Transforming Practice and Empowering Staff in the Use of Qualitative ‘Friends and

Family Test’ (FFT) Data to Enhance the Patient Experience (2024)

By Jamie Kirkham, Patient Experience Assistant at James Paget University Hospital

Summary Methodology Results Conclusions

• A qualitative survey was conducted with Ward • Identified barriers and solutions put in place • Staff felt there was a culture of implementing
Over the past decade, the NHS has collected patient
Matrons and Sisters to identify the barriers they changes and that they worked as a team. They
feedback, but qualitative insights were often
face when implementing patient suggested Identified Barrier Solution were more aware of FFT feedback
overlooked. changes. This data informed the quality Staff resistance to change The QI model built in the • There was an increase in ‘You Said, We Did
This project focused on using staff-driven changes improvement model which was implemented in need to have meetings with display across the hospital
through a quality improvement approach. Staff two wards monthly. staff for generating ideas • Staff felt FFT improves patient care, but felt it
identified implementation barriers. The gathered Quality and clarity of data Bespoke reports were improves the staff experience to a lesser degree
Start of the month- Ward
data shaped the quality improvement model. Matrons and Sisters discuss
created for wards that were
• The need for clearer hospital policy and practice
simple to understand
Ward staff rated their engagement using a Likert data themes and decide for implementing changes was raised along with
Implementation of One simple change was
scale, and ward audits assessed FFT whether to continue an improvements implemented each month
better communication and clarity of roles
implementation standards. 'You Said, We Did' improvement if needed or and ‘You Said, We Did’
begin a new one display was simplified
implementation increased by14%
Training PowerPoint presentation in Recommendations inform the next cycle of quality
Issues highlighted the need for standardised End of the month-
Start of the month- Ward
QI approaches and improvement:
Matrons and Sisters discuss
hospital practice, improved communication, and Using monthly FFT guidance sheets on data
the improvement to be
clarified responsibilities. reports identify if the
made in a team meeting
analysis
• Develop and deliver a strategic approach to the
negative theme has
with ward staff to develop use of a QI model for responding to patient
been eradicated or
‘implementation’ ideas and feedback (You Said, We Did)
continues to persist
agree on how the change • Final impact based on Likert scale improvement • Develop a robust cascade system, ensuring
will be made responsibilities and staff communication
methods are clear
Introduction During the month- Staff Question Initial End Progress
• Develop and deliver FFT ‘cultural change
implement the change across The ward works as a team to 3.8 4 +0.2
The ‘Friends and Family Test’ (FFT) is a national survey implement changes management’ QI training
the month. The identified
designed to gather patient feedback. Yet often there is theme and how it is being
• Explore the impact FFT can have on the ‘staff
There is a culture of implementing 3.7 4.6 +0.9
a pre-occupation on gathering statistics, rather than addressed is displayed on the changes experience’ through positive case studies that
looking at the qualitative themes and how patient ward ‘You Said, We Did’ FFT improves patient care 3.6 4 +0.4
can be shared widely with staff
suggested changes can be implemented. display • Create ‘FFT champions’ who can act as change
There is regular FFT feedback 3 4.5 +1.5
Final qualitative evaluation yielded the following: agents to move the FFT agenda forward within
Aims FFT improves staff experience 3 3.5 +0.5
wards, especially with regard to ‘You Said, We
• To involve staff in developing strategies and Did’
• To gauge staff motivation and engagement, and There is a clear hospital strategy 3 3.5 +0.5
resources that inspire them to utilise FFT qualitative
assess the impact of the quality improvement
data for enhancing the patient experience, aiming to
approach, a survey was conducted among all • Qualitative Findings
establish a cultural shift within a quality Acknowledgements
ward staff in two wards. The survey, administered
improvement framework.
at the project's start and end, used a Likert scale -Time was an issue and staff felt there needed to be
for responses and included open questions a better platform to share ideas I would like to thank Ward 2 and Charnwood Ward
• To understand the barriers staff have with the use of staff for piloting the quality improvement approach
FFT qualitative data to improve the patient and taking part in evaluation surveys. I also thank
experience -Staff from the top down needed to be more
• Additionally, observational ward audits were ‘proactive’ with feedback themes, including who wider hospital staff for their support in developing the
conducted to establish baseline standards for FFT should take the lead in wards QI model. Finally, I thank NICHE and the research
• To increase the percentage of wards displaying ‘You scholarship staff for the opportunity and their
implementation. Comparison between the initial
Said, We Did’ invaluable support, including Alice Webster, CEO at
and final audit was conducted to reveal
improvements and areas for development • Increase of 14% (9% rising to 23% of wards) in Queen Elizabeth Hospital, King’s Lynn
terms of implementation of ‘You Said, We Did’