North Cumbria – Friends and Family
From April 2013, every NHS hospital will be required to ask patients on our wards or in A&E whether they would
want a friend or relative to be treated there if they needed similar care or treatment. Patients will be asked to
consider their answer from a choice ranging from extremely likely to recommend to extremely unlikely. Patients who
are extremely likely to recommend are considered to be ‘promoters’ – people who having had a very positive
experience are very loyal enthusiasts who will keep returning to the Trust and refer others. ‘Detractors’ are the
opposite - those who say they are unlikely or extremely unlikely to recommend – those that don’t feel strongly
either way (neither likely nor unlikely to recommend are also included in the detractors group.
The friends and family score is then calculated by the % promoters - % of detractors. It is possible to end up with a
negative score if your service has more detractors than promoters. The score can range anyway between -100 and
100.
2 minutes of your time Friends and Family – March - June 2013
To meet national requirements and guidance, we are inviting inpatients to complete a ‘2 minutes of your time’ postcard which
they return to us, sealed in an envelope, on their day of discharge. The scores for the last three months are shown below. The
total friends and family score for inpatient care is +54.83%.
Likely
87
Neither
likely nor
unlikely
14
123
65
June 2013
159
Total 2013
466
FFT 2mins
DH Returns
April 2013
Extremely
likely
184
May 2013
Total
297
Friends &
family
score %
54.88%
No of
eligible
patients
1914
Response
rate
15.52%
4
210
50.00%
1896
11.08%
1
2
248
58.87%
1900
13.05%
4
11
755
54.83%
5710
13.22%
Unlikely
5
Extremely
Unlikely
2
Don't
Know
5
12
5
1
74
8
4
226
34
14
Friends and Family Scores A&E Tokens by site for April - June 2013
In A&E we have boxes attached to the wall and patients, who are given a token by reception staff, are asked to post this into the
response box that corresponds with how likely they are to recommend us. Scores for the April – June are shown below. The
average friends and family score for these months is + 44.43 %
Unlikely
24
Extremely
Unlikely
49
Don't
Know
21
Total
913
Friends
and
family
score %
47.86%
66
19
23
7
1040
49.13%
2188
47.53%
244
95
23
25
11
829
34.74%
2750
30.15%
747
217
66
97
39
2782
44.43%
7568
36.76%
A&E DH
Returns
April 2013
Extremely
likely
566
Likely
197
Neither
likely nor
unlikely
56
May 2013
619
306
June 2013
431
Total 2013
1616
No of
eligible
patients
2630
Response
rate
34.71%
If you would like any further information about the Trust’s performance or how the
scores are calculated, please don’t hesitate to contact me : annie.laverty@nhct.nhs.uk