The report has detailed the relating to complaints Trust’s performance management with a continued reduction in overall complaints, changes to the management information which is being produced detailing Directorate performance and proposed changes to the reporting of response turnaround times to bring the reporting in line with similar sized Trusts nationally and Trust’s affording the Trust greater flexibility when responding to the most complex complaints. Friends and Family results are not available at this time. However, the Trust has received positive feedback from patients via Real Time Patient Feedback and a national with Critical survey which Ward 37 at the ‘Family Satisfaction Care’ Freeman Hospital participated in. Patient feedback will also be provided in the future via the new Healthwatch Newcastle online feedback centre. Although it is not anticipated that there will be high volumes of responses the Trust has agreed a process to give feedback to all responses when they are posted. CONCLUSION The Trust continues to collect, analyse and report patient experience feedback. Work is now becoming well established to emphasise a We ‘You Said Did’ approach to demonstrating learning and practice development arising from the feedback received. This report highlights key results, actions and issues from December 2015. RECOMMENDATION To (i) receive the briefing and (ii) support the work outlined. Helen Lamont Nursing and Patient Services Director Frances Blackburn Deputy Nursing and Patient Service Director, Freeman Andy Pike Head of Patient Experience 3rd January 2016
The report has detailed the Trust’s performance relating to complaints management with a continued reduction in overall complaints, changes to the management information which is being produced detailing Directorate performance and proposed changes to the reporting of response turnaround times to bring the Trust’s reporting in line with similar sized Trusts nationally and affording the Trust greater flexibility when responding to the most complex complaints. Friends and Family results are not available at this time. However, the Trust has received positive feedback from patients via Real Time Patient Feedback and a national ‘Family Satisfaction with Critical Care’ survey which Ward 37 at the Freeman Hospital participated in. Patient feedback will also be provided in the future via the new Healthwatch Newcastle online feedback centre. Although it is not anticipated that there will be high volumes of responses the Trust has agreed a process to give feedback to all responses when they are posted. CONCLUSION The Trust continues to collect, analyse and report patient experience feedback. Work is now becoming well established to emphasise a ‘You Said We Did’ approach to demonstrating learning and practice development arising from the feedback received. This report highlights key results, actions and issues from December 2015. RECOMMENDATION To (i) receive the briefing and (ii) support the work outlined. Helen Lamont Nursing and Patient Services Director Frances Blackburn Deputy Nursing and Patient Service Director, Freeman Andy Pike Head of Patient Experience 3rd January 2016
7v__Patient_Experience_Report_December_2015.docx