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Friends & Family Test

What is the Friends and Family Test?

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.

Filling out the FFT form

You will be asked to answer the question: "How likely are you to recommend our service to friends and family if they needed similar care or treatment?"

You can rank your answer from "extremely likely" to "extremely unlikely". You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions. This is important, because service providers can only make changes if they know exactly what is or isn’t working.

We also have a handy online version here.

How will we use the results?

The Surgery will gather the results and analyse them rapidly to see if any action is required. The responses to the FFT question will be used to create an overall score, which will be published on the NHS Choices website.

We will also encouraged to inform patients about comments and suggestions made and include the actions they are planning to take in response. This information could be provided in various forms such as updates on our website, at patient meetings or by displaying the 'You said- We did' posters in receptions and waiting areas.

Does this replace the complaints procedure?

No, this will not replace the current complaints procedure or other forms of feedback.

FFT Information Video

What have we done?

After listening to your comments we have moved the location of the Self Check-In Kiosk, additional staff have been allocated to answer the phones at peak times and more.

You Said - We Did

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