We gather feedback from our patients in a variety of ways – one of those ways is through the ‘Friends and Family’ test.
The Friends and Family Test is a national scheme where we gather direct feedback all patients who use our services.
This type of feedback is called the Friends and Family Test because it is based on asking all patients the following standard question:
- Overall, how was your experience of our service?
How are we asking the question?
There are a number of ways you can complete the Friends and Family Test.
Postcard
When patients are discharged from a hospital ward, they are also given a postcard to complete containing the Friends and Family Test question. A second question asks for comments about the reason they chose their answer – this helps us understand what is working well, and what we could do better.
We also ask about age, gender and ethnic origin so we can identify if we need to improve services to meet the needs of specific individuals.
We then ask the patient to place the completed postcard in a postbox at the end of the ward or at hospital exits. Patients can also complete the postcard at home and post it back using the freepost address on the card.
Text message
If you have attended the Emergency Department or Eye Emergency Department, you will be sent a text asking you to complete the survey online here. If you don’t want to receive a text, please tell the staff on reception.
Kiosks
If you have been to one of our Outpatient departments, you can answer the Friends and Family Test after your appointment by using the kiosks provided in the department.
Do patients have to answer the question?
No, you don’t have to answer the question. You have the option not to be involved with the Friends and Family Test -this will not affect the care you receive.
If you do participate, your response is anonymous and will help us to understand what we do well and what we can improve.
How will we use the information?
The information will give us direct, quick patient feedback, which will be considered in the ward (or Emergency Department), department, and right across our hospitals. The feedback will be used to help us improve services for our patients.
The results are also sent to NHS England every month and displayed on the NHS Choices website so patients and the public can see how well the hospital is doing, and what patients think of their experience.
You can find our latest Friends and Family Test results by looking at the ‘quality of service’ sections (in the right-hand column of each page) for:
More information
Watch this video about the NHS Friends and Family Test on YouTube:
