In 2014/15 Fully implement the We will have met the We have achieved the we said our Friends and Family national requirements Friends and Family Test No. 2 goal test and improve the for rolling out the Friends national targets for patients was: number of people who and Family programme. – which have been rolled out would recommend the this year to incorporate all Trust. outpatient departments and children’s services. This is a national requirement and the We will have met the The Trust is also achieving measure helps us to national requirement for the national requirement for understand the patient improving the response improving the response rate, experience It is also rate with 40% of inpatients and one of the “learning 20% of Urgent Care patients milestones” we have now completing the Friends set in our ‘Patient and Family Test. Experience Strategy’. We will have improved However the proportion of on the proportion of staff staff who would recommend who would recommend the hospital to friends and the hospital to family family has remained and friends in the unchanged. national staff survey. In 2014/15 Improving the 80% patients will receive The Trust has not achieved a we said our complaints process a response within target consistent 80% response No. 3 goal rate with the average was: recorded at 71.8%. All staff involved in the All staff involved have complaint will receive a received a copy of the copy of resulting actions. resulting actions. Clinical issues identified We achieved this target on by complaints will one occasion following initiate quality complaints around improvement in the Hub. treatment escalation. We will increase the All patients have been number of patients telephoned and offered a contacted by telephone meeting where contact and offered a meeting as details have been available. a means of resolving a complaint.
In 2014/15 we said our No. 2 goal was: Fully implement the Friends and Family test and improve the number of people who would recommend the Trust. This is a national requirement and the measure helps us to understand the patient experience It is also one of the “learning milestones” we have set in our ‘Patient Experience Strategy’. We will have met the national requirements for rolling out the Friends and Family programme. We will have met the national requirement for improving the response rate We will have improved on the proportion of staff who would recommend the hospital to family and friends in the national staff survey. We have achieved the Friends and Family Test national targets for patients – which have been rolled out this year to incorporate all outpatient departments and children’s services. The Trust is also achieving the national requirement for improving the response rate, with 40% of inpatients and 20% of Urgent Care patients now completing the Friends and Family Test. However the proportion of staff who would recommend the hospital to friends and family has remained unchanged. In 2014/15 we said our No. 3 goal was: Improving the complaints process 80% patients will receive a response within target All staff involved in the complaint will receive a copy of resulting actions. Clinical issues identified by complaints will initiate quality improvement in the Hub. We will increase the number of patients contacted by telephone and offered a meeting as a means of resolving a complaint. The Trust has not achieved a consistent 80% response rate with the average recorded at 71.8%. All staff involved have received a copy of the resulting actions. We achieved this target on one occasion following complaints around treatment escalation. All patients have been telephoned and offered a meeting where contact details have been available.
Quality%20Account%202014-15%20Final%2026.06.15.docx