The Following 5 Graphs show the Results from the Trust’s Bespoke
Patient, Carer, Visitor Satisfaction Survey, Impressions:
2013/2014 Quarter 2
The Friends & Family Test:
The Friends and Family Test (FFT) is currently asked of all In-Patients, aged 16 and over, who have stayed in hospital for at least 24
hours and all A&E attendees, aged 16 and over.
The FFT is a Net Promoter Score Question. This is how the Trust works out it FFT/NPS score on a monthly basis:
The response categories to the FFT question are the same for In-Patients and A&E Attendees. The response categories are:
Extremely Likely / Likely / Neither Likely nor Unlikely / Unlikely / Extremely Unlikely / Don’t know
Respondents who select Extremely Likely are classed as promoters of the Trust
Respondents who select Likely are classed as passives of the Trust
Respondents who select Neither Likely nor Unlikely, Unlikely and Extremely Unlikely are classed as detractors of the Trust
Don’t knows are not included when working out the score.
The FFT score each month is worked out by the number of promoters are subtracted from the number of detractors, divided by the
total number of responses (excluding the don’t knows).
General Impressions:
The Trust collects feedback from its patients, carers and visitors for Impressions from paper questionnaires, friends and family test
postcards and on line via the Trust’s website and a QR code; the QR code is included on posters etc displayed around the Trust. All
the written comments given by respondents via these methods are sent on a daily basis to the Trust’s Executive Team, Clinical
Directors, Clinical Leads, Modern Matrons, Ward Managers and General Managers.
For Further Information:
Please contact Julia Flay, Patient Involvement Facilitator: E: [email protected] T: 024 7696 5186
Graph 1/5
Patient, Carer, Visitor satisfaction levels with the Trust: July, August, September 2013 (Quarter 2)
Key:
Green bar represents respondents who said they had a mainly good experience
Red bar represents respondents who said they had a mainly bad experience
Source: Impressions
Graph 2/5
Patient levels of satisfaction with service areas: July, August, September 2013 (Quarter 2)
Key:
Green bar represents respondents who said they had a mainly good experience
Red bar represents respondents who said they had a mainly bad experience
Source: Impressions
Graph 3/5
Patient levels of satisfaction with service areas Friends & Family Test Promoter Responses:
July, August, September 2013 (Quarter 2)
Key:
Green bar represents respondents who said they had a mainly good experience
Red bar represents respondents who said they had a mainly bad experience
Source: Impressions
Graph 4/5
Patient levels of satisfaction with service areas Friends & Family Test Passive Responses:
July, August, September 2013 (Quarter 2)
Key:
Green bar represents respondents who said they had a mainly good experience
Red bar represents respondents who said they had a mainly bad experience
Source: Impressions
Graph 5/5
Patient levels of satisfaction with service areas Friends & Family Test Detractor Responses:
July, August, September 2013 (Quarter 2)
Key:
Green bar represents respondents who said they had a mainly good experience
Red bar represents respondents who said they had a mainly bad experience
Source: Impressions