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Birmingham and Solihull Mental health NHS Foundation Trust
Better Together

Service user feedback through the Friends and Family test launched

Published: 08/01/2015

As a Trust, we aim to offer the best possible experience to people who use our services. We have developed a number of systems to gain patient feedback and we are extending these further with the introduction of the NHS Friends and Family Test.

The NHS Friends and Family Test for service users has now been rolled out to all of our services.

The question we will ask you, and which you can answer now is:

Real time feedback

How likely are you to recommend our service to friends and family if they needed similar care or treatment?
Extremely likely / Likely / Neither likely nor unlikely / Unlikely / Extremely unlikely / Don't know.

You may have already been asked whether you would recommend NHS services to friends and family at a hospital before, and you will now have the opportunity to comment anonymously on our services to help us improve service user experience.

We are also very keen to know why you have given us a particular score, so it would be really helpful if you can tell us more about things we are doing right or wrong for you.

There are a variety of ways you can answer the question, such as using an electronic device with a member of staff, at a kiosk at our busier sites, online or simply by filling in a postcard which will be available at each team within the Trust. You can also download a pdf version of the postcard below.

The feedback we receive will be published by NHS England after February 2014 on a monthly basis and we will also seek to use the comments you make and the ratings you give us to swiftly improve our services and ensure they meet your needs better.

You can find out more by visiting our service user and carer experience pages or by downloading our friends and family test information leaflet below.