Information on this page has been taken directly from the NHS Friends and Family Test website.
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.
Since the FFT was launched in 2013, millions of patients have submitted feedback. It’s used by most NHS services, including community care, hospitals, mental health services, maternity services, GP and dental practices, emergency care, and patient transport.
After you’ve completed your treatment or you’re discharged from a service, you may be invited to complete the FFT.
You may be asked while you’re still on the premises, or you may be contacted later. Some providers may ask you to give your feedback by post, by text message, over the phone or using their website.
Not all service providers ask patients to complete the FFT, but you should be able to give feedback if you want to. For example, most GP and dental practices have feedback forms in their waiting rooms, which you can complete. Ask at reception if you cannot find a feedback form and you want to give feedback.
You’ll be asked: “Overall, how was your experience of our service?”
You can rank your answer from “very good” to “very poor”. You’ll have the opportunity to explain your score by adding comments, and you may also be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or is not working.
Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the service to celebrate positive feedback and identify opportunities to make improvements.
Around 9 out of 10 patients give positive feedback about NHS services when completing the FFT. This lets staff know that their efforts have been appreciated. Information about what could have been better is used to continuously improve services.
Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or family member is welcome to answer the question if you’re unable to.
Service providers are encouraged to make the FFT accessible to all patients. This means they should be able to help patients that may need assistance, such as people with disabilities, literacy issues or mental health problems.
If you feel that you should have been given the opportunity to respond, but did not receive the question, speak to a member of staff first.