Friends & Family Test – A Simple Question

All inpatient wards are includedPatient must be over 16 years and had at least one overnight stay

Both emergency department patients are included

Patient must be over 16 years, attended ED and then discharged. Patients who are transferred to another hospital or who become an inpatient are not included

• Staff must simply offer the friends and family card/test at the point the patient is discharged - Not before

• It is a 24 hour a day process - seven days a week

• Patients must complete the form away from the healthcare team

• Staff should not ask the question themselves

• Face to face interviews will not be used in order to gain patient views

Friends & Family Test - A Simple Guide

• Scan the ‘Quick Response’ (QR) code into their smart phone and complete

• Go online to complete at – • Post back to Picker Europe

• Telephone the freephone number• A translation sheet will be provided to all wards

and can be offered to patients

Friends & Family Test – How to complete

Friends & Family Test – Results

• All results are anonymous• Friends and family can help to complete if the patient is

unable to• The results will be used in addition to the existing ways

of gathering patient and carer feedback• Local and national patient experience surveys• Comments and complaints• Observations• Audits

Friends & Family Test – MonitoringWard compliance - 15% response rate against ward discharge activityCollected from the wards and processed weeklyMonthly ward reports and Trust resultsReported to the Department of Health monthlyPublished on NHS Choices website (www.nhs.uk)Ward level results published twice a yearResults linked to Commissioning for Quality and Innovation (CQUIN) payment frameworkResults included in trusts Annual Report and Quality Account

• Project Lead • Tracey Thomas / Patient Experience Manager

(Patient & Public Involvement)

• Support Officer • Jean Tucker / Survey Officer

FriendsandFamily.Test@glos.nhs.uk

Patient Experience Team Patient & Public Involvement