Friends & Family Test (FFT)

We value and use feedback from our patients, their family and carers to improve our services.

Have you attended one of our Outpatient departments or been discharged from A & E or from a Ward at this hospital within the last 48 hours?

If so, please tell us about your experience, just complete the short survey, known as the Friends and Family Test.

You do not have to give your name. Your answers will not be traced back to you nor will your details be passed on to anyone else so please tell us exactly what you think.

If you are the parent or carer for an individual who is unable to complete the survey themselves you may wish to complete it on their behalf.

The survey is run for us by Optimum Health Technology, an organisation outside of the hospital which puts together all the comments about us each month so that we know how our patients feel about our services. We can use these comments to help to make improvements, if needed.

We display the overall results of this survey each month.

More information about the Friends and Family Test may be found here http://www.nhs.uk/NHSEngland/AboutNHSservices/Pages/nhs-friends-and-family-test.aspx

A short guide to download

http://www.uhb.nhs.uk/Downloads/pdf/FriendsAndFamilyShortGuide.pdf

A short easy read guide to download

http://www.uhb.nhs.uk/Downloads/pdf/FriendsAndFamilyAllAboutEasyRead.pdf

If you wish to speak to someone about your experience as a patient our PALS team may be contacted  on  01603 289036 or 01603 289045.

Surveys are used at the Norfolk and Norwich University Hospitals (NNUH) through a variety of feedback methods to provide patients with as much opportunity as possible to give feedback to help us improve our services.

Emergency Department and Outpatient Clinics

We welcome feedback from patients in all areas including the Emergency Department and all Outpatient Clinics.  Patients will see feedback postcards in all areas asking for their experience to be rated using the Friends and Family Test question:  “We would like you to think about your recent experience of our service.   How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

Choices range from “Extremely likely” and “Likely”, through to “Neither”, “Unlikely”, “Extremely Unlikely” and “Don’t Know”.

The completed postcards can be dropped in a branded white postbox onsite at the Emergency Department or relevant clinic that a patient has attended, or the postcards can be completed later and posted back using Freepost.

Maternity

The Friends and Family Test is available at four key points of the Trust’s maternity services offering patients the opportunity to give feedback.   Maternity patients have the opportunity to give their views on antenatal care, birthing care and postnatal care, so might be asked the question up to three or four times so we can make sure that we identify areas for improvement at every stage of maternity care.  The question will be slightly different depending on the particular service a patient has just used.  The question looks like this:

“We would like you to think about your recent experience of our service.   How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

Choices range from “Extremely likely” and “Likely”, through to “Neither”, “Unlikely”, “Extremely Unlikely” and “Don’t Know”.

We also encourage patients to provide us with more information so that we can understand why a particular answer was chosen, what we did well and where we can look to make improvements.   Maternity patients will be asked to give their feedback as follows:

  • 36 week antenatal apointment in community
  • Delivery Suite or Midwifery Led Birthing Unit or Home Birth Service
  • Postnatal care on Blakeney Ward
  • Postnatal community service at discharge from care
  • Feedback on antenatal care can be given by Freepost postcard (distributed by midwives) or online or by downloading the maternity App.

Any patient who has their baby in Delivery Suite or Midwifery Led Birthing Unit (MLBU) or Home Birth Service, but does not stay on Blakeney Ward (the postnatal ward) can give their feedback by going online or by downloading the maternity App and will be provided with these details at discharge from hospital or at home (for home births).

Patients who give birth in the Delivery Suite or MLBU, and then stay on Blakeney Ward will be offered an opportunity to give feedback on their birthing experience and on the postnatal care on Blakeney Ward by taking part in a short survey with a volunteer who visits the ward and inputs feedback onto an iPad.

Feedback on postnatal care in the community can be given by Freepost postcard (distributed by midwives) or online or by downloading the maternity App.

On the wards

Inpatients are offered the Friends and Family Test question plus ten more questions by volunteers visiting the wards with surveys on iPads.

Feedback

More than 2000 patients per month complete surveys at the moment across all inpatient wards, the Emergency Department, Outpatient clinics and the maternity service. The feedback is shared with each of the wards or clinics and helps staff to make improvements to give patients a better experience when they in the hospital’s care.

The Friends and Family Test fits in well with the Trust’s other feedback methods, such as the Quality Assurance Audit programme on the wards. Unannounced ward inspections occur every week across the hospital.