Friends & Family Test (FFT) Analysis Guide

How to collect, analyse, and act on Friends & Family Test data in your GP practice, including benchmarking, presentation, and CQC requirements.

## Friends & Family Test Guide for GP Practices

### Legal Requirement

GP practices in England are required to collect FFT data monthly and submit to NHS England. The FFT question is: "Overall, how was your experience of our GP practice?"

Responses: Extremely Good / Good / Neither / Poor / Extremely Poor / Don't Know

### Collection Methods

- Paper forms available in waiting room

- Text message after appointment (recommended: highest response rates)

- Online via practice website or NHS App

- QR code poster in waiting room

### Submission

Submit monthly data to NHS England via the data submission system by the 5th of the following month.

### Analysing Your Results

- Calculate your **positive response rate** = (Extremely Good + Good) ÷ Total responses × 100

- National average positive rate: approximately 83–86%

- Benchmark against your ICB peers (data available from NHS England)

### Using FFT for Improvement

- Review free-text comments monthly — themes will emerge

- Identify specific service areas generating negative feedback

- Present to Partners quarterly with trend data

- Include in your CQC evidence folder (demonstrates 'Caring' and 'Responsive')

### CQC

Inspectors will ask about FFT. Be prepared to show:

- Your collection method

- Monthly results over at least 12 months

- Actions taken in response to feedback

**Tip:** A low response rate is as important to address as a low positive rate.