Feedback & Complaints

The NHS Friends and Family Test (FFT) is a way of gathering your feedback, so we can continually review our service. Your feedback will help us learn more about what you think of your experience – what you like and what you think we could improve. Ultimately, you’re helping us to make changes that will ensure we can offer the best possible care.

We are aware that things can go wrong resulting in an unsatisfied experience.We are aware that things can go wrong resulting in an unsatisfied experience. Please fill out the complaint form to advise us about any concerns you may have.

This form is for feedback only and no requests for medications, appointments or other issues will be actioned.

FAQs

What is NHS Friends and Family Test (FFT)?

We want you to have the best possible experience of care. The NHS Friends and Family Test is a way of gathering your feedback, so we can continually review our service.

How does it work?

When you complete your treatment or are discharged from a service, you will often be invited to give feedback and complete the FFT.
You will be asked to answer the question: "How likely are you to recommend us to friends and family if they needed similar care or treatment?"
You can rank your answer from "extremely likely" to "extremely unlikely". You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions.
If you are unable to answer the question, a friend or family member is welcome to respond on your behalf.
If you feel that you should have been given the opportunity to respond, but did not receive the question, please speak to a member of staff first.

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the service to celebrate positive feedback, and identify opportunities to make improvements.

How will the results be used?

The information will give your GP practice invaluable feedback on what you think of the care and treatment you have received, which will help the surgery to make necessary improvements for patients.

For more information, please visit www.nhs.uk/friendsandfamily

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

No, this will not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS FFT.

The changes in the process of making a complaint about primary care services.

How you make a complaint about primary care services has been changed on 1 July 2023. Please see the link below for further details.

Complaints Procedure.

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