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Comments, Compliments and Suggestions – but no Complaints!

You said... We did...

Imagine you work at a practice where you only ever receive comments, compliments or suggestions to improve your working practices. Your patients only want to see you to tell you how good your team is; they send thank-you cards and bring gifts as a way of showing their appreciation for the service they receive. Okay,

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Friends and Family test – time for change?

It seems hard to believe, but the NHS Friends and Family Test (FFT) patient feedback tool is five years old. Incredibly, the short feedback request has, over that time, pulled together more than 50 million responses from patients. As it stands, the FFT is one of the largest collections of patient voice in the world. While

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FFT – It’s not all bad, is it?

FFT – It’s not all bad, is it?

A much talked about news story this week has been the significant drop in the number of Friends and Family Test (FFT) results submitted by GP practices. Despite warnings about contracts being breached if there’s a failure to submit data, the response rate for the FFT from London practices fell to 57% in May, a

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