Friends and Family test


Would you recommend this service to friends and family?

The NHS friends and family test is an important opportunity for patients to provide feedback on the care and treatment they have received.  1.png

It was created to help service providers like us (University Hospitals of Morecambe Bay NHS Trust) and commissioners to understand whether their patients were happy with the service provided, or whether improvements are needed. 

To summarise, it is important for us to know what we’ve done well and equally we want to learn about any aspects of patient experience that we can improve on.

Patients are asked whether they would recommend hospital wards, outpatient departments, maternity services and A&E departments to their friends and family if they needed similar care or treatment. This means every patient in these wards and departments can give feedback on the quality of the care they receive.

The test results are publicised in wards and departments, and are available to be viewed on the NHS England website. Our Trust (UHMBT) uses a company namely Healthcare Communications  to collect all of our Friends and Family reviews. 

qr.pngYou can visit their website directly to leave your own comments about your hospital experience with us by using this link: or by scanning the QR code.

There are patient comments available on the NHS Choices website too. You can also add your own comments here if you prefer.

UHMBT - Our most recent results 

  % Positive Reviews % Negative Reviews Number of Reviews
1 April 2014 - 31 March 2015 91.59% 3.21% 37,005
1 April 2015 - 31 March 2016 93.65% 2.24% 55,423
1 April 2016 - 31 March 2017 93.01% 2.37% 61,436
1 April 2017 - 31 March 2018 94.19% 2.46% 74,264
1 April 2018 - 31 March 2019 94.29% 2.66% 88,068










FFT overall

The number of reviews continues to grow and the vast majority of reviews remain positive.  There has been an 18.59% growth in overall response rates this year compared to last.  For 2018/19 over 88,000 reviews were collected.  

How does the Friends and Family Test work?

When you are discharged, or within the 48 hours that follow, you may be asked to answer the Friends and Family Test (FFT) question:

'How likely are you to recommend our ward/A&E/department to friends and family if they needed similar care or treatment?' 

5.pngYou might be invited to respond to the question by SMS message on your mobile telephone or by interactive voicemail on your land line.  Here at UHMBT we also use iPads and paper cards to collect reviews, in  which case, you might be asked if you would kindly complete the short review before you leave.  You can choose one of six score options, ranging from 'extremely likely' to recommend (equals a score of 1), to 'extremely unlikely' to recommend (equals a score of 6).

 There is an opportunity to explain why you have given your answer.  It is greatly appreciated if you could leave a comment as well as your overall score, or simply indicate a theme that influenced your score.  

Do you have to respond to the question?

Your answer is voluntary. But if you do answer, your feedback will provide valuable information which could  help towards  enhancing the experience for patients accessing our services in the future. 

If you receive a request for feedback via SMS or Interactive Voice Messaging and you would prefer not to submit a review, you can simply type or say the word “STOP”.

The Friends and Family Test is Anonymous 

Your answer is anonymous and your details will not be passed on to anyone. Any comments you make are simply connected to the contact telephone number the request was sent to, as opposed to a specific patient name.  A member of your family or a friend is welcome to answer the question if you are unable to. 7.jpg

For those of you who provide feedback using SMS or Interactive Voice Messaging, there is a facility which enables UHMBT to send messages back to your telephone number.  It might be that we provide a group text update relating to a common issue you and others have raised (thanking you for your comments and giving you some feedback).  It is also possible, if applicable, to send an individual text to your number asking if you would like to receive a call as a result of feedback you may have left.  This is simply an offer of further assistance and whether or not you choose to accept is entirely up to you.  Please remember any offer of further contact is directed to your telephone number and not to you as a named individual at this stage.     

Who is asked to complete the Friends and Family Test?

Requests for feedback are not sent to everyone.  They are randomly sent to a proportion of patients.   

3.jpgIf you would like to give feedback but did not receive the FFT question inviting you to do so, please use the feedback link or scan the QR code found at the start of this section.  If you prefer, you can also ask any front line member of staff for a feedback card to complete.

How will the results be used?

All NHS Hospital Trusts in England gather their patient reviews and analyse them rapidly to see if any action is required.  At UHMBT all individual feedback along with that of other patients is measured and assessed.  The overall number of patients who recommend/or not the hospital ward or department is calculated and monthly results are published for all areas. We are working hard to both listen to and act on your views.


Does this replace the NHS complaints procedure or other forms of feedback?

No, this does not replace the current NHS complaints procedure or other forms of feedback. Hospitals and other service providers will continue to use their own ways of gathering feedback in addition to the NHS Friends and Family Test.


Updated November 2018


What's happening at the Trust

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