Introduction to the Friends and Family Test
The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.
It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in transforming NHS services and supporting patient choice.
Launched in April 2013, the FFT question has been asked in all NHS inpatient and A&E departments across England and, since October 2013, all providers of NHS funded maternity services. Since it began, the FFT has produced more than 4 million pieces of feedback.
Our results for the 6 months to the end of May 2015 show that 82% of our patients would be extremely likely to recommend our GP practice to friends and family, 11% said they would be likely to recommend us, 3.5% didn't know, and 3.5% said they would be extremely unlikely to recommend us.
Comments & Complaints
We endeavour to provide a good service to all patients, however sometimes misunderstandings can occur. Please do not hesitate to discuss any problems you may have with your Doctor or our Practice Manager. We work within the local guidelines and assure you that any complaints are duly dealt with.
The Health Service Ombudsman
The Health Service Ombudsman has published a booklet that describes the ‘six principles for remedy’ in relation to complaints handling and involves:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvements
If you remain unhappy after everything has been done to try to resolve your concern or complaint you have the right to approach the Ombudsman.
Tel: 0345 015 4033
Write: Millbank Tower, Millbank, London SW1P 4QP.