High-quality, person centred care cannot exist without fully understanding people's individual experiences. Picker has been at the forefront of patient experience measurement for more than 30 years, helping healthcare organisations gather meaningful feedback, understand what matters most to people, and use those insights to improve care. 

Read more about our experience here. 

What makes an effective FFT? 

The Friends and Family Test provides a first-hand view of care quality through the eyes of the people receiving it. Understanding those experiences helps organisations identify what's working well, where improvements can be made, and how services can become more person centred. The Picker approach to FFTs goes beyond the minimum requirements. We help organisations gather reliable, actionable information about people's experiences of care, through carefully designed questions, flexible collection methods, and reporting that staff actually use. 

Find out more about our approach here.

Friends and Family Test services 

We support healthcare organisations to design, deliver, and interpret FFT programmes, whether you're setting up for the first time, reviewing an existing approach, or looking to get more value from the data you're already collecting. 

We can help you to: 

• Understand the experiences of patients and service users across all relevant care settings 

• Design surveys that go beyond tick-box compliance to generate insight people can act on 

• Identify areas of excellence and opportunities for improvement 

• Monitor changes and identify trends over time 

• Analyse, report, and benchmark effectively, with clear, accessible outputs for teams at every level 

• Support governance and assurance requirements 

• Embed experience-led improvements across services 

   

Switching to Picker is straightforward.  

We manage the transition process from end to end, working with your team to understand your current set-up, replicate what's working, and improve what isn't. We handle survey configuration, reporting hierarchy, and staff access so that continuity of data collection is maintained throughout. Most organisations are fully operational with us within a matter of weeks. 

Our managed service means your patient experience team isn't left to figure things out alone. You'll have a dedicated Picker contact who understands your organisation and brings the sector expertise to act as a genuine partner, not just a platform provider.