Friends and Family Test (FFT)

We want to hear from anyone using our service about the quality of care they have received.

Your feedback will give us a better understanding of your experience and will enable us to make improvements to our services.

We will invite you to answer one simple question:  ‘Overall, how was your experience of our service?’  You will be able to select from the following responses:

You do not have to provide feedback. But if you do, your feedback will help us improve our service. You can provide feedback at any time you want to and as often as you like.

The questions will have a comments box for you to provide more information so that we can understand a little more about your response and more about your experience, including what we did well and where we can look to make improvements.

Your feedback will help us to learn more about the quality of our service.  We want you to tell us what we are doing well – so we can do more of it, but it’s also important that you tell us what we can do better.  We will use this information to make changes that will help us to offer a  continually improving service.

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 PALS and Complaints Team by email: palsandcomplaints@hhft.nhs.uk or telephone: 01256 486766

The statistical results are published monthly on both the NHS England and this website.

We will publish information about what people have told us locally, so you can access up to date information about your local services.

We share Individual comments with our staff so that we can understand more about patients’ experiences. This is part of the NHS commitment to be open and transparent and give patients in-depth information about health services.

Results are displayed within the hospitals and on each ward. Comments are also displayed where the patient has agreed to share them anonymously.

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.

We may 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. Replies to the text are always FREE and will be used to improve our service.

Want to opt out?

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

You can also respond to the Friends and Family Test question by completing the survey online, scanning the service QR code within the hospital or, if you have difficulty using a smartphone, computer or you need information in an alternative format, please asking staff for a card to fill out.