Friends and Family Test

Multi-channel, Inclusive, Real-time

Are you looking for an inclusive, flexible Friends and Family Test that meets NHS England guidelines?

Good News! We have a multi-channel solution for the Friends and Family Test that aims to be the most inclusive Friends and Family Test in the UK. It’s easy and flexible to implement and can be up and running in just 2 weeks.

Delivery channels include:

  • Online
  • EleKiosk - Accessible Touchsreen Kiosk
  • iPad, Android Tablet, Windows Tablet
  • Smartphones (via web-link or QR Code)
  • SMS
  • Paper

Our inclusive Friends and Family Test helps you meet NHS England guidelines, whether you provide GP, Acute, Community, Mental Health or other healthcare services. It’s flexible, so it can be tailored to best fit your organisation and patients, and quick and easy to implement. Here’s how it works…

  1. We set-up your Friends and Family Test for you. It’s already translated into 10 additional languages, all in text and audio, and video British Sign Language. We have a selection of translated supplementary questions for you to choose from, and you can have any additional questions added (choosing whether to have them translated too). If you have specific requirements, like an inclusive easy-read version of the Friends and Family Test, we set those up as well.
  2. We give you an online link to your Friends and Family Test, which you can put on your website or give to your patients. We provide a QR Code that patients can scan and access the Friends and Family Test on their smartphones or tablets. We also provide an online data inputting form so you can input any paper responses you receive. If you would like to make the Friends and Family Test available on other channels, such an accessible touchscreen kiosk or staff tablet, we set that up for you too.
  3. We send you a link to your real-time report, which you can access online. As soon as a patient answers the Friends and Family Test the report automatically updates, with charts, graphs and statistics. We have a full range or reporting tools and features, so you can choose the best way of reporting that suits you.

That’s it! Within 3 easy steps you have a comprehensive, inclusive Friends and Family Test that meets NHS England guidelines. Of course, it doesn’t stop there. We support you on an ongoing basis, however the Friends and Family Test develops, and have a host of other services that can support your patient engagement activity.

  • Multi-channel

    Our Friends and Family Test is truly multi-channel and inclusive, so you can decide how to deliver the Friends and Family Test in your organisation and your patients can leave their feedback in the way that best suits them.

    • Accessible Touchscreen Kiosk

      If you’re wondering how to make the Friends and Family Test inclusive and available to every patient, our unique EleKiosk could be the answer. Designed and manufactured by us in the UK, the EleKiosk is a height-adjustable, user-friendly touchscreen kiosk that enables patients to access multiple language, audio, easy-read and video British Sign Language versions of the Friends and Family Test.

    • Online

      You can give your patients the option to complete the Friends and Family Test online, via your website or by giving them a link.

    • Patients’ Smartphones and Tablets

      Your patients can scan a QR Code (or follow a link) that takes them to the Friends and Family Test on their smartphones or tablets, so they can leave their feedback on their own mobile device. Our Friends and Family Test works perfectly on iPhones, iPads, Android smartphones and Android tablets.

    • Staff and Organisation Tablets

      If you provide services in the community, you can use staff or team tablets, including Windows 8 tablets (which we can provide), iPads and Android tablets, to give access to the Friends and Family Test to patients wherever you care for them. The Friends and Family Test runs offline on the tablet, so there is no requirement for a permanent internet signal out in the community. Responses are saved on the tablet and automatically upload whenever the tablet is connected to the internet, either through a 3G connection where there is a signal or via a wireless connection back at your base.

    • Paper

      It’s not always possible to provide an electronic way for patients to complete the Friends and Family Test and some patients may feel more comfortable using paper. So you can also collect paper responses and upload them via our quick and easy data inputting tool, ensuring paper responses are handled securely and results are available for you to view as soon as possible.

  • Multiple Languages, Audio and BSL

    Our inclusive Friends and Family Test already comes in multiple languages, all in text and audio, including:

    1. English
    2. Arabic
    3. Bengali
    4. Cantonese
    5. French
    6. Hindi
    7. Mandarin
    8. Polish
    9. Portuguese
    10. Russian
    11. Spanish
    12. British Sign Language (Video)

    We can also create new translations, all in text, audio and video, for any additional languages that you require.

  • Easy-read & Bespoke Accessibility Features

    Our Friends and Family Test is highly flexible and inclusive, with easy-read versions, support for literacy difficulties and support for dyslexia. We can also cater for bespoke accessibility features, like audio and video recording of comments and qualitative feedback.

  • Additional Questions

    Our Friends and Family Test already comes with a selection of supplementary questions and information for you to choose from, all of which are available in multiple languages, audio and video BSL. In addition, you can add any further questions you like, all of which can be translated too.

  • Real-time Reporting

    You have 24/7 online access to your Friends and Family Test reports. We simply give you a link to your report, with helpful charts, graphs and statistics, which automatically update as new responses from patients are received. You can instantly turn your report into a PDF document or Excel spreadsheet, put graphs into other documents and presentations, and filter results by any question or date. You can have reports for different levels within your organisation, from the very top right down to individual doctors and nurses.

  • Dashboard Reporting

    As well as multi-level real-time reports, you can also access a stunning interactive Friends and Family Test dashboard, that pulls together data from different parts of your organisation and makes it easy to view and understand. You can compare services, see trends and even set targets, all accessed online with a link and password.

  • Thematic Analysis of Free-Text Comments

    Reading and making sense of all those free-text comments can be difficult, time-consuming and expensive. Our Friends and Family Test thematic analysis tool automatically groups comments into themes and tells you whether comments are positive or negative (or both). Checked by our in-house research team, we also look at the strength and frequency of comments on themes, helping you highlight your best areas and those that might need improvement.

  • Email Alerts, Data Feeds & Bespoke Reporting Tools

    Our Friends and Family Test email alerts system means you can set yourself up to receive instant email alerts when certain answers are received (e.g. positive or negative) or trends are spotted. If you have your own reporting software you can also pull your Friends and Family Test data into your own tools via our system API and feeds. We also have an in-house software development, database management and research team, and can cater for bespoke reporting requirements, no matter how straightforward or complex.

  • Responses API

    If you already have your own data warehouse or business intelligence software, you can pull your Friends and Family Test data straight into your system in real-time, through our responses API.

  • Online Publication of Results (Public Facing)

    In addition to your internal reports, you will also get a link to a public facing Friends and Family Test report that you can put on your website or give to your patients (and put on your EleKiosk, if you have one!). It includes your Friends and Family Test results and you can select which comments you would like to add. You can also tell people about what improvements you’re making in response to your patients’ feedback.

  • Automated Improvement Plans and Workflow Forms

    The Friends and Family Test is not just about collecting patient feedback, it’s about acting on it. We can set up electronic improvement plan forms that can be sent out to services when themes are identified and trends are noticed. Follow-up workflow forms can be set-up and tailored to suit your organisation, no matter how big or small.