27 August 2015 - NWAS Welcomes FFT Success With 95% of Patients Recommending Patient Transport Service

North West Ambulance Service (NWAS) has welcomed its most recent Friends and Family Test (FFT) results with 95% of patients happy to recommend the Trust’s Patient Transport Service (PTS) to a friend or a family member.

The Friends and Family Test allows patients using NWAS’ non-emergency service in Cumbria, Lancashire, Cheshire and Merseyside to feed their comments about their experience of the service back to the Trust.

NWAS provides patients with a number of different ways to answer the FFT question, including postal surveys, SMS text messages, interactive voice messages and the FFT postcards that have been placed on all vehicles.

Patients were asked ‘Based on your experience of our service, how likely are you to recommend our Ambulance Service to friends and family if they needed similar care or treatment?’  A choice ofresponses was then made available; including: Extremely Likely, Likely, Neither, Unlikely, Extremely Unlikely, Don’t Know.

Results comparing all ambulance services across England have been published for the first time on the NHS England website.

Sarah Faulkner, Director of Quality for NWAS said: “Considering the relatively large number of responses for the PTS service, it‘s great to see NWAS featuring so highly at 95% compared to other ambulance services nationally.

“The FFT remains a fantastic way for NWAS to receive immediate feedback on our services and allows us to react swiftly in getting the most appropriate care to patients at the right time.

“The more feedback the Trust receives from patients the more we see where our services can improve as a whole. I would like to thank all those who took the FFT and encourage as many patients as possible to let us know what they think when they use the service in the future.”

Anyone that has used NWAS’ services that wants to take the test can do so here: http://www.nwas.nhs.uk/talking-to-us/friends-and-family-test/

Data from the FFT, taken by patients in June 2015, also shows 88% would be extremely likely or likely to recommend the Trust’s Paramedic Emergency Services to a friend or family member.

The FFT results for April, May and June have been made available on the following link: http://www.england.nhs.uk/ourwork/pe/fft/friends-and-family-test-data/