Friends and family test
Would you recommend us to friends and family? You now have the opportunity to provide feedback on the care and treatment you receive and to improve services by completing the NHS friends and family test.
The Friends and Family Test is an easy-to-understand, comparable question that will be asked of patients about the care and treatment they have received. It will be used to drive cultural change and continuous improvements in the quality of the care received by NHS patients.
It will be offered to you after your care is complete and only takes a minute to fill in.
Additionally, for most types of care you also have the option to give this feedback electronically. We will text your mobile phone about your care shortly after you have it. This text option was launched in Croydon in July 2018 for Emergency Department patients and extended to most other care in August.
You will be asked whether you would recommend hospital wards and A&E departments to your friends and family if they needed similar care or treatment. This means every patient in these wards and departments will be able to give feedback on the quality of the care they receive.
As a result of our current work using the Just a Minute cards (JAM) Croydon Health Services is of one of a number of early implementers. The government wants NHS organisations to obtain regular and timely feedback from patients about their care. Using a simple question makes this process, quick, easy and relevant.
You will be asked to answer the following question when you are discharged, or within the 48 hours of discharge:
'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.
You may be asked to answer the question before going home, or you may be invited to do so by returning a postcard, by phone or on a website.
It is not mandatory to complete the questionnaire but if you do it will help us improve our services.
If you feel that you should have been given the opportunity to respond but did not receive the question, please contact the Patient Advice and Liaison (PALS) team.
We will then gather the results and analyse them to see if any action is required. An overall score will be published on this page every month.
You can continue to use our feedback form to complain, show concern or give compliments about our services/staff.
For more information on Friends and Family Test visit NHS Choices website.
New guidance
From October 2014 the FFT Score was replaced with the percentage of respondents who would/would not recommend the service to their friends and family. This is in line with how NHS England now present the data.
Inpatients
|
Month |
% that recommend the service |
% that do not recommend the service |
Total Responses |
|
Jan 2019 |
87.4 | 7.9 | 382 |
|
Dec 2018 |
88.6 | 4.4 | 472 |
|
Nov 2018 |
89.1 | 5.4 | 634 |
|
Oct 2018 |
88.8 | 3.6 | 588 |
| Sept 2018 |
92.6% | 2.1% | 378 |
| Aug 2018 | 95.7% | 1.5% |
865 |
|
July 2018 |
84.5% | 7.8% | 579 |
|
June 2018 |
88.9% | 5.1% | 487 |
|
May 2018 |
93.6% | 2.2% | 503 |
|
April 2018 |
92.4% | 1.9% | 592 |
| March 2018 | 90.7% | 3.7% |
536 |
|
February 2018 |
91.3% | 3.2% | 403 |
|
January 2018 |
92.9% |
2.2% |
553 |
|
December 2017 |
94.3% |
2.4% |
700 |
|
November 2017 |
94.0% |
2.0% |
833 |
|
October 2017 |
94.0% |
2.0% |
832 |
|
September 2017 |
92.9% |
1.8% |
952 |
|
August 2017 |
92.0% |
3.0% |
964 |
|
July 2017 |
94.4% |
1.5% |
1075 |
|
June 2017 |
92.3% |
1.3% |
1098 |
|
May 2017 |
90.7% |
1.7% |
870 |
|
April 2017 |
94.6% |
1.4% |
721 |
|
March 2017 |
95.1% |
2.2% |
720 |
|
February 2017 |
94.0% |
1.8% |
718 |
|
January 2017 |
94.8% |
1.6% |
696 |
|
December 2016 |
96.4% |
1.0% |
780 |
|
November 2016 |
95.5% |
1.7% |
756 |
|
October 2016 |
96.2% |
0.7% |
953 |
|
September 2016 |
94.9% |
0.8% |
840 |
|
August 2016 |
94.4% |
1.5% |
904 |
|
July 2016 |
94.9% |
1.6% |
866 |
|
June 2016 |
93.9% |
1.4% |
986 |
|
May 2016 |
94.9% |
2.0% |
1075 |
|
April 2016 |
92.3% |
2.5% |
992 |
|
March 2016 |
92.9% |
1.8% |
902 |
|
February 2016 |
92.4% |
2.3% |
909 |
|
January 2016 |
95.4% |
1.8% |
1026 |
|
December 2015 |
94.7% |
1.6% |
694 |
|
November 2015 |
92.8% |
3% |
870 |
|
October 2015 |
92.6% |
2.4% |
1033 |
|
September 2015 |
92.0% |
3.4% |
820 |
|
August 2015 |
93.8% |
2.6% |
988 |
|
July 2015 |
95.5% |
1.8% |
1415 |
|
June 2015 |
94.6% |
2.0% |
1122 |
|
May 2015 |
94.3% |
1.5% |
811 |
|
April 2015 |
92.6% |
2.1% |
704 |
|
March 2015 |
92.9% |
2% |
708 |
|
February 2015 |
91.2% |
2.6% |
784 |
|
January 2015 |
93.7% |
2.2% |
587 |
|
December 2014 |
92.8% |
3.1% |
517 |
|
November 2014 |
93.9% |
3% |
689 |
|
October 2014 |
93.5% |
2.3% |
660 |
A&E
|
Month |
% that recommend the service |
% that do not recommend the service |
Total Responses |
|
Jan 2019 |
73.5 | 16.9 | 2567 |
|
Dec 2018 |
69.1 | 20.6 | 1881 |
|
Nov 2018 |
71.9 | 18.6 | 2045 |
|
Oct 2018 |
76.0 | 16.4 | 2172 |
| Sept 2018 |
67.0% |
17.9% | 1857 |
| Aug 2018 | 78.1% | 11% | 2482 |
|
July 2018 |
86.1% | 5.6% | 2101 |
|
June 2018 |
87.0% | 4.4% | 1980 |
|
May 2018 |
90.1% | 3% | 1740 |
| April 2018 |
91.5% | 2.5% | 1033 |
| March 2018 |
90.2% | 3.5% | 459 |
|
February 2018 |
93.4% | 2.0% | 815 |
|
January 2018 |
92.9% |
2.3% |
647 |
|
December 2017 |
94.7% |
2.6% |
468 |
|
November 2017 |
|
|
|
|
October 2017 |
89.8% |
4.3% |
694 |
|
September 2017 |
89.0% |
3.6% |
753 |
|
August 2017 |
89.5% |
2.7% |
1253 |
|
July 2017 |
89.7% |
2.7% |
1353 |
|
June 2017 |
90.3% |
3.6% |
1294 |
|
May 2017 |
90.2% |
4.5% |
502 |
|
April 2017 |
95.2% |
1.6% |
189 |
|
March 2017 |
93.8% |
1.9% |
779 |
|
February 2017 |
93.6% |
1.3% |
745 |
|
January 2017 |
93.7% |
1.2% |
590 |
|
December 2016 |
93.2% |
1.4% |
720 |
|
November 2016 |
96.7% |
1.6% |
367 |
|
October 2016 |
91.5% |
2.9% |
515 |
|
September 2016 |
93.4% |
1.9% |
636 |
|
August 2016 |
93.2% |
2.1% |
1009 |
|
July 2016 |
95.9% |
1.7% |
779 |
|
June 2016 |
94.3% |
1.5% |
1044 |
|
May 2016 |
92.8% |
1.8% |
1064 |
|
April 2016 |
94.4% |
1.7% |
510 |
|
March 2016 |
92.6% |
3.1% |
741 |
|
February 2016 |
90.6% |
3.6% |
635 |
|
January 2016 |
92.4% |
2.5% |
806 |
|
December 2015 |
93.3% |
2.6% |
269 |
|
November 2015 |
95.6% |
1.8% |
340 |
|
October 2015 |
92.1% |
3.9% |
669 |
|
September 2015 |
93.5% |
2.0% |
656 |
|
August 2015 |
90.5% |
3.5% |
662 |
|
July 2015 |
94.3% |
2.0% |
409 |
|
June 2015 |
92.8% |
2.9% |
418 |
|
May 2015 |
93.9% |
2.7% |
409 |
|
April 2015 |
92.2% |
3.1% |
359 |
|
March 2015 |
89.1% |
4.5% |
799 |
|
February 2015 |
89.5% |
2.7% |
641 |
|
January 2015 |
94.9% |
1.6% |
809 |
|
December 2014 |
88.2% |
6.1% |
280 |
|
November 2014 |
95.2% |
1.9% |
524 |
|
October 2014 |
93.8% |
1.3% |
693 |
Total A&E and inpatients - Data available only till March 2015.
|
Month |
% that recommend the service |
% that do not recommend the service |
Total Responses |
|
March 2015 |
90.9% |
3.3% |
1507 |
|
February 2015 |
90.5% |
2.6% |
1425 |
|
January 2015 |
94.4% |
1.9% |
1396 |
|
December 2014 |
91.2% |
4.1% |
797 |
|
November 2014 |
94.5% |
2.6% |
1213 |
|
October 2014 |
93.6% |
1.8% |
1353 |
FFT scores as per the previous guidance
Most recent FFT Score
The scores have been revised to reflect the calculation used by NHS England.
|
The FFT score for October is 60. This is based on 669 responses. Click on the link for the September data for A&E and Adult inpatients wards. September 2014 FFT>> |
Monthly FFT Score
2014
|
Month |
FFT Score |
Total responses |
Month |
|
September |
60 |
669 |
|
|
August |
60 |
666 |
|
|
July |
61 |
832 |
|
|
June |
64 |
773 |
|
|
May |
59 |
873 |
May 2014 FFT |
|
April |
49 |
1488 |
April 2014 FFT |
|
March |
52 |
1343 |
March 2014 FFT |
|
February |
52 |
1187 |
February 2014 FFT |
|
January |
48 |
1370 |
January 2014 FFT |
2013
|
Month |
FFT Score |
Total responses |
Month |
|
December |
51 |
1048 |
|
|
November |
53 |
1018 |
|
|
October |
45 |
807 |
|
|
September |
59 |
920 |
|
|
August |
54 |
1086 |
|
|
July |
53 |
1211 |
|
|
June |
51 |
879 |
|
|
May |
53 |
612 |
|
|
April |
55 |
494 |
|
|
March |
56 |
324 |
|
|
February |
55 |
467 |
|
|
January |
49 |
309 |
Your feedback
‘My care to date has been faultless’; ‘staff are friendly and explain everything’
‘Amazing staff, so caring. Great midwives, student midwives, doctors, all staff’
‘Friendly and welcoming staff who put me at ease at all times, and made my birth experience a good one’
'The midwives were all supportive, and nothing was too much for them to do. We’ll miss everyone.
‘Home visit was a god-send, plus the opportunity to ask many questions and get exact answers’
Meet the Matron
Matrons in A&E, adult inpatient wards and ITU meet with patients and families each week, listen to their comments and provide support and information. Look out for posters around the hospital for dates and time.