Transcript Document

Friends and Family Test
Implementation Guidance – slides 2-6
Supporting information – slides 7-20
The materials – slides 21-24
Beverley Balin
Patient Experience Manager
1
How to get started
From 1 April 2015, all patients seen in any NHS service must be
given the opportunity to respond to the Friends and Family Test.
You must make sure the FFT is available for all patients in your
area; how you do that locally is best decided locally with your teams
using the guidance and information that follows.
The materials you require are: paper response cards (to be given to
all patients whether seen in the community or on a site), and posters
and post boxes for where patients are seen on a hospital site.
Response cards and posters are downloadable from the extranet.
Post boxes are being delivered to each hospital site. If you want to
order a more permanent box they can be ordered via Integra
(code:WYB1223)
2
Printing the cards
Click on the FFT response card icon – the response card icon will
come up on the screen.
The cards are generic and on pdf but the blue boxes are editable.
Easy read version and a children’s version are also available (soon)
In the blue edit box please type the name of the service (using
the names on the list provided). If cards come back to Sedgemoor
for data entry without the team/service/ward name they will not be
attributable and will be wasted.
Print as many as you will require.
You can type the name and print directly from the extranet each time
you need to print more (although you can save the template, it won’t
save with the name typed).
3
Printing the posters
Click on the FFT response card icon – the poster icon you
selected will come up on the screen.
Select to print in A4 or A3.
Print enough so that patients can see them from different points of
view.
Laminate and put them on display.
Ensure you have printed cards available in the department.
Please remove any local feedback system e.g. comment books
4
Collecting the returns
Encouraging patients to complete and put in the post box whilst
they are still in the ward or department has proven to increase the
number of responses (and helps to keep costs down).
If patients want to post it back (or if it works better for your service to
ask them to complete at home and then post back) then this is
possible using the FFT Freepost address printed on the card.
In this case, please give patients an addressed envelope. You will
need to print some address labels for envelopes locally.
5
Returning FFT cards to Sedgemoor
Cards collected locally should
be returned to Sedgemoor
using the internal courier.
Please collate weekly, and
return to:
‘Friends and Family Test’
Peninsula Community Health
Sedgemoor Level 4
St Austell
PL25 5AS
Please ensure that you send the
cards back weekly.
Do not send a month’s worth
back at the end of the month
because the data entry needs to
be done throughout the month.
Cards collected in the last week
of the month need to be sent
promptly to Sedgemoor because
the data needs to be entered
before the end of the seventh
working day of the following
month.
6
The guidance states:
“the opportunity to give feedback via
the FFT should always be available”
This means that there is never a ‘wrong’ time for patients to
give their feedback.
If they ask to do the FFT, they should be given the card or
shown where to go online.
7
FFT Rollout Timetable
1 April 2013
Wards and Minor Injury Units
1 Jan 2015
Community Nursing, EIS, ACAH,
Integrated Rehab, Specialist Falls, Neurology
1April 2015
All other services
There will not be a national FFT CQUIN for 2015-2016
but it will be included in the NHS Contract
It is a ‘must do’ across all patient groups in all services
8
Some fundamental principles
The purpose of the FFT across the whole NHS is to create a culture
where patients expect to be given the opportunity to feedback and
NHS staff value and act upon patient needs and wishes.
Patients have a right to participate in giving feedback to the NHS,
and in considering their future care they have a right to see what
others have said to help inform their choices and decisions.
The FFT gives patients a voice and provides with the opportunity to
feed back during or after their care and treatment.
The FFT is not a traditional survey. It is a continuous feedback loop
between patients and service providers.
9
When to give patients the FFT
(not applicable to wards and MIUs)
Local flexibility is permitted over the degree and frequency of
promotion of the FFT, and at which ‘touch-points’ in a pathway this
occurs.
In planning this, service leads must ensure that they will hear from
the full spectrum of their patient community, and in sufficient
volumes so as to be useful improving the service locally.
The opportunity to answer the FFT must always be available,
but the question does not need to be directly put to people after
every appointment.
However, you might want to identify certain groups of patients, or
certain parts of a pathway where a more proactive approach could
be taken to identify any areas of concern specific to those groups.
10
FFT for Outpatients
FFT applies to all patients being seen in outpatient clinics.
For now, it is important to ensure that patients attending any
PCH-led clinic are given the opportunity to respond to the FFT.
PCH clinics are therapy or nurse-led.
Where PCH hospitals host acute trust consultant clinics, we
have no arrangement as yet with any of our neighbouring acute
trust providers to implement the FFT for them. Eventually some
arrangements will need to be made, but from 1st April, until
further notice, do not proactively offer the FFT to these patients.
If a patient requests a card however, they are entitled to have
one, and if staff mark it RCHT or Derriford (or North Devon), we
could forward it on from Sedgemooor.
11
Measuring response rates (or not)?
For inpatients and MIU attendees, all patients must continue to be
given the question after discharge or attendance. Response rates
for these groups will continue to be measured and reported until we
are informed otherwise.
For all other services, response rates will not be measured or
reported. However, 3 important points here are:
1. All patients must ‘know’ that they can give feedback via the FFT
if they wish (so how will you ensure this?).
2. The opportunity to feed back must always be available to them.
3. You will be asked to demonstrate what actions you have taken
locally in response to feedback so you will need to generate
sufficient feedback to act on.
12
Some changes to national guidance
(Applicable to all areas including wards and MIUs)
From 1 January the FFT is now scored as a %
(the old Net Promoter Score methodology which gave a score
ranging from -100 to +100 has been discontinued).
All patients must now be included, including children and young
people and others who might require more accessible methods.
A children and young person’s version of the FFT, and an Easy
Read version can be used, or they can be helped to answer.
A note about token collection systems – PCH has never used this
method because we would not have been able to capture
qualitative comments. However those organisations that have
used them must now stop – from 1 April 2015, they are no longer
permitted in any location.
13
Can parents, carers, staff or volunteers
help to complete the response?
Yes
Wherever possible, the FFT feedback should be collected from
the patient.
In some cases, patients may wish to give feedback but need
help to do so e.g. due to their age, disability or health condition.
In these circumstances, help from a parent, carer, volunteer or
a member of staff can be given.
Any support given to a service user who lacks capacity in
answering the FFT questions, must comply with the five key
principles of the Mental Capacity Act 2005.
Parents or carers may also want to provide their own feedback.
They can do so.
14
Can family members and people in
paid support roles be asked the FFT?
Yes
Family members, carers, and people in paid support roles can
provide valuable insights, and can give their views.
People in paid support roles should have an understanding of the
care or treatment received but must not have been involved in
providing the care or treatment for which feedback is being
sought.
Where feedback is being given by someone who is not the
patient, it should represent the persons own views of the care or
treatment received and should not be given on behalf of the
patient i.e. the person should not try to guess or make
assumptions about what the patient thought about their care or
treatment.
15
The FFT in sensitive situations
Patients who want to give feedback through the FFT should
always be able to. However, there may be times when it is neither
appropriate nor possible to proactively seek feedback via the FFT.
Clinical discretion can be applied where it is felt that the patient is
not physically and/or mentally well enough to participate or in
situations where asking it may cause distress or have an adverse
impact on the patient’s care or treatment. Judgement should be
used on a case-by-case basis – not a blanket exclusion.
At the same time, assumptions should not be made about certain
patient groups not wishing or not being able to respond to the FFT.
NB: Consideration should be given to other means of seeking
feedback from people who are not asked the FFT question.
16
Where will the results be published?
The FFT results are published monthly on the NHS England
website and the NHS Choices website.
Results are also published locally on PCH website, and in
hospitals ward/department public areas on Patient
Feedback Display Boards. These boards must be kept up
to date. Patient comments can be used provided the patient
did not tick the ‘opt out’ box on the response card.
This is part of the NHS commitment to be open and
transparent and give patients in-depth information about
health services.
17
How are the results used?
The scores and the patient comments should be used at service level
to improve services and demonstrate you respond to feedback.
Aggregated PCH FFT scores (and response rates for wards and MIUs)
are reported monthly in the Quality Dashboard.
Individual ward/department/service scores are reported quarterly in the
Patient Experience Board Report together with examples of positive
and negative comments and actions taken in response to negative
feedback.
These reports also feed through to NHS Kernow who use the results to
monitor our contract and inform their commissioning decisions.
Patients and members of the public can use the results to see how
their local services are performing and to inform choices.
18
Are the FFT results comparable?
Not very. The FFT is not intended to be a statistical measure to
compare different organisations.
The primary purpose of the FFT is to ensure that organisations
obtain regular and timely feedback from patients, take ownership
of the results and act on the feedback.
The data may be used to track improvements over time within an
organisation where collection methods and local demographics
are stable.
19
Any questions?
Bev Balin
Patient Experience Manager
[email protected]
Tel: 07768 558450
I am happy to attend any team
meetings to help you plan your
FFT approach with your team.
Sara Reid
FFT Administrator
Patient Experience Team
PCH HQ, Sedgemoor
[email protected]
Tel: 01726 627567
20
FFT Card
This card is editable.
Please type the
service name and
location in the 2 blue
boxes and then print
however many you
want. Its important
to type the correct
service name as per
the service list
provided online.
21
Poster for
wards
22
Poster for
Clinics
23
Poster
for MIUs
24