IQPR KPI Summary September 2018

Transcription

1 Quality Waits Finance IQPR KPI Summary September 218 Workforce Performance Our Trust Key Performance Indicator Jul 18 Aug 18 Sep 18 YTD** Key Performance Indicator Jul 18 Aug 18 Sep 18 YTD** Incident Reporting Trend* Calls answered in 5 seconds 9.65% 91.68% 92.31% 93.23% Closed incidents reported moderate or higher* 3.4% 2.% 4.4% 2.5% Serious Incidents* 2 11 Assaults on Staff (Trustwide) Calls answered in 6 seconds 87.9% 9.87% 91.23% 91.96% 111 Referrals to ED 2.66% 2.51% 2.64% 2.53% 111 Referrals to 999 (responded) 1.59% 1.43% 1.39% 1.33% C1 Mean :6:19 :6:8 :6:11 :6:4 FFT % 93.4% 81.6% 89.8% C1 9 th Centile :1:51 :1:22 :1:36 :1:22 FFT % 99.3% 98.7% 98.% C1T 9 th Centile :13:46 :14:1 :13:39 :14:2 FFT Scheduled Care 92.3% 95.6% 97.3% 94.8% C2 Mean :18:45 :19: :2:15 :18:2 data reported 4 months in arrears Mar 18 Apr 18 May 18 YTD C2 9 th Centile :37:4 :38:41 :41:18 :36:53 Cardiac Arrest Survival Utstein 4.% 47.6% 35.3% 42.1% C3 9 th Centile 2:45:22 2:33:28 2:51:52 2:25:35 Call to Thrombolysis Stroke (9 th Centile) 1:42 1:37 1:43 1:4 C4 9 th Centile 2:33:21 2:52:46 3:41:53 2:3:28 Call to Angiography STEMI (9 th Centile) 2:52 2:22 1:59 2:2 Hear and Treat (ARP AQI) 4.96% 4.93% 5.22% 5.2% Key Performance Indicator Jul 18 Aug 18 Sep 18 YTD See and Treat (ARP AQI) 25.3% 24.7% 24.1% 24.7% See and Convey to ED (ARP AQI) 58.16% 58.37% 59.2% 58.5% C1 exceeding double 9 th centile.1%.1%.1%.1% See and Convey (ARP AQI) 69.8% 7.3% 7.7% 7.3% C2 exceeding double 9 th centile 1.2% 1.1% 1.2% 1.1% C3 exceeding double 9 th centile 2.6% 2.3% 3.5% 2.1% C4 exceeding double 9 th centile 1.% 1.5% 2.9% 1.2% Time on Vehicle < 6 mins (Scheduled Care) 93.4% 93.8% 93.5% 93.5% On time arrival (Scheduled Care) 77.% 77.9% 77.9% 77.8% Early arrival (Scheduled Care) 18.9% 18.5% 17.8% 18.3% Key Performance Indicator Jul 18 Aug 18 Sep 18 YTD** Collection within 6 mins (Scheduled Care) 86.1% 86.9% 86.2% 86.9% Capital service capacity (times) Liquidity days YTD I&E margin.3%.7%.4% I&E margin: distance from plan.8% 1.2%.9% 12 month rolling Key Performance Indicator Jul 18 Aug 18 Sep 18 YTD** Sickness (Trust) 6.16% 6.18% 5.83% 6.31% Vacancy Rate (Trust) -7.52% -7.55% Agency spend cap % 65.% 71.1% 56.3% Turnover Rate (Trust).78% 1.27%.99% 3.1% Use of Resources Rating (SOF) *Quality data reported in Quality Dashboard. ** YTD = Financial year April 218 March 219 RAG status is calculated against targets/thresholds where available. Most data reported reflects August 218. Statutory and Mandatory Training Compliance 68.47% 73.2% 75.5% Appraisal Compliance 71.4% 71.9% 71.1% 12 month rolling

2 Workforce - Sickness, Turnover and Vacancies Our People **Sickness YTD Trust 6.31% (.15% decrease since August 18 at 6.46%) EOC 6.69% (.7% increase since August 18 at 6.62%) Ops North and South 6.54% (.25% decrease since Aug 18 at 6.79%) Sickness MTD Trust 5.83% (.35% decrease since Aug 18 at 6.18%) **Staff Turnover YTD Trust - 3.1%; 1.76% above the 1.25% target and showing a 1.78% increase from last month (1.23%): EOC 4.31% (2.84% increase since August 18 at 1.47%) Ops North and South 2.62% (1.58% increase since August 18 at 1.4%) with 57 starters and 51 leavers in September. Support Services 3.32% (1.39% increase since August 18 at 1.93%) Staff Turnover MTD Trust.99%;.26% below the target and a.28% increase from last month (1.27%): DBS (September 218) ESR is reporting 99.81% DBS compliance trust wide (from 99.61%). *August 218 Establishment In post Vacancy wte Vacancy % EOC % Scheduled Care % *Vacancies (August 218) The vacancy rate has slightly increased in August 218, with the percentage of posts vacant reaching -7.55%. Unscheduled care carries the largest vacancy at -9.55% with OC a close second at -8.43%. Figures exclude NEASUS. Unscheduled Care % Operational Management % Support Services % Trust Total % *Data is reported a month in arrears (Vacancies). **Data represents YTD position and will not match with MTD figures provided on front page. 3

3 Workforce - Statutory and Mandatory/Appraisal Compliance Our People Statutory and Mandatory Compliance: Trust 75.5% (from 73.2%) Last year 87.66% (from 89.38%) New 55.85% (from 49.31%) EOC 83.6% (from 8.9%) Last year 91.45% (from 92.29%) New 65.69% (from 64.3%) Operations North and South 73.29% (from 71.84%) Last year 86.43% (from 88.62%) New 53.82% (from 46.21%) Support Services 72.68% (from 68.65%) Last year 89.49% (from 89.45%) New 45.16% (from 38.38%) Appraisal Compliance: Trust 71.1% (from 71.9%) EOC 65.79% (from 68.37%) Operations North and South 75.17% (from 74.94%) Support Services 57.75% (from 6.36%) 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. New competencies were added to the training framework for 218/19 and launched mid-april 218 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 Summary September 218 saw call demand for 999 and 111 services increase by 3.9% compared to September 217, with over 11, calls answered. Call taking performance has improved for both services ( %; %) and although the service level target has not been achieved this month both services continue to perform above the England average for call taking performance. Patient satisfaction levels have decreased for the first time since May 218 with September s Friends and Family rating at 81.6%. Hear and Treat rates have increased to 5.2%, however compared to other services there is potential to increase the number of calls resolved with telephone advice. With changes to call flow following implementation of the new IUC service in October 218 we are forecasting a drop in the proportion of calls closed as Hear and Treat, this will be offset by a reduction in calls transferred from 111, contributing to a reduction in ambulance responses. Key Actions: The mobilisation of the new IUC contract, and maintenance of quality and performance standards remains a focus for the service during the transition period. Work is underway to set up monitoring arrangements for the new service, along with reporting against the new IUC KPIs, from which new baselines will be set to understand performance and identify areas for improvement. The service continues to focus on addressing sickness absence; a mental health first aid training course is planned to train key staff to provide additional support to staff with stress and anxiety. This work is being undertaken in partnership with occupational health. Work is underway to release Flexi-training for Pathways, aimed at removing barriers for new recruits to complete the training by enabling them to complete it at a time suitable to them, as well as reducing pressure on the training department. 5

5 Operations Centre Quality and Safety Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Our Patients Complaints and Appreciations per 1 calls Complaints Appreciations Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 May 18 Jun 18 Jul 18 Aug 18 Sep 18 Incidents Reported Serious Incidents Verbal Aggression Over the Telephone Complaints and Appreciations September 218 shows an increase in the number of appreciations (from 14 to 19) being received whilst complaints have decreased from 21 in August 218 to 2. Incident Reporting There has been an decrease in the number of incidents reported since August 218, as well as a decrease from September 217. Patient Safety Incidents Moderate and Above as a proportion of all Patient Safety Incidents (Closed in Period) - Patient safety incidents reported moderate or above (1) represent 1.33% of patient safety incidents (75) closed in month. NB. There were changes to the way this is reported in August 218. Serious Incidents There were no serious incidents reported in September 218. Verbal Aggression towards Staff over the Telephone There has been no change to the number of incidents reported between September and August 218. Managers are educating and actively encouraging staff to raise reports. Staff reporting aggression are provided with support from their Team Leaders and with updates to any action being taken in response to their reports. 6

6 Operations Centre , 45, 4, 35, 3, 25, 2, 999 Call Demand 39,443 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 1% 95% 9% 85% 75% 999 Call Answer in 5 seconds 92.31% Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Change from same month last year Call Volume +.91% YTD change from last year -1.78% 217/18 218/19 217/18 218/19 Target Hear and Treat % 4.9% 5.2% Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 9% 8% 7% 6% 5% 4% 3% 2% 1% % Revalidation Outcomes - No Ambulance Dispatch (combined) 218/19 - volume 217/18 - % 218/19 - % % 15.4% 35% 3% 25% 2% 15% 1% 5% % Volume (by case) No Ambulance Dispatch % 7

7 Operations Centre , 9, 8, 7, 6, 5, 4, 3, 2, 1, 111 Call Demand 71,273 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 1% 95% 9% 85% 75% 111 Call Answer in 6 seconds 91.23% Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Change from same month last year YTD change from last year Call Volume +5.64% +6.14% 217/18 218/19 217/18 218/19 Target 111 Calls Referred to % 14% 12% 1% 8% 6% 12.78% 1.39% Referred to 999 Target Referred to 999 (Responded) Warm Transfers Clinical Contacts 1% 9% 6% 5% 4% 3% 2% 5.71% % 46.2% 42.4% 4% 2% % NHS 111 Target Total Clinician Calls (% of Calls triaged) Target (% of Calls answered) 8

8 Unscheduled Care Summary NEAS has maintained performance as the best placed Ambulance Trust for Cat 1 response times, however performance has deteriorated for each of the other categories both Mean and 9 th Centile. Our National Ranking for Cat 2 remains the same at 6 th position, although C3 has worsened to 8 th position for both Mean and 9 th Centile and we have dropped 1 place to 6 th for Cat 4 Mean since August. Response time performance is better than the national average for each category except Cat 2 Mean and 9 th Centile and Cat 4 9 th Centile. There has been a small increase in overall demand which is.3% higher than for the same month last year. See and Treat rates have decreased to 24.1% and NEAS continues to be below the England average for See and Treat outcomes. Whilst overall conveyance rates remain high compared to other Trusts (7.65%), only 59.2% of incidents were transported to an Emergency Department, with a high proportion of alternative locations used. Patient satisfaction levels have continued to improve with August s Friends and Family rating at 99.3%, the highest level reported in the past year. Average handover time has worsened to 15m 37s in September, with 62.1% of handovers completed within the 15 minute standard. Overall hours lost to handover have increased for the 4 th consecutive month. Handover to clear times (post-handover) have reduced to 19m 18s in September and there has been a decrease in the total hours lost to post-handover. There has been an increase in the proportion of incidents with long waits for each category since August. Performance for Cat 3 has reduced to Amber on the RAG rating with 3.5% of incidents waiting double the 9th Centile response standard in September. In May 218 NEAS decreased performance across a number of clinical indicators, including Cardiac Arrest ROSC, Survival to Discharge and Stroke; although improvements were in the STEMI indicators. NEAS National Ranking has decreased position for all Cardiac Arrest indicators and Stroke, however we have increased our position for both STEMI Mean and 9 th Centile where we are now ranked 1 st nationally. Key Actions: The Handover Task and Finish Group continues to focus on reducing handover to clear times. The 15 minute target is now embedded in staff appraisals and forms part of managers routine meetings with staff. The CARE platform is being rolled out allowing crews access to their individual performance information. Work to implement new rosters aligned to demand is on track with staff roadshows planned for October 218. Regular meetings with unions are scheduled to agree the core principles for the process. To support reductions in conveyance to Emergency Departments a new pathways team has been recruited to. This team will initially focus on reviewing existing pathways before working with commissioners and partners to map and agree alternatives. 9

9 Unscheduled Care Quality and Safety Oct-17 Oct-17 Nov-17 Nov-17 Dec-17 Dec-17 Jan-18 Jan-18 Feb-18 Feb-18 Mar-18 Mar-18 Apr-18 Apr-18 May-18 May-18 Jun-18 Jun-18 Jul-18 Jul-18 Aug-18 Aug-18 Sep-18 Sep-18 Our Patients Incidents Moderate or Above Complaints and Appreciations 2 25% % 15% % 1% % % Incidents Reported Moderate or Above Incidents Reported Moderate or Above as a proportion of Patient Safety Incidents Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Complaints Appreciations 2 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Incidents Reported Pt Incidents Reported Moderate or Above Serious Incidents Unscheduled Care FFT 1% 6 Violence/Assaults/Aggression 18 99% % 98% 97% 96% 95% 94% 93% % 91% 1 FFT Responses FFT % Recommending From August 218 calculated using Patient Safety Incidents closed in month Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 1

10 Unscheduled Care Response Times Category 1 Category 2 16: 1:: 14: 12: :5: 1: :4: 8: :3: 6: 4: 2: 9:58 9:48 1:17 1:51 1:22 1:36 5:53 5:5 6:3 6:19 6:8 6:11 :2: :1: :33:3 :34:1 :36:13 :37:4 :38:41 :41:18 2:26 16:46 16:52 17:39 19: 2:15 - Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 - Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Category 3 Category 4 4:: 4:: 3:3: 3:3: 3:: 3:: 2:3: 2:3: 2:: 2:: 3:41:53 1:3: 1:: :3: 2:45:22 2:51:52 2:33:28 2:17:46 1:58:26 1:57:1 :51:48 :51:12 1::7 1:9: 1:5:28 1:11:51 1:3: 1:: :3: 2:52:46 2:33:52 2:16:35 2:3:12 1:46:23 :48:32 :57:17 1:1:1 1:1:1 1:9:3 1:19:31 - Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 - Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 NEAS Mean NEAS 9 th Centile England Average Mean England Average 9 th Centile National Standard C1 - M C1-9th C2 - M C2-9th C3 M* C3-9th C4 - M C4-9th Variance from target -::49 -:4:24 :2:15 :1:18 :11:51 :51:52 - :41:53 Change from previous month ::3 ::14 :1:15 :2:37 :6:23 :18:24 :1:28 :49:7 National Ranking Position (out of 11) 1 st 1 st 6 th 6 th 8 th 8 th 6 th 11 6 th

11 Unscheduled Care Benchmarking EMAS IoW EoE EoE IoW NWAS SECAMB SCAS EMAS LAS YAS SWAS SCAS SECAMB LAS YAS SWAS NWAS WMAS WMAS 6:12 NEAS :13:39 NEAS EMAS IoW SWAS EoE EoE SECAMB NWAS EMAS YAS NWAS :2:15 NEAS SCAS LAS SWAS SECAMB YAS IoW WMAS SCAS LAS 1:37 WMAS NEAS 12: 1: 8: 6: 4: 2: : Category 1 Response Times - Mean response (min:sec) - September : 22: 2: 18: 16: 14: 12: 1: 8: 6: 4: 2: : Category 1 Response Times - 9th centile response (min:sec) - September England Target England Target 45: 4: 35: 3: 25: 2: 15: 1: 5: : Category 1T Response Times - 9th centile response (hour:min:sec) - September : 3: 25: 2: 15: 1: 5: : Category 2 Response Times - Mean response (hour:min:sec) - September England Target England Target 12

12 Unscheduled Care Benchmarking EMAS EoE SWAS SECAMB EoE EMAS NWAS 3:1:51 NEAS YAS SWAS :41:18 NEAS NWAS IoW IoW LAS LAS SECAMB SCAS SCAS YAS WMAS WMAS EoE SWAS SECAMB EoE EMAS SECAMB 1:15:56 NEAS YAS SWAS IoW NWAS 3:41:53 NEAS LAS NWAS SCAS SCAS YAS EMAS IoW LAS WMAS WMAS 2: 1: : 5: 4: 3: 2: 1: : Category 2 Response Times - 9th centile response (hour:min:sec) - September : 9: 8: 7: 6: 5: 4: 3: 2: 1: - Category 3 Response Times - Mean response (hour:min:sec) - September England Target England Target Category 3 Response Times - 9th centile response (hour:min:sec) - September Category 4 Response Times - 9th centile response (hour:min:sec) - September :: 3:3: 3:: 2:3: 2:: 1:3: 1:: :3: - 6:3: 6:: 5:3: 5:: 4:3: 4:: 3:3: 3:: 2:3: 2:: 1:3: 1:: :3: - England Target England Target 13

13 Unscheduled Care See and Treat/Convey , 3, Incident Demand 31,33 Change from same month last year Incident Volume.65% 25, YTD change from last year.32% 2, Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar 217/18 218/19 See and Treat See and Convey Apr May Jun 24.1% Jul Aug Sep Oct Nov Dec Jan Feb Mar 3% 25% 2% 15% 1% 5% % Apr May Jun 7.65% Jul Aug Sep Oct Nov Dec Jan Feb Mar 75% 65% 6% 55% 5% 218/19 - volume 217/18 - % 218/19 - % 218/19 - volume 217/18 - % 218/19 - % 14

14 Unscheduled Care Handovers Arrivals Hours Lost Arrivals and Time Lost to Handovers Arrivals Hours Lost to Handover Linear (Hours Lost to Handover) Turnaround (<3 Mins) 43% 42% 41.53% 41% 4.81% 4% 4.1% 39% 39.4% 38% 37.99% 37% 37.13% 36% 35% 34% 33% 32% 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 Sep-18 % Completed in 15 mins Hours Lost Average Handover (mins) Darlington Memorial 67.6% 114 :16:21 James Cook 45.7% 84 :17:2 NSECH 47.7% 349 :19:51 Queen Elizabeth 92.1% 6 :11:11 RVI 63.9% 86 :13:41 South Tyneside 57.2% 66 :16:1 Sunderland Royal 63.5% 93 :14:21 University Hsp of North Durham 61.6% 175 :17:6 University Hsp of North Tees 59.8% 62 :14:51 Trust 62.1% 138 :15:37 Post Handovers Sep-18 % Completed in 15 mins Hours Lost Average Post Handover (mins) Darlington Memorial 39.7% 148 :19:6 James Cook 43.8% 119 :17:2 NSECH 41.9% 36 :18:23 Queen Elizabeth 31.1% 24 :21:21 RVI 35.5% 29 :2:23 South Tyneside 36.1% 14 :19:53 Sunderland Royal 31.3% 38 :21:13 University Hsp of North Durham 4.% 211 :19:4 University Hsp of North Tees 46.7% 18 :17:3 15 Trust 38.5% 1838 :19:18

15 Unscheduled Care Long Waits 6% 5% 4% 3% 2% 1%.1%.3% 3.7%.1%.3%.1%.3% 4.8% 4.2%.2%.2% 2.7% Category 1.%.1%.%.1%.%.1% 3.6%.%.1%.%.%.1%.1%.%.1% 1.7% 1.9% 2.3% 3.1% 2.7% 3.6% RAG 3% 25% 2% 15% 1% 5%.7% 2.1% 1.1% 1.3% 4.8% 22.2%.7% 2.7% 15.1%.4% 1.6% 1.1% Category 2.7% 2.4%.2%.2% 14.2% 1.% 1.1%.3%.3%.2%.3% 1.2% 1.2% 1.2% 1.1% 7.3% 7.4% 7.9% 8.8% 9.3% 1.8% RAG % Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 % Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Category 3 RAG 3% Category 4 RAG 8.1% 25%.6% 2.% 6% 5% 4% 3% 2% 1% % 21.3% 2.% 9.1% 2.1% 2.3% 3.6% 7.1%.6% 7.3%.2%.1% 45.3%.1% 3.9% 2.6% 3.5%.2%.1%.1% 2.3% 25.4% 19.% 23.9% 1.2% 1.2% 1.5% 1.3% 9.9% 13.6% 18.6% 16.3% 19.4% Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 2% 15% 1% 5% % 5.4% 5.4% 17.3% 17.4%.2%.% 1.5%.2% 1.7% 1.4% 11.1% 1.1% 9.4%.%.% 2.9% 1.5%.%.3%.%.9% 1.%.%.8% 9.2%.2% 5.1% 6.1% 6.% 2.7% 12.% Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 16

16 Unscheduled Care Long Waits Distribution Category 1 Category Category 3 Category

17 Unscheduled Care Clinical Indicators Cardiac Arrest - ROSCs Cardiac Arrest Survival to Discharge 9% 6% 5% 6% 4% 5% 4% 3% 3% 2% 2% 1% 1% % Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 % Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 NEAS Overall NEAS Utstein England Overall England Utstein NEAS Overall NEAS Utstein England Overall England Utstein STEMI Stroke 1% 2:3 1% 1:3 9% 2:15 9% 1:25 6% 2: 6% 1:2 5% 1:45 5% 1:15 4% 3% 1:3 4% 3% 1:1 2% 1% 1:15 2% 1% 1:5 % Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 1: % Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 1: NEAS Care Bundle England Care Bundle NEAS PPCI 15 (Mean) England PPCI 15 (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 6 (Mean) Discharge Utstein 6 (9th Centile) PPCI 15 (Mean) PPCI 15 (9th Centile) May % 57.9% 1.1% 35.3% 1:13: 1:43: 1:4: 1:59: YTD 3.2% 67.4% 12.4% 42.1% 1:1: 1:4: 1:46: 2:2: National Ranking (out of 11) Clinical Ambulance Indicators (data produced in arrears) 8 th 4 th 7 th 4 th 7 th 3 rd 1 st 1 st

18 Unscheduled Care Late Finishes 19

19 Scheduled Care Quality and Safety Oct-17 Oct-17 Nov-17 Nov-17 Dec-17 Dec-17 Jan-18 Jan-18 Feb-18 Feb-18 Mar-18 Mar-18 Apr-18 Apr-18 May-18 May-18 Jun-18 Jun-18 Jul-18 Jul-18 Aug-18 Aug-18 Sep-18 Sep-18 Our Patients Incidents Moderate or Above Complaints and Appreciations 6 6% 5 5% % 1 3 3% % 2% 1% % 2 2 Incidents Reported Moderate or Above Incidents Reported Moderate or Above as a proportion of Patient Safety Incidents Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Complaints Appreciations Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Incidents Reported Pt Incidents Reported Moderate or Above Serious Incidents 1 Scheduled Care FFT Violence/Assaults/Aggression % 1% % % % 92% % 2 88% 1 FFT Responses FFT % Recommending From August 218 calculated using Patient Safety Incidents closed in month Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 2

20 Scheduled Care Timeliness Indicators Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Arrival Time performance has remained stable between August and September in terms of On Time arrivals, although there has been a decrease in Early Arrivals and an increase in Late Arrivals. There has been a small decrease in the performance for Collection within 6 minutes and Time on Vehicle, with both measures continuing to achieve local standard. The overall proportion of Completed Journeys has remained static for a number of months, although there has been a monthly decrease in the number of total completed journeys. Arrival Time Collection within 6 Mins 1% 1% 9% 6% 95% 9% 85% 86.2% 5% 4% 77.9% 75% 3% 65% 2% 6% 1% 55% % Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 5% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 On Time Early Arrival Late Arrival Collection within 6 Mins Time On Vehicle < 6 mins Completed Journeys 1% 9% 93.5% % 9% % 42 6% 4 5% 5% Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Time on Vehicle <6 Mins Completed Journeys - Total Completed Journeys - % 21

21 Scheduled Care Planned vs Same Day Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Completed Journeys - Same Day vs Planned Third Party Rate - Same Day vs Planned % 88% 86% 84% 6% % 5% % 75.9% 76% 74% 4% 3% % 2% 68% 1% Completed Journeys (Planned) Completed Journeys (Same Day) Completed Journeys (Planned) % Completed Journeys (Same Day) % There has been a decrease in the number of Completed Same Day Journeys as well as a small decrease in the proportion of Planned completed journeys. Third Party Rate performance has marginally increased for both Planned and Same Day journeys. % Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Third Party Rate (Planned) % Third Party Rate (Same Day) % 22

22 Waits Workforce Finance Performance Quality KPI Thresholds Key Performance Indicator Incident Reporting Trend Decrease Static Increase % Incidents reported moderate or higher >7% 5% - 7% <5% Our Service Key Performance Indicator 999 Calls answered in 5 seconds National <9% 9%-95% >=95% PTS Calls answered in 6 seconds Internal > 111 Calls answered in 6 seconds Contractual <9% 9%-95% >=95% Serious Incidents 1 NA Assaults on Staff (Sched & Unsched) 1 NA FFT 85%> C1 Mean C1 9 th Centile National >:7:43 National >:16:31 >:7:1 <:7:42 >:15:1 <:16:3 <:7: <:15: Data reported 4 months in arrears Cardiac Arrest Survival Utstein Stroke FAST 6 9th Centile STEMI PPCI 15 9th Centile Key Performance Indicator National <25% National National > 21 Mins >18 Mins <=25.1% <3% >181 Mins <29 Mins >151 Mins <179 Mins >3% <18 Mins <15 Mins Capital service capacity (times) <1.25 C1T 9 th Centile C2 Mean C2 9 th Centile C3 9 th Centile C4 9 th Centile National >:33:1 National >:19:49 National >:44:1 National >2:2:1 National >3:3:1 >:3:1 <:33: >:18:1 <:19:48 >:4:1 <:44: >2::1 <2:2: >3::1 <3:3: <:3: <:18: <:4: <2:: <3:: Liquidity days <-14 Hear and Treat (ARP AQI) Local 1-3% 4-7% 7-11% I&E margin 1% % -1% <=-1% See and Treat (ARP AQI) No Target I&E margin: distance from plan % -1% -2% <=-2% Agency spend cap % > or = % %-25% Key Performance Indicator 25%- 5% Use of Resources Rating (SOF) 1. >5% See and Convey (ARP AQI) No Target See and Convey to ED (ARP AQI) National <53.% >53>57% >57.% See and Convey to Non ED(ARP AQI) Average Handover to Clear (mins) No Target National >:2: >:2: <:15: <:15: Sickness Local >8% 5-8% <5% Downtime Hours (Unscheduled Care) No Target Vacancy Rate Local Time on Vehicle < 6 mins (Sched Care) Contractual < -9% >9% Turnover Rate Local 1.25% Statutory and Mandatory Training Compliance Local <9% 9 95% 95%> Appraisal Compliance Local <9% 9 95% 95%> On time arrival (Sched Care) Contractual <75% 75%- > Collection within 6 mins (Sched Care) Contractual < -85% >85% Key Performance Indicator Long Waits National >3% exceeding triple >6% exceeding double >1% <3% exceeding triple <1% <3% exceeding double 23 <1% exceeding triple <3% exceeding double