The Staff Friends and Family Test

Hospital staff

The NHS Staff Friends and Family Test (Staff FFT) is a mechanism for assessing staff opinion on their overall experience at work and their views on standards of care. The Staff FFT is based on models developed in other industries (such as retail) and also on the Patient Friends and Family Test which has been running since 2011. 

The question

The Staff FFT has a single question which acts as an overall barometer of staff experience and views on quality. It does this by asking if staff would recommend their organisation as a place to work or to be treated. This willingness to recommend is sometimes termed as an advocate score, as staff that are willing to recommend are said to be advocates for the organisation. 

The results

The Staff FFT builds on an existing question in the NHS Staff Survey which has been included since 2011. This question forms part of the staff engagement score and is also seen as important indicator of staff confidence in the quality of care. There is evidence from analysis of the staff survey that links high scores on staff recommendation of the organisation as a place to work with patient satisfaction. 

The NHS has averaged a six out of ten recommendation score on this measure and this has been continued in the Staff FFT. There is however, a wide variation in performance on this measure and in a minority of cases there are negative scores which are a cause for concern.

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