The NHS Friends and Family Test (FFT) was developed to assist service providers and commissioners in understanding whether patients are satisfied with the care provided or identifying areas requiring improvement. It is a quick, anonymous way for patients to share their views following NHS care or treatment. More information about the FFT can be found on the NHS website.
Receiving patient feedback plays a crucial role in enhancing healthcare services. By actively seeking and analyzing patient experiences, we gain valuable insights into their needs, expectations, and areas for development. Feedback highlights strengths, such as compassionate staff and efficient processes, while also identifying areas for improvement, such as reducing wait times or improving communication. This input informs decision-making, supports targeted improvements, and fosters a patient-centered approach. A continuous feedback loop builds trust, enhances patient satisfaction, and ensures that our care delivery meets the highest standards of quality and safety.
Each week, we send text messages to patients who visited the surgery during the previous week and have a mobile number on record. Feedback collected through these responses is reviewed monthly and shared with practice staff.
We greatly value all feedback received and actively implement improvements based on patient suggestions. However, as feedback submitted via the FFT is anonymous, there are cases where we are unable to address specific issues. For patients with genuine complaints requiring resolution, we encourage direct communication with the surgery in writing. Detailed information on our complaints process can be found [here].