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A single killer question – Will the ‘Friends and Family’ question help cure the NHS? And is this the right way to consult customers?
Last week, the re-organised NHS in England started in earnest to use a single standard benchmark question.
It reads: “How likely are you to recommend our “ward/A&E department” to friends and family if they needed similar care or treatment?” and uses a five point scale with the results shown as the ‘Net promoter score’.
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Rhion Jones
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