Aintree University Hospital NHS Foundation Trust Where quality matters Case study: Service improvement from feedback The Friends and Family Test (FFT) improves patient experience by gathering feedback and then applying ‘You said, We did’ improvements to service. • The T rust quickly r e alis ed tha t a 9 % r espons e r a t e in A&E using only paper was not sufficient to pick up on any themes around service • Aintr ee had no c oher ent w a y t o c ollec t da ta and eff ec tiv ely r epor t on patient issues consistently raised to support improvements • Extr a admin pr es sur e w as plac ed on staff and FF T buy in w as lo w • P aper surv e y s c ould not r e ach all pa tient gr oup s and pa tients who did not feel comfortable giving feedback in the providers environment, had no othe

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