The Friends and Family Test (FFT) is an important tool that allows patients and other people who use NHS services to give feedback on their 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 👪
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!
*Please note that we advise you to discuss the use of Microsoft forms (including any other providers such as Google Office) with your Data Protection/Information Governance officer first.
Creating a Microsoft Form
You’ll need to log into a Microsoft account in order to create a Microsoft Form 👍
Create a new form ✏️
Head to https://forms.office.com/
Click ‘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 ⭐
Click ‘Add new’.
To set up multiple choice answers, select ‘Choice’
3. Write your question.
4. Click ‘Add option’ at the bottom of the options and add all 6.
💡 You can edit each option by clicking on it!
5. Turn on the ‘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) 👇
To add a question, click the ‘Add new’ button again.
Select ‘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.
Click on ‘Collect Responses’ in the top right-hand corner.
In the first dropdown, ensure that ‘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!
🌟 To save you a bit of time, we've made a template that you can duplicate into your Microsoft Forms account. Click here to find it! 🌟
Set up a spreadsheet for the responses
Click on the 'Responses' tab at the top of the page.
Click 'Open in Excel' to create a spreadsheet.
For more information on how you can set this up to automatically send out to your patients, click here 🌟
FAQs
How can I find data for a particular month?
How can I find data for a particular month?
Within Microsoft Forms, the responses are listed in chronological order. To extract data over a particular timeframe, you'll need to open a spreadsheet.
Under the responses tab click 'Open in Excel'. 💻
The data and time of each submission should be visible on the left-hand side. Scroll to the date you're looking for. 📆
Select the cells over this timeframe by clicking and dragging your mouse over the cells. 🐭
Copy this data by using CTRL + C on your keyboard. ⌨️
Paste the data in a new spreadsheet by using CTRL + V on your keyboard.
You can now share this spreadsheet with data on a particular month or timeframe with your colleagues or PCN.
My patients say they can't access the survey, why is this?
My patients say they can't access the survey, why is this?
If your patients click the link to the Friends and Family survey and are unable to view the questions you may need to double-check your settings 🔍
Anyone can respond settings ✅
When you click on ‘Collect Responses’ in the top right-hand corner, please ensure that ‘Anyone can respond’ is selected.
.
Shareable Link 🔗
Please make sure that you've provided the correct link to your patients in the post-appointment message.
When you click on ‘Collect Responses’, select the link icon (highlighted in blue) then copy the link 👇 That is the correct link to share with your patients.