Friends and Family Test

The NHS friends and family test

 

From Monday 1st December 2014, all GP practices are required to provide their registered patients with a new method of patient feedback, which is called the NHS Friends and Family Test.

The NHS friends and family test (FFT) is an important opportunity for you to provide feedback on the care and treatment you receive and to improve services.

How does it work?

You will be asked to answer the following question: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

You will be invited to respond to the question by choosing one of six options, ranging from “extremely likely” to “extremely unlikely”.

You will also have the opportunity to explain why you have given your answer, so please answer any follow-up questions.

We would like to invite you to answer some additional questions, to help us to monitor whether feedback is representative of our entire patient population.

You are able to answer the question by completing and returning a paper questionnaire, by accessing our online question form on our home page or by responding to an SMS text message if you have previously opted-in to our SMS text service.

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for Hanham Health to celebrate good practice, and identify opportunities to make improvements.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A member of your family or a friend is welcome to answer the question if you are unable to.

How will the results be used?

Hanham Health will gather the results and analyse them rapidly to see if any action is required. The responses to the FFT question will be used by NHS England to create an overall score, which will be published on the NHS Choices website www.nhs.uk

Does this replace the NHS complaints procedure or other forms of feedback?

No, this will not replace the current Hanham Health Feedback and Complaints Prcoedure or other forms of feedback. Hanham Health will continue to use our own ways of gathering feedback in addition to the NHS friends and family test.

For further information on the NHS Friends and Family Test please click here:http://www.nhs.uk/NHSEngland/AboutNHSservices/Pages/nhs-friends-and-family-test.aspx