West Midlands Ambulance Service NHS Foundation Trust


Friends and Family Test

The NHS Friends and Family Test (FFT)

Would you recommend this service to friends and family?

The NHS friends and family test (FFT) is an important opportunity for you to provide feedback on the care and treatment you receive and to improve services.

It will enable the Trust to ask patients how likely are you to recommend our service to friends and family if they needed similar care or treatment?

This question will initially be asked of patients that have:

  • Dialled 999 and a Clinician has attended the incident location but following assessment the patient has not been conveyed to hospital.
  • Patients that have used West Midlands Ambulance Service Non-Emergency Patient Transport Service to attend Hospital appointments.

These patients are able to give quick feedback on the quality of the care they receive, giving West Midlands Ambulance Service a better understanding of the needs of their patients and enabling improvements.

How does it work?

You will be asked to answer the following question: “How likely are you to recommend our service 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”.

You will also have the opportunity to explain why you have given your answer, so please answer any follow-up questions.

You may be asked to answer the question by returning a postcard, by phone or on a website.

 Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information for the Ambulance Service to celebrate good practice, and identify opportunities to make improvements.

If you feel that you should have been given the opportunity to respond but did not receive the question, please contact the Patient Experience Team.

How will the results be used?

The Patient Experience Team will gather the results and analyse them rapidly to see if any action is required. They will be reviewed at the Trusts Learning Review Meeting.