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Your feedback matters: How did we do today?

A patient receiving treatment at our Urgent Care Centre

What is the Friends and Family Test?

We want our patients to have the best possible experience of our care. The Friends and Family Test is a way of gathering your feedback so we can learn about your experiences of our services and make improvements wherever possible.

Leave your feedback online

Our patients are now also able to let us know about their experience of our services, staff and care by completing our short Friends and Family Test survey:

Children and young people
Adults

Comment cards

Patients who receive treatment or care from our services will be asked to tell us about their experiences of using our services by completing a short comment card upon being discharged.

Help us improve our services

Your feedback helps us to understand any areas where we could do better and to make improvements wherever possible. The results also provide a way for patients and public to easily compare NHS hospitals so that you know where you and your family get the best possible care.

Friends and Family Test: Our scores

Number of patient responses for September 2017:  1167

% of patients recommending the trust:

  •  95.3%

% of patients not recommending the trust:
  •  1.1% 

Download detailed monthly service data for our Friends and Family Test in 2017 here.

Download all of Friends & Family Test data for 2015 here.

 

Community inpatient services:

Month

Responses

% rec

% not rec

January

20 95% 5%

February

16 100% 0%

March

13 76.9% 15.4%
 April
10 100% 0% 

 May 17 94.1%  5.9%

June

12

91.7%

0%

 July 30  100% 0% 

 August 13 84.6%  7.7% 

 September

 15 100% 0%
 October

14 100% 0% 
 November

19 100% 0% 
 December 10 90%  0% 

 
Community nursing services:

Month

 Responses

% rec

% not rec

January

98 98% 1%

February

71 94% 0%

March

22 100%  0% 
 April 12 75%  8.3% 

 May 100%  0%
 

June

438 85.2% 4.1%
 July 77.8%  0% 

 August 49  100%  0%

 September

17  100%  0% 
 October

37  97.3% 2.7%
 November

16  93.8%  6.3% 
 December
23 95.7%  4.3%

                             


Rehabilitation and therapy services:

Month

 Responses    

% rec

% not rec

January

1 100% 0%

February

5 100% 0%

March

100%  0%
 April 15 93.3%  6.7% 

 May 144 98.6% 0.7% 

June

136 98.5% 0%
July 158  98.1%  1.3%
 
 August 283 97.5%  0.4%

 September

132  97%  0% 
 October

167  95.8%  2.4% 
 November

95  97.9%  0% 
 December 119  97.5%  0%

 
Specialist services:

Month

 Responses 

% rec

% not rec

January

7 57.1% 14.3%

February

5 100% 0%

March

100%  0% 
April  83  96.4%  3.6%

May  95  88.4%  1.1%
 

June

27 88.9% 0%
July 43  100%  4.7% 

 August 80  98.8% 1.3% 

 September

78  97.4%  0% 
 October

110  97.3%  0.9% 
 November

200  96.5%  0% 
 December 31  100%  0%

 
Children and family services:

Month

 Responses 

% rec

% not rec

January

162 96.3% 1.2%

February

173 96% 1%

March

126 96.8%  0.8% 
 April 93  92.5%  3.2%

 May 119  94.1%  1.7%
 

June

176 95.5% 1.7%
 July 16  100%  0%

 August 28 82.1%  7.1% 

 September

71  95.8%  1.4% 
 October

59  100%  0% 
 November

205  98.5%  3.2%
 December 112  97.3%  0% 

                             

 
Community healthcare (other):

Month

Responses

% rec

% not rec

January

205 95.6% 2%

February

308 94% 3%

March

471 94.7%  3.2% 
 April 450  93.8%  3.8%

 May 360  93.9%

3.6%

June

318 90.9% 5.7%
 July 404  95.8% 3.2% 

 August 494  93.3%  3.8% 

 September

487  94.5%  4.1% 
 October

408  97.8%  1.5% 
 November

742  95.3%  2.3%
 December 553  95.1%  3.3% 

                             

Walk-in Centre at Teddington Memorial Hospital:

Month

FFT Score

Total Responses

 January

 83 

29 

 February

 89

36 

 March

 70

37 

April

74

39

May

93

41

June

73

157

July

72

138

August

52

54

September

52

109

October

67

400

November

86

172

December

74

124

Pamela Bryant Ward

Month

FFT Score

Total Responses

 January

67 

 3

 February

89 

 9

 March

20 

 5

April

86

  7 

May

33 

June

-9

 11

July

100

4

August

62.5

8

September

 50

 8

October

 50

 18

November

71

17

December

0

6

Hounslow Urgent Care Centre at West Middlesex Hospital:

Month

FFT Score

Total Responses

January 

 44

25

 February

  26 

19 

 March

 36

148 

April

34

169

May

69

48

June

21

19

July

58

88

August

55

11

September

72

82

October

60

156

November

65

160

December

73

100

Grace Anderson ward

Month

FFT Score

Total Responses

 January

100 

 February

100

 March

70

10 

April

100 

May

 0

June

 25

 4

July

50

2

August

71

7

September

 44

 9

October

 80

 10

November

50

6

December

40

5

Walk-in Centre at Teddington Memorial Hospital:

Month

FFT Score

Total Responses

August

66

115

September

42

27

October

74

35

November

47

19

December

51

68

Pamela Bryant Ward

Month

FFT Score

Total Responses

April

63

8

May

63

8

June

33

9

July

38

8

August

100

1

September

100

3

October

29

14

November

33

3

December

80

5

Hounslow Urgent Care Centre at West Middlesex Hospital:

Month

FFT Score

Total Responses

August

45

106

September

62

68

October

49

133

November

33

126

December

41

155

Grace Anderson Ward

Month

FFT Score

Total Responses

April

100

1

May

67

3

June

88

6

July

100

5

August

83

6

September

89

9

 October

 83

 6

 November

 33

 3

 December

 67

 6

The Friends and Family question explained:

Patients are asked a simple question:  

‘How likely are you to recommend our ward to friends and family if they needed similar care or treatment?’ 

A scale of response options, ranging from ‘extremely likely’ to ‘extremely unlikely’ is offered to patients, alongside follow up questions.  A score is then calculated for each of the services, based on the feedback provided by patients.