The ‘Friends and Family Test’ is here to stay

Tim Benson, founder of Routine Health Outcomes has written an interesting article on E-Health Insider regarding the use of the ‘Friends and Family Test’ within the NHS.

Tim argues that the test, first developed by Fred Reichheld at Bain and Co and developed by the Department of Health in 2012 to apply to the health sector, is a key step in the NHS becoming more ‘patient-centric’. He also outlines the importance of appropriately framing the core question of ‘would you recommend ‘x’ to your friends and family’, good quality follow up questions, and the system by which you ask patients to respond, in ensuring that data is useful.

To read the full article, click here.

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