Friends and family could be just another box-ticking exercise

Share
Related Topics

The friends-and-family test is intended to provide guidance for patients' loved ones, helping them choose the best hospital should they need an operation at a later date, for instance.

Based on the customer satisfaction survey known as the Net Promoter Score, used by companies including Apple, Virgin and British Airways, patients will use it from next April. Its detractors point out that a recommendation from a friend is no guarantee of good care. Harold Shipman, the serial murderer, was highly popular with his patients

According to national guidance from the Department of Health, patients will be asked: "How likely are you to recommend our ward/A&E department to friends and family if they needed similar care?"

The answers will be scored out of 10 ranging from "extremely likely" to extremely unlikely, with patients able to add comments. NHS Trusts with good scores will be financially rewarded.

Toby Knightley-Day, managing director of Fr3dom Health, who helped develop the test for the NHS, warned that it must be seen as more than just a score, and trusts must focus on the cultural and behavioural changes needed to drive it up.

But critics say the test will distract trusts from their main purpose and become another box-ticking exercise, adding to their bureaucratic burden.

React Now

Latest stories from i100
Have you tried new the Independent Digital Edition apps?
iJobs Job Widget
iJobs General

Recruitment Genius: Customer Service Advisor

£18000 - £22000 per annum: Recruitment Genius: This company has won the award ...

SThree: Trainee Recruitment Consultant

£18000 - £23000 per annum + OTE: SThree: SThree are a global FTSE 250 business...

SThree: Trainee Recuitment Consultant

£18000 - £23000 per annum + OTE: SThree: SThree are a global FTSE 250 business...

Recruitment Genius: Lettings and Sales Negotiator - OTE £46,000

£16000 - £46000 per annum: Recruitment Genius: This is an opportunity to join ...

Day In a Page

Read Next
 

Daily catch-up: will this be the election result? And other Questions To Which The Answer Is No

John Rentoul
David Cameron visiting a primary school last year  

The only choice in schools is between the one you want and the ones you don’t

Jane Merrick
Syrian conflict is the world's first 'climate change war', say scientists, but it won't be the last one

Climate change key in Syrian conflict

And it will trigger more war in future
How I outwitted the Gestapo

How I outwitted the Gestapo

My life as a Jew in wartime Berlin
The nation's favourite animal revealed

The nation's favourite animal revealed

Women like cuddly creatures whilst men like creepy-crawlies
Is this the way to get young people to vote?

Getting young people to vote

From #VOTESELFISH to Bite the Ballot
Poldark star Heida Reed: 'I don't think a single bodice gets ripped'

Poldark star Heida Reed

'I don't think a single bodice gets ripped'
The difference between America and Israel? There isn’t one

The difference between America and Israel? There isn’t one

Netanyahu knows he can get away with anything in America, says Robert Fisk
Families clubbing together to build their own affordable accommodation

Do It Yourself approach to securing a new house

Community land trusts marking a new trend for taking the initiative away from developers
Head of WWF UK: We didn’t send Cameron to the Arctic to see green ideas freeze

David Nussbaum: We didn’t send Cameron to the Arctic to see green ideas freeze

The head of WWF UK remains sanguine despite the Government’s failure to live up to its pledges on the environment
Author Kazuo Ishiguro on being inspired by shoot-outs and samurai

Author Kazuo Ishiguro on being inspired by shoot-outs and samurai

Set in a mythologised 5th-century Britain, ‘The Buried Giant’ is a strange beast
With money, corruption and drugs, this monk fears Buddhism in Thailand is a ‘poisoned fruit’

Money, corruption and drugs

The monk who fears Buddhism in Thailand is a ‘poisoned fruit’
America's first slavery museum established at Django Unchained plantation - 150 years after slavery outlawed

150 years after it was outlawed...

... America's first slavery museum is established in Louisiana
Kelly Clarkson: How I snubbed Simon Cowell and become a Grammy-winning superstar

Kelly Clarkson: How I snubbed Simon Cowell and become a Grammy-winning superstar

The first 'American Idol' winner on how she manages to remain her own woman – Jane Austen fascination and all
Tony Oursler on exploring our uneasy relationship with technology with his new show

You won't believe your eyes

Tony Oursler's new show explores our uneasy relationship with technology. He's one of a growing number of artists with that preoccupation
Ian Herbert: Peter Moores must go. He should never have been brought back to fail again

Moores must go. He should never have been brought back to fail again

The England coach leaves players to find solutions - which makes you wonder where he adds value, says Ian Herbert
War with Isis: Fears that the looming battle for Mosul will unleash 'a million refugees'

The battle for Mosul will unleash 'a million refugees'

Aid agencies prepare for vast exodus following planned Iraqi offensive against the Isis-held city, reports Patrick Cockburn