We provide high quality healthcare services primarily to the residents of East Lancashire and Blackburn with Darwen, which have a combined population in the region of 530,000.
As part of the NHS England national programme to monitor patient experience, we ask our patients to spend two minutes of their time to fill out a very short survey called the Friends and Family Test where they will be asked about the overall experience of using our service.
Experience is rated using a “Very Good” to “Very Poor” scale, and combined with a supplementary follow-up question.
This provides a mechanism to highlight both good and poor patient experience and the feedback allows the Trust to receive direct, quick patient feedback, which will be reviewed at ward level and by the Trust Board. This will help us improve the quality of services.
We publish the information for each month with our satisfaction rates and show what we are doing in response to comments on display boards on individual wards and departments.
Please see the information videos below. For people with hearing impairments, a version with British Sign Language is on the right hand side.
You can provide feedback by selecting the relevant link below:
Inpatient and day-case
Emergency Care (including Urgent Care Centre and Minor Injuries Unit)
Outpatients
Community
Maternity
Childrens Inpatients
Childrens Outpatients
Post-Covid Clinic
If you attend the Emergency Department, Urgent Care Centres or receive treatment from our Community Services, Maternity Services or as an Outpatient, we would like to send you a text message within 48 hours of your discharge to ask ‘Overall, how was your experience of our service?’
If you do not wish to take part, please notify a member of staff or email the Patient Experience Team at patientexperience@elht.nhs.uk or call 01254 733716 and your number will be removed from all future text correspondence.
The FREE text message service includes a URL link to complete the survey and the information you give is confidential.
At East Lancashire Hospitals NHS Trust we process (collect, store, use and delete) personal information about service users, it is a registered “Data Controller” with the Information Commissioner Office (ICO), registration Z8049565. Click here for more information on the privacy notice for service users.
We publish the Friends and Family information for each month with our satisfaction rates and show what we are doing in response to comments on display boards on individual wards and departments.
The Friends and Family Test is a short, two question survey that has been introduced across all NHS Trusts in the Country from June 2013 and new guidance from April 2020.
The survey asks overall how was your experience of our service, and there are 6 answer responses.
The survey is for patients who have stayed in one of our wards overnight, visited the Emergency Department and Urgent Care Centres at Royal Blackburn Hospital and Burnley General Hospital, Maternity Service users, Community Service users and Outpatient attenders.
Thinking about your recent admission, overall how was your experience of our service?
Don’t know
Very Poor
Poor
Neither Good nor Poor
Good
Very Good
26
1
2
6
112
923
The percentage of patients who had a positive experience of our Inpatient wards in April is 96.73%
Thinking about your recent visit for emergency care, overall how was your experience of our service?
4
64
35
47
137
355
The percentage of patients who had a positive experience of our Emergency Department service in April is 76.64%
Thinking about our antenatal / delivery / postnatal ward / postnatal care in the community, overall how was your experience of our service?
3
5
The percentage of patients who had a positive experience of our Maternity service in April is 91.39%
Community Services
Thinking about your recent visit, overall how was your experience of our service?
11
12
126
542
The percentage of patients who had a positive experience of our Community services in April is 95.57%
10
14
108
713
The percentage of patients who had a positive experience of our Outpatient Departments in April is 94.69%.
0
9
Download printable PDF
To view previous Friends and Family Test feedback please see below:
