Would you recommend us to your family or friends? - Friends and Family test

The NHS Friends and Family Test is a nationwide initiative to gain feedback from patients about the care and treatment they receive in hospital. Patients are asked whether they would recommend NHS services to their friends and family if they needed similar care or treatment, which is believed to be an important indicator of the quality of care they have received.

We have started using the Friends and Family Test on our inpatient wards, Emergency Department and Maternity Services, and every patient that receives treatment in those areas is now able to give feedback about the quality of care they have received.

The vast majority of patients we have surveyed to date said they were extremely likely to recommend the care given on our wards or emergency department to a friend or family member. We are very pleased that these people had a good experience of our care. However we also want to know where we have not met expectations so that we can make improvements. Your feedback is our best way of knowing where we are doing well or where we could do better.

Please click on the link below to view our latest results – these are updated every month. 

Latest Friends and Family Test Results

NHS England publishes results of all hospitals. A spreadsheet of these results can be found on the following link. Here you can compare our scores with other hospitals. NHS England FFT Scores
 

How do I leave my feedback?

We value your feedback and want to make our services as high-quality as possible for you. We will contact you and ask the simple questions:

“How likely are you to recommend our ward services to friends and family if they needed similar care or treatment?”

When you are discharged from hospital or following the birth of your baby, you will be asked to answer the Friends and Family Test question via a feedback card which will be provided by staff. If you do not receive a form please ask for a copy. You can complete the feedback card and leave it with staff or post it in a nearby collection box.

We also send the question as a text message or automated voice call through our approved survey contractor. Responses are free and anonymous. You will be contacted this way:

- If you have visited our A&E department
- At your 36 week appointment in Maternity Services
- Following discharge from Postnatal Community Care

You will be invited to respond to the question by choosing one of six options, ranging from 'extremely likely' to 'extremely unlikely'.

It is important that you are given the opportunity to explain why you have given your answer, so please answer any follow-up questions in the space provided.

You can also let us know your thoughts online. You will need the reference number which is on the bottom right hand corner of the feedback card to ensure your feedback is linked to the area you received care.

Do I have to respond to the question?

Your answer is voluntary and anonymous. We are extremely grateful for your feedback as it provides valuable information to help ensure our patients have the best possible experience of care.

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

Text messages and voice calls are free. If you receive the survey and you do not wish to take part, you can simply reply STOP when you receive the text message or hang up when you receive the call.

If you do not want to be contacted for the Friends and Family Test then please inform a member of staff and we will ensure you are not contacted.

If you feel that you should have been given the opportunity to respond but did not receive the questionnaire, please contact Patient Services Team on 0114 271 2400 or via email at
PST@sth.nhs.uk 

How will the results be used?

We will gather the results and analyse them to see where we can make improvements or explore your suggestions further.

If your comments are complimentary we will of course pass on your praise to the staff who cared for you.

Your feedback will be combined with that of other patients to create an overall score for the particular ward or department. This is the score which is published on the NHS England website every month.

Our Matrons and Ward Managers will also receive a full copy of the feedback their ward or department has received so that they can discuss this with the rest of the team and take the appropriate action.

Does the Friends and Family test replace the NHS complaints procedure or other forms of feedback?

No, this will not replace our current complaints procedure or other forms of feedback. For more information on how to make a complaint see our dedicated page:

Tell Us What You Think

 
 

Additional Information

New technology helps patients air their views 


Patients at Sheffield Teaching Hospitals NHS Foundation Trust will now be able to give immediate feedback about the care they receive at a touch of a button.

The Trust has trained a team of 50 volunteers to use hand-held digital devices - much like PDAs - to collect the thoughts of patients about their care.

This information is then analysed and reported back, providing patient feedback at both ward and Hospital Trust level.

Volunteers have been chosen as they are independent of the patient's care and treatment, which has been found to be the best way of receiving open and honest feedback.

Sue Butler, Head of Patient Partnership at the Trust, said: "Anything which helps us fully understand the experiences our patients have when we care for them is great.

"The new devices will help us keep more frequent and up-to-date information from patients and their families, as part of our strategy for engaging people in how we make continuous improvements.

"It is the flexibility of this service that really excites us, because we can tailor the questions to examine a particular point in time and see how well new schemes are doing."
 

 
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