Friends and Family Test (FFT) Software for the NHS
MUltichannel feedback collection with Context based sentiment analysis, real-time dashboards, benchmarking, and action Management.
The NHS Friends and Family Test (FFT) is one of the largest sources of patient feedback in the world, providing healthcare organisations with valuable insight into patient experience and opportunities for improvement.
MEG’s Friends and Family Test solution empowers NHS organisations to move from reactive reporting to proactive improvement. By combining AI driven insight and analysis, automated workflows and robust governance controls, we help quality, patient safety and clinical leaders turn feedback into measurable change.
MEG is trusted by thousands of users in healthcare providers across 30+ countries
Benefits
Smarter FFT insights powered by AI
At the heart of the MEG FFT platform is AI enhanced analysis that unlocks deeper value from qualitative feedback.
Free text comments are often the most powerful source of learning, yet they are traditionally time consuming to review. Our intelligent tools automatically identify themes, trends, sentiment and emerging risks.
MEG can also auto categorise feedback as soon as it is received, ensuring the right teams hear about it straight away through instant notifications. MEG's AI capabilities automatically analyse patient comments, identify sentiment, and categorise multiple themes within a single response.
Whether patients comment on communication, waiting times, cleanliness or staff attitude, AI helps quality teams uncover insights faster while reducing manual review. This enables faster response, clearer ownership and quicker action where it matters most.
Together, these capabilities support:
Faster identification of patient safety and experience concerns
Automatic routing of feedback to the correct people and services
Clear thematic reporting for board and governance meetings
Actionable insight for ward, clinic and service leads
Evidence of improvement over time
This ensures your organisation gains more than a headline score. You gain structured, defensible insight from every comment, delivered to the right people at the right time.
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Reduced administrative burden and cost
Manual FFT administration, data cleansing and reporting can place significant pressure on patient experience and governance teams.
MEG streamlines the entire FFT process, from survey distribution to national reporting outputs, helping to:
Minimise manual data handling and spreadsheet processing
Automate validation and reporting workflows
Reduce reliance on multiple systems or disconnected tools
Lower operational costs associated with FFT management
Teams spend less time managing data and more time driving improvement.
Consistent, standardised FFT reporting
MEG delivers consistent, comparable and standardised FFT reporting aligned to current NHS guidance.
Organisational structures, service lines and care settings are clearly mapped to ensure:
Reliable trend analysis over time
Comparable reporting across wards, departments and sites
Clear oversight for executives and board members
Confidence in audit, compliance and regulatory review
Submission ready outputs and structured dashboards support both internal governance and evolving national requirements.
Flexible, multi channel data capture
MEG supports flexible, multi channel FFT data collection across all NHS service settings, including:
Acute inpatient and outpatient services
Emergency departments
Community and mental health services
Specialist and diagnostic pathways
Patients and service users can respond via SMS, email, web link, QR code, kiosk or assisted digital completion. This inclusive approach improves response rates while maintaining accessibility and data quality.
Designed for the future of FFT
The NHS Friends and Family Test landscape continues to evolve. MEG is built to support future national FFT integration and expanded demographic reporting, ensuring your organisation remains compliant and adaptable as standards develop.
Our configurable architecture enables:
Seamless integration with PAS and EPR systems
Secure handling of optional demographic data
Scalable deployment across multi site trusts and integrated care systems
Ongoing alignment with national digital and reporting reforms
Part of MEG’s Complete Quality Management System
The MEG Friends and Family Test platform is fully integrated within our comprehensive Quality Management System for the NHS. Rather than operating as a standalone survey tool, FFT feedback feeds directly into a wider ecosystem designed to strengthen governance, patient safety and continuous improvement.
Through MEG, organisations can connect FFT insight with:
Incident and risk management, linking themes in patient feedback to reported safety events and risk registers
Complaints and PALS management, providing a joined up view of experience data
Audit and inspection readiness, using FFT trends as evidence of learning and improvement
Policy and document management, ensuring actions are aligned with current standards
Action planning and improvement tracking, closing the loop from feedback to measurable change
This integrated approach enables quality, clinical governance and patient safety leaders to see the full picture. Experience, risk, compliance and improvement activity are connected in one secure system.
Ready to transform your FFT approach?
Discover how MEG can help you streamline FFT reporting, unlock deeper insight and embed patient feedback into your wider quality and safety strategy.