Friends and Family Test

PTS FFT Results– December 2017 - How are we doing?

In December, a total of 190 patients who used PTS provided FFT survey responses using SMS text. 64.2% of these responses had a free text comment.

Comment analysis showed that 83.1% were positive; the top themes were Staff Attitude (50.5%), Overall Service (28.7%) and Waiting Time (8.6%).

FFT Positive Graph December

Patients complimented our service, telling us:

 “The staff made me feel safe and got there on time”

“A very wonderful service one I could not do without.”

“The driver acted like a friend and chatted away to me”

10.8% of comments were constructive, with the top themes showing as; Waiting Time (57.1%), Vehicle Comfort (14.3%), Communication (14.3%).

FFT Constructive Graph December (1)

In comparison to the results shown in November, there were no concerns in relation to Staff attitude during the month of December. This shows a marked improvement in this area.  

Patients told us that;

“My 97 year old mother had a wait of approximately 2 hours to be taken home finally leaving the hospital just before midnight”

“I had a long wait and did not know what time my arrival would be to hospital”

“The taxi that picked me up was a bit late in arriving to take me to my appointment”

Although 10.8% of comments were constructive, 85.7% of these responses were still extremely likely or likely to recommend our services to their friends and family.

These results are also available to watch in our video online

 For FFT information and the various methods the Patient Experience team use to collect patient feedback, please visit the Patient Experience intranet pages or contact us at