Improving Health and Wellbeing
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Friends and Family Test

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What is the Friends and Family Test?

In April 2013 Prime Minister David Cameron announced the ‘friends and family’ test to improve patient care and identify the best performing Hospitals in England.  Patients were asked a simple question; whether they would recommend the service to a friend or relative based on their treatment.

From April 2014 all NHS trusts providing acute, community, ambulance and mental health services in England had to implement the friends and family test. 

The test provides us with important information; it is also be the chance for you to provide feedback on the care and treatment you've received and help us to improve our services and see where we've done things right!

How does it work?

You are given one of our questionnaires to complete when you are ready to be discharged from our services. You are either given a postcard or asked to answer the friends and family test question online, at one of our electronic kiosks or on an iPAD.

The questions are answered anonymously which means you don’t have to give us any personal information. You can have a family member or carer help you complete the survey.

The friends and family test can be found at the following web link – www.humber.nhs.uk/friendsandfamilytestonline

Do you have to answer the question?

No, you don't have to take part, but the feedback that we receive if you do answer the question helps us to deliver the best possible care for our patients.

The Friends and Family Test is offered alongside our own Patient Experience Questionnaire, which we may also ask you to complete.  This questionnaire gives us more detailed information about the care we have given you and your experience of using our services.

How are the results used?

Once the responses are gathered we analyse the information along with your comments and combine them with feedback from other patients. This information is used in order to identify areas for improvements to help us promote a positive experience for you. We also create an overall score and publish these results on our website, updating them regularly.

You can read a selection of the latest comments we've received here.

Does this replace the NHS compliments/complaints procedure or other forms of feedback? 

This does not replace our complaints procedure or any other form of feedback, contact details for our PALS service can be found on the links to the right of this text.

November 2016 results:

 

% Who Would Recommend

% Who Wouldn't Recommend

Number of Responses

Trust

90.3%

1.6%

515

Parent's/Guardians

100%

0.0%

49

Carers

100%

0.0%

33

 

 

Previous Trust level results:

 

% Who would recommend

% Who wouldn't recommend

Number of responses

July-16

97.2%

1.70%

362

Aug-16

98.0%

0.70%

306

Sep-16

96.0%

0.70%

423

Oct-16

93.7%

1.60%

443

Nov-16

90.3%

1.59%

516

Dec-16

89.7%

1.47%

484

Jan-17

97.5%

0.41%

243

Feb-17

94.4%

0.53%

378

Mar-17

94.3%

1.27%

244

Apr-17

89.2%

1.42%

434

May-17

91.6%

1.40%

287

Jun-17

96.0%

1.01%

199

Jul-17

89.8%

2.57%

325

Aug-17

94.9%

3.80%

158

 

If you have any questions, please get in touch at HNF-TR.FriendsAndFamilyTest@nhs.net.

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