Friends and Family Test

Since the Friends and Family Test (FFT) was launched in 2013, this has proved to be a very important tool to capture Patient feedback as it provides patients the opportunity to share their experiences of using NHS services. Patients are asked whether they would recommend the service they have used to a relative or friend who needed similar treatment. At North West Ambulance Service, we ask patients the FFT question “How likely are you to recommend our Ambulance service to friends and family if they needs similar care or treatment?” through postal surveys, postcards on ambulance transport vehicles, SMS texting and Interactive Voice Response (IVR).  

The Patient Experience team provide patients with the opportunity to complete a Friends and Family Test survey using various different channels such as SMS surveys, FFT Postcards, Landline and SMS surveys. Those surveys sent by SMS and by post had the most returns in 2017/18 as the data shows below : 

FFT 2017 18