Patients reminded to give feedback as they leave hospital

Posted: April 13, 2016

Raising awareness of the Friends and Family Test

To mark Friends and Family Test Awareness Week, Great Western Hospitals NHS Foundation Trust is reminding its patients not to leave hospital before giving honest feedback of their experience.
The Friends and Family Test, which forms part of a wider national NHS survey, is a way for patients, along with their friends, relatives and carers, to tell the Trust not only what went well during their visit, but also where improvements can be made for the benefit of future patients.
Based around the principle of whether the patient would recommend the Trust to others, the Friends and Family Test also asks the patient to rate a number of factors which could affect experience, such as waiting time, cleanliness and information provided by staff.
The test, which is in use across all Trust wards and departments, is given to patients on their departure from hospital, with the scores then collated into a monthly report to give staff an insight into their performance through the eyes of patients.
One of the most reviewed areas of the Trust is the Emergency Department at the Great Western Hospital, which received more than 100 Friends and Family Test submissions during March 2016.
Last month, more than 88 per cent of patients said they would recommend the Emergency Department, which also scored an average of four-and-a-half stars out of a possible five among patients.
The test also gives patients and their family the opportunity to raise complaints and concerns with the Trust directly.
For example, the Trust recently introduced a new process whereby sensitive conversations with patients and their relatives are now held in private following feedback collected through the Friends and Family Test.
Samantha Morris, Patient Advice and Liaison Service Team Leader, said: "Listening to our patients and acting on their feedback is so important to continually improving the healthcare services that we offer to local people.
"Whether it's positive, negative or constructive, the feedback we collect through the Friends and Family Test is invaluable and we would encourage as many people as possible to take the time to complete one as they leave hospital.

"As a Trust, we're always listening which means that anyone, whether they are former patients or just members of the local community, who would like to speak with us can do so by calling the PALS team directly on 01793 604031."
The Friends and Family Test Awareness Week runs through until Friday 15 April.
For further information on the many other ways to leave feedback with the Trust, visit

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