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Friends and Family Test.

The NHS Friends and Family Test (FFT) is a nationwide initiative to gain feedback from patients about the care and treatment they receive in hospital.

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What is the Friends and Family Test?

Patients are asked whether they would recommend NHS services to their friends and family if they needed similar care or treatment, which is believed to be an important indicator of the quality of care they have received.

How does the Friends and Family Test work?

If you have been discharged from our Accident and Emergency, Minor Injury Unit or Emergency Care Centre you will be sent either an SMS text to your mobile phone or an interactive voice message (IVM) to your landline phone.

It is completely free of charge for you to reply.

At any time the patient can choose to opt out of the survey by replying back STOP, this will opt the mobile number out of all future FFT surveys or press # on your landline and this will opt the landline out of all future FFT surveys.

If you do not have a phone number paper cards are available to complete from reception.

The Trust uses an SMS short code number to send all Friends and Family Test SMS surveys. The preference of using the SMS short code ensures we always pay for the patients’ responses including the initial response to Q1 and then your follow-up comments to Q2.

A number of other industries use SMS short code numbers and configure the SMS short code to charge the receiver. The consequence of this is that some mobile operators and handsets may send an automated message informing the receiver they may be charged for this message.

However, the Trust can guarantee any Friends and Family Test SMS messages received by the patient or replied to will not be charged back to them.

Do I have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information to help ensure our patients have the best possible experience of care. Your feedback is annoymous.

Your answer will not be traced back to you, and your details will not be passed on to anyone. Therefore we will be unable to respond to individual requests. A member of your family or a friend is welcome to answer the question if you are unable to.

How will the results be used?

Our Matrons and Ward Managers gather the results and analyse them to see where we can make improvements or explore your suggestions further. If your comments are complimentary we will of course pass on your praise to the staff who cared for you.

Does the Friends and Family Test replace the NHS complaints procedure or other forms of feedback?

No, this will not replace our current complaints procedure or other forms of feedback. If you wish to give a compliment, raise a concern or make a complaint please speak to the Nurse-in-charge, the Matron or contact our Patient Experience Team on 01227 783 145.

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For more information, please visit:
www.ekhuft.nhs.uk/friendsandfamilytest

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Friends and Family Test.

What is the Friends and Family Test?

How does the Friends and Family Test work?

Do I have to respond to the question?

How will the results be used?

Does the Friends and Family Test replace the NHS complaints procedure or other forms of feedback?

Share this...

Were you prepared for the visit today?

Related Information

Part 2 – Delivering Information

Some tips to improve your mental wellbeing

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Pride and Stonewall

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Was this information useful?

How was your visit today?

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Part 2 – Delivering Information

Part 1 – Scanning QRs

Introduction Video

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