Friends and Family Test reports (Inpatient, Outpatient, Emergency Department and Maternity)

The NHS friends and family test is an important opportunity for you to provide feedback on the care and treatment you receive and to improve services.

The test asks the standard question:

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

Patients use a six point descriptive response scale to answer the questions with the following response categories

  • Extremely likely
  • Likely
  • Neither likely nor unlikely
  • Unlikely
  • Extremely unlikely
  • Don't know

A review of the Friends and Family Test was published in July 2014 which recommended replacing the NPS (Net Promoter Score) as a headline score with an alternative measure. In line with this recommendation the NHS England statistical publication will move to using the percentage of respondents that would recommend/wouldn’t recommend the service, in place of the NPS. Both scores are published here up to January 2015 after which only the recommend/not recommend score is used.

Patients must be surveyed on the day of discharge or within 48 hours of discharge. We ask our inpatients, outpatients, day unit and maternity patients the question by means of an electronic survey before discharge or comment card and for Emergency Department patients the survey is sent to patients’ homes within 48 hours of discharge. 

New percentage measures are calculated as:

                                                                              extremely likely + likely     
   Recommend (%) =          ________________________________________________________________      x100

                                          extremely likely + likely + neither + unlikely + extremely unlikely + don’t know


                                                                            extremely unlikely + unlikely
   NOT recommended (%) =    ________________________________________________________________      x100

                                                extremely likely + likely + neither + unlikely + extremely unlikely + don’t know


Results are available to download below:

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