Friends and Family Test

What is the Friends and Family Test?

The Friends and Family Test is a way of gathering your feedback about your experience of our services and helps us to improvement services.

When you use our service we give you the opportunity to answer a simple question about your experience.

The results provide you, our patients, with useful information that will help you know how we compare with others and help us to make improvements and celebrate successes.

To complete the friends and family test, please click on either of the links below: 

Patient Transport Service

Emergency Ambulance (patients we have seen but did not take to hospital)

What do the North East Ambulance Service have to collect?

NHS England has set a mandatory duty for us to collect this data for certain service areas including:

  • Patient Transport Service patients
  • Patients we treat and do not convey to hospital

 We also collect Friends and Family Test data from all patients via out online survey and a postal survey

How does it work?

The question is quick and easy to answer.  You will be asked to answer the following question:

"How likely are you to recommend our service to friends and family if they needed similar care or treatment?"

The question will have multiple choice options ranging from 'extremely likely' to 'extremely unlikely'. 

You will also have the opportunity to explain why you gave a particular score, so we can get more details about your answer and experience.

Your answer will not be traced back to you, and your details will not be passed on to anyone, so please tell us exactly what you think.

A member of your family or a friend is welcome to help you give your feedback to the question if you are unable to.

Do you have to respond to the question?

You do not have to respond to the question. But if you do, your feedback will provide valuable information to help ensure patients have the best possible experience.

We want to hear from you whether your feedback is positive, negative or indifferent.

Please click here to take part.

How will the results be used?

Responses will be gathered and analysed by us to see if any action is required.

Where will the results be published?

The results will be published on the NHS Choices website and also on the NHS England website where you will be able to compare results

Does this replace the existing compliments or complaints procedure, or other forms of feedback used by the hospital?

No, you can still pass your compliments or complaints to us in the normal way. 

Where can I get more information?

For more information on the Friends and Family Test, please visit www.nhs.uk/friendsandfamily.

If you do have any concerns and would like to discuss issues with a member of our Engagement Team, please telephone: 0191 430 2000 or email: publicrelations@neas.nhs.uk, or fax 0191 430 2086.

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