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NHS seeks TripAdvisor style feedback

stethascopeBritain’s NHS is to open itself to feedback from users in the style of TripAdvisor.

Every NHS patient will be free to give feedback on the care they receive and to say if they would recommend their treatment to others.

The Friends and Family Test is currently in use in acute hospitals where it has been found to lead to patient care improvements.

It will be rolled out to all NHS services, including GP practices in January, later to mental health and community services. Dentists will be added in April.

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

They can choose from extremely likely, likely, neither likely nor unlikely, unlikely, extremely unlikely, or don't know.

They can then leave additional comments.

Tim Kelsey, NHS England’s National Director for Patients and Information, said: “The key aim in setting up the Friends and Family Test was for the results to be transparently published and available to inform patient decisions and choice.

He said there have been more responses already than any other feedback exercise ever undertaken, and many text comments have been put in practice to make improvements.

"By April 2015, we will have introduced the FFT to millions of patients across thousands of providers of NHS funded services including GP and dental practices, ambulance, mental health and community services, as well as outpatients.

Both he and Health Secretary Jeremy Hunt frequently underscored the concept of transparency in their comments as well as driving up standards and listening to what patients have to say.

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