United Lincolnshire Hospitals NHS Trust Case study: Admin reduction drives service improvement The Friends and Family Test (FFT) aims to improve patient experience through the gathering and analysis of patient feedback followed by action planning future service improvements. BACKGROUND • Unit ed Linc olnshir e star t ed trialing the FF T s olution fr om He althcar e Communication using SMS (text message) in February 2014 across Accident and Emergency (A&E) and a limited number of Inpatients wards too • FF T s c or es doubled f ollo wing implementa tion and doubled again b y the thir d month with the onset of IVM (Interactive human voice messaging) – a solution that uses sophisticated scripts to landlines and/or mobiles. Latest FFT Analytics highlight ‘You Said, W

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