Improving patient experience is a key priority for the Trust. There are many ways for patients and their carers to tell us how we are doing such as patient surveys and through our Patient Advice and Liaison Team. The Friends and Family Test provides a mechanism to identify poor performances and encourage staff to make improvements where services do not live up to the expectations of our patients.
Since April 2013 our Emergency Department and wards have been asking patients “How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?”
The responses, combined with other questions from our inpatient survey, means we can identify where patients concerns are and make changes to improve the experience for our patients.
The first results were published on July 30 2013 and are available on www.nhs.uk
We need your help!
To get a really good understanding of our patient's experience we want to increase the response rate to the Friends and Family Test. If you are asked to complete a Friends and Family questionnaire please complete it and tell us how we can improve services for you and all our patients.
Further information
Download the Friends and Family Information leaflet
Download the Friends and Family Maternity Information leaflet
Download the Easy Read version of the leaflet
Our results
Following an NHS England review of FFT, the Net Promoter Score (NPS) has been replaced by a new scoring system based on the percentage of patients who would recommended the ward/service and percentage of patients who would not recommended the ward/service. It is anticipated that this will be a more comprehensive method for measuring patient satisfaction.
Friends and Family Test Results for Inpatients and Daycase
| |
Response Rate
|
% Recommended
|
% Not Recommended
|
|
February 2019
|
42.0%
|
97.17%
|
0.75%
|
|
January 2019
|
41.6%
|
97.16%
|
0.67%
|
|
December 2019
|
41.9%
|
97.35%
|
0.36%
|
|
November 2018
|
41.0%
|
96.09%
|
0.47%
|
|
October 2018
|
39.0%
|
96.58%
|
0.30%
|
|
September 2018
|
36.6%
|
96.63%
|
0.62%
|
|
August 2018
|
38.9%
|
96.22%
|
0.65%
|
|
July 2018
|
40.3%
|
95.47%
|
1.01%
|
|
June 2018
|
46.1%
|
96.66%
|
0.68%
|
|
May 2018
|
38.5%
|
96.66%
|
0.68%
|
|
April 2018
|
46.9%
|
97.57%
|
0.60%
|
|
February 2019
|
42.0%
|
97.17%
|
0.75%
|
Friends and Family Test Results for the Emergency Department
|
|
Response Rate
|
%Recommended
|
% Not Recommended
|
|
February 2019
|
8.85%
|
94.65%
|
0.59%
|
|
January 2019
|
7.80%
|
95.16%
|
0.53%
|
|
December 2019
|
10.79%
|
94.34%
|
0.46%
|
|
November 2018
|
8.46%
|
91.07%
|
0.53%
|
|
October 2018
|
8.80%
|
98.91%
|
0.99%
|
|
September 2018
|
5.90%
|
90.99%
|
1.50%
|
|
August 2018
|
7.15%
|
93.41%
|
1.02%
|
|
July 2018
|
6.80%
|
94.07%
|
1.09%
|
|
June 2018
|
9.45%
|
91.43%
|
1.10%
|
|
May 2018
|
7.56%
|
94.61%
|
0.76%
|
|
April 2018
|
10.24%
|
94.60%
|
0.75%
|
For our Maternity Friends and Family Test results please click here »
Response rate is the percentage of eligible patients who answered our Friends and Family Test. For further information about how our FFT rating is calculated and other frequently asked questions please visit the NHS England website.
