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Friends and Family Test

Would you recommend us to your family or friends? 

Would you recommend our services?

The NHS Friends and Family Test is a nationwide initiative to gain feedback from patients about the care and treatment they receive in hospital.

Patients are asked whether they would recommend NHS services to their friends and family if they needed similar care or treatment, which is believed to be an important indicator of the quality of care they have received.

The vast majority of patients we have surveyed to date would recommend the care given on our wards or emergency department to a friend or family member.

We are very pleased that these people had a good experience of our care. However we also want to know where we have not met expectations so that we can make improvements. Your feedback is our best way of knowing where we are doing well or where we could do better.

You said, we did

Please take a look at some of our feedback and actions in our  'You said, we did' section

How does the Friends and Family test work?

When you are discharged you will be asked to answer the following question 'How likely are you to recommend our Ward/ Accident and Emergency or Minor injury unit / Outpatient Department / Day case area 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'.

It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.

If you been given a Friends and Family Test Feedback Card and would like to let us know your thoughts please follow the following instructions.

If you have been treated in Accident and Emergency or Minor Injury Unit or Clinical Decision Unit / Outpatient department or as a day case you will be sent either a SMS text to your mobile phone or an Interactive voice message (IVM) to your landline phone.

It is completely free of charge for you to reply.

If you do not have a phone number paper cards are available to complete from reception.

The Trust uses a SMS Shortcode number to send all Friends and Family Test SMS Surveys. The preference of using the SMS Shortcode ensures we always pay for the patients responses including the initial response to Q1 and then your follow up comments to Q2.

A number of other industries use SMS Shortcode numbers and configure the SMS Shortcode to charge the receiver. The consequence of this is that some mobile operators and handsets may send an automated message informing the receiver they may be charged for this message.

However, the Trust can guarantee any Friends and Family Test SMS Messages received by the patient or replied to WILL NOT be charged back to them.

At any time the patient can choose to opt out of the survey by replying back STOP, this will opt the mobile number out of all future Friends and Family Test surveys.

If you have been treated on a ward you will be given a paper survey to complete or via an electronic tablet provided by staff. If you were not asked please ask a member of staff

If you have been treated in the Maternity setting you will be given a paper survey to complete. If you were not asked please ask a member of staff.

If you have any questions or queries, please e-mail  j.ford3@nhs.net 

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information to help ensure our patients have the best possible experience of care.

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?

We will gather the results and analyse them to see where we can make improvements or explore your suggestions further. If your comments are complimentary we will of course pass on your praise to the staff who cared for you. 

Your feedback will be combined with that of other patients to create an overall score for the particular ward or department. 

This is the score which is published on the NHS Choices website every month. 

Our Matrons and Ward Managers will also receive a full copy of the feedback their ward or department has received so that they can discuss this with the rest of the team and take the appropriate action.

If you have any questions or queries, please e-mail j.ford3@nhs.net 

Does the Friends and Family test replace the NHS complaints procedure or other forms of feedback?

No, this will not replace our current complaints procedure or other forms of feedback. If you wish to give a compliment, raise a concern or make a complaint please contact our Patient Experience Team

As well as the Friends and Family test we will continue to actively seek patient and visitors views on our care and services through our website, spot surveys, patient groups and informal discussions with patients and their families.


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