The first results of the NHS Friends and Family Test for all acute hospital inpatient and accident and emergency departments were published on 30th July 2013. This was the first time that Friends and Family Test results were made available at a national level and marks the next step in NHS England’s commitment to transparency, openness and public participation.
The NHS Friends and Family Test ask patients one simple question: ‘How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?’ We have followed this question up with further questions about why a person answered in the way they did. This ensures that every patient has the opportunity to be heard and acts as a lever by which services can be transformed to better understand and meet a person’s needs.
To see recent results for Bolton NHS Foundation Trust along with a breakdown of response rates and net promoter scores for individual wards and Accident and Emergency departments please click on the links below:
Friends and Family Performance Report March 16 [42kb] MS Excel
Maternity Friends and Family Performance Report March 16 [29kb] MS Excel
Friends and Family Test April 2014 [53kb] MS Excel
Breakdown of Individual Wards
The net promoter score is calculated for each ward on a monthly basis using the following equation:
- Proportion of respondents who would be extremely likely to recommend (response category: “extremely likely”
- Proportion of respondents who would not recommend (response categories: “neither likely nor unlikely”, “unlikely” & “extremely unlikely”.
“Likely” and “Don’t know” responses are omitted completely from the calculation.
The real strength of FFT lies in the rich source of patient views that we can use to highlight and address concerns much faster than more traditional survey methods. Comments and scores are available to our front line staff, so practical action can be taken to address problems that concern patients, while positive comments are very important in maintaining the morale of hard working staff.
We are gathering examples on specific changes that have been made as a result of this patient feedback.
The data for hospitals, wards and A&E departments is also published on the NHS Choices and NHS England websites, together with an explanation of how the test was carried out.