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Friends and Family Test

Would you recommend us to friends and family?

Faces

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.

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 madatory 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 is 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

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

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

Graph

September

60 669 September 2014 FFT

August

60 666 August 2014 FFT

July 

61  832  July 2014 FFT

June 

64 773 June 2014 FFT
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 Graph
December 51 1048 December 2013 FFT
November 53 1018 November 2013 FFT
October 45 807 October 2013 FFT
September 59 920 September 2013 FFT
August 54 1086 August 2013 FFT
July 53 1211 July 2013 FFT
June 51 879 June 2013 FFT 
May 53 612 May 2013 FFT 
April 55 494 April 2013 FFT
March 56 324 March 2013 FFT
February 55 467 February 2013 FFT
January 49 309 January 2013 FFT

 

 

 

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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.

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