Feedback, compliments and complaints

We are always pleased to hear what you think about our services. Sharing your views and experiences can help us to make improvements.

Friends and Family icon imageTell us, we’re listening!

We are committed to providing the best possible experience for our patients. Your feedback is a really important way of helping us to achieve this.

The friends and family test

The NHS friends and family test (FFT) helps us understand whether you are happy with our service or if we need to change something to improve the quality of service you get. It is a simple and anonymous way to tell us what you think of the care or treatment you received in the NHS.

The FFT was launched in 2013 and is available across most NHS services. If you have received care from one of our services recently, the FFT will ask you whether you would recommend our services to your friends and family.

You may complete an online version of the FFT here and tell us what you think.

You can also complete a paper version of the survey at home or at one of our sites/services and send it back to us by post - ask a member of staff for a copy. You can also print a copy of the survey, which is available in different formats and languages, here

British Sign Language (BSL) friendly FFT animated film

Below is a BSL friendly video explaining the friends and family test:

Mental Health FFT animated film

Below is a mental health services friendly video explaining the friends and family test:

The FFT is not a replacement for other forms of feedback. There are other ways of making a complaint. Find out more here.

What patients said in September 2016

In September 2016 1259 patients responded to the question about how likely they would be to recommend the service they had received to friends and family. In response:

  • 804 said 'extremely likely'
  • 291 said 'likely'
  • 45 said 'neither likely nor unlikely'
  • 31 said 'unlikely'
  • 31 said 'extremely unlikely'
  • 57 said 'don't know'

Find out what patients said in previous months 

Compliments

Like most people, we like to know if we are doing a good job. By telling us, it encourages staff and helps to build confidence in the quality of our care. If you have received good treatment or service and would like to thank the staff involved, please let us know by contacting the Patient Support Service. They will ensure that your compliments are passed on to the service or individual concerned as quickly as possible.

Complaints and concerns

If you think we've made a mistake, please help us to improve by giving us your views. Please speak to your healthcare professional in the first instance: contact telephone numbers are given on each service page.
Find ward, clinic and team contact details

If this does not resolve your problem and you would like to make a complaint, please contact the Patient Support Service, who will be able to help.