Friends & Family Test
The Prime Minister introduced the Family & Friends Test in April 2013.
NHS England introduced it to general practice in 2015.
The Friends and Family Test is a simple, comparable test which, when combined with follow-up questions, provides a mechanism to identify both good and bad performance and encourage practices to make improvements where services do not live up to expectations.
The Friends and Family Test (FFT) for patients is a single question survey which asks patients whether they would recommend the NHS service they have received to friends and family who need similar treatment or care. The patient will be contacted within 48 hours of receiving treatment, to enable timely feedback.
“How likely are you to recommend our surgery to friends and family if they needed similar care or treatment?”
Patients will use a six-point response scale to answer the question with the following response categories:
1 Extremely likely
3 Neither likely nor unlikely
5 Extremely unlikely
6 Don’t know
We collate the responses each calendar month, and using a MORI formula we calculate a satisfaction score. This is displayed in our waiting room and published on our website.
The patient responses are reviewed and considered each month in a clinical meeting.