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 👪

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 Google Form

You’ll need to log into a Google account in order to create a Google Form 👍

Create a new form

  1. Select the ‘Blank’ template under ‘Start a New Form’

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 scale as shown below 👇

  1. To set up multiple choice answers, select the drop-down to the right of your question.

  2. Click on ‘Multiple choice’.

  3. Click ‘Add option’ at the bottom of the options and add all 6.

    • You can edit each option by clicking on it!

  4. 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 on the standard question (as shown in the screenshots below) 👇

  1. To add a question, click the ➕ button in the toolbar to the right of your first question.

2. From the dropdown, select ‘Paragraph’, and write your free text question(s).

🌟 To save you a bit of time, we've made a template that you can duplicate into your Google Forms account. Click here to find it! 🌟

Set up a spreadsheet for the responses

  1. Click on the 'Responses' tab at the top of the page.

  2. Click the green icon on the right hand side to create a spreadsheet.

  3. Click 'Create a new spreadsheet' and name the spreadsheet something so you can easily find the responses.

  4. Click 'Create' and your Google account will create and link a spreadsheet with all of the questions populated. Every time you receive a new response to the Friends and Family survey it will appear in this spreadsheet.

    ⚡Top Tip: make sure the spreadsheet is shared with team members who need access to the results of the survey⚡

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 the ‘Settings’ tab at the top of the page.

  2. Select ‘Responses’.

  3. Ensure that both ‘Requires sign-in’ toggles are switched off.

  4. Select ‘Send’ in the top right of your screen.

5. Click on the 🔗 link tab.

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

7. 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 🌟

Did this answer your question?