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Friends and family test

Friends and family test

The friends and family test is part of our customer experience programme which includes, focus groups, compliments, complaints and patient stories.

This allows us to;

  • identify themes and trends of data and feedback
  • put mechanisms in place to improve services and patient care
  • identify good practice and areas for improvement
  • generate ideas to change practice
  • provide the opportunity to make compliments
  • act as a smoke detector for issues that may occur.

In 2012, we implemented the friends and family test which is "a simple, comparable test which, when combined with follow-up questions, provides a mechanism to identify both good and bad performance and encourage staff to make improvements where services do not live up to expectations."

The question which we ask is:

"How likely are you to recommend this service to friends and family if they needed similar care or treatment?”

Patients then have the option to answer in one of the following ways:

  • Extremely likely
  • Likely
  • Likely Neither likely nor unlikely
  • Unlikely
  • Extremely unlikely
  • Don’t know

Review us or Find out more about the friends and family test from NHS England >

Figures for 2016 - 2017

  • 8241 surveys returned
  • 97.44% (8030) - would recommend our services
  • 1.2% (99) - would not recommend our services
  • 1.2% (104) – are neither likely nor unlikely
  • 0.16% (8) – don’t know
  • 80 concerns resolved within 1 working day
  • 42 verbal complaints
  • 184 written complaints
  • 1378 compliments


Apr May Jun Jul Aug Sep Oct Nov Dec Jan

No. surveys

 575  616  824  692  632 496 631 711 549 554 408 794

% recommend

98.2  98.3 98.1 97.5 97.4 96.3 97.9 96.6 98.7 97.6 94.6 95.7

% not recommend

 1.04  0.5  0.6 1.5  1.9 2.2 1.8 1 0.7 2.2 5.4 1.6

How it has helped us to improve

You said:
Patients felt that there was a lack of information given to them when they were admitted to St Bartholomew's Hospital
We did:
Bedside folder created for patients at St Bartholomew's Hospital

You said: Patients were unhappy with having physiotherapy at MFT, due to parking problems, paying for parking, etc
We did: Moved MSK physiotherapy from MFT to MCH House in 2013

You said: Patient’s felt that initial contact with some service administrators was rude and abrupt
We did: Bespoke customer care training has been created and delivered to specific services patients were left waiting in physiotherapy waiting room for 30 minutes as they had not been checked in properly

You said: Patients were left waiting in physiotherapy waiting room for 30 minutes as they had not been checked in properly
We did: Posters have been created to ensure that patients are aware that they should not be waiting longer than 10 minutes for a physiotherapy appointment and to speak to reception

You said: Patients were unhappy that there was no clear signage to highlight the length of wait at MCH House for a blood test.
We did: Signs were created to put on the entrance to the building and reception will inform patients as they arrive.