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A Short Guide for Patients
What is the friends & Family test ?
It is a way of gathering anonymous feedback about your recent experience and it will help us to understand what we do well, and what aspects of the care we offer could be improved.
You can feedback after an appointment, a telephone consultation or a home visit or even when you phone or come into the practice for administration things such as a blood test or blood results.
How will it work?
After any type of contact with the Practice you will have the opportunity to answer the following question:
- How likely are you to recommend our GP Practice to friends and family?
- You will be invited to respond by choosing one of 6 options, ranging from extremely likely to extremely unlikely.
- To give more detailed feedback you will be asked a follow up question selected by the Practice:
- Can you tell us why you gave that answer?
How can I feedback?
- You can choose how you prefer to answer the questions:
- By selecting a Form from the stand in Reception
- By using the iPad set up in Reception (Please ask if you need help)
- By visiting; www.leavemyfeedback.com/4656
Who can give feedback?
As a patient registered with this Practice, you can give feedback after each and every contact if you wish to. As a carer or relative, you can also give feedback. Young people and children are encouraged to take part also.
How will my comments be used?
The staff at the Practice will meet regularly to look at the anonymous feedback, and see what actions can be taken. We will then share with all patients the feedback themes, and anything we have put in place as a result of your comments.
How will the results be shared?
The Practice will regularly publish the results of the survey, and they will also be available to view on the NHS choices website: www.nhs.uk
Do I have to respond to the questions?
No, participation is totally voluntary but if you do respond you will provide valuable information for us to ensure that you have the best possible experience of care. We are keen to hear from you, whether your feedback is positive, negative or indifferent.
How is my data managed ?
The responses you give are NOT linked to your medical records in any way.
We do not ask you to complete any of your personal details when leaving feedback, so your responses are completely anonymous. The data received in analysed by an expert data partner who receives the encrypted information into a secure data centre. Nothing is kept within the iPad stand or within the Practice.
We will comply with the Data Protection Act and the common law of confidence when handling your data.
If you do not want your anonymous comments published, please tick the opt out box when completing the survey.
Does this replace the existing Complaints Procedure, or other forms of feedback used by the Practice?
No you can still pass your compliments or complaints to the Practice in the usual way. We will continue to use all existing ways of gathering feedback, in addition to the Friends and Family test.
Where can I get more information?
For more information on the Friends and Family Test, please visit: www.nhs.uk/friendsandfamily
You can also access a copy of the questions by clicking this link if you would rather print them off at home:
Friends and Family Questionnaire
Children are also included and here is the questionnaire for them
Questionnaire Click Here