Calculation and Presentation of Friends and Family Test Data

The NHS England review of the patient Friends and Family Test (FFT), published in July 2014, recommended a move away from the Net Promoter Score (NPS) and the introduction of a simpler scoring system in order to increase the relevance of the FFT data for NHS staff, patients and members of the public.

Based on the findings of the review, NHS England is now calculating and presenting the FFT results as a percentage of respondents who would/would not recommend the service to their friends and family.

This change was introduced in the first publication of Staff FFT results on 25 September 2014 and across all existing patient FFT settings on 2 October 2014.

NHS Choices is undertaking ongoing user testing of the presentation of the FFT results on the NHS Choices website. Further details will be provided at a later date, following the completion of the user testing.

Further guidance on this can be viewed in the ‘Change of the headline measure used for the Friends and Family Test (FFT)‘ document.