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<p>The Friends and Family Test (FFT) was implemented as a mechanism to provide near
real-time feedback to identify both good and poor quality patient experience. Whilst
the FFT aims to capture overall patient experience, part of the experience that patients
may choose to comment on is whether they felt their care was safe. This information
can then be used by providers to consider what they do well and make improvements
where feedback is less positive. Commissioners and regulators monitor the results
of the FFT and the Care Quality Commission (CQC) uses the data - together with other
data such as mortality rates and ‘never events’ - as part of its new ‘Hospital Intelligence
Monitoring’. The monitoring service gives the CQC an understanding of areas of care
that need to be further investigated by inspectors:</p><p> </p><p> </p><p> </p><p><a
href="http://www.cqc.org.uk/public/hospital-intelligent-monitoring" target="_blank">http://www.cqc.org.uk/public/hospital-intelligent-monitoring</a></p><p>
</p><p> </p><p> </p><p>In April 2014, the Staff FFT was introduced to allow staff
feedback on NHS Services based on recent experience. The Staff FFT asks staff to rate
and comment on where they work as a place to work and as a place of care. This information
can then be used by employers to consider what they do well and make improvements
where feedback is less positive.</p><p> </p><p> </p><p> </p><p>Commissioners and regulators
also monitor the results of the Staff FFT, and the CQC uses this data as part of their
Intelligent Monitoring system. The response to this question is also displayed as
a key patient safety indicator on NHS Choices:</p><p> </p><p> </p><p> </p><p><a href="http://www.nhs.uk/NHSEngland/thenhs/patient-safety/Pages/patient-safety-indicators.aspx"
target="_blank">http://www.nhs.uk/NHSEngland/thenhs/patient-safety/Pages/patient-safety-indicators.aspx</a></p><p>
</p><p> </p><p> </p><p>In addition, hospital boards and other providers and commissioners
of services can consider the results of the FFT to consider the implications for quality
and safety. A NHS England review of the FFT found that it is performing well as a
service improvement tool, with 85% of trusts reporting that it is being used to improve
patient experience, and 78% saying that FFT has increased the emphasis placed on patient
experience in their trusts.</p><p> </p><p> </p><p> </p><p> </p><p> </p>
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