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.

• NHS Choices introduction to the Friends and Family Test
• A short guide for patients

Want to have a say in how your surgery is run? Why not become a member of the Unity Healthcare PPG?

Unity Healthcare Patient Participation Group (PPG) is comprised of volunteer members from the practice patient population. The PPG usually meets quarterly, to discuss matters relating to the running of the practice, to provide constructive feedback, and to be involved in shaping decisions and improvements made by the practice.

Dr Brandon (Lead GP) represents the practice at these meetings, although other practice staff attend as need dictates. The current PPG chairperson elect is Mrs Madeleine Finn.

If you would like to consider joining the PPG, please email sneeicb-ws.secretaries-unityhealthcare@nhs.net for more information.

460 surveys were received between April 2022 and March 2023.

• 416 (90%) reported their experience as good or very good.
• 18 (4%) reported their experience as poor or very poor. 

Other results

• 375 (81%) reported it was fairly or very easy to get through on the telephone.
  • An increase of 3% on last year’s results.
• 403 (88%) felt the healthcare professional that saw gave them was good or very good at giving them enough time.
• 410 (89%) felt the healthcare professional that saw gave them was good or very good at listening to them.
• 406 (90%) felt the healthcare professional that saw gave them was good or very good at treating them with care and concern.
• 438 (96%) felt they definitely or to some extent had confidence in the healthcare professional they saw or spoke to.
• 362 (79%) rated their experience of making an appointment as good or very good.
• 371 (81%) are very or somewhat satisfied with the practice’s appointment times.
• 448 (98%) were satisfied with the appointment they were offered.
• 270 (97%) felt the healthcare professional they saw recognised and/or understood their mental health needs to at least some extent.
• 440 (96%) felt involved or somewhat involved in the decisions regarding their care and treatment.
• 444 (97%) felt their needs were met or somewhat met.