The Friends and Family Test (FFT) is an important tool that allows patients and other people who use NHS services to give feedback on the experiences. Here is how you can create a simple online feedback form which you can send out to patients using Accurx!

The FFT is designed to be a quick and simple mechanism for NHS services to identify what is working well and improve the quality of patient experience. The NHS outlines that providers should make it as easy as they can for all patients and people using their services to use the FFT to give feedback. For more info on these guidelines and other tips and tricks for optimising your FFT, head to the official NHS FFT page and their detailed FFT guide

The FFT is made up of a single mandatory default question followed by at least one open free-text question so that people can express themselves in their own words. Use the NHS guide attached above to streamline these questions for your audience πŸ‘ͺ

Below we’ve outlined how you can really easily set up an FFT using a couple of free online survey platforms and get this sent out to your patients in no time!

Creating a Microsoft Form

You’ll need to log into a Microsoft account in order to create a Microsoft Form πŸ‘

Create a new form ✏️

  1. Head to https://forms.office.com/

  2. Click β€˜New Form’ at the top of the page.

Edit the title and description of your form

Here, you’ll want to clearly outline your service so users know what to base their feedback on. For example...

Thinking about your recent visit/your GP practice/your stay in the hospital/the service we provide etc.

Create your first question!

This will likely be the standard question for most settings. This question requires a 6-point response ⭐

  1. Click β€˜Add new’.

  2. To set up multiple choice answers, select β€˜Choice’

3. Write your question.

4. Click β€˜Add option’ at the bottom of the options and add all 6.

πŸ’‘ You can edit each option by clicking on it!

5. Turn on the β€˜Required’ toggle at the bottom so this question can’t be skipped.

Create your follow up questions

The NHS recommends a pair of free-text questions to follow up the standard question (as shown in the second screenshot below) πŸ‘‡

  1. To add a question, click the β€˜Add new’ button again.

  2. Select β€˜Text’.

3. Write your question(s)!

Adjust the settings and share with your patients

You need to make sure that your survey is accessible to everyone you share the link with. You’ll also need to ensure that all responses are anonymous.

  1. Click on β€˜Share’ in the top right-hand corner.

  2. In the first dropdown, ensure that β€˜Anyone can respond’ is selected.

3. Shorten your URL by checking the box so it take up less space in your messages.

4. Copy your link, paste into a message, and send!

For more information on how you can set this up to automatically send out to your patients, click here 🌟

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