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Trust Board ReportTITLEFRIENDS AND FAMILY TESTPROJECT IMPLEMENTATION PLANDate 18 th December 2012Sponsoring ExecutiveAuthors’ names & JobtitlesPurpose of the paperRecommendation /Action RequiredJudy Gillow, Director of Nursing and ODJulia BartonAssociate Director of Nursing & Patient ExperienceTo provide Trust Board members with the detailed project plan forthe implementation of the Department of Health’s Friends andFamily Test.TEC members:1. Approved the project implementation plan and did notrecommend any amendments.2. Agreed to ensure regular care group attendance at theproject group and prioritise staff for attendance at plannedbriefing sessions.3. Agreed to ensure consideration of the trusts FFT project planand guidance at governance committees and other keygroups.4. Will support clinical areas to achieve the necessary culturalchange for patient focussed care through a new process forpatients to nominate staff who have delivered excellent careand to ensure matrons and ward leaders are given sufficienttime in clinical practice to deal immediately with anyperceived deficits in care.Trust Board are asked to formally approve the Friends and Familytest project plan version 1.0 (this is a DoH/SHA requirement).Other committees wherethis issue has beenconsideredTEC September and December 2012Patient Experience Steering and Customer Care groups December2012Related Trust Objectives Objective 3. Excellence in HealthcareRelated Board None to note.Assurance Framework /Risk Register EntriesFinancial and resource Project funding agreed as indicatedimplicationsLegal implications None to note.Equality and DiversityimplicationsPartnership working &public engagementimplicationsThe Friends and Family test must be implemented in a mannerwhich ensures compliance with the 9 protected characteristics ofthe Equality Act (2010).The Friends and Family Test supports the trust’s patient andpublic involvement and the patient experience strategies as akey measure of patient satisfaction.1
1 Purpose1.1 The Friends and Family test (FFT) is a new Department of Health (DoH) national metric aimedat “…improving patient care and identifying the best performing hospitals in England. “ (DavidCameron, 25 th May 2012).1.2 The FFT is based on net promoter methodology and provides a headline metric to indicatepatient willingness to recommend a hospital to family and friends.1.3 The FFT will be included in the standard NHS contract for 2013/14 and will be a nationalCQUIN for patient experience. It is not yet clear how incentives/penalties will be applied.1.4 This paper clarifies the final DoH guidance on delivery of the FFT. It details current and futureDoH/commissioning monitoring and reporting requirements.1.5 The paper also outlines the trust’s approach to delivering the mandated FFT requirements andthe project resources secured to achieve this.1.6 The paper provides version 1.0 of the trust’s internal project implementation plan atappendix A.2 Key Issues2.1 DoH Guidance Received and ExpectedThe DoH published final guidance to trusts on the implementation of the FFT in earlyNovember 2012. Additional guidance is expected as follows:o Collection and reporting of data to Unify2 expected January 2013o Display of data on trust’s public websites is expected in January 2013.oFAQs are being developed at the DoH and will be incorporated into training materials.o Posters and leaflets are being developed at the centre and will distributed to trusts inDecember 2012.2.2 The Final FFT QuestionFraming: We would like you to think about your experience in the ward where you spent the most time duringthis hospital stayQuestion1: How likely are you to recommend our ward to your friends and family if they need similar care ortreatment?Response:1. Extremely Likely2. Likely3. Neither likely or unlikely4. Unlikely5. Extremely unlikely6. Don’t knowQuestion 2: In one sentence, please tell us why you would/would not recommend us to your friends & family?Question 3: Is there any member of staff you would like to recommend for giving great service?………………………………………………………………………………………………………Thank you for telling us about your experience. We would value you taking the time to complete a fuller surveyabout your experience. You can access this survey by: Web address; Hospedia Unit Volunteers2
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2.2. Information to support patient
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