Friends and Family Test

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

In September, a total of 246 patients who used PTS provided FFT survey responses using SMS text. 184 of these responses were a free text comment.

FFT September Positive

Comments analysis showed that 83.15% were positive; the top positive themes were Staff Attitude (56.2%), Overall Service (24.8%) and Quality of care (7.2%).

Patients complimented our service, telling us:

“There was compassion, care and consideration. I also felt emotionally and physically safe with them”

 “Every aspect of the service is fantastic. Everyone is caring, thoughtful, helpful and friendly. What wonderful staff you have”

 “The gentleman who took us there and back was really polite, friendly and really considerate to my daughters needs which made us feel safe and well looked after”

11.96% of comments were constructive, with the top constructive themes showing as; Waiting Time (54.5%), Staff Attitude (9.1%) Safety (9.1%) and Accessibility (9.1%).

FFT September Constructive

Those patients who stated they were ‘unlikely’ to recommend our service, provided comments that related to the following themes – Waiting time, Overall Service and Staff Attitude. A patient who told us they were unlikely to recommend, shared with us the worst part of their experience.

“Waiting for over an hour and a half and they were not able to pick my father up”

These results are also available to watch in our video here

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