QUARTER 4 PATIENT EXPERIENCE REPORT 2015/16 PRODUCED BY: JANETTE BIGFORD

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1 Adults and Community Division QUARTER 4 PATIENT EXPERIENCE REPORT 2015/16 PRODUCED BY: JANETTE BIGFORD Patient Experience Lead Produced by J Bigford April 2015 Page 1 of 20 Common Drive/Patient Experience/Reports/A&C/2014

2 1. Patient Experience CQuINs 2014/15 Friends and Family Test (FFT) The 2014/15 Patient Experience CQuINs were as follows: a) Increase the percentage of discharged inpatients asked the FFT question CQuIN required that at least 25% of patients were asked the FFT question on discharge by end of Quarter 1, rising to 30% by the end of Quarter 4. During Quarter 4, 60.3% of patients (or their carers where patients are unable to participate) were surveyed. Outcome CQuIN Achieved. Overall, during April 2014 and March 2015, 60% of patients responded to the FFT question at discharge. The Friends and Family Test was also used to calculate a Net Promoter Score (NPS) for each Ward / Unit each month. Page 17 shows the average Net Promoter Score (NPS) on a month by month basis. Note: The NPS is the percentage of Promoter Scores MINUS the percentage of Detractor Scores. The Passive Scores are not included in the equation. RAG Rating for NPS for 2014/15 was: Score 65+ = Green, Score 60 to 64 = Amber Score 59 and below = Red An action plan for the Inpatient CQuIN discharges is shown as Appendix 1. b) Phased implementation of Friends and Family Test to all community services CQuIN required that by October 2014, all community services included the FFT question in their patient experience surveys. Since April 2014, the FFT question was gradually rolled out across all services and is now routinely collected. Outcome CQuIN Achieved. An action plan following this year s patient experience surveys (Communitybased) is shown as Appendix 2. Produced by J Bigford April 2015 Page 2 of 20 Common Drive/Patient Experience/Reports/A&C/2014

3 2. New National Guidance for FFT effective January 2015 The NPS will not be required for 2015/16. Instead, this has been replaced by: % of patients who would recommend (a combination of Extremely likely and Likely responses And % of patients who would not recommend (a combination of Unlikely and Extremely unlikely responses) The Passive responses of Neither likely nor unlikely are not included in the percentages, and neither are Don t know responses. Data must be submitted (via Unify 2) on a monthly basis, grouped into the following submission categories and all FFT feedback is now mapped accordingly: Community inpatient services inpatients Community Nursing services e.g. District Nursing, Community Matrons, Case Management, Long-term Conditions Rehabilitation and Therapy Services e.g. Physiotherapy, Occupation Therapy, Podiatry, Adult Speech and Language Therapy, Osteopathy, Rehabilitation Specialist Services e.g. Dietetics and Nutrition, Phlebotomy (blood), Diabetic Retinal Screening, Sexual Health and Contraceptive Services, Amputee and Prosthetic, Pain Management, Smoking Cessation, Community Dental Services, Falls Prevention Children and Family Services e.g. Children s Community Nursing, Children s Physiotherapy, Children s Speech and Language Therapy, Paediatric Medical Services Community Healthcare Other e.g. Walk-in-Centres, Minor Injury Units, Public Health Services, GP out-of-hours Produced by J Bigford April 2015 Page 3 of 20 Common Drive/Patient Experience/Reports/A&C/2014

4 The new guidance will mean that the Trust will need to submit monthly data to NHS England that include at least: The number of responses in each category (i.e. Extremely Likely to recommend, Likely, Neither likely nor unlikely, Unlikely, Extremely unlikely, Don t Know) The number of responses collected by each method (i.e. via ipad, paper questionnaire, Telephone questionnaire etc.) The total number of individual people treated during that month 3. Overall, Inpatient satisfaction ratings Inpatient services are also monitored on feedback from the following question: Overall, how would you rate your experience of this ward / unit? The table below shows the percentages based on feedback for quarter 2, quarter 3 and quarter 4. Excellent or Very Good Q2 82% 363 patients Q % 229 patients Q4 76% 346 patients Good 14.5% 64 patients 14.68% 43 patients 17.8% 81 patients Fair / Poor / Very poor 15.5% 15 patients 6.48% 19 patients 6.2% 28 patients Based on the FFT, 92.62% would recommend to friends and families, during 2014/15. Produced by J Bigford April 2015 Page 4 of 20 Common Drive/Patient Experience/Reports/A&C/2014

5 4. COMMUNITY BUSINESS UNIT Patient Experience Surveys 2014/15 Service Number of responses NPS DN Evenings % % Overall Satisfaction Very good to Excellent Responses for Overall satisfaction other than Very Good to Excellent Falls % 10% good Pulmonary % Rehab Therapy Hub % 26% good Tissue Viability % 2% good, 2% poor Respiratory % AA/AD IMT % 16% good Continence % 5.1% good 0.9% fair 0.9% poor Continence % 5% good (Stoma) Respiratory % 5% good Rapid Response % 9.7% good 4.3% fair Lymphoedema % 2% good S&LT % 2% good Stroke % 4.8% good Complex Care % 23.7% good 5.3% fair, 2.6% poor CKD % 14.7% good 1.3% fair Diabetes % 1.6% good Cardiac Services % 4.9% good Produced by J Bigford April 2015 Page 5 of 20 Common Drive/Patient Experience/Reports/A&C/2014

6 5. SPECIALIST BUSINESS UNIT Patient Experience Surveys 2014/15 Service Dietetic Nutrition Support Number of responses NPS % Overall Satisfaction Very good to Excellent Responses for Overall satisfaction other than Very Good to Excellent % 12% good Dietetic Primary % 18.5% good 6.2% fair Dietetic Paediatric % 15.2% good 2.66% fair Sickle Cell and Thalassaemia % 8% good 9.7% fair Podiatry % 11.65% 2.12% 0.21% poor 0.21% poor Parkinson s % MSK % 2.83% good 0.81% fair Smoking Cessation % 1.5% good ATS % 2.4% good 1.1% fair Smoking Call Centre % 2% good Produced by J Bigford April 2015 Page 6 of 20 Common Drive/Patient Experience/Reports/A&C/2014

7 6. Customer Services (Formerly PALS) During Quarter 4, the Customer Services Line dealt with 437 calls on behalf of the Division. The graphs at the end of this report show the breakdown of calls received. Customer Services are now the first point of contact for service users who may want to pursue a complaint (complaints triage). The Customer Services Officers attempt to resolve such concerns before reaching a formal complaint situation. A more detailed list of calls to the Customer Service Line is sent to individual service leads on a monthly basis. The following Charts show: The Type / Category of calls received between July 2013 to March 2015 The total number of calls per quarter The total number of calls per service and Business Unit Produced by J Bigford April 2015 Page 7 of 20 Common Drive/Patient Experience/Reports/A&C/2014

8 Key Themes from Customer Service (PALS) Calls January to March 2015 The themes for this quarter are similar to previous quarters: Top 3 categories (March 2015) 1. District Nurses calls related to obtaining continence products and contacting the 56 District Nurses via telephone 2. MSK calls related to the telephone system for booking appointments 36 Total 3. Podiatry - calls related to the telephone system for booking appointments, or patients using an incorrect telephone number by mistake 25 Actions Taken (Including date completed) District Nurses following up calls re continence to resolve matters for patients. Customer Services made contact with the District Nursing Service on behalf of patients. Patients given SPA number and process explained for future use - on day of call depending on complexity of enquiry Podiatry contacted Administrator who arranged for operator to contact callers to arrange appointments on day of call. Discussed issues relating to answerphone message, contacted project lead who has been in conversation with telephony company in order to rectify this issue. MSK contacted Supervisor who arranged for operator to contact callers to arrange appointments on day of call. Discussed issue with project lead for new Central Booking Service. New software is going to be installed to help alleviate current problem should be middle/end March Where have lessons learnt & actions taken been cascaded to? Team Leaders/Supervisors Produced by J Bigford April 2015 Page 8 of 20 Common Drive/Patient Experience/Reports/A&C/2014

9 Number of calls per type Info/Advice Complaint Comment Compliment Concern July to Sept 2013 Oct to Dec 2013 Jan to March 2014 Apr to June 2014 July to Sept 2014 Oct to Dec 2014 Jan to March 2015 Produced by J Bigford April 2015 Page 9 of 20 Common Drive/Patient Experience/Reports/A&C/2014

10 Total number of Customer Service Calls per quarter Apr to June 2012 July to Sept 2012 Oct to Dec 2012 Jan to Apr to June March July to Sept 2013 Oct to Dec 2013 Jan to Apr to June March July to Sept 2014 Oct to Dec 2014 Jan to March 2015 Reports/A&C reports/2014 Page 10 of 20

11 Community Business Unit Customer Service Calls April to June July to Sept Oct to Dec Jan to March Reports/A&C reports/2014 Page 11 of 20

12 Specialist Business Unit Customer Services Calls Oct to Dec 2014 Jan to March MSK Ortho Triage Pain Dietetic Podiatry Parkinson's Reports/A&C reports/2014 Page 12 of 20

13 Inpatients Customer Services Calls Oct to Dec 2014 Jan to March MHH IP Norman Power Perry Tree WHH IP Sheldon Reports/A&C reports/2014 Page 13 of 20

14 NHS Choices feedback January to March 2015: Quarter No. New Reports Q Key Themes and Learning-Q3 5 star care Ward 7 I recently spent just over a week in Ward 7 rehabilitating from a total hip replacement at ROH. I have a phobia about hospitals and it was with a great deal of misgiving that I decided that I had to just do it and have the operation! My experience of Moseley Hall was extremely positive. All the staff (particularly the nurses and physios) were so supportive, encouraging and friendly, and whilst extremely busy, always had time to explain procedures and made sure that patients concerns and needs were addressed. My admiration goes out to you all for managing to do your jobs so well and with humour too. The only concern which I have is the catering company s supply of low sugar squash at meal times. This contains the very questionable additive Aspartame which is a chemically produced sweetener whose use is causing a great deal of concern in many quarters. Whilst it is still legal for use in the UK, its history suggests that it far from safe and perhaps it may be prudent for the caterers to source a squash with a natural sweetener such as Stevia or Xylitol? Other than that, all I can say is a very big thank you for looking after me so well and I am well on the road to recovery thanks to your care Dissemination of Learning Via patient safety & experience Catering Manager informed re ordering of Squash. Wards are able to order alternatives Reports/A&C reports/2014 Page 14 of 20

15 Star care Ward 7 Received excellent attention, the staff were very helpful and I couldn't have asked for any better care. thank you so much to everyone on Ward Star care Ward 5 Jan 2015 Jan The staff on ward 5, were extremely caring, helpful in caring for my Mother..The ward was always clean, patients were treated with dignity. Ward 14 WHH Mom was admitted into Ward 14 after surgery. Family unhappy with care and attitude of some staff. A total lack of communication between staff and families. My mother and family have strongly declined returning to the hospital. Sheldon Unit Palliative Care My mother-in-law passed away last Monday at the Sheldon Unit and I cannot thank all the staff there enough for their courtesy and professionalism. Her last few weeks were made very comfortable and she was treated with compassion and great care whilst she was there. She was always clean, well cared for and treated kindly - despite her being confused she said herself that the staff looked after her well and the food and the place were lovely. Thank you all again for putting our minds at rest knowing she was comfortable and well cared for, it meant a lot. 1 star Moseley Hall Hospital Car Parking I'm shocked, angry and extremely disappointed in the lack of parking facilities. Can I recommend that you cut back on the overgrown shrubs/trees and provide some? I'm sure patients would prefer to look at a visitors face, than some dead bushes! Alternatively try Response logged and family offered opportunity to discuss concerns with Patient Experience Manager and Matron Staff employed to monitor car parking at busy times Reports/A&C reports/2014 Page 15 of 20

16 staggering / limiting visiting to an hour, it just needs some organisation, which is currently clearly lacking...# Sheldon Unit Palliative Care Both my Father and Grandmother spent the last few weeks of their lives at The Sheldon Unit and my children's paternal Grandfather is currently resident here. I can honestly say that I have experienced the best nursing care I have ever seen during my very sad times here. All members of staff are courteous, even down to the manner in which they answer every phone call. They treat their patients with the upmost dignity & respect, despite the stage at which they may be in their illness. Even at the very end, when my father was not really conscious any longer, he was shaved, had his teeth cleaned, spoken to and considered at every stage of his care. Rooms are clean and pleasant, the overall shared environement and garden areas provide a lovely place to sit with your family where possible. We were given the time and space to deal with the inevitable when it happened. Dad wasn't eating much but when he asked for a corned beef sandwich, he got a corned beef sandwich! Little things like that make such an enormous difference. I'm fairly certain that you have to be a special kind of person to dedicate yourself to palliative care and certainly the staff here are super-special. My eternal gratitude to all staff and managers of this facility. Reports/A&C reports/2014 Page 16 of 20

17 Net Promoter Score (NPS) This score is calculated from the responses to the friends and family test. It is the percentage of patients who would be extremely likely or likely to recommend, minus the percentage of those who would be unlikely or extremely unlikely to recommend. Those who were neither likely nor unlikely to recommend are excluded from the calculation. A score of 65 and above is considered good. The NPS will not be used nationally after March Trend of Overall Inpatient Net Promoter Score Reports/A&C reports/2014 Page 17 of 20

18 Trust Annual Plan 2015/16 Patient Experience Priorities 1. Move to recording and reporting the new Friends and Family Test to replace the Net Promoter Score 2. Maintain a Trust-wide Friends and Family Test recommendation of 85% and above 3. Undertake at least one full patient story each month, and utilise patient stories to measure and improve services 4. Present information on changes made as a result of patient feedback through You said, we did boards in all relevant Trust premises and on the Trust website 5. Develop and implement the Patient Experience Dashboard for staff to access data in a timely way Expansion of Meridian Patient Experience Software The Meridian system is used to collate and evaluate patient experience feedback. It is now intended, over the next 12 months, to extend its use out to Service Leads, e.g. Passwords to be provided to Service Leads, to enable direct access to most recent information Linked actions can be set which will automatically generate an to a Service Lead should their service receive an Unlikely to recommend response, enabling the lead to open that record and see the feedback immediately Reports/A&C reports/2014 Page 18 of 20

19 APPENDIX 1 - Quarter 1 DISCHARGED PATIENTS baseline action plan end Q1, and reviewed end of each quarter Issue / patient comments Proposed action By who Progress Some comments received about staff attitude / friendliness a) Continue the delivery of the icare (patient experience programme) prioritising specific wards/units where this has been mentioned b) Raise the profile of the Dignity Champions, as a voice to deliver a short presentation on good practice Patient Experience Team/Clinical Team Leaders Dignity in care agenda continuing lead by the Safeguarding Adults Team Dignity in Care Training video produced icare training continues to be delivered to all wards and Units as part of an ongoing rolling programme this is tailored to specific themes or ward issues Dignity Champions identified in majority of teams Ongoing Dignity DVD launched Sept Cs training continues to be rolled out across the Trust to embed Noise and responsiveness at night c) Action Learning / Reflection with wards as required Night time audit group reestablished Matrons Patient Experience Induction Programme refreshed December 2014 Ongoing Night staff and Day staff now rotate CTLs Complaints discussed with night staff (Ward 5 MHH). CTL doing ad hoc night shifts Issues raised at ward staff meetings CTLs CTLs Senior Nurse on nights monitoring Senior Nurse Janette Bigford, Patient Experience Lead, Nov 2014

20 Communication issues mentioned on one or two wards Examine how individual members of the ward team communicate CTLs / Patient Experience Team Communication is included as part of the icare training Patient Activities alleviate boredom Still getting comments regarding lack of activities Matrons / Inpatient Managers Therapy options (e.g. EXTEND) offered Other activities offered locally on wards / units Provision of activities still being explored Food Mostly commented upon at Community Unit 29 Heartlands (Ward since closed), but also mentioned on some other wards To be discussed Catering Managers Any food related comments forwarded to Catering Manager Elaine Burgoyne CTL Housekeepers reminded to: offer patients the portion sizes they require, and offer cultural options Staffing levels Patients perceiving the need for more staff Recruitment continuing Additional staff now available due to Safer Staffing funding General Managers Recruitment Open Days On going Janette Bigford, Patient Experience Lead, Nov 2014

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