What is the NHS Friends and Family Test?
We want to ensure that you have the best experience of care provided by Oaklands Surgery. The Friends and Family Test is a way of gathering your feedback about your experience of the care you received at Oaklands Surgery and therefore helping us to drive improvements to the services we provide.
Whenever you receive care as a patient at Oaklands Surgery, you will have the opportunity to give your feedback by answering one simple question about your experience. You will also have the opportunity to provide additional feedback if you wish to.
Click here to view a short, animated film (British Sign Language) which explains what the Friends and Family Test is and why it is being introduced across all NHS Healthcare Services.
How will it work?
After you have received treatment and care from Oaklands Surgery, we would like to ask you the following question:
“How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?”
You will be invited to respond to the question by choosing one of six options, ranging from ‘extremely likely’ to ‘extremely unlikely’. It is really important to us that you tell us why you gave your answer, so please also answer the follow-up question.
You can answer the questions by completing a postcard questionnaire and posting it in to our feedback postbox located in our Patient Waiting Area or by completing and submitting the same online questionnaire available here on our website under Have Your Say, Friend and Family Test.
Your answers will not be traced back to you and your details will not be passed on to anyone, so please tell us what you think. A member of your family or a friend is welcome to help you give your feedback if you are unable to do so.
Do you have to respond to the question?
You do not have to respond to the question but if you do, your feedback will provide valuable information to help us to ensure that our patients have the best possible experience of care.
How will the results be used?
We will gather the results and analyse them quickly to see if any action is required. We will also publish the results in our Patient Waiting Area and on our practice website.
Does this replace the existing compliments or complaints procedure?
No, you can still pass your compliments or complaints to our practice in the normal way and we will continue to use existing ways of gathering feedback, in addition to the Friends and Family Test.
Where can you get more information?
For more information on the Friends and Family Test, please visit www.nhs.uk/friendsandfamily