Introduction to the Friends and Family Test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience.

It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in transforming NHS services and supporting patient choice.

Since it was initially launched in April 2013, the FFT has been rolled out in phases to most NHS-funded services in England, giving all patients the opportunity to leave feedback on their care and treatment.

The FFT has produced more than 10 million pieces of feedback, making it the biggest source of patient opinion in the world. Scores so far have told us that at least nine out of ten patients would recommend the services they used to their loved ones. Patient comments also identify areas where improvements can be made so that providers can make care and treatment better for everyone.

See section on Implementing FFT Guidance for details of how the FFT works.

The feedback gathered through the FFT is being used in NHS organisations across the country to stimulate local improvement and empower staff to carry out the sorts of changes that make a real difference to patients and their care.

While the results will not be statistically comparable against other organisations because of the various data collection methods, FFT will continue to provide a broad measure of patient experience that can be used alongside other data to inform service improvement and patient choice.

Publishing results of the Friends and Family Test

The results of the FFT are published at monthly intervals on both NHS England and NHS Choices websites.

The Friends and Family Test for staff

From 1 April 2014, all NHS trusts providing acute, community, ambulance and mental health services in England were required to implement the FFT for staff. Guidance to support organisations administering the Staff FFT is published on the Staff Friends and Family Test page.

Further information/supporting publications

Useful information for staff

Useful information for patients and the public

News stories

Making NHS patient feedback more inclusive

Updated guidance has been published to help make the NHS’s biggest patient feedback tool, the Friends and Family Test, more inclusive. The new guidance covers services across the NHS that are provided to children and young people – with special provisions for looked after children – as well as patients with learning disabilities, dementia, language […]

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5 millionth feedback landmark for Friends and Family Test

The NHS Friends and Family Test has reached a memorable milestone by gathering its five millionth piece of feedback from patients. Launched less than two years ago in April 2013, FFT has allowed millions of patients to give invaluable feedback on their experiences of care and treatment in services throughout the NHS. It has quickly […]

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