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Friends and Family Test - A&E - 2013-14

The Friends and Family Test (FFT) is a single question survey which asks patients whether they would recommend the NHS service they have received to friends and family who need similar treatment or care. Collection of feedback from providers of NHS funded acute services for inpatients (including independent sector organisations that provide acute NHS services) and patients discharged from A&E (type 1 & 2) began in April 2013, and was extended to include women of any age who use NHS funded maternity services from October 2013.

From April 2014 the Staff FFT was introduced to allow staff feedback on NHS Services based on recent experience. Staff are asked to respond to two questions. The a€˜Carea€™ question asks how likely staff are to recommend the NHS services they work in to friends and family who need similar treatment or care. The a€˜Worka€™ question asks how likely staff would be to recommend the NHS service they work in to friends and family as a place to work. Staff FFT is conducted on a quarterly basis (excluding Quarter 3 when the existing NHS Staff Survey takes place). For further guidance click here.

Since January 2015 the FFT was extended to capture feedback from GPs and NHS funded Community and Mental Health services. Further guidance on submissions (including the GP FFT Data Submission Query Form) can be found by clicking here.

The NHS England review of the patient FFT, published in July 2014, recommended a move away from the Net Promoter Score (NPS) and the introduction of a simpler scoring system in order to increase the relevance of the FFT data for NHS staff, patients and members of the public. Based on the findings of the review, NHS England is now calculating and presenting the FFT results as a percentage of respondents who would/would not recommend the service to their friends and family. This change was introduced in the first publication of Staff FFT results on 25 September 2014 and across all existing patient FFT settings on 2 October 2014.
NHS Choices is undertaking ongoing user testing of the presentation of the FFT results on the NHS Choices website. Further details will be provided at a later date, following the completion of the user testing. For further guidance on this change please follow the link below:
Guidance on the Change to the FFT Headline Measure (DOCX, 18K)

Guidance for the Friends and Family Test and other information is available here.

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Additional Information

Coverage Start Date 2013-04-01
Coverage End Date 2014-03-31
Origin http://www.england.nhs.uk/statistics/statistical-work-areas/friends-and-family-test
Frequency
Homepage
License UK Open Government Licence (OGL)
Publisher NHS England
Visibility PUBLIC
Source http://www.england.nhs.uk/statistics/statistical-work-areas/friends-and-family-test
frequency Monthly