NHS Friends and Family Test

After you've completed your treatment or you're discharged from a service, you may be invited to complete the FFT.

You may be asked while you're still on the premises, or you may be contacted later. Some providers may ask you to give your feedback by post, by text message, over the phone or using their website.

Not all service providers ask patients to complete the FFT, but you should be able to give feedback if you want to. For example, most GP and dental practices have feedback forms in their waiting rooms, which you can complete. Ask at reception if you cannot find a feedback form and you want to give feedback.

You'll be asked: "How did you find your most recent visit/experience with the Practice?"

You can rank your answer from "very good" to "very poor". You may also be asked some follow-up questions. This is important because service providers can only make changes if they know exactly what is or is not working.

You can ask a member of staff how this information is used.

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the service to celebrate positive feedback and identify opportunities to make improvements.

Around 9 out of 10 patients give positive feedback about NHS services when completing the FFT. This lets staff know that their efforts have been appreciated. Information about what could have been better is used to continuously improve services.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or family member is welcome to answer the question if you're unable to.

Service providers are encouraged to make the FFT accessible to all patients. This means they should be able to help patients that may need assistance, such as people with disabilities, literacy issues or mental health problems.

If you feel that you should have been given the opportunity to respond, but did not receive the question, speak to a member of staff first. If you wish to give feedback for a hospital service, contact the Patient and Public Involvement (PPI) team or the Patient Advice and Liaison Service (PALS) team at your hospital.

Tip: An advocacy service may help you either to fill in the form or to request one, if you feel you've been denied one.

Service providers will collect the results and analyse them to see if any action is needed. The responses to the FFT question will be used to create an overall score that will be published on the NHS England website. The anonymous comments from service users are retained by the service and passed on to staff and managers.

Service providers are also encouraged to inform patients about the comments and suggestions they've received, and include the actions they're planning to take in response.

This information could be provided in various forms such as updates on the service provider's website, our responses are shown at the bottom of the page.

No, this will not replace the current NHS complaints procedure or other forms of feedback. the practice will continue to use our own ways of gathering feedback in addition to the NHS FFT.

You can email england.friendsandfamilytest@nhs.net if you have any questions about the FFT.

You can also watch the following FFT animations on YouTube:

• NHS Friends and Family Test
• NHS Friends and Family Test (British Sign Language translation)
• NHS Friends and Family Test (mental health services)
• NHS Friends and Family Test (mental health services with BSL translation)

NHS England has more information about the Friends and Family Test, including guidance for NHS providers and commissioners.