THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST patient experience monthly report SEPTEMBER 2015 – INTRODUCTION This monthly report on Patient Experience highlights the current data, key developments, risks and actions arising from this area of work. PROGRESS ON RESTRUCTURING Work is underway to integrate the work of Patient and Public Involvement (including Family and Friends), Equality and Diversity, and Complaints Management, under the leadership of a newly established Head of Patient Experience post. The successful candidate was Mr Andrew Pike who commenced in the role on 7th September 2015 having previously been employed as an Assistant Directorate Manager within the Trust. The interviews for the role of Patient Relations Service Manager (Band 7) to manage the day-to-day operation of the Patient Relations Department will take place on 18th September 2015. FRIENDS AND FAMILY (FFT) RESULTS COMMENTARY AND ANALYSIS CHANGES OF IN PROCESS Requirements and challenges The Board has previously been advised that from 1st April 2015 the NHS Standard Contract for 2015/16 requires that all NHS service users must have the opportunity to complete the Friends and Family Test should they wish to do so. The NHS Contract does not define an expected response rate for FFT and there is no longer a CQUIN target attached to this performance indicator. However, activity figures for all services (excluding outpatients) are submitted with the FFT return which is required to be uploaded to the national database each month. Reporting The dashboard included in Appendix 1 shows the Trust FFT results and analysis of the content within the comments provided for June and July 2015. Over these 2 months, in excess of 5,500 comments were received of which 40 comments were made by people who responded that they were Unlikely’ or to ‘Extremely ‘Unlikely’ recommend the Trust. Although limited, the 3 main comment themes relate to Access to Care (50%), Emotional Support (40%) and Physical Comfort (25%). This compares to 5,626 positive comments received, i.e. a ratio of approximately 1 negative response to 140 positive.
THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST patient experience monthly report – SEPTEMBER 2015 INTRODUCTION This monthly report on Patient Experience highlights the current data, key developments, risks and actions arising from this area of work. PROGRESS ON RESTRUCTURING Work is underway to integrate the work of Patient and Public Involvement (including Family and Friends), Equality and Diversity, and Complaints Management, under the leadership of a newly established Head of Patient Experience post. The successful candidate was Mr Andrew Pike who commenced in the role on 7th September 2015 having previously been employed as an Assistant Directorate Manager within the Trust. The interviews for the role of Patient Relations Service Manager (Band 7) to manage the day-to-day operation of the Patient Relations Department will take place on 18th September 2015. FRIENDS AND FAMILY (FFT) RESULTS COMMENTARY AND ANALYSIS CHANGES OF IN PROCESS Requirements and challenges The Board has previously been advised that from 1st April 2015 the NHS Standard Contract for 2015/16 requires that all NHS service users must have the opportunity to complete the Friends and Family Test should they wish to do so. The NHS Contract does not define an expected response rate for FFT and there is no longer a CQUIN target attached to this performance indicator. However, activity figures for all services (excluding outpatients) are submitted with the FFT return which is required to be uploaded to the national database each month. Reporting The dashboard included in Appendix 1 shows the Trust FFT results and analysis of the content within the comments provided for June and July 2015. Over these 2 months, in excess of 5,500 comments were received of which 40 comments were made by people who responded that they were ‘Extremely Unlikely’ or ‘Unlikely’ to recommend the Trust. Although limited, the 3 main comment themes relate to Access to Care (50%), Emotional Support (40%) and Physical Comfort (25%). This compares to 5,626 positive comments received, i.e. a ratio of approximately 1 negative response to 140 positive.