About the NHS Friends and Family Test

We will ask you to answer the following question:

"How likely are you to recommend our ward/A&E department/maternity service/outpatient service to friends and family if they needed similar care or treatment?"

The possible responses are on a six point scale ranging from ‘Extremely likely’ to ‘Extremely unlikely’ and ‘Don’t know’.

You will then have the opportunity to explain why you have given your answer. Nothing you say will be traced back to you, and your details will not be passed on to anyone, so please tell us exactly what you think.

How the Friends and Family score is calculated

Following a review of the Friends and Family Test in July 2014 recommendations were made to move away from using the Net Promoter Score (NPS) as a headline score and use an alternative measure. In line with this recommendation the Friends and Family test will move to using the percentage of respondents that would recommend the service in place of the NPS.

How the results are used

Results are gathered and analysed to create an overall score for the trust and for each ward/department. This allows for direct comparisons and highlights areas of good performance as well as those where improvement may be required. Results are displayed within the hospitals and on each ward. Comments are also displayed where the patient has agreed to share them anonymously.

For wards where less then five responses have been collected, the Friends and Family test score will still be calculated but individual types of responses, e.g. the rating and comments, will not be shared. This ensures that answers cannot be traced back to an individual.

The Friends and Family results and feedback are used in combination with other sources of patient feedback to help us understand what we do well and where we can improve. We’ll use your feedback to make changes that will help us to improve your experience of care.

The Friends and Family Test does not replace existing compliments or complaints procedure. If you have other feedback or concerns please talk to any of our staff or contact the customer care team by email: customercare@hhft.nhs.uk or telephone: 01256 486766.

Do we have your telephone number?

We use your phone number to:

Ask you the NHS Friends and Family Test question so that you can tell us what’s working well and what we could improve.

Your feedback is anonymous and FREE and will be used to improve our service.

Want to opt out?

Your contact information will not be shared with any other person or organisation and  patients cannot be traced to their feedback.

If you do not want to receive a message from us, please let the Customer Care Team know via email customercare@hhft.nhs.uk or telephone 01256 486766.   The Customer Care Team will ensure your details are updated.

You can also respond to the Friends and Family test question by asking staff for a postcard to fill in.