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Let us imagine, for a moment, that you are blind. Or Deaf. Or hard of hearing. Or that English is not your first language. That you are a young child or an elderly person with dementia, or aphasia. You have a less-than-satisfactory experience in hospital.
If, by some means, you manage to complete the Friends and Family test, and score 0 or 1, so what?

Who will know why you gave a low score? Who will know what could be done to improve the experience?

Now, let us imagine that you are an educated, articulate, middle aged woman. You have a bad experience in hospital. Not wanting to register a complaint, you have the opportunity to respond to the F&F question. You score 0.

So what? Who will know what went wrong? Who will know what could be done to improve the experience?

Let us imagine now that you were one of Harold Shipman's patients. You love your GP. You give him a score of 10.

What then?