NHS England has now published the revised Friends and Family Test guidance, set to take effect from 1 April 2020.
The changes mean that, from next April:
- All providers will use a new FFT mandatory question and six new response options;
- Mandatory timescales where some services are currently required to seek feedback from users within a specific period will be removed to allow more local flexibility and enable people to give feedback at any time, in line with other services;
- There will be a greater emphasis on use of FFT feedback to drive improvement;
- NHS England will be ‘well advanced’ in exploring new, more flexible, arrangements for ambulance services where the FFT has proved difficult to implement in practice.
To help ease the transition, NHS England has published a list of Frequently Asked Questions about the changes.