the tremendous efforts made, the team have been presented with the Most Improved Service Award for October 2016.
So what’s the secret to our success? Service Manager Rebecca McLinden, said: “We started rolling out FFT by placing the feedback forms and business cards in a prominent place by the reception area for service users to take. This was normal practice for a while.
“When the SMS option became available we tried to push this too but found that it was quite time-consuming, given how busy the service can get. We found that not many people were keen to take up the FFT questionnaire after their appointment and just wanted to leave and get on with their day.
“Prior to one of our quarterly reviews we looked through our monthly figures on Tableau for the first six months of the year and saw that uptake was very poor. As a service we were reporting a low number of FFT submissions that were not representative of the high volume of visitors to our service each month. After discussing ideas within the team on how we could drive up FFT we decided to change the way we were running it.
“In October 2016, rather than leave the forms out in reception we started to add the questionnaire to the front of each registration form. These would then be passed back to the receptionist or to doctor/nurse when the service user was called through. This allowed the service user to have the questionnaire with them during their appointment and when prompted by the clinician they were able to complete this and return to us at the end of their appointment.
“Our report showed that since changing the way we used FFT we’ve seen a tremendous increase in FFT responses. By implementing this change it is proving very successful. A fantastic achievement with such a small change and this is just one example of how our services are taking a hands-on approach to the Friends and Family Test.”
So, if you see a Friends and Family Test feedback form around, make sure you fill it in and ensure you play a part in improving your service!