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Friends and Family Test

About the Friends and Family Test

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. This is believed to be an important indicator of the quality of care they have received.

The Friends and Family Test is completed on our maternity service, adult wards and in Accident and Emergency and assessment areas. Every patient that receives treatment in those areas can give feedback about the quality of care they have received.

Responses are anonymous and patients are asked to complete a survey card which can be  handed to a member of staff or posted into a confidential post box.  Patients attending Accident and Emergency can choose to complete the survey on a touch screen kiosk, which has a multi language option.  In October 2013 the Friends and Family Test commenced in Maternity at four points across the care pathway;  antenatal, labour ward, postnatal ward and postnatal community using SMS text messages. 

How are the results calculated?

The results of the Friends and Family Test are calculated and reported in a consistent and transparent way. The scores are calculated by the proportion of respondents who would be extremely likely to recommend minus the proportion of respondents who are neither likely, unlikely or extremely unlikely to recommend our services.

The overall result can range from 0 to 100 and is not recorded as a percentage and is called a Net Promoter Score.  Results are displayed in wards and Accident and Emergency and assessment areas and in maternity and also feature patient comments. 

Patients are invited to comment on the reason for the answer they give and alongside the rating.  Comments have included :

“My reason is the total and efficient willingness and care given to me when I needed it plus their friendliness and interest and I mean medical, household and any other staff - my sincere thanks to all.”

“From the first day the staff have been attentive, caring, and I have not waited for the toilet or medication. My only feedback is that beds should be ready for patient on day of operation and when you are being discharged, they should not be rushed out. All in all fantastic care.”

“I felt that I was given a level of care and respect that made me feel I wasn't just 'a number' on a very busy and multi disciplined surgical ward.  The nurses who cared for me demonstrated a good knowledge of my procedure and always encouraged me to ask for any additional help or support if I required it.”

Posters are displayed in Accident and Emergency, Assessment areas, the Wards and Maternity Unit to promote the score achieved and to highlight patient comments.

What could be improved?

We are carefully monitoring comments from patients if they indicate they are unlikely to recommend our services to understand where improvements can be made.  Nearly 10000 responses have been received to the Friends and Family test, with less than 10% of patients indicating they are not likely to recommend services or treatment to their family or friends.

Examples of action so far have been a change in the hospital menu to include soup as a lunch time option, and also to ensure we offer ear plugs at night for patients and reduce unnecessary noise.

Friends and Family Test results are published on the NHS Choices website -
www.nhs.uk/Services/hospitals/Overview/DefaultView.aspx?id=505 (external link, opens in new window)

Maternity results:
www.nhs.uk/Services/hospitals/Services/Service/DefaultView.aspx?id=208744 (external link, opens in new window)


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