Friends and Family Test (FFT)

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether patients are happy with the service provided, or where improvements are needed. It’s a quick and anonymous way to give your views after receiving NHS care or treatment.

Since the FFT was launched in 2013, millions of patients have submitted feedback. It’s used by most NHS services, including community care, hospitals, mental health services, maternity services, GP and dental practices, emergency care, and patient transport.

How it works

There are three ways in which patients can fill out a FFT form:

1. After each appointment, those with smartphone access will be sent a text message with a link to fill out a questionnaire.
2. Patients may also be asked by a member of staff at the Surgery if they could fill out a questionnaire.
3. There is space in the waiting room at the Surgery with access to paper forms & pens, with a private box for you to put your completed questionnaire in.

Filling out the FFT form / what will you be asked

You’ll be asked: “Overall, how was your experience of our service?”

You can rank your answer from “very good” to “very poor”. You’ll have the opportunity to explain your score by adding comments, and you may also be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or is not working.

You can ask a member of staff how this information is used.

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the service to celebrate positive feedback and identify opportunities to make improvements.

Around 9 out of 10 patients give positive feedback about NHS services when completing the FFT. This lets staff know that their efforts have been appreciated. Information about what could have been better is used to continuously improve services.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or family member is welcome to answer the question if you’re unable to.

Service providers are encouraged to make the FFT accessible to all patients. This means they should be able to help patients that may need assistance, such as people with disabilities, literacy issues or mental health problems.

How will the results be used?

Service providers will collect the results and analyse them to see if any action is needed. The responses to the FFT question will be used to create an overall score that will be published on the NHS England website. The anonymous comments from service users are retained by the service and passed on to staff and managers.

Service providers are also encouraged to inform patients about the comments and suggestions they’ve received, and include the actions they’re planning to take in response.

This information could be provided in various forms such as updates on the service provider’s website, at patient meetings, or by displaying the “You said – we did” posters in receptions and waiting areas.

Does the FFT replace the NHS complaints procedure or other forms of feedback?

No, this will not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS FFT.

Friends and family test data 

You can find all of the friends and family data here  NHS England publish all providers results monthly.