Complete guide to NHS patient experience in the UK — Friends and Family Test (FFT), patient feedback collection, complaint management, experience improvement strategies, and software.
The NHS collects 20+ million FFT responses per year. Patient experience is a CQC inspection domain and affects NHS funding through CQUIN. This guide covers FFT, feedback, and improvement strategies.
NHS Patient Feedback Tools
| Tool | Description | Frequency |
|---|---|---|
| Friends and Family Test (FFT) | Mandatory recommend question + free text | Monthly, all services |
| Patient surveys | CQC inpatient, outpatient, A&E surveys | Annual |
| Patient Advice and Liaison Service (PALS) | On-site patient support and feedback | Continuous |
| NHS complaints procedure | Formal complaint management | Continuous |
| Patient stories | Qualitative patient experience narratives | Regular board reports |
| Real-time feedback | Tablet/kiosk feedback during stay | Continuous |
| Social media monitoring | Track NHS Trust social media mentions | Continuous |
Patient Experience Improvement Areas
| Area | Key Issues | Improvement Strategy |
|---|---|---|
| Communication | Staff not explaining clearly | Communication training, AIDET, bedside whiteboards |
| Environment | Noise at night, cleanliness | Quiet hours, EVS protocols, environmental audits |
| Food | Poor quality, cold food | Protected mealtimes, menu redesign, food quality audits |
| Waiting | Long waits in A&E, outpatients | Real-time tracking, communication about delays |
| Discharge | Poor discharge planning, delays | Discharge to assess, early planning, follow-up calls |
| Dignity | Lack of privacy, not involved in decisions | Single-sex accommodation, shared decision-making |
| Information | Not enough information about condition | Patient information leaflets, NHS App, digital resources |
NHS Complaint Management
- Acknowledge: Acknowledge complaint within 3 working days
- Investigate: Investigate and respond within 40 working days (or agreed timeframe)
- Apologise: Sincere apology when things have gone wrong
- Action: Take action to prevent recurrence
- Learning: Share learning across the organisation
- Parliamentary and Health Service Ombudsman (PHSO): If unresolved, escalate to PHSO
Frequently Asked Questions
- What is the Friends and Family Test (FFT)?
- The FFT is a mandatory NHS patient feedback survey asking: 'How likely are you to recommend our service to friends and family if they needed similar care or treatment?' Patients rate from 'extremely likely' to 'extremely unlikely' and can add free-text comments. All NHS services must collect FFT monthly.
- How many FFT responses does the NHS collect?
- The NHS collects 20+ million FFT responses per year across all services. Results are published monthly on NHS England's website. The FFT 'recommend' rate (extremely likely + likely) averages 85-90% for inpatient services and 90-95% for maternity.
- How to improve NHS patient experience?
- Improve patient experience by: 1) Real-time feedback collection during stay, 2) Rapid response to negative feedback, 3) Staff communication training, 4) Environmental improvements (cleanliness, noise, food), 5) Patient information and education, 6) Discharge planning and follow-up, 7) Digital tools (NHS App, patient portal).