NHS England and NHS Improvement has provided advice about changes to the Patient Friends and Family Test during COVID-19.

Key Changes to FFT

One of the key changes is  to stop using methods of feedback collection that may pose an increased risk of infection to either staff or patients (e.g. feedback cards or ipads/tablets). 

This means that  staff should stop handing patients FFT cards to complete.  Until further notice we have ceased collecting and accepting FFT cards.

Patients who are admitted to our ED services or who attend one of the following day case services/outpatient services (including telephone appointments) can still respond to the FFT question via text message or automated voicemail services:

  • Treatment Centre Daycase RHCH
  • DTC Daycase BNHH
  • Surgical Daycase Andover
  • BNH CCU Inpatients
  • General Surgery Outpatients
  • Urology Outpatients
  • Colorectal Surgery Outpatients
  • Hepatobiliary and Pancreatic Surgery Outpatients
  • Vascular Surgery Outpatients
  • Trauma and Orthopaedics Outpatients
  • ENT Outpatients
  • Ophthalmology Outpatients
  • Oral Surgery Outpatients
  • Orthodontics Outpatients
  • Maxillo –Facial Surgery Outpatients

Whilst the above patients now have the option to answer the new FFT question the requirement to implement the planned changes to the FFT survey by 1 April has been postponed. We will provide more advice about adopting the new question and timing requirements in due course. We are also exploring how we can offer the option of online feedback for patients, families and carers and will keep you updated.

What about patients that want to give feedback or raise concerns?

Patients may still want to give feedback about their experience or raise concerns, and they should be able to, but you should avoid any methods that have a risk of infection such as feedback cards or tablets.  Patients and carers should be encouraged to raise concerns at the point of care so you can help resolve them as quickly as possible. The customer care team is still working and responding to emails and  telephone calls.

The Trust is continuing to review ways in which patients can provide feedback of their experience with many patients  continuing to share  feedback with the Trust via text and voicemail.  Heroic, professional, dedicated, compassionate and caring are a few of the words used to describe you all and I certainly second those descriptions.

If you have any enquiries please do not hesitate to contact Jo Herneman:  Joanne.herneman@hhft.nhs.uk

Myth-busting FFT