The Friends and Family Test
At Mid Cheshire Hospitals NHS Foundation Trust we want to ensure that you have the best possible experience. Your feedback is extremely valuable as it tells us how we are doing and helps us to improve our services. Your feedback is anonymous.
How do I leave my feedback?
After your appointment or discharge you may receive a text or an interactive voice message (IVM) asking, ‘Overall how was your experience of our service?’ You can rate your answer from "very good" to "very poor" and you will have the opportunity to explain your score by adding comments.
If you receive a text message, it will be from the number 80870. This message is genuine and safe to open. All replies sent to this number are free of charge.
Our text and IVM service is provided by Healthcare Communications. All contact details are encrypted before they are securely transferred to Healthcare Communications, and they are held in accordance with the Data Protection Act (1998).
There are various other ways you can leave your feedback:
Online
You can leave your feedback here
QR code
Using your camera on your smart phone or electronic device, you can scan the QR code on our Friends and Family Test posters, leaflets or feedback cards which are displayed throughout the Trust and in community settings.
Feedback cards
You may be offered a card from a member of staff asking you to share your feedback with us. There are numerous Friends and Family Test post boxes situated in the Trust, where you can post your feedback. Please ask a member of staff if you would like a card or if you are unsure where to post your feedback.
Do I have to respond to the Friends and Family Test?
No, no your answer is voluntary and you do not have to take part.
If you do not wish to take part, you can simply reply ‘STOP’ when you receive the text message. If you receive an interactive voice message, say 'STOP' when prompted on the call.
If you do not want to be contacted for the Friends and Family Test, then please inform a member of staff and we will ensure you are not contacted.
If you feel that you should have been given the opportunity to respond but did not receive the survey, please contact the Patient and Public Involvement (PPI) team by emailing PPI.Team@mcht.nhs.uk
How will my feedback be shared?
Reports are automatically emailed each month to wards and departments to share feedback with staff and display in patient waiting areas. Also, staff who are positively named in a comment receive a ‘well done’ certificate, along with the comment.
All patient comments are reviewed by the PPI team and any negative feedback is shared with the relevant department or team for review and action(s).
Each month the Trust’s submits its Friends and Family data (rating only) to NHS England and NHS Improvement and is accessible at https://www.england.nhs.uk/fft/friends-and-family-test-data/
For more information about the Friends and Family Test, please contact the PPI team by emailing ppi.team@mcht.nhs.uk or visit: www.nhs.uk/friendsandfamily
