Friends and Family Test (FFT) results

Family in a park

The national NHS Friends and Family Test (FFT) is a continuous feedback tool which allows people who use health services to feedback on their experience. Listening to the views of our patients, enables the Trust to identify what is working well but also to highlight areas which may require service improvements.

The FFT currently asks patients if they would recommend the service they have used. 

The FFT results for April 2019 to February 2020:

  • Emergency Services ‘See and Treat’ patients 
    • 97.6% of patients advised that they would be either ‘likely’ or ‘extremely likely’ to recommend the service to a friend or relative if they needed similar care of treatment.
  • Patient Transport Services patients
    • 90.8% of patients advised that they would be either ‘likely’ or ‘extremely likely’ to provide a recommendation.

The Trust would like to thank staff for their support with the implementation of the FFT over the past few years.


Changes to the FFT

New guidance in relation to the FFT has now been released by NHS England, following the FFT Development Project which took place during 2018/19. The FFT Development Project was undertaken with the objective being to improve the FFT and to make it a more useful tool for driving service improvements. The revisions to the NHS England guidance are effective from the 1st April 2020.

The main changes are:

  • EEAST is required to continue undertaking the FFT for Patient Transport Service (PTS) patients (updating the question and open-ended questions as per NHS England guidance). The updated FFT PTS survey will be available for patients to complete on the public website from 1st April 2020. The survey will be publicised via posters and social media to actively encourage patients to provide feedback on their experiences.
  • Ambulance trusts can stop the implementation of the FFT for ‘See and Treat’ emergency services patients and instead commit to running a co-produced patient experience report on an annual basis.
  • EEAST will continue to undertake the continuous postal patient experience surveys for PTS and ES patients as per the patient survey programme.
  • Rephrased new question - Overall, how was your experience of our service?
  • The previous requirement to collect ‘real-time’ feedback within 48 hours of contact with the service has now been removed. Patients should have the opportunity to provide anonymous and ‘real-time’ feedback at any time.
  • The FFT should not be used as a measure of performance or to make comparisons between NHS organisations. Feedback should instead be used as an informal ‘temperature check,’ and to look at trends and any changes over time. We are required to report our FFT results to both the commissioners and NHS England, with the results published every month.


Please see the latest NHS England Friends and Family Test guidance here.

If you have any questions in relation to the changes to the FFT, please contact the Patient Survey Team on 01603 422 757 or by email:

Published 28th March 2020

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