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.
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.
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
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
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.