Better Care

What our patients told us

Words in this ‘cloud’ are taken from patient and carer feedback received during September 2019.

Friends and Family Test (FFT)

The Friends and Family Test (FFT) is an important way in which we receive feedback from our patients and carers.  We ask people if they would recommend the services they have used and offers a range of responses. When combined with additional follow-up questions (see the word cloud above), the FFT highlights both good and poor patient experience.  The FFT provides a broad measure of patient experience that can be used alongside other feedback and data to help us make improvements where needed. 

In September 2019, a score of 94 was achieved. A total of 1649 patients participated in patient surveys (including the FFT).  Of the 1649 responses, 94% of patients said they were extremely likely or likely to recommend the service to someone else. 

Overall satisfaction

Patients were also asked how they rated their service, from excellent to very poor.  

94% of 1636 patients who participated in this element of surveys during September 2019 rated the service they received to be excellent or very good. 

Annual / rolling FFT and % satisfaction results

To understand the fluctuations of both the Friends and Family Test results and patient satisfaction the following gives a summary of the Trust wide score for both over the last 12 months: 

September 2019

Annual view April 2018 - April 2019

What patients said 2018 / 2019
Annual graph 2019

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