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Friends and Family

The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views on the service used and the care or treatment received.

How does it work?

When you are discharged from the service, you’ll be invited to complete the FFT. This will be in the form of either; text message, post, or e-mail, dependent on the service used. 

Filling out the form

You will be asked to answer the question: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?”

You can rank your answer from “poor” to “excellent”. You will also have the opportunity to add any additional comments about the care or treatement you received, or any improvements you think our services may need. It is important to give us as much feedback as possible, so we can continue to improve the quality of care and treatment delivered. 

How do we arrive at our score?

We add the “excellent” and “very good” survey answers to create a total score for each service. We take the average from all our service scores to create a score for Novus Health.

How will the results be used?

We will gather the results and analyse them to see if any action is required. The responses to the FFT question will be used to create an overall score, which will be published on our website. The comments, however, are retained by Novus Health to pass on to staff and managers.


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