New way to give feedback in all NHS services

Thursday, January 22, 2015 - 10:49 by Paul Sanguinazzi

The NHS Friends and Family Test (FFT), a way for patients to provide feedback that is already used in some hospitals, is now available across every community and mental healthcare service in England. Nottinghamshire Healthcare has already been using the FFT for more than two years as part of its feedback survey which is issued to all patients, service users and carers.  The Test consists of one question – We would like you to think about your recent experience of our service.  How likely are you to recommend our service to friends and family if they needed similar care or treatment?    People answering the question can also then add comments to explain their views or make suggestions for how things can be improved.  It is intended to capture positive comments as well as to identify areas where healthcare providers need to do better.  The FFT was created to complement more traditional ways of finding out what patients think, such as annual patient surveys and local patient participation groups, but is ongoing and provides feedback very quickly to staff within services on what is working well and what can be improved, making local healthcare better for everyone. Data collected from the FFT will be published every month on the NHS Choices website, and more than 4.3 million pieces of feedback have already been received, leading to thousands of large and small improvements to services.  The Trust publishes all its feedback on its dedicated feedback website, http://feedback.nottinghamshirehealthcare.nhs.uk/  Ratings and comments received about all services and teams can be viewed in addition to changes made as a result.  People can also leave their feedback about services on the website and via the national feedback site, Patient Opinion.  In the last year Nottinghamshire Healthcare had 27 385 responses to the FFT with 97% of people saying they are extremely likely or likely to recommend the Trust’s services to their friends or family if they need similar care or treatment. When you use any of the Trust’s services remember to look out for your opportunity to say what you think about the care or treatment you’ve experienced.