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 wards and Emergency Department, and every patient that receives treatment in those areas will now be able to give feedback about the quality of care they have received.
How does it work?
When you are discharged, you will be asked to answer the following question via a paper form provided by staff. If you do not receive a form please ask for a copy.
'How likely are you to recommend our ward/A&E department to friends and family if they needed similar care or treatment?'
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.
Do you have to respond to the question?
Your answer is voluntary. But if you do answer, your feedback will provide valuable information for our hospital 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.
If you feel that you should have been given the opportunity to respond but did not receive the questionnaire, please contact Glen Davidson, the Trust Patient Experience Manager on 020 8333 3000.
How will the results be used?
We will gather the results and analyse them to see if any action is required. We will combine your feedback with that of other patients, and create an overall score, which will be published on the NHS Choices website.
Does this replace the NHS complaints procedure or other forms of feedback?
No, this will not replace our current complaints procedure or other forms of feedback. If you wish to give a compliment, raise a concern or make a complaint please contact our PALS Unit at Lewisham on 020 8333 3355, or Queen Elizabeth’s Hospital 020 8836 4592.