Enabling Young Service Users to Provide Feedback on their Experience: An Evaluation of the Pilot Implementation of Children and Young People Accessible Friends and Family Test in General and Dental Practices in NHS England South (South Central)

Abstract

Involvement of service users in the delivery and development of services by providing unique feedback on their own experiences is a well-established feature of continuing improvement and quality enhancement. The Friends and Family Test (FFT) is a tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience, however children and young people are a group of key stakeholders whose voice has not been routinely sought. This article summarises the evaluation of a pilot project which aimed to implement and test the utility of a children and young people friendly version of the FFT in general and dental practices with a view to making it more widely available in the future. One exemplar Case Study is provided and findings lead to recommendations on how to ensure the FFT is continually made accessible to children and young people.

The ultimate question? Evaluating the use of Net Promoter Score in healthcare: A systematic review

“…From a review of 12 eligible studies, it was identified that there are mixed results regarding the usefulness of NPS data in healthcare. Our findings suggest that NPS has immediate benefits, such as being understood by a wide range of patients 19–21 and eliciting a large number of responses 14 . Furthermore, NPS could provide several indirect benefits, such as encouraging staff and patients to focus on the importance of patient experience and feedback, as well as encouraging the use of real‐time patient surveying.…”

“…Two studies noted that the NPS question was well‐understood by a diverse range of patients, including those with low literacy 19,20 . However patients may also experience concerns about the recommendation question, particularly if they do not have a choice of healthcare provider 22 .…”

“… 14 , 19 , 20 , 21 Research indicated that NPS can be easily used by a wide range of patients, including adults with low health literacy 19 and children. 20 Furthermore, NPS surveying has shown high completion rates by patients, with the ability to generate a large volume of data. 14 Conversely, 3 of the 12 studies questioned whether the NPS recommendation question was appropriate in the healthcare setting, particularly if consumers have limited choice of healthcare providers.…”

“…From the 12 studies reviewed, four studies identified that there were benefits associated with using NPS to evaluate patient experience. 14,[19][20][21] Research indicated that NPS can be easily used by a wide range of patients, including adults with low health literacy 19 and children. 20 Furthermore, NPS surveying has shown high completion rates by patients, with the ability to generate a large volume of data.…”

“…14,[19][20][21] Research indicated that NPS can be easily used by a wide range of patients, including adults with low health literacy 19 and children. 20 Furthermore, NPS surveying has shown high completion rates by patients, with the ability to generate a large volume of data. 14 • NPS (FFT) is subject to various biases.…”