THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST. Board Paper - Cover Sheet. Nursing & Patient Services Director

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1 THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST Board Paper - Cover Sheet Date: 22 nd June 2017 Lead Director National Survey of Inpatients 2016 Nursing & Patient Services Director Agenda Item A5(iv) Report Author Classification Helen Lamont, Nursing and Patient Services Director Caroline McGarry, Patient Experience and Involvement Officer NHS Unclassified Purpose (Tick one only) Approval Discussion For Information Links to Strategic Objectives Links to CQC Domains/ Fundamental Standard(s) Identified Risk? (If yes, risk reference) Resource Implications Legal implications and equality and diversity assessment Benefit to patients and the public Report History Next steps To put patients and carers at the centre of all we do and to provide care of the highest standard in terms of both safety and quality. To continue to be recognised as a first-class teaching hospital, counted amongst the top 10 in the country, which promotes a culture of excellence, in all that it does. Regulation 9, 10, 16. CQC Domains responsive to people s needs, well led and effective. No. No additional resource implication. This paper does not highlight any specific equality and diversity implications. Work is ongoing to analyse data in relation to protected characteristics where this is available although the sample size is relatively small so reliable data for each protected characteristic may not be available. The results will be reported to the Equality, Diversity and Human Rights Working Group. Provides assurance that the Trust takes part in the national patient survey programme and responds to the results. Demonstrates culture of continuous improvement. Initial results from the Picker Institute were reported to the Board in the quarterly Patient Experience Board paper in February This paper summarises the results of the CQC benchmark data from the national inpatient survey published by the CQC on 31 st May To read, discuss and approve this paper and the actions being taken to disseminate the results and identify areas for action.

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3 Agenda Item A5(iv) THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST NATIONAL SURVEY OF INPATIENTS 2016 CARE QUALITY COMMISSION (CQC) BENCHMARK DATA EXECUTIVE SUMMARY This briefing provides an update for the Trust Board in relation to the latest results of the Care Quality Commission National Patient Survey of Inpatients 2016 benchmark results which were published on 31 st May 2017 on the CQC website. The NHS Patient Survey Programme, managed by the Care Quality Commission (CQC) is intended to be a mechanism for making the NHS more patient focused and provides a quantifiable way of measuring and achieving this. The Trust s National Patient Survey of Inpatients was undertaken by Picker Institute Europe in Autumn 2016, with the initial results received in January/February This paper provides further details following publication of the Care Quality Commission benchmark data on 31 st May The paper demonstrates: - The Trust performed better than other Trust in 22 of the 65 questions and has improved significantly in one area compared to the 2015 survey. - The Trust does not score worse than other Trusts in any question although the results have significantly worsened in seven questions. - The Trust very favourable performance when compared to the local Trusts and Trusts in the national peer group. RECOMMENDATION To i) receive the briefing and acknowledge the positive findings of the CQC benchmark data published on the CQC website on 31 May Helen Lamont Nursing and Patient Services Director Caroline McGarry Patient Experience and Involvement Officer 12 th June 2017

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5 Agenda Item A5(iv) THE NEWCASTLE UPON TYNE HOSPITALS NHS FOUNDATION TRUST NATIONAL SURVEY OF INPATIENTS 2016 CARE QUALITY COMMISSION (CQC) BENCHMARK DATA 1. BACKGROUND The NHS Patient Survey Programme, managed by the Care Quality Commission (CQC) is intended to be a mechanism for making the NHS more patient focused and provides a quantifiable way of measuring and achieving this. The Trust s National Patient Survey of Inpatients was undertaken by Picker Institute Europe in Autumn 2016, with the initial results received in January/February This paper provides further details following publication of the Care Quality Commission benchmark data on 31 st May The data compares the standardised results of the inpatient survey in this Trust with the results for other Trusts. The data is available on the CQC website ( which states that the results of the national surveys help assess NHS performance and are used for regulatory activities such as registration, monitoring ongoing compliance and reviews. The paper demonstrates: - The Trust performed better than other Trust in 22 of the 65 questions and has improved significantly in one area compared to the 2015 survey. - The Trust does not score worse than other Trusts in any question although the results have significantly worsened in seven questions. - The Trust very favourable performance when compared to the local Trusts and Trusts in the national peer group. 2. OUTCOME OF THE INPATIENT SURVEY Overall national results Nationally, the CQC report that the results from the 77,850 participants show that there have been small, but statistically significant improvements in a number of questions, compared with results dating back to the 2006, 2011 and 2015 surveys. This includes patients perceptions of: the quality of communication between medical professionals (doctors and nurses) and patients the standards of hospital cleanliness quality of food However, the results also indicate that the results of some questions have been less positive. This includes patients perceptions of: being involved in decisions about their care and treatment information sharing when leaving hospital waiting times support after leaving hospital 1

6 2.2 The benchmark data shows how the Trust scored for each question in the survey, compared with the range of results from all other trusts (149 trusts) that took part. It uses an analysis technique called the 'expected range' to determine if the trust is performing 'about the same', 'better' or 'worse' compared with other trusts. 2.3 The Trust performs about the same as other trusts in 43 of the 65 questions. 2.4 The Trust performs better than other trusts in 22 questions. These questions were: How clean were the toilets or bathrooms that you used in hospital? Did you get enough help from staff to wash or keep yourself clean? Did you get enough help from staff to eat your meals? When you had important questions to ask a doctor, did you get answers that you could understand? When you had important questions to ask a nurse, did you get answers that you could understand? Did you have confidence and trust in the nurses treating you? In your opinion, did the members of staff caring for you work well together? Did you find someone of the hospital staff to talk to about your worries and fears? Do you feel that you got enough emotional support from hospital staff during your stay? Were you given enough privacy when discussing your condition or treatment? Do you think the hospital staff did everything they could to help control your pain? After you used the call button, how long did it usually talk before you got help? Did you feel you were involved in decisions about your discharge from hospital? Were you given enough notice about when you were going to be discharged? Did you get enough support from health or social care professionals to help you recover and manage your condition? When you left, hospital, did you know what would happen next with your care? Did a member of staff explain the purpose of the medicines you were to take at home in a way you could understand? Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left hospital? Did hospital staff discuss with you whether additional equipment or adaptations were needed in your home? Did hospital staff discuss with you whether you may need any further health or social care services after leaving hospital? 2

7 Overall, did you feel you were treated with respect and dignity while you were in the hospital? During your time in hospital did you feel well looked after by hospital staff? 2.5 The scores have shown a significant improvement since 2015 for one question: Did you ever share a sleeping area with patients of the opposite sex? 2.6 The Trust did not score worse than other trusts in any questions but the score is significantly lower than the 2015 score in seven questions: While you were in the A&E Department, how much information about your condition or treatment was given to you? Were you given enough privacy when being examined or treated in the A&E Department? Were you ever bothered by noise at night from other patients? Were you ever bothered by noise at night from hospital staff? Did doctors talk in front of you as if you weren t there? In your opinion, were there enough nurses on duty to care for you in hospital? Were you involved as much as you wanted to be in decisions about your care and treatment? 3. DATA FOR OTHER TRUSTS Individual results for all NHS Trusts which took part in the survey are also published on the Care Quality Commission website ( The information published by the Care Quality Commission includes the results by section and question, of the survey questionnaire as well as one of three statements Better (Green), About the same (Orange) or Worse (Red). 3.1 With regard to the Trust performance against others the Trust performs well compared with national peer group Trusts. This Trust scores Better than other Trusts in four sections of the survey. All but one of the other national peer group Trusts score Average for all sections the only Trust with just one category classed as Better than average is Cambridge scoring Better than average for Doctors 3.2 With regard to local Trusts The highest performing Trust is Northumbria with five categories scoring in the Better than average category. Gateshead score Better than average in one category (A&E Department) and South Tyneside in one (Waiting list/planned admission). The remaining Trusts all score within the Average range. 3.3 Compared to the last survey in 2015, it is disappointing to note that this Trust s score for both Doctors and Nurses has fallen from the Better than average to Average category. The score for Overall views has improved from Average to Better than average. The following tables show the performance across the sections for the surveys for local Trusts and Trusts in the national peer group. These tables demonstrate that 3

8 this Trust is the leading performing trust with regard to patient experience in the national peer group. 4

9 3.4 Comparison of sections in the National Inpatient Survey 2016 Local Trusts Trust NUTH Northumbria Healthcare NHS FT City Sunderland Gateshead Health North Tees and Hartlepool South Tees Hospital County Durham and Darlington South Tyneside North Cumbria Category Score out of 10 and overall performance against other trusts (orange average, green better than other trusts, red worse than other trusts) A&E Department Waiting list / planned admissions Waiting to get to a bed on the ward The Hospital and Ward Doctors Nurses Care and treatment Operations and procedures Leaving hospital Overall views Overall experience

10 3.5. Comparison of sections in the National Inpatient Survey 2016 National peer group Trusts Trust NUTH University Birmingham Cambridge University Central Manchester University Guy s and St Thomas s Imperial College Healthcare Oxford University Sheffield Teaching University College King s College Category A&E Department Waiting list / planned admissions Waiting to get to a bed on the ward The Hospital and Ward Score out of 10 and overall performance against other trusts (orange average, green better than other trusts, red worse than other trusts) Doctors Nurses Care and treatment Operations and procedures Leaving hospital Overall views Overall experiences

11 5. ACTIONS The findings of the Inpatient survey and the corresponding CQC benchmark report will be reviewed in conjunction with other sources of patient feedback, in order to identify any issues that need to be improved and consider what actions can be taken to improve subsequent results of subsequent surveys. In addition, targeted results are being presented to specific staff forums such as Matrons forums and CPG as well as a presentation of the results by the Picker Institute on 26 th June which is open to all staff. 6. RECOMMENDATION To i) receive the briefing and acknowledge the findings of the CQC benchmark data published on the CQC website on 31 st May Helen Lamont Nursing and Patient Services Director Caroline McGarry Patient Experience and Involvement Officer 12 th June