Friends and Family Test

In 2013 the Friends and Family Test (FFT) was introduced as a way of giving people the opportunity to provide feedback on NHS services that provide their care and treatment.

It involves asking patients a standard question as they are discharged from a service or within the 48 hours that follow: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

FAQs

How does it work?

Within 48 hours of using a service you’ll receive a text message or phone call asking the question.

Do I have to answer?

Taking part is voluntary, but we would very much appreciate your feedback. Your answer will not be traced back to you and your details will not be passed on to anyone. A member of your family or a friend is welcome to answer the question if you are unable to.

Will it cost me anything?

No, the service pays all of the costs.

How will my information be used?

In two ways, firstly it is shared with the service to give them immediate feedback about how things are going and what they can do to improve. It’s also used to compare services across the country to help people make choices about where they might prefer to receive their care and treatment. We also display our results on special boards at the entrance to our wards and in the A&E waiting area.

Further information

More information about FFT is available on the NHS Choices or the NHS England websites.

If you feel that you should have been given the opportunity to respond but did not receive the question, please contact our Patient Advice and Liaison Service (PALS) team.

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