NEW PATIENTS:
 
NEWSLETTERS:
 
PRACTICE LEAFLETS:

WHAT IS THE FRIENDS AND FAMILY TEST?
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 10 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.

When you complete your treatment or are discharged from a service, you’ll often be invited to complete the FFT. You may leave your completed FFT in our collection box at the practice.

FILLING OUT THE FFT FORM
You will be asked to answer the question: "How likely are you to recommend our service to friends and family if they needed similar care or treatment?"

You can rank your answer from "extremely likely" to "extremely unlikely". You will also have the opportunity to explain your ranking by adding comments, and you may be asked some follow-up questions. This is important, because service providers can only make changes if they know exactly what is or isn’t working.

You can ask a member of staff how this information is used.

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 service to celebrate positive feedback, and identify opportunities to make improvements. At the moment, around 9 out of 10 patients say they would recommend the service they've used, which lets staff know that their efforts have been appreciated.

Your answer will not be traced back to you, and your details will not be passed on to anyone. A friend or a member of your family is welcome to answer the question if you are unable to. Service providers are encouraged to make the FFT accessible to all patients. This means they should be able to help patients that may need assistance, such as people with disabilities, literacy issues or mental health problems.

HOW WILL THE RESULTS BE USED?
Service providers will gather the results and analyse them rapidly to see if any action is required. The responses to the FFT question will be used to create an overall score, which will be published on this website. The comments, however, are retained by the service, to pass on to staff and managers.

Service providers are also encouraged to inform patients about comments and suggestions made and include the actions they are planning to take in response.

DOES THIS REPLACE THE NHS COMPLAINTS PROCEDURES OR OTHER FORMS OF FEEDBACK?
No, this will not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS FFT.

Everyone working for the NHS has a legal duty to keep information about you confidential.

We understand how important it is to keep your personal information safe and secure and we take this very seriously. We have taken steps to make sure your personal information is looked after in the best possible way and we review this regularly.

Please read our GDPR Privacy Policy carefully, as it contains important information about how we use the personal and healthcare information we collect on your behalf.

Website statement updated on Wednesday 3rd July 2019, next review date on Friday 3rd July 2020

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L.L. Medical Care Ltd (Agarwal And Agrawal Practice), Langthorne Health Centre, 13 Langthorne Road, Leytonstone, London, E11 4HX