Friends and Family Test - How to Setup, View and Publish Responses

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed.

In this article:

How do I setup Friends and Family Test?

Firstly we need to set up Friends and Family Test within your website. 

1) Log into you website, open the editor menu and choose 'Friends & Family'

2) Click '+ Create Friends and Family Test'

3) You will now see the following page:

4) Add a Test name and choose toggle whether the FFT will be Active, Show on Website and Publish Responses

  • Test Name - You will need to put in a name for the FFT. 
  • Active - This marks the FFT as active enabling it to be filled it by patients. 
  • Show on Website - This will allow the FFT to be shown within the FFT widget. You can only have one active FFT at a time.
  • Publish Responses - Adds a 'View results here' button to the FFT widget. This will lead to a page that shows a bar graph and a table of the number of responses, as well as comments that you have chosen to publish. Below is an example of how publish responses shows on the website

FFT.png

Tip - The initial questions can not be changed or reworded but additional questions can be added if you've like more information from patients.

5) If you'd like to add more questions you can click '+ Add questions'

This will give the below menu:

Question Text - This is the wording of the question

Question Type - There are 3 different types of answers

  • Single Choice - This will allow patients to only choose one answer from the options
  • Multiple Answers - This will allow patients to choose multiple answers from the options
  • Free Text - Allows patients to type in their response. 

These options will show as the following example:

To add additional response for Single Choice and Multiple choice click the '+ Add Response' button.

To add additional questions click the '+ Add Question' button 

5) Once you are finished setting up your FFT click 'Save' at the bottom of the page

Please note for patients to view the additional questions they will need to click on the 'Take the full questionnaire' link to answer them within the FFT Widget. All additional questions added will be marked as optional. 

How do I add the Friends and Family Test widget to the website?

Once you have the FFT set up within the Friends & Family section, it needs to be added to the website so patients are able to enter responses. To do this you need to:

1) Choose where you'd like the FFT widget to go. You may need to add a new row first. 

2) Click the + Icon on a row, choose 'Add widget' and select 'Friends & Family Widget'

3) Once added it will show as a greyed out version of the box. Hover the mouse over the box and choose 'EDIT' next to FFT Widget.

4) Tick the 'Make his widget visible?' box and then click 'Save'.

Your FFT will now be showing on the website.

How do I view responses?

1) Log into you website, open the editor menu and choose 'Friends & Family'

2) To see the response, click on the statistics icon in the last column of the FFT within the Friends & Page.

3) This page will show a bar graph of the response, the overall number of responses by answer and any comments left. The page will show the current month's responses by default. To change the timeframe of data you are viewing you can change the 'From' and 'To' date at the top of the page and choose 'Filter Results' to update the data to the new timeframe. 

Download Responses

Alternatively, you can also download the data to an excel spreadsheet. 

1) Set the timeframe at the top and click 'Filter responses' to get results for the timeframe you are needing.

2) Click the 'Download Results' button at the top of the page. 

3) This will download the results to a .csv file and when opened will show the results in the following way:

How do I publish comments?

On the FFT results page you can showcase some of the comments you have received. This can be done as follows:

1) Log into you website, open the editor menu and choose 'Friends & Family'

2) To see the publish responses, click on the statistics icon in the last column of the FFT within the Friends & Page.

3) Within the Comments section there will be a column for 'Publish Comment'. You can tick the boxes for the comments you'd like displayed on the website. Please note you will only be able to tick the box in the Publish Comment column if the patient has given consent for their comment to be published when submitting their FFT response. This can be seen within the Patient Consent column.

4) The comment will now show within the FFT results page accessible from the FFT widget by click on 'View Results here'

 

Frequently Asked Questions

 

Can I delete comments?

If a comment contains sensitive patient data or needs to be removed for any reason, you can click the trashcan icon next to the comment within the FFT Results page. This will not remove the associated 'How was your experience of our service?' answer. 

 

 

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