Royal Free London NHS Foundation Trust

Royal Free London NHS Foundation Trust

Royal Free London NHS Foundation Trust

The Royal Free London NHS Foundation Trust is experiencing outstanding response rates of around 45% by using Chronos to carry out the NHS Friends and Family Test. Using Chronos agent calls to gather responses has led to the Trust achieving one of the highest A&E response rates in the first and second official publications of results, more than double the rate of most other Trusts.

The Background

The NHS Friends and Family Test allows patients to provide feedback on their experience of a ward or department by asking would they recommend that ward or department to friends or family if they needed similar care or treatment. Conducting the Friends and Family Test became a contractual requirement for all providers of NHS funded acute inpatient services and A&E departments from April 2013. It aims to improve patient care by tracking performance over time and identifying strengths and weaknesses within hospitals as well as highlighting the best performing Trusts in England.


"Using Chronos agents for the Friends & Family Test, we have been able to achieve fantastic response rates in the region of 45-50%, when before we weren’t even reaching 10%, which meant we would have lost out on our CQUINs payment.”

Diana Muggleston - Head of Patient Experience, Royal Free London NHS Foundation Trust

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