All Trusts we provide the Friends and Family Test to have reached their March CQUIN targets! By achieving quality improvement goals, our Trusts will now receive the commissioners proportion of income allocated to rewarding excellence.

FFT CQUIN targets were based on response rates with 20% required in A&E and 40% for Inpatients – certainly a challenge! We worked with patient experience teams to make sure that all patients were given the opportunity to provide feedback using a variety of channels:


The most common communication technology used globally and 92% of adults now own a mobile phone – a survey tool for the masses. Open rates exceed 99%!

Interactive Voice Message (IVM)

IVM uses a sophisticated survey script to patient landlines and mobiles. Responses can be made by pressing the corresponding number on the keypad and voice message feedback can also be given. A cost effective way for indepth patient insight.

Agent Calls

Our agent calls achieve a 98% survey response rate! Many Trusts automatically give the over 75’s demographic the opportunity to provide feedback this way and a powerful tool to receive rich qualitative data!


Paper still has a place in FFT feedback and now our range extends to adorable child friendly options and inclusive cards. To relieve staff admin burden, we key in all quantative and qualitative feedback that can then be viewed in our Evnoy Messenger software.


A quick and simple survey tool that includes child friendly and inclusive options. Trusts can direct patients in Patient experience news and marketing to the URL to provide feedback too.

Our Envoy Messenger software automatically collates data from all communication channels to produce high level response rate reports and feedback action plans. Call us on 0845 9000 890 and let us work out the best technology blend to make sure all patients can provide feedback.