The NHS Friends and Family Test
What is the Friends and Family Test?
As a Trust we want to ensure that you receive the best possible experience. The Friends and Family Test (FFT) is a national feedback tool that allows service users, families, carers and friends to share their experiences of Trust services. Your feedback helps us understand what we are doing well and where we can improve.
During your contact with the Trust, you will be offered the opportunity to provide feedback about your experience.
You will be asked:
Thinking about the service we provide. Overall, how was your experience of our service?
Please can you tell us why you gave your answer?
Download the Friends and Family Test leaflet or you can find the easy read leaflet here.
How are we doing?
To view our results, visit the NHS England website.
Why should you give us feedback?
Your feedback will give us invaluable information on what you, our service users, their friends, family and carers think of our services, which can then be used to help us make changes where required. Used alongside other sources of patient feedback the Friends and Family Test enables the Trust to highlight issues across services that require improvement, as well as identify areas to celebrate and build on what is working well.
How do we collect feedback?
There are several ways that the Trust collects patient feedback. These include:
- Paper forms – Friends and Family Test cards and feedback boxes are available across all services within the Trust. They are also readily available in reception areas across our buildings along with a feedback box for returning them. Please ask a member of staff if you are unable to locate a paper copy of the Friends and Family Test card.
- Electronic surveys (CHATpads) – We also use devices such as electronic tablets, referred to as CHATpads, across the Trust. Usually, the Friends and Family Test question will be included in a longer survey so that we can collect your views on other areas. This may include activities, feeling safe or being treated with dignity and respect.
- Online links – These are used across the Trust and may be included in letters, emails and other communications. There is also a Friends and Family Test link available on the Trust website where you can submit Friends and Family Test feedback: Friends and Family Test Links | South West Yorkshire Partnership Teaching NHS Foundation Trust
- Patient Knows Best (PKB) / NHS App – If you have the PKB app or the NHS App you may also receive an email with a link asking you to provide Friends and Family Test feedback.
- QR codes – QR code posters are displayed around the Trust and literature provided by services. These can be used by opening your camera on your smart phone and scanning the code to open a link where you can submit Friends and Family Test feedback.
- Text messaging – Some services use text messaging to collect feedback. A link will be included in the body of the message for you to submit Friends and Family Test feedback.
Services that provide virtual appointments may also share a Friends and Family Test link in the chat function during appointments on platforms such as Microsoft Teams or Zoom or provide it by phone.
All feedback is anonymous regardless of the method that is used to capture it. We will not ask for personal information as part of the Friends and Family Test, and your feedback will not affect the care or treatment you receive.
If you have any questions or require the Friends and Family Test in another format, please speak to a member of staff or email friendsandfamily.test@swyt.nhs.uk.
What do we do with feedback?
Your comments are reviewed by services to identify areas that require improvement or areas of good practice that can be shared across the Trust. Where real-time feedback is available via electronic tablets, comments are reviewed by staff and where necessary the appropriate action is taken. Services will display ‘You said, we did’ posters to tell you what has been done as a result of your feedback.
The Friends and Family Test is reviewed alongside other forms of feedback to identify Trustwide trends and themes in order to identify larger quality improvement projects. Our Friends and Family Test results are shared across the Trust from frontline staff to our Board for them to review the feedback and take action.
In addition, the results will appear on Care Opinion and the NHS England and NHS Improvement websites.
How else can you provide feedback?
If you wish to speak to someone regarding the care and treatment that you or someone else received from the Trust, please speak to a member of staff or contact customer services on 0800 587 2108. More information about customer services and how they can help you can be found on the Trust website: Customer services | South West Yorkshire Partnership Teaching NHS Foundation Trust
Involving the local community with our Trust is a big priority for us. You could become a member, volunteer with us or get involved with our charity. Further information on how you can become involved with the Trust is available on our website: https://www.southwestyorkshire.nhs.uk/get-involved/
More information
These short films explain the Friends and Family Test.
Frequently asked questions
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- Do I have to complete the Friends and Family Test?
No, participation is entirely voluntary. - Can I give feedback on behalf of someone else?
Yes, family members, carers and friends can provide feedback about services. - Will my feedback affect my care?
Your care and treatment will not be affected by any feedback you give. - I need this information in another format.
If you require this information in large print, Braille, Easy Read, audio format, another language or an alternative format, please contact us at test@swyt.nhs.uk . - I have another question.
If you have a question about the Trust’s Friends and Family Test information, please contact us at friendsandfamily.test@swyt.nhs.uk
- Do I have to complete the Friends and Family Test?
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