The Friends and Family Test
We are part of a nationwide initiative known as the 'Friends and Family Test' which gives us - and other NHS organisations across the country - an even greater insight into what our patients think of us.
We offer all our patients the opportunity to answer one simple question: "How likely are you to recommend our services to friends and family if they need similar care or treatment?"
You are asked to respond from a number of options from "extremely likely" to "extremely unlikely". You will also have the opportunity to tell us the main reason for the answer you give. You can find out more about the Friends and Family Test (FFT) by visiting www.nhs.uk/friendsandfamily (opens in a new window).
Responding to the Friends and Family Test
You are able to respond to the Friends and Family Test in a number of ways:
- Text message (if you would like to opt out of this service, please speak to a member of staff or reply to the message with the word 'STOP')
- Automated phone message (if you would like to opt out of this service, please speak to a member of staff)
- Feedback card
If you would like to complete the Friends and Family Test online, please click on the link below that best represents the care you received from us to complete the test:
- I attended the A&E or eye casualty department (opens in a new window)
- I attended hospital for a procedure but didn't stay overnight (day cases) (opens in a new window)
- I am/was an inpatient (staying on a ward in the hospital) (opens in a new window)
- I attended an outpatient appointment (opens in a new window)
- I used the maternity services (opens in a new window)
- I used community health services in Sutton (Sutton Health and Care) (opens in a new window)
- I used The Rosehill Clinic or Jubilee Clinic (opens in a new window)
- I used a service provided by Surrey Downs Health and Care (opens in a new window)
All ratings are independently compiled.
Before September 2014, the results of the Friends and Family Test were displayed as a net promoter score, using the proportion of patients who would strongly recommend minus those who would not recommend, or who are indifferent.
From September 2014, the Friends and Family test results are displayed as two measures:
- The percentage of patients who would recommend our wards/A&E (likely or extremely likely)
- The percentage of patients who would not recommend our wards/A&E (unlikely or extremely unlikely)
Those patients who respond ‘neither likely nor unlikely’ or ‘don’t know’ are not counted.
All NHS trusts are required to publish this data and you can see all the results on the NHS England website.
Your information and what you should know
It is important that we are able to ask you for your feedback, so that we can see how well we are performing, how patients rate our services, and what we may need to do to improve.
We take our responsibility to manage your information appropriately very seriously - you can read more about the information collected about you and the ways in which this may be used in Your information and what you should know (privacy notice).