Friends and Family Test
A key priority for Lancashire Care is to listen to feedback from people who use our services, their carers and families to inform continuous quality improvements. One of the ways we will be collecting feedback from people who use our services will be through the national Friends and Family Test (FFT).
The FFT asks the following question: “How likely are you to recommend our service to friends and family if they needed similar care or treatment?” There is a scale of response options, ranging from “extremely likely” to “extremely unlikely”, with an opportunity to comment further on the care received.
The FFT provides an opportunity to feedback on the care and treatment received. Seeking and acting on feedback is key to improving the quality of our healthcare services by placing people who use our services at the centre of what we do.
Completion of the FFT will take place at agreed collection points; this may be on discharge, at a point in the care pathway, at CPA review or quarterly.
The Trust however, welcomes your feedback at any time and the FFT is not designed to replace existing feedback methods with people who use our services, their family and carer’s who will still be able to pass on their compliments and complaints in the normal way.
The information provided will, however, give us an invaluable insight about your thoughts and feelings in relation to the care and treatment you have received, which, along with other existing ways of gathering feedback, will help us to improve the services that we provide. This will in turn allow Clinical teams to feedback to people who use our services the results and outcomes of the FFT in a “you said… we did format”.