The Friends and Family Test (FFT) aims to provide a simple headline metric which, when combined with follow-up questions, can drive a culture change of continuous recognition of good practice and potential improvements in the quality of the care received by NHS patients and service users. The implementation of the FFT across all NHS services is an integral part of Putting Patients First, NHS England’s Business Plan for 2013/14 – 2015/16, and is designed to help service users, commissioners and practitioners.
On 25 May 2012, the Prime Minister announced that the Friends and Family Test would be introduced across the NHS from April 2013. The FFT for acute in-patients and patients discharged from A&E became mandatory on 1 April. And from 1 October, all providers of NHS funded maternity services in England will ask women the same question:
“How likely are you to recommend our <ward/A&E department/maternity service> to friends and family if they needed similar care or treatment?” with answers on a scale of extremely likely to extremely unlikely.
Women will be asked the question at three points during their maternity care:
This quick, consistent, standardised patient experience indicator will provide organisations, employees and the public with a simple, easily understandable headline metric, based on near real-time experience.
The Midlands and East region – where FFT was rolled out across all acute trusts from April 2012 – have developed a series of case studies and supporting materials on FFT
See also a comprehensive list of FAQs – Please note that these are in the process of being updated.
A mailbox has been set up for queries about the FFT at email@example.com.