The NHS Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experiences. It asks questions like, ‘Would you recommend this surgery to your Friends and Family?’. This survey was created to help service providers and commissioners understand whether their patients are happy with the service provided, and or where improvements are needed. It is a quick and anonymous way of communicating your views on the treatment and service you have received.
How does it work?
The survey is carried out in various ways dependent on the healthcare institution you are in. Not all service providers will prompt their patients to do the FFT, but you can always give feedback if you wish. Most GP and dental practices, for example, display a collection box and feedback forms in their waiting rooms, so you can complete one at any time. These are the arrangements for Bedworth Health Centre – we have dedicated areas for the FFT in both ‘Zone A’ and ‘Zone B’ of our waiting room. You can also complete the form on this website via the below link. If you are in surgery and don’t see anything in the waiting room and want to give feedback, simply ask for a form at reception.
How are the results used?
Service providers gather the results and analyse them to see if any action is required. The responses to the FFT questions will be used to create an overall score, ours of which is published on this website via the below link. The comments are retained by the service, to pass on to staff and managers.
Does this replace the NHS complaints procedure or other forms of feedback?
No, this will not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS FFT – in the case of Bedworth Health Centre, this is done during our annual Patient Survey which normally takes place in the autumn of each year.
If you have any queries regarding this please contact NHS England via email: [email protected]
For more information regarding the Friends and Family Test visit the NHS website.