Friends & Family Test – A Simple Question All inpatient wards are included Patient must be over 16 years and had at least one overnight stay Both emergency.

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Presentation transcript:

Friends & Family Test – A Simple Question All inpatient wards are included Patient must be over 16 years and had at least one overnight stay Both emergency department patients are included Patient must be over 16 years, attended ED and then discharged. Patients who are transferred to another hospital or who become an inpatient are not included

Staff must simply offer the friends and family card/test at the point the patient is discharged - Not before It is a 24 hour a day process - seven days a week Patients must complete the form away from the healthcare team Staff should not ask the question themselves Face to face interviews will not be used in order to gain patient views Friends & Family Test - A Simple Guide

Scan the ‘Quick Response’ (QR) code into their smart phone and complete Go online to complete at – Post back to Picker Europe Telephone the freephone number A translation sheet will be provided to all wards and can be offered to patients Friends & Family Test – How to complete

Friends & Family Test – Results All results are anonymous Friends and family can help to complete if the patient is unable to The results will be used in addition to the existing ways of gathering patient and carer feedback Local and national patient experience surveys Comments and complaints Observations Audits

Friends & Family Test – Monitoring  Ward compliance - 15% response rate against ward discharge activity  Collected from the wards and processed weekly  Monthly ward reports and Trust results  Reported to the Department of Health monthly  Published on NHS Choices website (  Ward level results published twice a year  Results linked to Commissioning for Quality and Innovation (CQUIN) payment framework  Results included in trusts Annual Report and Quality Account

Project Lead Tracey Thomas / Patient Experience Manager (Patient & Public Involvement) Support Officer Jean Tucker / Survey Officer Patient Experience Team Patient & Public Involvement

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