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.
Take a look at our latest monthly results >
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 sent a text message to your mobile phone inviting you to respond to the questions by choosing one of six options, ranging from ’extremely likely to extremely unlikely. In order to maintain confidentiality this is a generic message. If you have visited more than one department on the same day and are unsure how to comment, please comment on the department in which you received the most final aspect of care. If you wish to comment on all areas you may also do this in the comments section.
If your child has been the patient you will asked to answer on their behalf.
It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions.
It is completely free of charge for you to reply.
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. You will not receive a response from your reply. 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 firstname.lastname@example.org
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.
Please click on the following link for information on the Friends and Family Test in Easy Read.