‘Would you recommend this service?’ Friends and family test arrives at EEAST

Family in a park

The NHS Friends and Family Test (FFT) is a feedback tool which allows people who use health services to provide feedback on their experience, which should be used to improve services for patients.

We need to survey all ‘see and treat’ 999 patients (i.e. those we do not convey), all patient transport service (PTS) patients and all patients who we have a face to face contact with in the primary care service, such as in a care centre or home visit.

A feedback form has been designed for each area, so that we are able to capture specific feedback for these patient groups. This must be left with the patient to complete in their own time, and return to us. The postage will be pre-paid.

In order to gauge the best way of doing this, a pilot in Norfolk (999 and primary care service) and Suffolk PTS, is happening in October and November. Depending on these findings, the aim is to rollout to every county from the end of January.

We will publish regular updates in Need to Know as the process develops and invite you to offer your thoughts and feedback using the comments section below.

What we need you to do

We have tried to make the process of obtaining this data as easy as possible. Feedback forms are being delivered to applicable stations (Norfolk and Suffolk first) and you will need to give these to all patients, as outlined above. Please write the applicable number at the top of the form, before giving it to the patient:

  • 999: the CAD number
  • PTS: the journey identifying number
  • primary care service: case number.

If you have any questions in relation to the implementation of the FFT feedback form, please contact the Trust’s patient experience team either by telephone on 01603 422757 or alternatively by email: surveys@eastamb.nhs.uk. More information will be provided to local managers.

Published 24th October 2014 

Leave a Comment
Name (required)
Email Address (required, never displayed)
Enter a message

(all comments are moderated - your submission will be posted on approval.)