We want to make sure that you have the best possible experience of care at our hospitals. The Friends and Family Test is a way of gathering your feedback about this experience and helping to drive improvement in hospital services.
If you have been a patient at one of our hospitals, we will ask you to give us feedback on your experience.
The results will provide a way for you to easily compare NHS hospitals so that you know where you can your family can get the best possible care.
The information will also give us invaluable information on what you think of our services, which can be used to help make improvements if needed.
How the NHS Friends and Family test works
When you are discharged, or within the next 48 hours, you will be asked to answer the following question:
“How likely are you to recommend our ward to friends and family if they needed similar care or treatment?”
You will be invited to respond to the question by choosing one of six options, ranging from ‘extremely likely’ to ‘extremely unlikely’.
It is really important to us that you tell us why you gave your answer, so please answer any follow-up questions.
You may be asked to answer the question before going home, or you may be invited to do so by returning a postcard, by phone or on our website.
Your answer will not be traced back to you, and your details will not be passed on to anyone. A member of your family or a friend is welcome to help you give your feedback to the question if you are unable to.
You do not have to answer the question, but your feedback will provide us with valuable information to help ensure patients have the best possible experience.
How the feedback is used
Our patient and public involvement team analyse the what you tell us to see if any action is needed. They also analyse all feedback received to see if any themes or patterns emerge so we can make improvements where we need to.
Combined results for our hospitals are published on the NHS website. This allows patients to compare the hospitals and services and help to inform their choices about their care.
You can read more about the Friends and Family Test on NHS.uk.
Feedback, compliments and complaints
You can still pass your feedback, compliments or complaints to us by contacting PALS.
Royal Brompton Hospital
Phone: 020 7349 7715
Email: gstt.rbhh-pals@nhs.net
Monday to Friday, 9am to 4pm
Harefield Hospital
Phone: 01895 826 572
Email: gstt.rbhh-pals@nhs.net
Monday to Friday, 9am to 4pm