The NHS Friends and Family Test (FFT) was introduced as a national measure of patient satisfaction in April 2015 for all providers of NHS care in England. It allows you to see what other patients think of the care they receive when visiting Moorfields and other care providers and it allows us to understand how we can improve the quality of the carte and services we provide based on what you are telling us.
The current national requirement is that all adult patients who attend for a clinic appointment, surgery are admitted as an in-patient or attend our A&E, be asked to complete the test. At Moorfields, we run the test for 51 of our network sites or City Road services and around 18,000 patients complete it every month.
What is the Friends and Family test?
The test has the dual purpose of allowing us a measure of performance (for example we can see if all of our sites are giving the same experience) and it gives patients a simple way of commenting on the care they received and to make suggestions on how this might be improved.
How does it work?
Following your consultation with Moorfields, whether face to face, telephone or video, you will receive a text message asking to you a couple of questions. (If you do not have a mobile phone, you can ask the receptionist for a card to complete or complete the test only line by clicking on the link below).
The test is anonymous and no identifiable information is attached to any of the answers given.
The FFT question is "Following your recent consultation with Moorfields, the staff who cared for you would like to know what you think of the service they provide. Overall, how was your experience of our service? "
You are then asked to select from six possible responses:
5 - Very Good
4 – Good
3 - Neither good nor poor
2 – Poor
1 - Very poor
0 - Don't know
It currently asks a further question. Currently this is…
“How well do you think Moorfields managed your visit today under the new covid-19 arrangements?”
Complete the online version of the Friends and Family Test by
forms:
The Friends and Family test was introduced in April 2015 as national measure of patient satisfaction for all providers of NHS care in England. It allows us to see what patients think of the care they receive when visiting hospital and it allows us to understand how we can improve the quality of the services we provide.
The test is anonymous.
Please fill in the form below and tell us how we are doing.
The score is a simple comparison of the percentage of those completing the test who would recommend the trust (i.e. good and very good) against the percentage of those who would not (i.e. poor and very poor). There is no nationally set score FFT score required, however Moorfields has set its own benchmark of 90% of patients recommending the trust.
The scores for all NHS trusts are published by NHS England and for a summary please go to the NHS England website