Friends and Family Test – FFT


About the Friends and Family Test (FFT)

The FFT is a national initiative which began in 2013, so called because patients were asked if they would recommend a hospital ward or department to friends and family if they needed similar care or treatment.

The survey name remains the same, but, following a review in 2018/19, the survey now asks the question:

“Overall, how was your experience of our service?”

You can rank your answer from ‘very good‘ to ‘very poor‘. You’ll have the opportunity to explain your score by adding comments, and you may also be asked some follow-up questions.

We read all your feedback and use it to improve our services and report on patients experience of care at Kingston Hospital. 

Your responses are free and anonymous. You will not be identified from your feedback.

How we use FFT feedback

The results of the survey are regularly shared will staff.  Positive feedback helps staff to know what makes a difference to patient care. When the feedback is less positive, the Trust knows where improvement is needed.

How to give FFT feedback

You can leave feedback for us through the website.

Please compete the feedback on our feedback page Feedback – Kingston Hospital

Respond to a text from us

If you’ve recently had an outpatients appointments, attended a daycase appointment or visited our Emergency (A&E) Department, you may have received a text on your mobile from NHSKingston. 

Patients under 70 are sent a link to a short survey by text that then opens on a smart phone web browser.  Patients over 70 receive a text containing a question, asking them about their experience to which they can respond (free of charge). 

If you are sent a text …

Responding to the text is free.  Please disregard any alerts (sent by some mobile networks) that you may be charged.  These are automated generic warnings generated by some mobile networks for all ‘short code’ numbers. 

If you want to stop receiving texts asking for feedback – reply ‘STOP’

If you’re mobile network doesn’t allow you to respond to the text.  You can phone the Patient Experience and Involvement team on 0208 934 2504 and we will pass your feedback on to the relevant department. 

You can leave feedback using one of our FFT tablets:

Every inpatient ward has an FFT ipad.  A member of staff should offer you the chance to give feedback anonymously on the ipad before you leave hospital but you can ask for the FFT ipad at any time during your stay. 

FFT in other formats

If you require the survey in another format, such as a language other than English, British Sign Language or Easy Read, please leave a message for the Patient Experience and Involvement Team on 0208 934 2504.

Our external FFT provider 

Kingston Hospital Foundation NHS Trust has asked CIVICA to contact patients on behalf of the Trust with text messages and phone calls for feedback. All contact details are encrypted before they are securely transferred and held in accordance with the Data Protection Act (1998). The details sent are:

  • Your full name (your feedback is anonymous so when Kingston Hospital receives the feedback from CIVICA, we do not know who has given the feedback)
  • Your age and gender
  • Your telephone number(s)
  • Your appointment details – time, date and location (this ensures that you are surveyed at the right time and that your feedback can be linked to the right department)

What to do if you do not wish to take part 

If you do not want to be contacted for feedback by text message or phone, please tell us in one of the following ways and we will opt you out of the service.

  • Reply ‘STOP’ if you receive a text message. 
  • Explain when you are telephoned that you do not wish to take part.
  • Leave a message with the Patient Experience and Involvement Team on 0208 934 5024 or email: KHFTfftresponse@nhs.net


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