NHS Friends and Family Test is now a contractual requirement for all GP practices in England.
As we (Substrakt Health) provide you with a fully managed service, there will be nothing for you (the GP practice) to do.
Our fully managed service collates, analyses and reports patient responses (in full compliance with NHS guidelines), allowing practices to confidently meet their contractual obligations.
How does a GP practice set this up:
If your GP practice is already live with our Target system, then the Friends and Family Test will be automatically switched on, so there is nothing you need to do.
How we do this:
The following information explains how our processes and both the PatientPack and Target systems deal with the responses from patients:
1. Messages sent to the patient
The following text message is sent to the patient following an appointment, if they have not been asked for a Friends and Family Test in the last 6 months by our Target system.
Messages will be sent 2 hours after the patient has had an appointment.
F&F reminders will only be sent after appointments configured in Target Messaging settings (Navigate to: Settings > Appointment types)
2. Capturing all the responses
Although the Friends and Family tests are sent out by the Target Messaging system, the successful results are displayed within the PatientPack Admin Portal along with your other reports (within the "Report" Section shown below).
This allows you to easily obtain report data for NHS required submissions.
The PatientPack Admin Portal captures the Target response metrics, along with any free text comments the patients may have provided:
We also capture any abnormal responses, for example a patient may just send a text message reply, without a rating.
This is stored in the same way that we store your SMS appointment reminder abnormal responses, within the Target Admin portal.
We purposely designed the processes to store successful and abnormal responses separately:
1. Abnormal responses within our Target Admin portal
2. Successful responses within our PatientPack Admin portal
This is so that all abnormal responses are located in one place, and displayed in a standardised approach: