Friends & Family Test

The 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 experience.

It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in forming NHS services and supporting patient choice.

The feedback gathered through the FFT is being used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care.

Take the Friends & Family Test opposite.

Outcome of Previous FFT

April 2021 to March 2022

Survey results - pie charts

203 surveys were received in the this time period

  • 167 (82%) reported their experience as good or very good.
  • 16 (8%) reported their experience as poor or very poor.

Other Positives

  • 152 (75%) reported it was fairly or very easy to get through on the telephone.
  • 162 (70%) felt the healthcare professional that saw gave them was good or very good at giving them enough time.
  • 171 (84%) felt the healthcare professional that saw gave them was good or very good at listening to them.
  • 174 (86%) felt the healthcare professional that saw gave them was good or very good at treating them with care and concern.
  • 188 (93%) felt they definitely or to some extent had confidence in the healthcare professional they saw or spoke to.
  • 143 (70%) rated their experience of making an appointment as good or very good.
  • 155 (76%) are very or somewhat satisfied with the practices appointment times.
  • 140 (69%) felt the healthcare professional recognised and/or understood any mental health needs they may have had.
  • 150 (79%) were satisfied with the appointment they were offered.
  • 180 (89%) felt involved or somewhat involved in the decisions regarding their care and treatment.
  • 183 (90%) felt their needs were met or somewhat met.

Other Development opportunities

  • 49 (24%) reported it was not very or not as all easy to get through on the telephone.
  • 11 (5%) felt the healthcare professional that saw gave them was poor or very poor at giving them enough time.
  • 10 (5%) felt the healthcare professional that saw gave them was poor or very poor at listening to them.
  • 8 (4%) felt the healthcare professional that saw gave them was poor or very poor at treating them with care and concern.
  • 10 (5%) felt they did not have confidence in the healthcare professional they saw or spoke to.
  • 18 (9%) rated their experience of making an appointment as poor or very poor.
  • 14 (7%) are very or somewhat disappointed with the practices appointment times.
  • 8 (4%) felt the healthcare professional recognised and/or did not understand any mental health needs they may have had.
  • 40 (21%) were not satisfied with the appointment they were offered.
    Although, 34 (18%) still took the appointment offered to them.
  • 7 (4%) did not feel involved in the decisions regarding their care and treatment.
  • 9 (4%) felt their needs were not met.