The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.
Since its launch in 2013, more than 25 million pieces of patient feedback have been submitted. The FFT has been rolled out across most NHS services, including community care, hospitals, mental health services, maternity services, GP and dental practices, emergency care, patient transport and more.
The practice will contact via the MJOG text message service and forms are available in practice.
If you have any queries about the FFT, contact NHS England via email. You can also watch the FFT animations on YouTube: FFT animation: British Sign Language version or FFT animation: mental health care services version
The NHS employs over a million staff in thousands of locations. It is a large and complex organisation providing a broad range of services. It is not surprising that sometimes you or a loved one may feel bewildered or concerned when using the NHS. And this can be at times when you are feeling at your most vulnerable and anxious.
So, what should you do if you want on the spot help when using the health service? The NHS expects all members of staff to listen and respond to you to the best of their ability. But sometimes, you may wish to talk to someone employed especially to help you. The Patient Advice and Liaison Service, known as PALS, has been introduced to ensure that the NHS listens to patients, their relatives, carers and friends, and answers their questions and resolves their concerns as quickly as possible.
PALS also helps the NHS to improve services by listening to what matters to patients and their loved ones and making changes, when appropriate.
In particular, PALS will:
Provide you with information about the NHS and help you with any other health-related enquiry
Help resolve concerns or problems when you are using the NHS
Provide information about the NHS complaints procedure and how to get independent help if you decide you may want to make a complaint
Provide you with information and help introduce you to agencies and support groups outside the NHS
Inform you about how you can get more involved in your own healthcare and the NHS locally
Improve the NHS by listening to your concerns, suggestions and experiences and ensuring that people who design and manage services are aware of the issues you raise
Provide an early warning system for NHS Trusts and monitoring bodies by identifying problems or gaps in services and reporting them.
If you would like more information about PALS, the functions it is intended to provide and the standards it should strive to achieve , follow this link.
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