Friends and Family Test


FFT Image

The North West Ambulance Service NHS Trust (NWAS) have been asking the Friends and Family Test (FFT) through postal surveys and freepost returnable postcards, since its introduction into the NHS in 2013.  Additionally, in 2014 NWAS was one of a small number of FFT Pathfinder Trusts, enabling them to test out different approaches to delivery of the FFT to patients.  Feedback on the challenges and successes of the different methods were provided to NHS England which helped to inform the current guidelines.

From 1st April 2015 it is a national requirement for all NHS Ambulance Services to enable patients to give their personal comments and feedback about their experience of the service they receive by asking the FFT. Feedback on their experience is captured using the response rating selections as well as additional comments which patients, carers and relatives are encouraged to provide to give further context as to why they awarded that score. Patients should be asked the FFT as close to real time as possible and not more than 48 hours after using the service.FFT Sign

The patient groups which the North West Ambulance Service NHS Trusts (NWAS) are required to offer the FFT to are:

  • All patients (999 or GP Urgent) attended but not conveyed (See and Treat)
  • Users of patient transport services.

In order to make the FFT as inclusive as possible, NWAS are currently using the following approaches and methods to provide opportunities for our patients to give feedback and for us to listen to and act on that feedback in order to improve services:

  • Freepost Postcards (available on ambulance transport and in hospital settings)
  • Free SMS Text Surveys to Mobile Telephones (delivered to patients following use of the service)
  • Landline Telephone Surveys using an Interactive Voice Response System (delivered to patients  following use of the service)
  • On-line surveys (available from our website and QR code links)

Once received, this wealth of feedback is analysed and used to influence service improvement for all our patients. As this is an on-going process, data can be instantly gathered, analysed and the findings can be fed into service action plans.

If you have recently used our 999 (Paramedic Emergency Service – PES) or Patient Transport Service for hospital Outpatients appointments and would like to complete a Friends and Family Test survey, (and have not already done so) you can complete one by clicking on the appropriate service link below:






For further information on the NHS FFT including ambulance service data, please visit the NHS England website.