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 has been rolled out – would recommend the this year to incorporate all Trust. We will have met the outpatient departments and national requirement for children’s services. This is a national improving the response requirement and the rate The are also achieving measure helps us to the national requirement for understand the patient improving the response rate, We will have improved experience It is also with 40% of inpatients and on the proportion of staff one of the 20% of Urgent Care patients “learning who would recommend milestones” we have now completing the Friends the hospital to family set in our and Family Test. ‘Patient and friends in the Experience Strategy’. national staff survey. However the proportion of staff who would recommend the hospital to friends and family has remained unchanged. 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 rate No. 3 goal with the yearly monthly was: average recorded at 71.8%. All staff involved have All staff involved in the complaint will receive a received a copy of the copy of resulting actions. resulting actions. Clinical issues identified We achieved this target on one occasion following by complaints will initiate quality complaints around improvement in the Hub. treatment escalation. We will increase the All patients have been telephoned and offered a number of patients contacted by telephone meeting where contact and offered a meeting as details have been available. a means of resolving a complaint.
No. 2 goal was: 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’. 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. national targets for patients – which has been rolled out this year to incorporate all outpatient departments and children’s services. The are 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 yearly monthly 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.
Agenda%20Item%201000%2015%20%20Draft%2020142015%20Quality%20Account.docx