All patients should have the opportunity to provide feedback on their experiences of healthcare through the Friends and Family Test (FFT) within each of the NHS-funded services covered by the FFT implementation guidance.
The FFT guidance section ‘Making the FFT Inclusive’ sets out advice as to how particular groups of people can be supported and empowered to participate in the FFT.
Tips and examples
We have a number of examples of work undertaken around the country to make the FFT inclusive for people who might otherwise be excluded. You can see ask to see these examples by emailing firstname.lastname@example.org. If you then use material produced by any of the contributing organisations, please remember to credit them
Children and young people
Monkey Wellbeing offer a range of downloadable feedback forms suitable for children and young people in a range of healthcare settings, along with promotional posters.
We have a number of other examples from Birmingham Children’s Hospital NHS Foundation Trust and Nottinghamshire Healthcare NHS Trust, who have kindly given their permission for these materials to be shared as good practice.
We can share a guide to help NHS staff support people with learning disabilities to give feedback on their experiences. We also have some examples of how to present the FFT question in an “easy read” format across different healthcare services. ‘Easy read’ refers to the presentation of text in a simple, easy to understand format, sometimes with pictures. It is often useful for people with learning disabilities, and may also be beneficial for people with other conditions affecting how they process information.
Other conditions – Dementia, deaf, blind and vision loss
We can offer tips on how to make it easier for people with dementia to give feedback; information for staff on how to support a profoundly deaf person and on the use of British Sign Language interpreters; and we have some examples of large print formats for people with vision loss.
Translation to other languages
The opportunity to give feedback should also be available to people whose first language is not English. We can provide translations of the FFT question for a range of languages across different healthcare settings. There are also some tips on the use of interpreters.
Question translations for Making the FFT Inclusive
We can help with prepared translations for a range of questions and response options, to be used as set out in the FFT implementation guidance section ‘Making the FFT Inclusive’. These are available in 20 languages: Albanian, Arabic, Bengali, Chinese – Simplified, Chinese – Traditional, Farsi, French, German, Gujarati, Italian, Japanese, Polish, Portuguese, Punjabi, Romanian, Russian, Somali, Spanish, Turkish and Urdu.
Please contact our FFT helpdesk at email@example.com for access to any of the materials described. Let us know if you need translation of the FFT question and responses into any additional languages.
Continuing to make the new-look FFT inclusive from 2020
We have published revised guidance to improve the way the Friends and Family Test works and this takes effect from 1 April 2020.
We will be reviewing our resources to support accessibility and inclusivity in the months ahead and will update this information as they become available.
Our recently-published case studies provide examples of the work of some providers to make the FFT inclusive.