At 51ΑΤΖζ and District Foundation Trust we want to ensure that you have the best possible experience. Patients, carers, friends and family are welcome to leave feedback at any point. Your feedback will help us to improve our services and celebrate our successes with those members of staff who looked after you.
What is the Friends and Family Test?
The Friends and Family Test (FFT) is a very short National survey used by NHS trusts to gather feedback from patients and their carers/friends/families about the services they are accessing.Β The survey asks;
βOverall, how was your experience of our service?β+
You can rank your answer from βvery goodβ to βvery poorβ. Youβll have the opportunity to explain your score by adding comments, and you may also be asked some follow-up questions. This is important because we can only make changes if we know exactly what is or is not working.
Further information about the FFT can be found on the below link:
How is feedback collected?
The Trust gathers FFT feedback through:
- Paper surveys β available on wards and in outpatient areas
- Online surveys β available on our website and via QR codes on posters around the hospital
HDFT is committed to engaging with you, to ensure we are getting the services right for you and your families. You can participate in The Friends and Family Test and provide feedback via the links below:
Β β Standard
β Easy Read
Patients are encouraged to provide feedback following the use of any of our services.Β We are dedicated to ensuring you get every opportunity to provide feedback, so you should be given information or asked by staff/volunteers during your stay/visit with us if you wish to provide feedback.
Responses are anonymised, so no personal information is taken or stored.Β Please do not leave any identifiable information.Β If patients or Carers/family/friends of patients wish to discuss their feedback or concerns, they are encouraged to contact the Patient Experience Team via the below contact details.
- Webpage: Patient Experience Team β 51ΑΤΖζ
- Telephone: 01423 555499
- Email: [email protected]
How the Trust uses FFT feedback
We collect the results and analyse them to see if any action is needed. The responses to the FFT question will be used to create an overall score that will be published on the NHS England website, see link below:
Feedback is reviewed by ward, department and service managers to:
- Celebrate positive feedback
- Identify improvement opportunities
- Develop action plans where concerns are raised
- Share themes and actions with patients and staff
The anonymous comments from service users are retained by the service and passed on to staff and managers.
Examples of improvements made following FFT feedback
- Installation of water fountains and cooling fans
- Improved communication in the Emergency Department about waiting times
- Development of staff photo boards showing names and roles to help patients identify staff members
Overall, the FFT is a key mechanism for understanding patient experience and driving continuous improvement across Trust services.