What is the Friends and Family Test (FFT)

The Friends and Family test is a National feedback initiative from NHS England. This form of feedback was recommended within the Francis Report in 2013 and there is a requirement of all NHS organisations to provide an opportunity for services users to give feedback on their experiences. 

The FFT survey asks one questions; ‘overall, how was your experience of our service?’ and you provide an answer on a rating scale from ‘very Good’ to ‘very poor’. You can find more information on why the FFT question is in place and how the data is used here - https://www.nhs.uk/using-the-nhs/about-the-nhs/friends-and-family-test-fft/ 

Medway Community Healthcare offer a range of ways to provide feedback on your experiences of our services. 

  1. The Customer Experience team send the link to the electronic survey to all patients who have used our services during the month, providing we there is an email address on file. 
  2. There are posters in our buildings to providing you with the website link and a QR code, which you can scan with your phone’s camera which will take you to the survey on the website. 
  3. Direct access to the survey via our website 
  4. Paper copies of the survey is available in all buildings 

With your feedback, MCH received a score of 89%. We submit our FFT scores monthly to NHS England who provide and monitor the scores of all NHS organisations. The infographic below is the latest national figures.

Complementing our colleagues

At MCH our staff strive to go above and beyond to provide you with the best care. We love to praise our staff on how well their work has made a difference to our service users and how their actions continue to provide a great customer experience. 

It always makes a difference hearing how our work has supported you and hearing from our service users first hand makes our teams feel proud and recognised. If you would like to compliment anyone in MCH who has made you smile, made you feel listened to, exceeded your expectations or provided you with a great experience let us know, so we can include your praise with ours. 

You can use this link to leave your feedback. Don’t worry if you are not sure of the service or the colleague who supported you, let us know the date and rough time you used the service and we’ll do the rest.

Feedback given by patients about their experience of care and treatment is important to MCH and helps to make improvements to services. You can feedback to us in different ways:

  • Speak to a member of the service you are using at your appointment, or call 0300 123 3444 
  • Speak to the customer experience team
  • Review us >
  • Write to us
    • Customer Experience Team, Medway Community Healthcare, MCH House, Bailey Drive, Gillingham, Kent ME8 0PZ
  • or email us >