Friends And Family Test

The Friends and Family Test aims to provide a simple, headline metric which, when combined with follow-up questions, can be used to drive cultural change and continuous improvements in the quality of the care received by NHS patients.

"Timely feedback from patients and relatives about the care that they have received from staff working for Lincolnshire Community Health Services is very important to us.  Receiving information from the Friends and Family test means we are able to respond quickly to either areas of concern or good practice and ensure staff are aware of the comments for their respective areas.  We are very committed to listening and learning from your experiences."

Sue Cousland
Chief Nurse

Lincolnshire Community Health Services NHS Trust started by implementing the test in inpatient areas and urgent care services, followed by all community services by September 2014. The trust now receives more than 1,000 comments a month from the Friends and Family Test and other feedback surveys, which have helped drive a number of changes.

This includes:

  • new clinics run by health visitors to ensure parents have access to staff with the right skills and knowledge to answer their questions;
  • setting up an appointment system for health visitors in the Grantham area;
  • plans to refurbish and decorate areas of the Skegness Hospital site;
  • ensuring patients are part of the discharge planning process and have a planned discharge date to work towards from arrival into hospital;
  • purchasing mirrors for patient bathrooms at the Butterfly Hospice in Boston;
  • improved communication to patients taking part in the cardiac rehabilitation programme to give a clear timetable of activities;
  • further engagement with patients for their feedback on using the telephone service for the Diabetes team.

 

To see how your input is helping us to improve our services, click the link below:

  You said, We did

If you have received a friends and family test code, you can fill in the survvey online.

  Link to I Want Great Care webiste

 

For more information about the friends and family test

  NHS Friends and Family Test information (NHS Choices Website)