NHS Kernow - Disclosure log Freedom of Information requests December 2015
Contents Clinical management... 3 FOI50110 - Safe staffing... 3 Contracts... 4 FOI50260 - Commissioner requested services... 4 FOI50160 - CQUINs care homes... 4 FOI50050 - Googlefit... 5 FOI50240 - GP federations... 5 FOI50070 - NHS111 and OOH... 6 FOI50220 - Out of hours service... 7 FOI50100 - OOH services... 8 FOI50230 - Patient transport... 8 FOI50180 - Patient transport... 10 Individual funding requests... 11 FOI50190 - IVF... 11 FOI50010 - IVF... 12 Mental health... 13 FOI50250 - Early intervention in psychosis... 13 FOI50060 - Residential and nursing care placements... 15 Organisation... 16 FOI50150 - Executive members of staff... 16 Prescribing & pharmacies... 17 FOI49990 - Vitamin D guidelines... 17 Appendix - FOI50180 - Patient transport... 18 The information supplied to you continues to be protected by the Copyright, Designs and Patents Act 1988. You are free to use it for your own purposes, including any non-commercial research you are doing and for the purposes of news reporting. Any other re-use, for example commercial publication, would require the permission of the copyright holder. Most documents supplied by NHS Kernow Clinical Commissioning Group will have been produced by local officials and will be our copyright. Information you receive which is not subject to our copyright continues to be protected by the copyright of the person, or organisation, from which the information originated. You must ensure that you gain their permission before reproducing any third party information. 2
Clinical management FOI50110 - Safe staffing Date received: 09/12/2015 1. What evidence-based tool(s) do you use to measure or manage safe nurse/ midwife staffing levels? 2. What indicators do you use to assess safe nurse / midwife staffing levels in your Trust? a) Staffing specific indicators overall average percentage of planned day and night for nursing and care staff in hospital(s) which are filled staff WTE % turnover staff WTE vacancies staff % sickness levels nursing hours per patient day (NHPPD) Other, please specify. b) Care quality indicators Summary hospital-level mortality index (SHMI) Hospital standard mortality ratio (HSMR) Bed occupancy rates Readmission rates Readmission rates with related condition Readmission rates with unrelated condition. No. of healthcare associated infections (HCAIs) reported No. of hospital acquired pressure ulcers reported - Grade 4, Grade 3, Grade 2 and Grade 1 Total No. of falls reported No. of those falls reported which resulted in harm Other quality clinical outcomes reported, please specify: 3. Staffing levels a) Please answer the following questions? b) How many day time shifts on general acute wards operate with an average of more than 8 patients per RN each month since July 2014? c) What is the trust adult acute daytime average RN: patient ratio achieved (not scheduled) for Monday to Friday and for Saturday and Sunday? d) Can you provide the average NHPDD on acute wards for June 2015 e) What is outcome data used /presented at board level? A. NHS Kernow does not hold the information you have requested. Please note, NHS Kernow commissions, not provides services. We are therefore unable to answer these questions. You may be able to source this information from the following: Cornwall Partnership Foundation Trust: cpn-tr.freedomofinformation@nhs.net. Peninsula Community Health: pch.foi@pch-cic.nhs.uk Plymouth Hospitals Health Trust: plh-tr.foi-requests@nhs.net Royal Cornwall Hospitals NHS Trust: foi.rcht@cornwall.nhs.uk 3
Contracts FOI50260 - Commissioner requested services Date received: 29/12/2015 1. Please specify which services that are currently provided by each NHS Foundation Trust with whom you contract and which are designated as Commissioner Requested Services at that trust, will not be so designated on completion of that process. (If the process has already been completed, please specify the services that have not been so designated.); A. None of the acute providers that we are lead commissioner for are foundation trusts. The adult community services contract under PCH were designated as a commissioner requested service. We commission mental health, learning disabilities and children s services with Cornwall Partnership Foundation Trust, which is a foundation trust; in line with Monitor Guidance services identified as mandatory services within the trust s terms of authorisation were automatically classified as Commissioner Requested Services until 31 March 2016. This process of automatic classification of mandatory services to Commissioner Requested Services is known as grandfathering. 2. Explain why you have decided, or will decide, not to designate those services as Commissioner Requested Services; 3. inform me where those services will be available in the future. A. NHS Kernow does not have any plans, at this time, to change the designation of these services however; we are considering our position with regard to Commissioner Requested Services beyond 31 March 2016. FOI50160 - CQUINs care homes Date received: 14/12/2015 1. What are your specific quality criteria for issuing CQUIN payments to independent (private and charitable) care homes from whom you commission healthcare services for this financial year 2015/16 for: a) Care homes for people with learning disabilities? b) Care homes for older people? A. NHS Kernow does not currently commission CQUINs with care home providers and therefore, does not hold the information you have requested. 2. How many care homes with whom you commissioned healthcare services received a CQUIN payment during 2014/15 for: a) Care homes for people with learning disabilities b) Care homes for older people 4
Please express both answers 2A) and 2B) as a % of the total number of homes with whom you commissioned healthcare in 2014/15. A. NHS Kernow does not currently commission CQUINs with care home providers and therefore, does not hold the information you have requested. 3. If you do not pay CQUINs as a matter of policy to care homes please explain why. A. NHS Kernow recognises quality as part of their payments for services to care homes and expect quality of services to be delivered as part of the standard contract performance. There is currently no mandate for CCGs to offer a separate CQUIN to all providers when using a NHS Standard Contract. FOI50050 - Googlefit Date received: 07/12/2015 1. Within the CCG, Is it currently possible for patients to contribute information from their Apple HealthKit or Google Fit to the personal health record held by their GP? 2. If so, how many patients are currently contributing health data from Apple HealthKit or Google Fit to their personal health records? 3. Has the CCG looked into the possibility of integrating data from Apple HealthKit or Google Fit into patients health records in future? A. NHS Kernow does not hold the information you have requested. GP practices select their own IT systems and how they use them. NHS England commissions GP services. To obtain contact details for individual GP practices, please redirect your question to NHS England s FOI team at england.contactus@nhs.net FOI50240 - GP federations Date received: 23/12/2015 1. I would like to make an information request about the GP networks operating within your CCG. By GP network I am referring to the following or similar types of organisations: a) Collaborations - Involving two or more practices working together b) Alliance A union of GP practices formed for mutual benefit A. NHS Kernow does not hold the information you have requested as it does not commission GP services. NHS England, which commissions GP services, may have the information you have requested. Please contact england.contactus@nhs.net. 5
You may also find the information you require on Kernow Health CIC s website, which is a provider organisation of primary care in Cornwall and the Isles of Scilly. Its website is www.kernowhealthcic.org.uk. Alternatively, Cornwall Local Medical Council may be able to help: www.kernowlmc.co.uk. c) Federation An organization or group of practices which have some degree of internal autonomy A. NHS Kernow is working with two GP federations: Kernow Health CIC and Cornwall Health. Cornwall Health is a consortium, led by Devon Doctors with Kernow Health. It holds a contract to provide Cornwall s out of hours GP service from 1 June 2015. Kernow Health is a Community Interest Company owned by the GP practices of Cornwall. Kernow Health is a part of Cornwall Health and also one of the three partners in the recently successful bid to provide community services across Cornwall and the Isles of Scilly. It does not hold nor provide general medical service contracts. FOI50070 - NHS111 and OOH Date received: 07/12/2015 1. I am looking to get information for the current supplier of GP out-of-hours for your CCG. Ideally I would like this to include the following basic information: Start Date End Date Value Name of Supplier To include the same details for the previous contract award prior to the current iteration if available Name of provider Serco Cornwall Health Start date 27 October 2011 1 June 2015 End date 31 May 2015 30 November 2017 Contract value 6,314,092 7,270,000 2. I would also like the same details for the NHS111 contracts separately. If any of these details are outside of an FOI request than please confirm. Name of provider South Western Ambulance Service NHS Foundation Trust Start date 4 February 2014 End date 30 September 2016 Contract value 1,614,643 6
3. Any other details (e.g. if this is linked to NHS111, Urgent Care or Walk-in Centre or even if these are opted-out in the locality) A. We asked you to clarify this question on 8 December 2015 but have not received a response therefore; we are unable to answer this question in its current format. FOI50220 - Out of hours service Date received: 18/12/2015 1. Name of CCG: A. NHS Kernow Clinical Commissioning Group. 2. If you are lead commissioner: Names of other CCGs on whose behalf you commission these services 3. If you are an associate commissioner: Name of the lead commissioning CCG A. N/A 4. For each provider: a) Name of OOH provider in your CCG area A. Cornwall Health Ltd. b) Population served by provider (000 s) A. 540,000. c) Who is the call handling (NHS111) provider? A. South West Ambulance Service Foundation Trust. d) Current Annual Contract Value for OOH contract ( K) A. 7,270k. e) What other community based services are the OOH provider(s) contracted to provide? f) Current Annual contract value for other (non-ooh) services ( K) A. N/A g) When is contract due for re-tender? (month and year) A. NHS Kernow has not set a date for the re-tender of out-of-hours services at this time. h) Contract start date (month and year) 7
A. 1 June 2015. i) Contract end date (month and year) A. 30 November 2017. FOI50100 - OOH services Date received: 09/12/2015 1. As a follow up to FOI request 49120, can I please have the total number of calls received for each of the months - September October November for the out of hours service. Month No of cases September 4,763 October 5,647 November 5,469 2. Your response to FOI 49120 indicated a spend for the June - August period of 1,817,000. Can you advise if this is the actual spend by the contractor or the KCCG contract budget for the period? A. The out of hours service is funded through a block contract of a set monthly amount. For the period June-August inclusive, we paid 1,817,500 in accordance with this block contract. 3. Can I now also please have the budget for the September - November period and the actual spend for that period. A. For the period September to November inclusive, we paid 1,817,500 as per the block contract amount. 4. If you now have any detail of the geographical source of calls to the service, can I please have the monthly break down of that information for the first six months of the contract? A. As per our previous response, we are unable to provide a breakdown by geographical source or postcode as we do not collect the information in this format. Therefore, NHS Kernow does not hold the information you have requested. FOI50230 - Patient transport Date received: 21/12/2015 Please could you tell me the following for each non-emergency patient transport contract you commission. 8
1. The area it covers. NSL Cornwall South Western Ambulance Service NHS Foundation Trust Isles of Scilly 2. The full year contract value. NSL South Western Ambulance Service NHS Foundation Trust 1,837k 25,000 3. The contracted total activity. A. Block contract. 4. The contracted number of aborted journeys. A. NHS Kernow does not have a contracted number of aborted journeys. 5. The current provider of that contracted service. A. The current provider of non-emergency patient transport is NSL. 6. The date the contract commenced. A. The contract for non-emergency patient transport commented on 1 October 2013. 7. The date the contract is due to end. A. The contract for non-emergency patient transport will expire on 31 May 2016. 8. The number of complaints relating to that contracted service for the last 12 months that the current provider has declared to yourselves as commissioners. A. NHS Kernow does not receive copies of complaints that have been received by the provider, unless it relates specifically to the commissioning of this service. The number of complaints received regarding commissioning for non-emergency patient transport are as follows: Month Number of complaints Received (NSL) December 2014 0 January 2015 0 February 2015 0 March 2015 1 April 2015 0 May 2015 3 9
Month Number of complaints Received (NSL) June 2015 5 July 2015 1 August 2015 0 September 2015 2 October 2015 2 November 2015 1 Total 15 FOI50180 - Patient transport Date received: 15/12/2015 1. What was the CCG s Annual Expenditure on Non-Emergency Patient Transport Services in the Financial Years April 2013 to March 2014 and April 2014 to March 2015? A. Before October 2013, non-emergency patient transport services were delivered by a range of suppliers and we therefore do not hold the information on the overall spend for April 2013 to September 2013. The service provider, NSL, has held the contract since October 2013. The value of the contract for the period October 2013 to September 2014 was 1,773k and 1,748k for the period October 2014 to September 2015. 2. Is non-emergency patient transport currently commissioned by the CCG or the CSU? A. Non-emergency patient transport for Cornwall and the Isles of Scilly is commissioned by NHS Kernow Clinical Commissioning Group. 3. How many journeys were undertaken during the time periods specified above? Please can you break the journeys down by type e.g. Bariatric ambulance, Taxis with wheel chair etc? A. Before October 2013, non-emergency patient transport services were delivered by a range of suppliers and we therefore do not hold the information on the number of journeys undertaken between 1 April 2013 and 30 September 2013. The service provider, NSL, has held the contract since October 2013 and a breakdown of journeys is attached. The provider, NSL, may have more information that is not held by NHS Kernow under the terms of its contract. Please contact NSL to request this information. 4. What number of the journeys in the same specified time period were procured from off contract providers? 10
A. We are unable to provide a breakdown of the number of journeys as we do not collect, and therefore do not hold, the information in the format you have requested. 5. What type of contract is help with the providers (i.e. Framework)? A. NHS Standard Contract 6. Who are the appointed contractual providers? A. The service provider is NSL. 7. What are the performance standards they operate under (e.g. Discharge 90% of patients to be collected in 4 hours of ready time. Categories for performance usually being Discharge from inpatient, Travel Time, Arrival time & Departure time)? 8. For the period April 2014 to March 2015 how did the providers score on the performance standards. A. Information on key performance indicators can be found in the attached document. Individual funding requests FOI50190 - IVF Date received: 15/12/2015 1. Which of these procedures do you offer freely and which on an individual basis for those patients with facial palsy? Botox injections for synkinesis or facial asymmetry Static Therapies (4 procedures) o browlift o canthopexy/ canthoplasty o static facial slings o face lifts Dynamic Therapies: (2 procedures) o sliding temporalis myoplasty o cross facial nerve graft and free muscle transfer (facial reanimation) A. Treatment policies are available on our website. We therefore exempt this information under section 21 of the Freedom of Information Act, information accessible by other means. https://www.kernowccg.nhs.uk/get-info/individual-funding-requests/treatmentpolicies/ http://policies.kernowccg.nhs.uk/documentslibrary/kernowccg/individualfu ndingrequests/policies/lowprioritytreatmentspanelpolicy.pdf 11
2. If you only offer these on an individual evaluated basis why is this? A policy explaining why we evaluate on an individual basis is available on our website here: http://policies.kernowccg.nhs.uk/documentslibrary/kernowccg/individualfundin grequests/policies/individualfundingfortreatmentpolicy.pdf We therefore exempt this information under section 21 of the Freedom of Information Act, information accessible by other means. FOI50010 - IVF Date received: 03/12/2015 1. How many cycles of IVF do you currently offer to eligible patients? 2. How many cycles did you offer to eligible patients in 2014? And 2013? 3. What are the upper and lower age limits for male patients? 4. What are the upper and lower ages limits for female patients? 5. What were the upper and lower age limits for males in 2014? And 2013? 6. What were the upper and lower age limits for females in 2014? And 2013? A. Information relating to the eligibility for IVF treatments can be found in the Eligibility Criteria for the Provision of NHS funded Assisted Conception policy on our website. We therefore exempt this information under section 21 of the Freedom of Information Act, information accessible by other means. http://policies.kernowccg.nhs.uk/documentslibrary/kernowccg/individualfundin grequests/policies/assistedconceptionrevisedoct2010.pdf 7. What is the current average waiting time in weeks from referral to procedure for a couple's first round of IVF? Trust Royal Cornwall Hospital NHS Trust Plymouth Hospitals NHS Trust Waiting time Referral to first First round of IVF appointment Six weeks Six months Six to 10 weeks varies - depending on treatment required 8. Are you in the process of reviewing either the number of cycles offered or the patient age limit? A. The policy for IVF treatment was reviewed in June 2015 and the policy can be found on our website. We therefore exempt this information under section 21 of the Freedom of Information Act, information accessible by other means. http://policies.kernowccg.nhs.uk/documentslibrary/kernowccg/individualfundin grequests/policies/assistedconceptionrevisedoct2010.pdf 12
Mental health FOI50250 - Early intervention in psychosis Date received: 23/12/2015 1. What level of investment have you allocated in 2015/16 to ensure that the maximum waiting time standards in Early Intervention in Psychosis and access to psychological therapies are met by April 2016? A. NHS Kernow does not hold the information you have requested. Investment for Early Intervention in Psychosis is within the block contract with Cornwall Partnership NHS Foundation Trust and therefore cannot be separately identified. NHS Kernow received 12 months national targeted resilience funding of 72,405.10 in 2015-16 for two mental health employment advisor posts who are located within the Early Intervention in Psychosis teams. No further investment is required for Improving Access to Psychological Therapies as the standard is being achieved. 2. Has the CCG board made an assessment of the level of investment required to ensure that the maximum waiting time standards in Early Intervention in Psychosis and access to psychological therapies are met by April 2016? If the answer is yes, what level of investment is required? A. No assessments are required as waiting time standards are being met for both services. 3. What percentage of people referred for psychological therapies for the treatment of common mental health problems started their treatment (a) within 6 weeks A. Between 1 April 2014 and 31 March 2015, 92.59% of people started their treatment for psychological therapies within six weeks of being referred. Between 1 April 2015 and 30 September 2015, 95.81% of people started their treatment for psychological therapies within six weeks of being referred. (b) within 18 weeks of being referred? A. Between 1 April 2014 and 31 March 2015, 99.83% of people started their treatment for psychological therapies within 18 week weeks of being referred. Between 1 April 2015 and 30 September 2015, 99.91% of people started their treatment for psychological therapies within 18 weeks of being referred. 4. Please could you provide a breakdown of this information for people referred for treatment (i) in 2014-15 13
First treatment session Within 6 weeks More than 6 weeks Within 18 weeks More than 18 weeks Apr-14 87.34% 12.66% 99.76% 0.24% May-14 87.99% 12.01% 99.55% 0.45% Jun-14 92.78% 7.22% 99.72% 0.28% Jul-14 94.67% 5.33% 99.91% 0.09% Aug-14 94.46% 5.54% 99.88% 0.12% Sep-14 94.44% 5.56% 99.90% 0.10% Oct-14 94.79% 5.21% 100.00% 0.00% Nov-14 95.02% 4.98% 100.00% 0.00% Dec-14 93.83% 6.17% 99.66% 0.34% Jan-15 89.41% 10.59% 99.82% 0.18% Feb-15 94.28% 5.72% 99.90% 0.10% Mar-15 93.97% 6.03% 99.84% 0.16% (ii) in each month between April 2015 and November 2015 inclusive. First treatment session Within 6 weeks More than 6 weeks Within 18 weeks More than 18 weeks Apr-15 93.87% 6.13% 99.91% 0.09% May-15 94.21% 5.79% 100.00% 0.00% Jun-15 96.91% 3.09% 100.00% 0.00% Jul-15 97.16% 2.84% 99.82% 0.18% Aug-15 96.96% 3.04% 99.89% 0.11% Sep-15 95.70% 4.30% 99.82% 0.18% Oct-15 97.30% 2.70% 99.81% 99.83% Nov-15 96.21% 7.39% 0.19% 0.17% 5. What percentage of people going through their first episode of psychosis received Early Intervention in Psychosis treatment within two weeks of being referred? A. From 1 April 2015 to 30 November 2015, 51% of people going through their first episode of psychosis received early intervention in psychosis treatment within two weeks of being referred. 6. Please could you provide a breakdown of this information for people referred for treatment (i) in 2014-15 A. NHS Kernow does not hold the information for the 2014/15 financial year. Cornwall Partnership Foundation Trust may hold the information you have requested. Please redirect your question to cpntr.freedomofinformation@nhs.net. (ii) in each month between April 2015 and November 2015 inclusive. 14
Apr-15 24% May-15 35% Jun-15 44% Jul-15 30% Aug-15 62% Sep-15 67% Oct-15 71% Nov-15 75% 7. How many people were waiting to receive psychological therapies at the end of November 2015? A. 1,348 8. What is the average waiting time to receive psychological therapies for those referred between April 2015 and November 2015? A. 14.3 days 9. What was the longest waiting time to receive psychological therapies for those referred between April 2015 and November 2015? A. 212 days 10. How many people were waiting to receive Early Intervention in Psychosis treatment at the end of November 2015? 11. What is the average waiting time to receive Early Intervention in Psychosis treatment for those referred between April 2015 and November 2015? 12. What was the longest waiting time to receive Early Intervention in Psychosis treatment for those referred between April 2015 and November 2015? A. NHS Kernow does not hold this information. Cornwall Partnership Foundation Trust may hold the information you have requested. Please redirect your question to cpn-tr.freedomofinformation@nhs.net. FOI50060 - Residential and nursing care placements Date received: 07/12/2015 1. What was your total expenditure in the financial year 2014-15 for residential and nursing care placements for people with mental health problems? A. The total expenditure for 2014/15 for residential and nursing care placements for people with mental health problems was 24.2 million. 2. What proportion of the total cost was spent on placements within and on placements outside your local CCG area? 15
2014/15 Total cost within CCG area 23.5 million Total cost outside of CCG area 699,247.59 3. How many individual clients does this figure represent? A. 1,656. 4. How many of these individuals were in placements within and how many were outside your local CCG area? 2014/15 Total placements within CCG area 1,616 Total placements outside of CCG area 40 5. How many adults with mental health problems* were placed in a locked rehabilitation unit outside your local CCG area? A. 16. 6. What was your total expenditure in the financial year 2014-15 for locked rehabilitation unit placements? A. 2,044,346 Organisation FOI50150 - Executive members of staff Date received: 14/12/2015 1. How many executive members (including directors and anyone in an executive managerial role) of staff are there at the CCG? A. Executive members: Two Directors: Seven 2. How many of the executive members of staff work as interims and in which positions? A. None. 3. For each individual interim executive, how long is their contract due to last? 4. For each individual interim executive, how much is their daily and weekly rate of pay? 5. For each individual interim executive, how much would the salary be for a permanent member of staff in the same position? 16
A. N/A Prescribing & pharmacies FOI49990 - Vitamin D guidelines Date received: 01/12/2015 1. Can you please provide me with a copy of the most recent guidelines for vitamin D deficiency, insufficiency and maintenance for Kernow CCG as well as a copy of any patient information leaflets for these conditions? A. NHS Kernow s most recent guidelines for vitamin D deficient, insufficiency and maintenance can be found online on the Cornwall and Isles of Scilly formulary website: https://www.eclipsesolutions.org/uploadedfiles/222_vitamin%20d%20guidance. pdf We therefore exempt this information under section 21 of the Freedom of Information Act, information accessible by other means. NHS Kernow does not have a patient information leaflet that relates to vitamin D deficiency. 2. Also any recommendations to prescribers or patients regarding any vitamin D supplements that are recommended to purchase OTC. A. NHS Kernow does not provide advice on purchasing over the counter supplements at this time. 17
Appendix - FOI50180 - Patient transport
Mobility Breakdown of Journeys Ambulance 1 Person Crew Ambulance 2 Person Crew A4 Ambulance Bariatric Adapted PCV Walker No Assistance Car Walker With Assist by Car Stretcher 2 Person Crew Wheelchair 1 Person Crew Wheelchair 2 Person Crew Oct-13 404 843 0 62 0 0 489 401 356 Nov-13 317 901 0 47 0 0 503 289 507 Dec-13 162 1051 0 54 0 0 480 238 609 Jan-14 146 1158 0 60 0 0 637 216 719 Feb-14 172 1108 0 72 0 0 537 146 656 Mar-14 271 1202 0 95 0 0 539 138 708 Apr-14 200 1209 0 72 0 0 626 145 708 May-14 140 1213 0 54 0 0 581 121 723 Jun-14 116 1088 0 26 0 0 549 123 856 Jul-14 173 1255 0 38 0 0 545 109 954 Aug-14 195 1194 0 49 0 0 550 88 795 Sep-14 201 1135 0 56 0 0 633 146 890 Oct-14 186 1532 2 100 42 7 684 168 1097 Nov-14 178 1468 0 91 32 2 742 150 910 Dec-14 179 1368 0 78 37 1 809 123 908 Jan-15 141 1443 0 78 35 30 787 120 963 Feb-15 182 1453 0 74 23 41 770 109 959 Mar-15 199 1457 0 76 1 26 838 160 1036 Apr-15 193 1493 0 81 3 18 826 174 1061 May-15 204 1267 0 67 0 0 823 190 998 Jun-15 199 1462 1 122 1 0 819 201 1076 Jul-15 207 1491 1 118 1 0 850 246 1003 Aug-15 168 1246 0 106 0 0 760 215 831 Sep-15 204 1365 0 115 16 2 859 256 962 Oct-15 175 1239 0 110 13 5 716 267 879 Nov-15 242 1196 0 98 0 0 716 249 1025
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 A.1 The Provider will give a unique reference number (receipt) for each booking to provide full traceability 100% 100% 100% 100% 100% 100% 100% A.2 No booking requests to be declined. 0 0 0 0 0 0 0 A.3 Pick up time for journeys booked more than 48hrs in advance to be confirmed by email /text /personal phone call to the Patient. 90% within week of appointment 100% 100% 100% 100% 100% 100% A.4 Booking requests submitted (by telephone) at less than 2-hours notice will be deemed as accepted and booked unless notified by the Provider within 30 minutes of the call. 100% 100% 100% 100% 100% 100% 100% A.5 Cancellations by Provider 0% 0% 0% 0% 0% 0% 0% B.1 The Provider will ensure that accurate Management Information (MI) is provided as soon as possible. Invoices and invoice back up information will be provided by the 15th working day of the following month, with standard monthly contract invoice. Quality (KPI) information also to be provided by 15th Working Day. 92% (Allows for under performance in one month). KPIs April 14 to Sept 14
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 B.2 The Provider will ensure that all invoice queries are acknowledged within 7 days of receipt and resolved within 28 days from the date of the query provided backing data has been supplied. With an accelerated process for year end to resolve ALL queries by the 5th working day of the new financial year. <5% of invoice value by month B.4 Element of mileage must be subcontracted to local private companies (excluding VACS or Volunteer Service). 30% of ambulance mileage 38% 31% 30% 24% 14% 18% B.6 The Provider will deliver actual and variances to Commissioners against the Indicative Activity Plan 100% 100% 100% 100% 100% 100% 100% C.1 95% of Non-Renal Patients (in the monthly reporting period) should arrive for their appointment on time or not more than 45 minutes early. 95% - under 45 minutes early overall performance for general patients (minimum threshold of 45% to be achieved during the working day) 76% 83% 80% 79% 76% 83% C.2 95% of Renal Patients (in the monthly report period) should arrive for their dialysis appointment on time or not more than 30 minutes early. 95% - up to 30 minutes overall performance (minimum threshold of 45% to be achieved during the working day) 73% 78% 74% 78% 72% 74% KPIs April 14 to Sept 14
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 D.1 D.2 95% of Non-Renal Day Case Patients and Outpatients (in the monthly reporting period) should be picked up at the agreed collection time or not more than 45 minutes after. 95% of Renal Day Case Patients and Outpatients (in the monthly reported period) should be picked up at the agreed collection time or not more than 30 minutes after. 95% overall performance - up to 45 minutes wait for non-renal patients (minimum threshold of 45% to be achieved during the working day) 95% overall performance - up to 30 minutes wait for renal patients (minimum threshold of 45% to be achieved during the working day) 93% 96% 94% 92% 90% 92% 84% 89% 90% 87% 88% 88% D.3 95% of Patients (in the monthly reporting period) who are attending the last clinic appointment of the day should be picked up at the agreed collection time or,if absolutely unavoidable, not more than 30 minutes after. 95% overall performance - up to 30 minutes wait (minimum threshold of 45% to be achieved during the working day) 84% 71% 87% 88% 88% 84% E.1 90 % of Patients (in the monthly reporting period) being collected from Ward or Departmental Discharges/Transfers will be collected at their agreed discharge/ready time or not more than 30 minutes after. 100% - up to 60 mins after 64% 66% 56% 54% 55% 52% E.2 All Patients (in the monthly reporting period) being collected from Ward or Departmental Discharges/Transfers will be collected at their agreed discharge/ready time or no more than 60 minutes after. 100% - up to 60 mins after 79% 82% 74% 73% 73% 71% KPIs April 14 to Sept 14
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 E.1 E.2 Patients will be collected after their agreed discharge/ready time Patients will be collected after their agreed discharge/ready time 100% - up to 60 mins after 7% 6% 7% 5% 6% 100% - up to 60 mins after 26% 22% 24% 18% 20% F.1 95% of Patients (in the monthly reporting period) will be delivered home or to the agreed destination within 10 minutes of specified time for a ''Time Specific Appointment Home Visit'. The Provider will remain on scene for up to onehour from the start of the agreed appointment time. 95% - 10 minutes 13% 67% 0% 33% 50% 17% G.1 The Provider will ensure that telephone calls to their hub are answered effectively and efficiently 80% - 20 Seconds 85% 93% 88% 93% 92% 89% G.2 The Provider will ensure that telephone calls presented to their hub are answered Less than 3% missed call rate 0% 0% 0% 0% 0% 0% H.2 The Provider will ensure that all new staff receive CRB checks or the new national Vetting & Barring scheme checks. This should be updated every 3 years. 100% 100% 100% 100% 100% 100% 100% H.3 The Provider will ensure that all existing staff receive CRB checks or the new national Vetting & Barring scheme checks Trajectory towards improvement 100% 100% 100% 100% 100% 100% KPIs April 14 to Sept 14
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 I.1 The Provider will ensure that at all times it has sufficient staff available to be able to provide the contracted PTS service 100% K.1 The Provider will ensure that at all times it has sufficient resources to be able to deliver the contracted PTS service mobility categories to delivery and collection KPIs. The number of aborted journeys as a percentage of total bookings and broken down by trust. 100% 100% 100% 100% 100% 100% K.2 The Provider will provide feedback on all patients who travelled who did not meet the Eligibility Medical Criteria K.3 The Provider will provide feedback on all patients who travelled who had been incorrectly categorised by mobility type on the booking request. L.2 L.3 M.1 The Provider will undertake a Booking Agent Feedback exercise The Provider will undertake a staff survey - 100% sent out with 40% response rate The Provider will ensure that patients who live up to 10 miles away from the drop-off point should not spend more than 60 minutes on the vehicle either on the outward or return journey 100% 40% 90% 95% 91% 95% 94% 92% 94% KPIs April 14 to Sept 14
KPI no. Key Performance Indicator Target Apr-14 May-14 Jun-14 Jul-14 Aug-14 Sep-14 M.2 The Provider will ensure that patients who live over 10 miles and less than 35 miles from the drop-off point should not spend more than 90 minutes on the vehicle either on the outward or return journey 90% 96% 96% 97% 96% 96% 97% M.3 The Provider will ensure that patients who live over 35 miles should not spend more than 120 minutes on the vehicle either on the outward or return journey 90% 85% 86% 81% 84% 88% 81% M.4 The Provider will ensure that no renal patients spend more than 60 minutes on the vehicle either on the outward or return journey 95% 98% 97% 97% 95% 94% 95% KPIs April 14 to Sept 14
CCG: Kernow CCG Provider: NSL Care Services Service: Non Emergency Patient Transport KPI no. FOI 50180 KPIs Oct - 14 to Mar 15 15/01/2016 Key Performance Indicator Target Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 C.1.b Non-Renal patients should arrive for their appointments on time or not more than 60 minutes early. 95% 87% 81% 85% 83% 78% 80% C.2 D.1.b D.2 D.3 E.1.b E.2.b F.1 A.1 Renal patients should arrive for their dialysis appointments on time or not more than 30 minutes early. Non-Renal Day Case Patients and Outpatients should be picked up at the agreed collection time or not more than 60 minutes after. Renal Day Case Patients and Outpatients should be picked up at the agreed collection time or not more than 30 minutes after. Patients who are attending the last clinic appointment of the day should be picked up at the agreed collection time or,if absolutely unavoidable, not more than 30 minutes after. Patients being collected from Ward or Departmental for Transfers will be collected at their agreed ready time or not more than 60 minutes after. Patients being collected from Ward or Departmental for Discharges will be collected at their agreed ready time or not more than 60 minutes after. Patients will be delivered home or to the agreed destination within 10 minutes of specified time for a ''Time Specific Appointment Home Visit'. The Provider will remain on scene for up to one-hour from the start of the agreed appointment time. The Provider will give a unique reference number (receipt) for each booking to provide full traceability 95% 67% 72% 69% 67% 70% 70% 100% 94% 95% 96% 96% 90% 91% 95% 84% 87% 90% 77% 83% 79% 95% 86% 92% 73% 44% 79% 69% 100% 20% 24% 26% 28% 19% 21% 100% 76% 75% 79% 83% 64% 67% 95% 10% 44% 33.33% 0% 40% 50% 100% 100% 100% 100% 100% 100% 100% A.2 No booking requests to be declined. 0 0 0 0 0 0 0 KPIs Oct - 14 to Mar 15
CCG: Kernow CCG Provider: NSL Care Services Service: Non Emergency Patient Transport KPI no. A.3 A.4 FOI 50180 KPIs Oct - 14 to Mar 15 15/01/2016 Key Performance Indicator Target Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 Pick up time for journeys booked more than 48hrs in advance to be confirmed by email /text /personal phone call to the Patient. Booking requests submitted (by telephone) at less than 2-hours notice will be deemed as accepted and booked unless notified by the Provider within 30 minutes of the call. 90% within week of appointment 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% A.5 The Provider will not cancel Journeys. 0% 0% 0% 0% 0% 0% 0% B.1 C.1.a D.1.a E.1.a E.2.a G.1 G.2 H.2 I.1 Accurate Management Information (MI) will be provided by the 15th calendar day of the month following the reporting period. Non-Renal patients should arrive for their appointments on time or not more than 45 minutes early. Non-Renal Day Case Patients and Outpatients should be picked up at the agreed collection time or not more than 45 minutes after. Patients being collected from Ward or Departmental for Transfers will be collected at their agreed ready time or not more than 30 minutes after. Patients being collected from Ward or Departmental for Discharges will be collected at their agreed ready time or not more than 30 minutes after. Telephone calls to the Providers hub will be answered within 20 seconds Calls to the Providers hub will be answered within 60 seconds The Provider will ensure all staff receive DBS checks prior to starting work. These checks will be updated every three years. The Provider will ensure that at all times it has sufficient staff and resources to deliver the contracted Service within the KPIs. 100% 100% 100% 100% 100% 100% 100% 95% 82% 77% 80% 77% 74% 75% 95% 90% 91% 93% 91% 84% 85% 95% 5% 7% 8% 9% 4% 3% 95% 59% 58% 64% 65% 47% 50% 80% 92% 93% 90% 90% 83% 97% 99% 99% 98% 98% 97% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% 100% KPIs Oct - 14 to Mar 15
CCG: Kernow CCG Provider: NSL Care Services Service: Non Emergency Patient Transport KPI no. K.2 FOI 50180 KPIs Oct - 14 to Mar 15 15/01/2016 Key Performance Indicator Target Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15 The Provider will provide feedback on all patients who travelled who did not meet the eligibility criteria and all patients who had been incorrectly categorised by mobility. 100% 100% 100% 100% 100% 100% 100% L.2 The Provider will undertake a Booking Agent feedback exercise and report its findings back to the Commissioner by 30th September each year. L.3 The Provider will issue a staff survey to 100% of its staff and report back its findings to the commissioner by 30th September each year. M.1 The Provider will ensure that patients who live up to 10 miles away from the drop-off point should not spend more than 60 minutes on the vehicle either on the outward or return journey 90% 95% 93% 94% 98% 98% 99% M.2 M.3 M.4 The Provider will ensure that patients who live over 10 miles and less than 35 miles from the drop-off point should not spend more than 90 minutes on the vehicle either on the outward or return journey The Provider will ensure that patients who live over 35 miles should not spend more than 120 minutes on the vehicle either on the outward or return journey The Provider will ensure that no renal patients spend more than 60 minutes on the vehicle either on the outward or return journey 90% 96% 96% 96% 97% 96% 97% 90% 79% 81% 80% 88% 77% 89% 95% 96% 91% 88% 91% 96% 97% KPIs Oct - 14 to Mar 15