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Feedback Results including the Friends and Family Test
As part of our ongoing commitment to quality, patients, visitors, carers and relatives are encouraged to leave feedback on the services they are receiving at the Trust.
The Friends and Family Test (FFT) aims to improve the quality of services for patients by providing timely feedback from them about their experience.
Where is the Trust currently asking the FFT? As at 1st April 2015, across all its services
How is the Trust asking the FFT? The Trust uses a variety of methods to ask patients the FFT: text, postcards, paper questionnaires and online which includes the provision of a QR code.
What is the FFT question: How likely are you to recommend [the name of the service being asked about e.g. ward, A&E etc] to friends and family should they need similar care or treatment?
What are the possible responses? Extremely Likely, Likely, Neither likely nor unlikely, Unlikely, Extremely Unlikely, Don’t know
How is the score worked out? On its introduction at the Trust, the FFT was a net promoter score question. This changed from 1st October 2014 and results are now presented as a percentage of respondents who are classed as recommenders. Patients who respond that they are extremely likely or likely to recommend are called recommenders. Patients who respond that they are neither likely nor unlikely, unlikely, extremely unlikely or don’t know if they would recommend are called non recommenders.
Impressions: We have incorporated the FFT question into the Trust’s bespoke survey, Impressions. Impressions allows patients, relatives, carers and visitors to feedback on our services in their own words and about elements of their care including their medical treatment, the Trust environment etc.
Download the NHS Friends and Family test leaflet - a short guide for in-patients and A&E patients
Friends and Family Test
On occasion, the Trust may contact you by text to ask the Friends and Family Test question. If you would prefer not to be asked the question via text but via another method (such as by completing a post card, questionnaire, our on line survey, Impressions, or by telephone survey, or if you would prefer not to be asked the question at all, please contact our Patient Experience Team on 024 7696 5186 or by emailing firstname.lastname@example.org.