IQPR KPI Summary January 2019

Transcription

1 Waits Workforce Finance Performance Quality IQPR KPI Summary January 2019 Our Trust Key Performance Indicator Nov 18 Dec 18 Jan 19 YTD** Key Performance Indicator Nov 18 Dec 18 Jan 19 YTD** Incident Reporting Trend* Calls answered in 5 seconds 94.10% 94.23% 90.00% 92.91% Closed incidents reported moderate or higher* 1.4% 2.5% Data 1.7% not available 1.7% IUC KPI 1 Calls abandoned in 30 seconds 0.78% 0.78% 2.46% 1.29% Serious Incidents* IUC KPI 2 - Calls answered in 60 seconds 92.50% 92.59% 84.58% 98.95% Assaults on Staff (Trustwide) IUC KPI 3a Patient call back 10 minutes 34.65% 28.06% 34.16% 31.85% FFT % 82.8% 89.1% 83.4% IUC KPI 15 Calls receiving Clinical Input 41.09% 42.21% 41.41% 41.62% FFT % 99.2% 98.8% 98.4% C1 Mean 00:06:13 00:06:29 00:06:17 00:06:11 FFT Scheduled Care 88.7% 97.9% 96.6% 94.7% C1 90 th Centile 00:10:47 00:11:17 00:10:54 00:10:35 data reported 4 months in arrears Jul 18 Aug 18 Sep 18 YTD C1T 90 th Centile 00:13:36 00:13:55 00:13:23 00:13:50 Cardiac Arrest Survival Utstein 21.4% 58.3% 38.5% 39.1% C2 Mean 00:23:41 00:26:35 00:26:54 00:20:51 Call to Thrombolysis Stroke (90 th Centile) 01:41 01:34 01:43 01:39 C2 90 th Centile 00:48:44 00:54:50 00:56:19 00:43:48 Call to Angiography STEMI (90 th Centile) 02:20 02:29 02:37 02:26 C3 90 th Centile 03:10:06 03:46:35 03:54:07 02:49:57 Key Performance Indicator Nov 18 Dec 18 Jan 19 YTD** C4 90 th Centile 03:37:55 03:44:09 03:45:37 02:52:03 Hear and Treat (ARP AQI) 5.30% 5.35% 5.56% 5.12% Capital service capacity (times) See and Treat (ARP AQI) 25.72% 26.25% 25.84% 25.21% Liquidity days YTD I&E margin 0.6% 0.7% 1.1% I&E margin: distance from plan 1.6% 1.7% 2.0% 12 month rolling See and Convey to ED (ARP AQI) 57.61% 58.12% 59.08% 58.35% See and Convey (ARP AQI) 68.97% 68.41% 68.60% 69.67% Time on Vehicle < 60 mins (Sched Care) 92.7% 92.8% 93.1% 93.2% Agency spend cap % 48.1% 25.0% 28.71% On time arrival (Scheduled Care) 77.4% 77.2% 78.3% 77.8% Use of Resources Rating (SOF) Early arrival (Scheduled Care) 17.2% 17.6% 16.8% 17.9% Collection within 60 mins (Sched Care) 85.4% 84.5% 84.9% 86.0% Key Performance Indicator Nov 18 Dec 18 Jan 19 YTD Key Performance Indicator Nov 18 Dec 18 Jan 19 YTD** C1 exceeding double 90 th centile 0.2% 0.2% 0.1% 0.1% Sickness (Trust) 5.60% 6.08% 6.32% 6.43% C2 exceeding double 90 th centile 1.9% 3.0% 3.3% 1.6% Vacancy Rate (Trust) -4.79% -4.79% -3.79% Rolling C3 exceeding double 90 th centile 4.5% 8.2% 9.4% 3.7% Turnover Rate (Trust) 0.65% 1.10% 0.68% 8.40% C4 exceeding double 90 th centile 2.9% 1.5% 2.9% 1.9% *Quality data reported in Quality Dashboard. Please note that the Quality data shows the number of incidents being closed counted in the month they were opened. ** YTD = Financial year April 2018 March 2019.RAG status is calculated against targets/thresholds where available. Most data reported reflects August Statutory and Mandatory Training Compliance 79.05% 80.10% 80.23% Appraisal Compliance 68.39% 65.76% 66.55% 12 month rolling

2 Workforce - Sickness, Turnover and Vacancies Our People Sickness MTD Trust 6.32% EOC 6.89% Ops North and South 6.59% Support Services 3.32% Sickness YTD Trust 6.43% Staff Turnover MTD Trust 0.68% YTD Trust 8.40% DBS ESR is reporting 99.82% DBS compliance trust wide. NB. Data as at 18 th Feb 19. *Vacancies (January 2018) The vacancy rate has slightly decreased in January 2019, with the percentage of posts vacant reaching -3.79%. Unscheduled care carries the largest vacancy at -6.51% with Scheduled Care second at -2.99%. Figures exclude NEASUS. *January 2019 Establishment In post Vacancy wte Vacancy % EOC % Scheduled Care % Unscheduled Care % Operational Management % Support Services % Trust Total % *Data is reported a month in arrears (Vacancies). 3

3 Workforce - Statutory and Mandatory/Appraisal Compliance Our People Statutory and Mandatory Compliance: Trust 80.23% Last year 84.51% New 73.78% EOC 79.47% Last year 81.97% New 75.00% Operations North and South 80.61% Last year 85.08% New 74.00% Support Services 79.07% Last year 85.45% New 68.61% Appraisal Compliance: Trust 66.55% EOC 58.11% Operations North and South 69.47% Support Services 66.77% Operations are reviewing the timings of both statutory and mandatory training and appraisal reviews to ensure these are not scheduled for periods of high demand, to manage compliance through the year. NB. Individual level compliance data is being shared with line managers to target improvements. New competencies were added to the training framework for 2018/19 and launched mid-april 2018 with staff showing as non-compliant from this date. This has impacted overall figures as this does not take account of renewal dates. Figures are now split to show compliance against both last years and new competencies. 4

4 Operations Centre 999 Call Volume Change from same month last year 4.80% YTD change from last year -3.21% 7

5 Operations Centre - IUC Call Volume Change from same month last year YTD change from last year +1.67% +4.61% Following mobilisation of the new IUC contract we are currently monitoring 2 sets of KPIs; National KPIs Bid KPIs NB. Some measures are covered by both national and bid sets; KPI 1 & Bid 1 Calls Abandoned KPI 9 & Bid 7 Calls closed as Self-Care by Clinician KPI 11 & Bid 8 Directory of Services Catch All KPI 12 & Bid 9 Average Time to Assessment Outcome Delivery of the national KPI targets has not been agreed locally with commissioners. Note on KPIs not yet reported: KPI 5 Primary Care Cases booked to an Urgent Treatment Centre reporting is being finalised and is expected to be included when available. KPI 6 & 7 Revalidation of calls with an initial C3/ C4 disposition / and of calls with an initial ED disposition reporting will commence following the introduction of the combined 999/111 cleric development KPI 10 Prescription medication further guidance is required from NHS England before this can be reported KPIs 12, 13 & 14 Average time to telephone assessment outcome/ Patients receive a face to face consultation in an Urgent Treatment Centre within the specified period/ and Patients receive a face to face consultation within their home residence within the specified period these are system wide measures and rely on the collation of data from other providers Measures reflect current IUC MDS KPI specification, these will be updated to follow ADC guidance once confirmed nationally. 8

6 Operations Centre IUC KPIs Call Taking KPI 1 (& Bid 1) Calls Abandoned This reports calls abandoned within 30 seconds after the call is queued to skill set (selection route following local IVR). Performance remains within the <5% target, and despite deteriorating since December 2018, reflects significant improvement against Jan 2018 (4.97%). The <4% target contained within the bid, has also been met. The standard is being consistently achieved. KPI 2 & Bid 2 Calls Answered KPI 2 Calls Answered Although performance remains within normal variation, at 85% performance has deteriorated and is below the 95% target. There has been a slight improvement in performance from January 2018 and whilst call demand has reduced compared to last January 2018, calls answered has increased since last year. Bid 2 - Average Time to Call Answer Performance has not been achieved for January 2019 with average time to call answer increasing to seconds; below the 20 second target. NB. The call answer performance KPI has changed from 20 second average call answer time (Bid 2) to 95% of calls answered within 60 seconds (KPI 2). Modelling for the bid was based on achieving an average of 20 seconds, and the 95% target will be more challenging to meet. 10

7 Operations Centre IUC KPIs Clinical Input Fewer clinicians transferred under TUPE arrangement than expected at the beginning of the contract which has impacted a number of performance measures. Clinician recruitment is continuing. As clinician vacancies are filled, and additional clinical pathways in the CAS are turned on, performance against these are expected to increase. Work is on-going to review the clinical model for the service in order to understand the skill level required to meet demand. Once completed and implemented this will support efficient use of resources and maximise the clinical capacity within the CAS. Along side this a shift review for clinicians and health advisors is being carried out to align resources to demand. KPI 3 Clinician Call Backs 10 minute call backs - At 34%, the 50% target has not been met. 1 hour call backs - At 72%, the 99% target has not been met. The current definition is expected to change in the new year to only include calls requiring clinician call back immediately or within 30 minutes. The current targets do not align to the clinical call back thresholds set out in the national specification, which were used to model clinical capacity for the service. Bid 3 Average Time to Urgent Clinical Assessment At minutes performance has improved, although the <15 minutes target has not been achieved. KPI 15 Clinical Input The proportion of triaged calls which receive clinician input remains below the 50% target and has reduced slightly against historical performance, although this reduction was expected. NB. There have been changes to coding and calculations for this measure from October Plans are in place to introduce new pathways which will support improvement for this measure, including: Dental clinical assessment service, from 1 April 2019 ED revalidations Category 3 and 4 Ambulance revalidations ED revalidations and Category 3 and 4 revalidations are dependent on the introduction of combined cleric which has a revised implementation date. This measure was not included as a KPI in the original specification, however is referenced and we modelled to achieve at least 50%. We are yet to achieve the 50% target, although there is concern that this may become a perverse incentive, driving inefficient use of clinical capacity, instead of 11 ensuring that NHS Pathways triage deliver the most accurate outcome first time.

8 Operations Centre IUC KPIs Direct Bookings and DoS KPI 4 Primary Care IUC Treatment Centre Bookings This measures the number of callers recommended to contact primary care who are given an appointment with a GP extended hours service or an IUC Treatment Centre. Although at 65% the 95% target has not been met, performance has been steadily improving with an upward trajectory. Direct bookings both in and out of hours are system wide measures, achievement of the targets rely on considered alignment of released appointments with demand by hour of day and day of week in order to maximise the direct bookings made. A regular monthly meeting between NEAS and the DoS team has been set up to review the impact of the DoS on reporting against the KPIs as well as reviewing opportunities to improve direct booking performance. Further work is on-going to understand appointment availability and utilisation across the region. Work is on-going to implement new direct booking pathways including: 8/10 Northumberland extended hours services are tested and set up. 2/8 are now live. GatDoc testing is completed we are currently awaiting the new go live date. Redcar MIU manual and the electronic solutions are postponed due to the complexities of the clinical availability to cover appointments. South Tyneside Urgent Care Hub has released an additional 4 appointments per hour during their operations every day the availability of appointments is excellent. Bid 4 & Bid 5 Direct Primary Care Bookings This measures both in and out of hours primary care bookings. Within the bid, this measure is split into 2 measures; a) In hours (10%) b) Out of hours (90%) Further work is needed to report against these individual measures, although data is available on combined results. Performance remains within normal variation. KPI 11 (& Bid 8) DoS Catch All This reports the number of times the DoS is fired but no appropriate service is available for selection, this results in a catch-all service profiling. At 0.09% performance remains well below the <3% national target and is not an area for concern. The standard has been consistently achieved. 12

9 Operations Centre IUC KPIs Self Care NHS England have confirmed that the targets set for self-care are aspirational (given current Pathways restrictions which make this unachievable) and there is not an expectation that these will be achieved by any service. Data is for monitoring purposes only. Self-care targets will be under review nationally to understand the level that could be achieved, taking account of acuity of calls. KPI 8 Non-Clinician Self-Care At 0.12% the 15% target has not been met. KPI 9 (& Bid 7) Clinician Self-Care At 17% the 40% target has not been met. Bid 6 & 7 Calls closed as self care (see above for clinician breakdown) This measures both clinician and non-clinician self care. Within the bid and national specification, this measure is split into 2 measures; a) By Health Advisor/ Non-Clinician (15%) b) By Clinical Advisor/ Clinician (40%) These measures replace the previous KPI measuring the combined percentage of calls closed as self care. Individual measures are reported above, although this data shows combined results. 13

10 Unscheduled Care Quality and Safety Our Patients Incidents Reported Pt Incidents Reported Moderate or Above Serious Incidents From August 2018 calculated using Patient Safety Incidents closed in month 15

11 Unscheduled Care Response Times 6:34 1:12:49 10:43 2:46:51 6:27 1:31:41 10:58 3:37:17 5:53 0:51:48 9:58 1:58:26 5:50 0:51:12 9:48 1:57:10 6:03 1:00:07 10:17 2:17:46 6:19 1:09:00 10:51 2:45:22 6:08 1:05:28 10:22 2:33:28 6:11 1:11:51 10:36 2:51:52 6:14 1:08:43 10:34 2:42:49 6:13 1:21:30 10:47 3:10:06 6:29 1:36:24 11:17 3:46:35 6:17 1:34:17 3:54:07 10:54 1:11:03 19:53 2:36:50 0:39:48 1:16:12 22:30 2:41:35 0:45:58 0:48:32 16:46 1:46:23 0:33:30 0:57:17 16:52 2:03:12 0:34:10 1:01:01 17:39 2:16:35 0:36:13 1:10:01 20:26 2:33:52 0:37:40 1:09:03 19:00 2:52:46 0:38:41 1:19:31 20:15 3:41:53 0:41:18 20:40 1:13:22 0:43:08 3:06:29 23:41 1:24:02 0:48:44 3:37:55 26:35 1:27:04 0:54:50 3:44:09 26:54 1:28:31 0:56:19 3:45:37 16:00 Category 1 1:00:00 Category 2 14:00 0:50:00 12:00 10:00 0:40:00 8:00 0:30:00 6:00 0:20:00 4:00 2:00 0:10:00-4:00:00 Category 3-4:00:00 Category 4 3:30:00 3:30:00 3:00:00 3:00:00 2:30:00 2:30:00 2:00:00 2:00:00 1:30:00 1:30:00 1:00:00 1:00:00 0:30:00 0:30: NEAS Mean NEAS 90 th Centile England Average Mean England Average 90 th Centile National Standard C1 - M C1-90th C2 - M C2-90th C3 M* C3-90th C4 - M C4-90th Variance from target -0:00:43-0:04:06 0:08:54 0:16:19 0:34:17 1:54:07-0:45:37 Change from previous month -0:00:12-0:00:23 0:00:19 0:01:29-0:02:07 0:07:32 0:01:27 0:01:28 National Ranking Position (out of 11) 1 st 2 nd 9 th 8 th 10 th 11 th 7 th 8 th Calculated using NHS England published AQI data and may be subject to periodic revision. Additional quality information can be found at 16

12 Unscheduled Care Benchmarking IoW EMAS SECAMB IoW NWAS EoE EoE LAS EMAS SWAS YAS NWAS SCAS SECAMB WMAS SCAS SWAS YAS LAS WMAS 6:18 0:13:24 NEAS NEAS IoW EMAS SECAMB SWAS 0:26:54 EoE NEAS EMAS NWAS NWAS EoE YAS LAS SWAS IoW SCAS SECAMB WMAS YAS 10:54 NEAS SCAS LAS WMAS 12:00 10:00 08:00 06:00 04:00 02:00 00:00 Category 1 Response Times - Mean response (min:sec) - January :00 20:00 18:00 16:00 14:00 12:00 10:00 08:00 06:00 04:00 02:00 00:00 Category 1 Response Times - 90th centile response (min:sec) - January England Target England Target 50:00 45:00 40:00 35:00 30:00 25:00 20:00 15:00 10:00 05:00 00:00 Category 1T Response Times - 90th centile response (hour:min:sec) - January :00 30:00 25:00 20:00 15:00 10:00 05:00 00:00 Category 2 Response Times - Mean response (hour:min:sec) - January England Target England Target Calculated using NHS England published AQI data and may be subject to periodic revision. Additional quality information can be found at 17

13 Unscheduled Care Benchmarking EMAS 4:02:36 NEAS SWAS SECAMB NWAS EMAS 0:56:20 NEAS EoE EoE NWAS LAS SWAS YAS LAS SECAMB IoW IoW YAS SCAS SCAS WMAS WMAS SECAMB SECAMB 1:38:48 NEAS IoW EMAS SWAS SWAS 3:45:38 NEAS NWAS NWAS EoE EoE IoW LAS LAS YAS SCAS SCAS YAS EMAS WMAS WMAS 10:00 00:00 50:00 40:00 30:00 20:00 10:00 00:00 Category 2 Response Times - 90th centile response (hour:min:sec) - January :00 100:00 90:00 80:00 70:00 60:00 50:00 40:00 30:00 20:00 10:00 - Category 3 Response Times - Mean response (hour:min:sec) - January England Target England Target 4:30:00 4:00:00 3:30:00 3:00:00 2:30:00 2:00:00 1:30:00 1:00:00 0:30:00 - Category 3 Response Times - 90th centile response (hour:min:sec) - January :00:00 4:30:00 4:00:00 3:30:00 3:00:00 2:30:00 2:00:00 1:30:00 1:00:00 0:30:00 - Category 4 Response Times - 90th centile response (hour:min:sec) - January England Target England Target Calculated using NHS England published AQI data and may be subject to periodic revision. Additional quality information can be found at 18

14 Unscheduled Care See and Treat/Convey 40,000 35,000 30,000 25,000 20,000 Incident Demand 35,460 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 2017/ /19 Change from same month last year Incident Volume 8.27% YTD change from last year 1.58% 19

15 Unscheduled Care Handovers Arrivals Hours Lost Arrivals and Time Lost to Handovers Arrivals Hours Lost to Handover Linear (Hours Lost to Handover) Average Turnaround time (Mins) 42:00 40:00 38:00 35:59 35:36 36:00 35:10 35:09 34:45 33:47 34:21 34:16 34:14 33:30 34:00 32:00 30:00 28:00 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Hospital Handovers Jan-19 Post Handovers Jan-19 % Completed in 15 mins % Completed in 15 mins Hours Lost Hours Lost Average Handover (mins) Darlington Memorial 75.3% 86 0:13:44 James Cook 38.1% 155 0:19:45 NSECH 32.3% 611 0:24:42 Queen Elizabeth 83.5% 86 0:14:14 RVI 60.7% 96 0:14:05 South Tyneside 54.2% 99 0:17:50 Sunderland Royal 46.1% 322 0:21:10 University Hsp of North Durham 60.2% 247 0:18:44 University Hsp of North Tees 72.8% 57 0:13:12 Trust 58.1% :17:30 Average Post Handover (mins) Darlington Memorial 39.9% 165 0:19:06 James Cook 46.3% 126 0:17:05 NSECH 49.2% 277 0:16:52 Queen Elizabeth 32.4% 254 0:20:48 RVI 39.6% 268 0:19:27 South Tyneside 36.9% 123 0:19:50 Sunderland Royal 36.2% 296 0:20:08 University Hsp of North Durham 40.2% 241 0:18:56 University Hsp of North Tees :19:06 Trust 40.1% :19:02 20

16 Unscheduled Care Long Waits 5% 4% 4% 3% 3% 2% 2% 1% 1% 0.2% 0.2% 2.7% 0.1% 3.6% 2.7% Category 1 0.1% 0.1% 0.1% 0.1% 0.1% 0.1% 3.1% 3.6% 1.7% 1.9% 2.3% 0.1% 0.2% 0.2% 3.0% 2.9% 0.2% 0.2% 3.8% 0.1% 2.9% RAG 30% 25% 20% 15% 10% 5% 0.4% 1.6% 10.1% 0.7% 2.4% 14.2% Category 2 0.3% 0.3% 0.2% 0.3% 1.2% 0.3% 0.2% 0.2% 1.2% 1.1% 1.4% 1.0% 1.1% 1.2% 7.3% 7.4% 7.9% 8.8% 9.3% 10.8% 9.2% 0.4% 0.5% 3.0% 3.3% 0.4% 1.9% 20.4% 21.1% 16.1% RAG 0% 0% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0% Category 3 1.2% 1.0% 8.2% 9.4% 2.3% 0.4% 7.3% 4.5% 0.6% 0.1% 0.2% 0.3% 3.9% 2.6% 0.1% 3.5% 2.2% 0.1% 2.3% 31.3% 1.5% 30.4% 0.2% 0.1% 23.9% 25.1% 1.2% 19.0% 1.2% 18.6% 19.4% 16.3% 18.3% 13.6% 10.3% 9.9% RAG 30% 25% 20% 15% 10% 5% 0% 2.0% 5.4% 17.4% Category 4 0.3% 2.9% 2.9% 0.2% 0.2% 1.5% 0.2% 1.7% 1.4% 1.5% 1.5% 0.3% 11.1% 10.1% 9.4% 9.2% 12.0% 13.9% 0.8% 0.9% 1.0% 10.4% 0.2% 5.1% 6.1% 6.0% 2.7% RAG 21

17 Unscheduled Care Clinical Indicators Cardiac Arrest - ROSCs Cardiac Arrest Survival to Discharge 80% 70% 70% 60% 60% 50% 50% 40% 30% 40% 30% 20% 20% 10% 10% 0% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 0% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 NEAS Overall NEAS Utstein England Overall England Utstein NEAS Overall NEAS Utstein England Overall England Utstein 100% STEMI 02:30 100% Stroke 01:30 90% 80% 02:15 90% 80% 01:25 70% 60% 02:00 70% 60% 01:20 50% 01:45 50% 01:15 40% 30% 01:30 40% 30% 01:10 20% 10% 01:15 20% 10% 01:05 0% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 01:00 0% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 01:00 NEAS Care Bundle England Care Bundle NEAS PPCI 150 (Mean) England PPCI 150 (Mean) NEAS Care Bundle England Care Bundle NEAS FAST (Mean) England FAST (Mean) Cardiac Arrest ROSC Cardiac Arrest Survival to Discharge Stroke STEMI ROSC ROSC Utstein Survival to Discharge Survival to FAST FAST 60 (Mean) Discharge Utstein 60 (90th Centile) PPCI 150 (Mean) PPCI 150 (90th Centile) Sep % 61.5% 10.3% 38.5% 01:10:46 01:43:00 01:50:47 02:37:48 YTD 31.5% 63.3% 11.5% 39.1% 01:09:00 01:39:00 01:48:00 02:26:00 National Ranking (out of 11) 6 th 3 rd 4 th 1 st 4 th 2 nd 2 nd 3 rd Clinical Ambulance Indicators (data produced in arrears)

18 Scheduled Care Quality and Safety Our Patients Jan-18 Incidents Reported Pt Incidents Reported Moderate or Above Serious Incidents From August 2018 calculated using Patient Safety Incidents closed in month 24

19 Scheduled Care Timeliness Indicators Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Arrival Time performance has increased for the first time in a number of months following a series of small decreases, although this rate remains below target due to a high number of early arrivals. The number of patients collected within 60 minutes has increased month on month although this remains below target for the 2 nd consecutive month. There has been an increase in performance for Time on Vehicle which continues to consistently achieve local standard and a large increase in the total number of completed journeys for January Arrival Time Collection within 60 Mins 100% 100% 90% 95% 80% 70% 60% 90% 85% 80% 84.9% 50% 40% 78.30% 75% 70% 30% 65% 20% 60% 10% 55% 0% 50% On Time Early Arrival Late Arrival Collection within 60 Mins Time On Vehicle < 60 mins Completed Journeys 100% % 90% 93.10% % 80% % 70% % 60% % % 50% Time on Vehicle <60 Mins Completed Journeys - Total Completed Journeys - % 25

20 Scheduled Care Planned vs Same Day Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Completed Journeys - Same Day vs Planned Third Party Rate - Same Day vs Planned % 88% 86% 84% 70% 60% % 80% 77.10% 78% 50% 40% % 74% 30% % 70% 20% 0 68% 10% Completed Journeys (Planned) Completed Journeys (Same Day) Completed Journeys (Planned) % Completed Journeys (Same Day) % There has been an increase in the number of both Completed Same Day Journeys and Planned journeys completed following a number of consecutive months of small percentage decreases. Third Party Rate performance has increased for both Planned and Same Day journeys. 0% Third Party Rate (Planned) % Third Party Rate (Same Day) % 26

21 Waits Workforce Finance Not Currently Reported Performance Quality KPI Thresholds Key Performance Indicator Key Performance Indicator Our Service Incident Reporting Trend Decrease Static Increase 999 Calls answered in 5 seconds National <90% 90%-95% >=95% Closed Incidents reported moderate or higher* >7% 5% - 7% <5% Serious Incidents* 1 NA 0 Assaults on Staff (Trustwide) 1 NA 0 FFT (111/999/PTS) <85% 85%> IUC KPI 1 Calls abandoned in 30 seconds >5% <5% IUC KPI 2 - Calls answered in 60 seconds National <90% 90%-95% >=95% IUC KPI 3a Patients call back within 10 minutes National No Target Data reported 4 months in arrears Cardiac Arrest Survival Utstein National <25% >25% <30% >30% Stroke FAST 60 90th Centile National > 210 Mins >181 <209 <180 Mins IUC KPI 15 Calls receiving Clinical Input C1 Mean National <45% National >0:07:43 >0:07:01 <0:07:42 >=50% <0:07:00 STEMI PPCI th Centile National >180 Mins >151 <179 <150 Mins Key Performance Indicator Capital service capacity (times) <1.25 Liquidity days <-14 I&E margin 1% 0% -1% <=-1% I&E margin: distance from plan 0% -1% -2% <=-2% C1 90 th Centile C1T 90 th Centile C2 Mean C2 90 th Centile National >0:16:31 National >0:33:01 National >0:19:49 National >0:44:01 >0:15:01 <0:16:30 >0:30:01 <0:33:00 >0:18:01 <0:19:48 >0:40:01 <0:44:00 <0:15:00 <0:30:00 <0:18:00 <0:40:00 Agency spend cap % > or = 0% 0%-25% Key Performance Indicator Sickness Local >8% 5-8% <5% Vacancy Rate Local No Target 25%- 50% Use of Resources Rating (SOF) 1.0 Turnover Rate Local >1.25% (ytd 10%) <1.25% (ytd 10%) Statutory and Mandatory Training Local <90% 90 95% 95%> Appraisal Compliance Local <90% 90 95% 95%> Key Performance Indicator >50% C3 90 th Centile C4 90 th Centile National >2:20:01 National >3:30:01 >2:00:01 <2:20:00 >3:00:01 <3:30:00 <2:00:00 <3:00:00 Hear and Treat (ARP AQI) Local 1-3% 4-7% 7-11% See and Treat (ARP AQI) Local <25% >25% See and Convey to ED (ARP AQI) National >57.00% >53<57% <53.00% See and Convey (ARP AQI) No Target Time on Vehicle < 60 mins (Sched Care) Contractual <80% 80%-90% >90% On time arrival (Scheduled Care) Contractual <75% 75%-80% >80% Early Arrival (Scheduled Care) Long Waits National >3% triple >1% <3% triple <1% triple >6% double >1% <3% double <3% double Collection within 60 mins (Sched Care) Contractual <80% 80%-85% >85% 27