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Family and Friends Test

Newsdate: 5 February 2013

Coming Soon

In May 2012 the Prime Minister announced the introduction of the Family and Friends Test. The test has been design to improve patient care and identify the best performing hospitals in England.

The introduction of the Family and Friends Test was based on recommendations from the Nursing and Care Quality Forum.

From 1 March 2013 some parts of the NHS will be required to gather direct feedback from patients at discharge or within 48 hours of discharge. The patients who are to be surveyed are:

  • all adult acute inpatients (who have had at least one night in hospital)
  • adult patients (over 16 years) who have attended Accident and Emergency Department and left without being admitted to hospital

A guide for Ward and A&E Managers will be available via the Five Point Communication file. This will also be available on the intranet next week.

We will be putting into place the Family and Friends Pilot Test on 1 February 2013 with implementation by 1 March 2013.

The Question

All the patients will be asked a standard question:

‘How likely are you to recommend our ward/A&E Department to friends and family if they needed similar care or treatment?’

The Answer
The patient groups named above will be given a postcard by staff on their discharge. Patients can complete the postcard in a number of ways. These include:

  • while on site and post in boxes which will be available
  • when they return home and mail them back to the Trust
  • use the QR code (Quick Response Codes are a type of two-dimensional barcode that can be read using smart phones) on the postcard or
  • go online to submit their response.

The Engagement Department will be collecting completed postcards every Friday, and on the last day of every month.

The Results
Reports will be available at ward, divisional, and Trust level. The information will also be available to the Clinical Commissioning Groups and the Department of Health via the Strategic Health Authority Lead.

For more information please contact Andrea Arkwright, Head of Engagement either via telephone on 01942 822 193 or email