Here at Mersey Care NHS Foundation Trust, we want to ensure people have the best possible experience with us.
The Friends and Family Test (FFT) is a national requirement from NHSE and asks the people in our services, as well as their family and carers about their experience.
Anyone who accesses our services has the opportunity to complete the FFT and share their experience of care. Feedback is extremely valuable, as it tells us how we are doing and helps us to improve our services and provide better outcomes. All feedback submitted is anonymous.
We collect feedback using a trusted platform called Envoy and this can be accessed via the desktop or by clicking here.
Training sessions are available on MS Teams online and bookable via prospectus section four: continuous professional development (section 4 Envoy friends and family)
Q: I used to have access to the envoy system, but now it’s not letting me log on.
A: Please email the FFT team and we can log a ticket with envoy to investigate this and have you account reset.
Q: How do I use the system and pull my teams information off?
A: the FFT team run a range of training sessions each month via MS Teams. You can book your place in the prospectus in section 4.
Q: When I log in, my team doesn’t show using the team budget code.
A: If teams have been inactive for a number of months, it falls within a dormant state. please email the FFT team with your budget code and we can run a search in the background and reactive this for you.
Q: My team envoy page isn’t showing any information.
A: This is probably because no data has been entered. Your team will be there, but just hidden in the background. Please email the FFT team with your budget code who can check this for you.
Q: Where do I find my teams budget code?
A: This is your budget code set by Mersey Care, it’s what is on the definitive teams list, you may know this as your cost code Please link with your manager or ops lead, who should have this.
Q: Where do we send completed paper copies to?
A: We no longer offer a collection for paper copies. These need to be added to your teams FFT by admin staff using your link or QR code. If you need a copy of your teams FFT please email us.
Q: I need access to the old FFT system to get some data for the QRV team. How do I do this?
A: Please email the FFT team who can pull this information, as access to the old system is now limited.
Q: We’re thinking about adding more questions to our FFT page. How do we go about this?
A: Please contact the FFT team, and we can help you with setting the format of questions.