The Friends and Family Test (FFT) is an important continuous patient feedback tool that supports the fundamental principle that patients who use NHS services should have the opportunity to provide feedback on their experience.
It asks patients if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience.
This kind of feedback is vital in transforming NHS services and supporting patient choice.
The main FFT question is:
How likely are you to recommend our service to Friends and Family if they needed similar care or treatment?
- Extremely Likely
- Neither Likely or Unlikely
- Extremely Unlikely
- Don’t Know
There is also a supplementary question for patients comments.
Launched in April 2013, the FFT question has been asked in all NHS inpatient and A&E departments across England and, since October 2013, all providers of NHS funded maternity services. Since it began, the FFT has produced more than 4 million pieces of feedback.
The FFT was rolled out to additional areas of NHS care, including GP practices in December, 2014, making the opportunity to leave feedback possible in almost all NHS services.
The feedback gathered through the FFT is being used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care.
While the results will not be statistically comparable against other organisations because of the various data collection methods, FFT will continue to provide a broad measure of patient experience that can be used alongside other data to inform service improvement and patient choice.
5 responses were collated in November, 2019, across both practice sites. Of the 5 patients who responded:
- 100% advised they were extremely likely to recommend the practice to their friends and family.
Please find last month’s data attached: