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Friends and Family Test

Listening and learning from people who use our services as well their family and carers is central to everything we do. We welcome your feedback as it gives us an opportunity to continually improve.

Please send us your comments on our services via our online form

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Friends and Family Test

The Friends and Family Test (FFT) is an important feedback tool that supports the fundamental principle that people who use NHS services should have the opportunity to provide feedback on their experience

It asks people if they would recommend the services they have used and offers a range of responses. When combined with supplementary follow-up questions, the FFT provides a mechanism to highlight both good and poor patient experience. This kind of feedback is vital in transforming NHS services and supporting patient choice.

If you have recently had experience of our services, you can take part in the Friends and Family Test for our Trust.

Friends and Family Test >>

Patient Advice Liaison Service (PALS)

The Patient Advice and Liaison Service (PALS) is available throughout the NHS, providing people with extra support and advice when using health services.

Our PALS staff can:

  • Provide you with information about our services
  • Provide you with a variety of health information and information about other organisations that can help you
  • Help with problems that you haven’t been able to sort out with staff on a ward or in a clinic
  • Inform you how to make a complaint
  • Inform you about independent organisations that can assist you with a complaint
  • Listen to your views on how we can improve our services
  • Offer opportunities for people to get involved in how they are developed
The Trust’s PALS and Complaints Team contact details

Our PALS staff work in a team with colleagues in Complaints. If you wish to complain or talk to someone because you are dissatisfied with any aspect of our services, call the PALS team and Complaints using the various methods below:

Tel: 01782 275031

Freephone: 0800 389 9676

Email: patientexperienceteam@northstaffs.nhs.uk (emails are monitored Monday to Friday, 9am to 5pm.)

Text: 07718 971 123 (please note: this text service is available Monday to Friday, 9am-5pm and is charged at your provider’s rate)

These contacts are not intended to be used for emergency purposes. Please contact the Access Team on 0300 123 0907 (option 1), your GP, your care coordinator or the emergency services if you need urgent assistance.

Write to:

FREEPOST RRS-YTLU-UBBY

North Staffordshire Combined Healthcare NHS Trust

Patient Experience Team

Harplands Hospital

Hilton Road

Stoke-on-Trent

ST4 6RR

You can print a copy of the Listening, Responding and Improving booklet by clicking on the image above.

Thank you for your feedback.