Better Care

Friends and Family Test

What is it?

The Friends and Family Test uses a single question, aimed to determine if the respondent will recommend the service to others – it is considered a better measure than whether someone is ‘satisfied’ with a service. It is intended to feed into other feedback schemes.

What does it do?

It helps to identify both good and bad performance and encourages staff to make improvements where services do not live up to expectations.

It means staff from “boards to wards” have access to up-to-date patient feedback and will be informed and empowered to take immediate action to tackle areas of weak performance and build on success. 

Tracking trends will provide validation of where targeted improvements are most effective. 

The question

How likely are you to recommend our ward / department / service to friends and family if they needed similar care or treatment? 

Patients will use a descriptive six-point response scale to answer using the following response categories:

1) Extremely likely 

2) Likely 

3) Neither likely nor unlikely 

4) Unlikely 

5) Extremely unlikely 

6) Don’t know 

Supplementary Information

Participants in the Friends and Family Test are also asked to add supplementary comments to help to understand where things have gone well and where improvements are required.

For more information about the Friends and Family Test and other Patient Experience measures and activity please contact Alison Last, Associate Director of Patient Experience via email or phone 0121 466 7128