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 year March 2018/19 show that 85.3% of our patients would be highly likely/likely to recommend our GP practice to friends and family.
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 (firstname.lastname@example.org) /Assistant Practice Manager (email@example.com). 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.
The Freedom to Speak up Guardian
The National Guardian’s Office is an independent, non-statutory body with the remit to lead culture change in the NHS so that speaking up becomes business as usual. The office is not a regulator, but is sponsored by the CQC, NHS England and NHS Improvement.
Contact the National Guardian's Office:
Phone: 0300 067 9000