Friends and Family Test

Our text and telephone feedback service is provided by Healthcare Communications. All contact details are encrypted before they are securely transferred to Healthcare Communications, and they are held in accordance with the Data Protection Act (1998).

If you have given us your mobile number, you could receive a text message from 80870 following your appointment or stay on one of our wards, asking for your feedback. All text messages sent to 80870 are free of charge.

We may also contact you for feedback if you provided a landline number. You’ll be contacted via an interactive voice message service, which will record your feedback.

You can opt out of receiving these messages by replying STOP to the 80870 message or by emailing pcn-tr.patientfeedbackteam@nhs.net.

Ask a member of staff for a postcard version of the Friends and Family Test questionnaire.

QR codes are displayed in some areas - just scan the code and it will take you directly to the Friends and Family Test.

In June 2024, 911, people completed the national Friends and Family Test (FFT).

Of those people, 853 (94%) rated their overall experience as either very good or good, 19 (2%) people rated their overall experience as either poor or very poor, and a further 39 people (4%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• Honestly, I can’t thank staff enough for everything, you really have saved my life, thank you for making me feel safe, heard, and looked after. Bury North Ward
• It was good that somebody listened to me and I could speak about how I was actually feeling. The sessions were really good. Stockport CAMHS
• You were very patient and explained things thoroughly. HMR Memory Assessment Service
• The activity was about reflecting on our recovery journey and the steps that can help us move towards recovery. I identified several things that I found helpful and the staff at Woodbank are very helpful, the groups and activities are great. Thank you for being a part of my recovery journey. Woodbank Unit Stockport
• I honestly cant thank the team enough. I was never made to feel like anything was too much trouble for them. They went above and beyond to support me through a difficult time. Bury Home Treatment Team
• Welcoming staff, punctual appointments, constructive sessions, felt I was listened to without judgement, useful weekly homework Oldham Talking Therapies
• I felt listened too, not judged, and stronger to deal with issues I had at the time Greater Manchester Resilience Hub
• You were very patient and explained things thoroughly. MR Memory Assessment Service
• Excellent service. Not only took into account the needs of the patient, but also those of the extended family. Assessed needs appropriately and timely, then monitored outcome of chosen treatment. Very supportive and willing to listen. Managed the patient calmly but firmly- Stockport Older Peoples CMHT 1
• D helped me enormously, looking after all and talking to the doctor and helping me with my parking ticket she was a great help. HMR Community Learning Disability Team

In May 2024, 1074, people completed the national Friends and Family Test (FFT).

Of those people, 992 (92%) rated their overall experience as either very good or good, 27 3%) people rated their overall experience as either poor or very poor, and a further 55 people (5%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• The help received from CAMHS has been life changing for my son. The staff have been friendly, encouraging and very helpful putting my son's needs as A priority to encourage a good relationship where he felt at ease to confide in them and move in the right direction. He has made astounding progress with their input. I'm truly grateful to have been offered the help from CAMHS and its lovely team. HMR CAMHS
• I think the whole process was good and I truly benefitted from it. I had a caring practitioner who guided me through the process and was supportive and understanding. This has changed my life! Stockport Talking Therapies
• I am happy with the service. They are so understanding of my experience and the team has been able to give me guidance which I follow, and it makes me better. Stockport CMHT West
• We felt that we received information and encouragement in a caring and compassionate way, like having a friend to support us. HMR Memory Assessment
• Good handouts making me think about my relationship with alcohol and the perseverance of your representative in the hospital ward. Bury Alcohol Liaison Service
• Gave support when we needed help with mum showed compassion and empathy, without your support my sister and I would have found caring for mum more challenging than it already was, cannot think of improvement just grateful for all the help the team gave us and the kindness shown to our mum. Tameside Home Intervention Team
• Very kind and understanding, non-judgmental and supportive. Thank you very much Oldham Home Treatment Team
• Always happy about everything and the staff are very polite and honest. Cambeck Close Short Break Service

In April 2024, 1408, people completed the national Friends and Family Test (FFT).

Of those people, 1259 (90%) rated their overall experience as either very good or good, 33 (2%) people rated their overall experience as either poor or very poor, and a further 116 people (8%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• “I have had several episodes of therapy in the past and out of all of them this one has been the most beneficial in helping me to change. The flexibility of the times offered, and the way my therapist has explained this and the way we have worked to get better has been very beneficial. Stockport Talking Therapies
• “Excellent service, very professional and helpful. My son benefited from speaking to the team. It was a lifeline for him and me, thank you.” Bury Home Treatment Team  
• “Regular staff go above and beyond to make you feel safe and cared for whilst on the ward. They take the time to get to know you and are always willing to take the time to listen to you, even when the ward is very busy.” Tameside Taylor Ward
• “I just want you all to know, that for the short time that you have been supporting A. I feel she has really benefited from the service; she has been quite happy to have seen everyone and I think has interacted with each person. Thank you very much for all you have done for us..” CAMHS Home Treatment Team
• “Great to have the support in school, but also to have the ability for out parents to discuss and find out more about the support on offer.” HMR CAMHS MHST
• “D has been amazing supporting me. She is incredibly welcoming and always made me feel even a little bit better after our phone calls. I appreciate everything she has done for me.. “Greater Manchester Resilience Hub
• “Friendly receptionist, calm environment, consultant was patient and understanding.”. Oldham Cherrywood Clinic  
• “The care and support I have received has been outstanding. I wish to thank the entire department and internal and external for the ongoing collaboration in providing exceptional patient care.” HMR Moorside Ward
• “Accessing a service like memory clinic is a very worrying, concerning experience, but we have been treated with care, respect and honestly throughout, thank you. Tameside Memory Service  

In February 2024, 1002, people completed the national Friends and Family Test (FFT).

Of those people, 958 (96%) rated their overall experience as either very good or good, 13 (1%) people rated their overall experience as either poor or very poor, and a further 31 people (3%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• “J has been a wonderful part for our family. I cannot say that enough. She has helped us do a very traumatic time and made everything much easier, I wish we could keep her forever. Stockport Community Learning Disability Team
• “From walking into the ward my mum was made welcome, and my sister was given reassurance at all times. The staff are very caring, compassionate people and have treated my mum with dignity and respect at all times. I cannot express how much I feel about the care of my mum, shame she cannot stay here forever.” Rosewood Ward - Stockport
• “All staff are very welcoming and friendly and always treat people as individuals and very much like a family. They are dedicated to young people and the ward.” Hope Unit, Bury
• “The team have always been there for me. They work for me in a really professional way and have always been kind and thoughtful to the best of their ability”. Tameside Home Intervention Team
• “The therapist spoke to E Day before the appointment which really helped as E was very worried. The therapist was really pleasant and understanding.” Rochdale Memory Assessment Service.
• “The service was person centred and incredibly well joined up the amount of time I had to wait between my GP referral and 1st appointment was the shortest waiting time I've ever experienced via the NHS. The holistic approach of the clinic was so helpful when I was too ill to chase everything up myself”. Post COVID psychological medicine service
• “Always so helpful and extremely kind. Wouldn't know how my life would be without care from here.”. Orchard House, Oldham
• “I feel so much better about myself. My anxiety has relaxed, and I now know how to cope.” Tameside and Glossop CAMHS mental health support team
• “I have had the best experience with my amazing therapist. She has helped me more than she will ever know. Thank you M I will be forever grateful for your help and support. The appointments worked around me and were easy to attend.”. NHS Bury Talking Therapies

Here are some of the comments people left about their care and treatment:

In January 2024, 1003 people completed the national Friends and Family Test (FFT).

Of those people, 919 (92%) rated their overall experience as either very good or good, 26 (2%) people rated their overall experience as either poor or very poor, and a further 58 people (6%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• “All staff knowledgeable, attentive, and friendly/approachable. This service has saved my sanity. A diagnosis will now give me the ability to navigate this strange world we live in and live out the rest of my life with an understanding of my place in it. I can't thank you all enough. You are all wonderful.” - Tameside Adult Autism Service
• “The staff on Moorside are compassionate about their jobs. They have time to listen, advice and guide and their kind-hearted and will go out of their way to listen.” - Moorside Ward, Rochdale
• “The sessions are a huge support and parade an important continuity, a feeling of connection and an invaluable tool in the struggle with compromised mental health.” - Stockport Talking Therapies
• “The sessions were very relaxed and informal which was helpful for calming down any anxiety around the appointment. Even when the sessions became more difficult and dived a bit deeper, they were still done in a way that was a comfortable and safe environment”. - Oldham CAMHS
• “Everyone has been kind, thoughtful and caring. I have felt like a person rather than a number and the team have been reassuring on the couple of occasions I have had traffic problems and it hasn't affected my treatment. The calm and caring way in which the service is delivered is what I liked most about the service” - Pennine Care TMS Service.
• “Very quick response from initial referral. I felt listened too and acknowledge. I felt my feelings and thoughts were validated. And I was guided to put boundaries in place. I was also supported to feel I wasn’t acting inappropriately with my anxiety”. - Greater Manchester Resilience Hub
• “Staff are fantastic, they do a great job caring, welcoming and supportive of my daughter” - Hope Unit, Bury
• “I have enjoyed making worry stones and I have learnt to believe in myself and tell my brain bully to stop saying silly things about me. I have also enjoyed speaking about my worries and how to overcome them. You listened to me all the time, very well.” - Stockport CAMHS mental health support team
• “I can't thank the doctors enough for making me feel accepted and understood. I don't feel alone anymore”. - Bury outpatients department

In December 2023, 1077 people completed the national Friends and Family Test (FFT).

Of those people, 983 (91%) rated their overall experience as either very good or good, 31 (3%) people rated their overall experience as either poor or very poor, and a further 63 people (6%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• "Everything and everyone on the ward are all totally amazing. I've never appreciated how hard they all work and how fortunate we are to have the male and female units, here in Rochdale. Thank-you" - Moorside Ward, Rochdale
• "We felt very listened to and able to discuss whatever we needed to without feeling rushed. We also felt as if any concerns we had were taken seriously and would be explored thank you!" - Stockport early intervention team
• "Staff are fabulous, compassionate, understanding and helpful. I've only been at Orchard House 4 weeks, but they have made a great difference to my mental health." -Orchard House, Oldham
• "Good punctual service that was clearly explained step by step. Reminders about appointments and understanding when needing to cancel or rearrange. J was easy to listen to, a good calming voice. Understanding of my needs." Greater Manchester Resilience Hub
• "It has been absolutely brilliant, and you enabled me to get back into my job with long covid. I have really enjoyed the sessions. I cannot you enough xx I think being able to attend online is fantastic and it fitted with me. There is no need to change." Post Covid Service
• "All staff have and are very caring and supportive. They always make time for me." - North Ward, Bury
• "Everyone we dealt with was great. We received a holistic treatment package - not just focusing on E but the wider family which was helpful." - CAMHS Home Treatment Team
• "C was really helpful in giving us a wider range of information links. C is polite professional and a very caring person who was genuinely concerned about who she deals with. Thank you." Tameside and Glossop community learning disability team
• "There to help in hour of need when my daughter was in crisis." - Greater Manchester children and young people's rapid response team north

We previously made the monthly friends and family test results available in a report format. Click the links below to download results from each month:

• November 2023
• October 2023
• September 2023
• August 2023
• July 2023
• June 2023
• May 2023
• April 2023

Between April 2022 and March 2023 (our financial year), 8009 people completed the national Friends and Family Test (FFT).

Of those people, 7375 (92%) rated their overall experience as either very good or good, 199 (2%) people rated their overall experience as either poor or very poor, and a further 435 people (5%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• "Someone welcomed us as we arrived. Appt on time easy clear instructions during interviews for both of us even though my husband's memory was struggling. Made to feel at ease through interviews." - Heywood, Middleton and Rochdale memory service
• "My treatment has helped me to deal with my trauma and gave me coping strategies." - Stockport talking therapies
• "Friendly and helpful staff. Felt at ease during the meeting everything was explained fully. The waiting room was welcoming not like some I've experienced, better Wi-Fi please." - Stockport child and adolescent mental health service (CAMHS)
• "The level of support and empathy from your staff is brilliant. They went above and beyond to make sure I was getting the support I needed, and the aftercare was brilliant too." - Greater Manchester Resilience Hub
• "It was good to have A coming to meeting with us because she thought of questions to ask the doctors, she was very efficient and caring and knowledgeable." - Oldham community learning disability team
• "Excellent service - supported my son at home to enable him to have his vaccine - thank you." - Heywood, Middleton and Rochdale community learning disability team
• "I was listened to fully and made to feel at ease and not alone in how I am feeling. Some really good suggestions to help grounding and mindfulness until further input is available." - Oldham psychological medicine service
• Taylor ward is amazing and has really helped me. All the groups that I did were good. I love the keep fit and aerobics as it helps me to stay healthy. - Taylor Ward, Tameside
• "There's a lovely sense of trust and empathy and confidentiality that makes me feel understood and valid. I don't feel crazy or lost of hopeless." - Community eating disorders service

Between April 2021 and March 2022 (our financial year), 5203 people completed the national Friends and Family Test (FFT).

Of those people, 4795 (92%) rated their overall experience as either very good or good, 175 (3%) people rated their overall experience as either poor or very poor, and a further 233 people (5%) rated their overall experience as neither good nor poor.

Here are some of the comments people left about their care and treatment:

• "The staff have performed miracles with me. I am forever in their debt." - Davenport Ward, Stockport
• "Every appointment I have been to at the Water grove has been excellent. Staff are very friendly and explain things clearly and in a way that's easy to understand, always on time environment is clean and covid safe." - Rochdale memory assessment team
• "Orchard house is a vital support for so many mental health problems. All staff are the most caring, polite and patient you could wish for. Without this service so many people will slip through the net." – Orchard House, Oldham
• "K was lovely. Very friendly and approachable. Treated me with respect at all times and was respectful of my home. Was always available when needed always kept the appointments we had made." - Bury community learning disability team
• "Caring and supporting at a very difficult time." - Tameside home intervention team
• "The service was really valuable - it was thorough, challenging test at times, but the result was helpful." Older people's community mental health team, Bury
• "Staff have been really supportive, and I feel acknowledged as a person on the ward." Horizon Unit, Bury
• "Absolutely amazed with the response and how quick we got help and support." - #Thrive, Rochdale
• "This service has been an absolute life saver and has been really useful to both my daughter and me. Thank you so much for all of your help. We will use it again in the future. You are all so very lovely also. Thank you." - Greater Manchester children and young people's west team