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Wirral University Hospital NHS Foundation Trust

Results of the Friends and Family Test Cards

What is Friends and Family Test (FFT)?

The FFT is a quick anonymous survey that allows patients to give feedback on NHS services they have received. It asks "Overall, how was your experience of our service?" with responses ranging from very good to very poor. Patients can also leave comments explaining their rating.

The FFT has been used across most NHS services like hospitals, GPs, mental health etc since 2013. Millions of patients have provided feedback this way.

Patients may be asked to complete the FFT in various ways - on premises, by text/phone, website etc. It is voluntary but providing feedback helps NHS services identify areas for improvement.

Around 9 out of 10 patients give positive feedback through the FFT. Negative comments allow services to address issues. Responses are anonymous.

NHS service providers analyse the FFT data and publish overall scores. They use the comments internally to make service improvements. Results may be shared through websites, meetings, posters etc.

The FFT does not replace the formal NHS complaints process - it is just one way for patients to quickly give feedback in addition to other methods used by NHS organisations.

One key aspect of the Friends and Family test feedback is the Recommend Rate score, which is calculated based on the number of “very good” and “good” responses received.