THE HUNTERCOMBE GROUP
Quality Report
2010/2011
The Huntercombe Group – Quality Report 2011
Part 1
Part 2
Statement on quality from the Board of Directors
2-4
Building on last year’s achievements
5-7
National Conferences
6
Our Priorities for 2011 / 2012
6
Monitoring our Progress
7
Priorities
Priority 1 – Infection Control
8
Priority 2 Review of the Audit system
9
Priority 3 Implementation of benchmarking tool
9
Priority 4 Clinical Outcome Measures
9-10
Priority 5 Activity
10
NHS services provided by The Huntercombe Group
11
National Clinical Audits
Research
12-13
13-14
Participation in clinical research
13
Research Projects 1st April 2010 to 31st March 2011
13-14
Proportion of income from CQUIN
Registration
Part 3
1
8-12
How we have performed in quality 2010 – 2011
15
15
16-18
Patient Safety - Patient on Patient assault
16
Clinical Effectiveness - Pressure Area Care
17
Complaints
18
Satisfaction Surveys
19-22
Part 1
Statement on quality from the Board of Directors
Dr Peter Calveley
Chief Executive, Four Seasons Health Care
The Huntercombe Group is a leading specialist provider of health and social care services,
working in partnership with the NHS and Local Authorities throughout England and Scotland
to provide effective healthcare solutions for all its patients. The Huntercombe Group
operates as the specialist provider arm of Four Seasons Healthcare. The Huntercombe Group
provides the following services
•
•
•
•
•
•
•
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Mental Health, Alcohol and Substance misuse,
Eating Disorders,
Child and Adolescent Mental Health,
Adult Mental Health,
Acquired Brain Injury Services,
Neurodisability,
Children with specialist needs
Learning Disabilities.
It is our goal to deliver effective care and treatment in a safe and welcoming environment,
and, that this treatment and quality of care reflects national standards and is evidence
based by placing the patient at the forefront of their care.
This quality account covers those of our hospitals and centres that provide NHS funded care
across all our specialities. This document is published under the guidance issued by
Department of Health which outlines requirements for independent providers to the NHS
should report on data and accounts that are collated into a publishable format to be shared
via the NHS Choices website and at our own website at www.huntercombe.com in helping
to inform patient choice and patient care.
This quality account sets out those priorities for the year ahead as well as showing a
comparison of the results of our work over the past year in the areas of Patient Safety,
Clinical Effectiveness and the Patient Experience.
2
Should you have any feedback or suggestions about this quality account please email;
neil.powell@fshc.co.uk
Progress in the following areas has been noted by the Board to include:
•
•
•
•
•
•
•
Increasing adoption of research and evidence-based learning to improve patient
experience and the treatments we provide.
Ever increasing standards in: patient safety, clinical effectiveness and the patient
experience.
Driving strategic development of all our services across England.
Continually seeking improvement in the quality of care that we deliver.
The outcome reporting process has made significant advancements both in terms of
using data effectively and the way in which the data is gained.
Well managed incidence reporting system implemented across our services,
equipping our staff with the autonomy to identify trends and allocate resources
effectively.
High levels of compliance and engagement to staff learning and development via a
purpose-built e-learning system.
The Huntercombe Group has recently undergone the process of re-registration with the Care
Quality Commission (CQC), where we demonstrated that we meet the requirements set out
by CQC in the quality of care we deliver. Other registration requirements included that the
environment we provide for patients was safe and clean and that our centres/hospitals were
staffed by staff, who were appropriately trained, supervised and in sufficient numbers to
carry out safe and high quality, effective care.
The Huntercombe group strives to promote a culture of learning from clinical experience by
the review of incidences and by keeping staff informed of the latest research, development
and practice in our field, including the implementation of an internal Research and
Governance Ethics Committee whose membership includes our Medical Directors and
Managing Director. Patients and our staff are placed at the centre of our quality framework
and in addition to being fully involved in patient care and treatment, via participation in dayto-day decision making including patient community groups and carer groups.
3
Part 1
Statement on quality from the Board of Directors
Margaret Cudmore
Managing Director, The Huntercombe Group
In order to deliver a provision of high quality care and treatment that is expected both by
the individuals in our care, their families and carers, commissioners and the public, The
Huntercombe Group continuously examines the quality of care and treatment provided
against the three standards of patient safety, clinical effectiveness and patient experience.
This examination is undertaken both from within the organisation, through our own internal
audits such as; the Team Audit Programme and externally through the regulatory visits of
the Care Quality Commission / OFSTED, together with peer review through the Royal
College of Psychiatrists. (eg; Quality Networks such as the Quality Network for inpatient
CAMHS)
Patients, patient families and commissioners and carers are at the centre of our quality
review and feedback is obtained on the quality of the care we provide and treatment
through our satisfaction surveys, patient / carer/family forums and face-to-face meetings.
We also review our provision of quality care and treatment through regular dialogue with
commissioners, via our annual referrer questionnaire. This information is used to inform
operational and strategic development of services.
4
Part 1
Building on last year’s achievements
In reviewing the three domains of patient safety, clinical effectiveness and patient
experience, it is evident that there has been a significant improvement in the way we deliver
care and improved on our quality delivery throughout the Huntercombe Group over the past
year.
Some of the outstanding results over the last year have been;
5
•
A new electronic information database has been introduced enabling real time
reporting of incidences and has equipped staff to accurately identify trends and
allocate resources in response to this.
•
60% reduction in the number of cases of MRSA from 15 cases in 2009 – 2010 to 6
cases in 2010 – 2011.
•
20% reduction in the number of pressure ulcers, from 47 in 2009-2010 to 39 in
2010-2011.
•
A new infection control risk assessment process has been introduced across the
group to identify patients at risk prior to admission so that appropriate care and
treatment can be tailored to patient need from the moment of admission.
•
A review of internal documentation was undertaken, and as a response to
consultation from all parties new documentation has been introduced in the neurorehabilitation and neurodisability sites that reflect a more patient- centred approach.
•
There has been a reduction in the number of complaints relating to the quality of
care provided to our patients, down from 14 to 8 with the other areas of
environment, treatment and catering also showing a significant decrease.
•
A minimum suite of Outcome Measures has been introduced by the Board and
implemented based on commissioner requirements over the past year, within the
different specialities of our services. These tools include the Northwick Park
Dependency Scale, FIM FAM and the Rehabilitation complexity score. This is an
addition to the outcome scales already in use, such as HONOS, and HONOSCA and
nationally recognised risk assessment tools such as the HCR 20.
•
The introduction of a quality visit schedule with the incorporation of thematic
reviews. This quality visit schedule ensures that all centres/hospitals are visited
quarterly, (monthly in the case of the OFSTED units) and that the centre or hospital
is assessed against both the CQC and OFSTED standards / outcomes as well as
adhering to the National Service Frameworks and NICE good practice guides.
National Conferences
The Huntercombe Group is one of the leading providers in the field of Acquired Brain Injury
and Neurodisability. Some of the conferences that the Group have hosted and presented at
include;
•
Rehabilitation Master Class. This course was partnered in conjunction with the
University of the West of England as part of the syllabus for the ‘Neurosciences for
Health’ CPD module. Each year a number of our staff organise a complete day of
lectures/ presentations/workshops for participants.
•
Avon & Wiltshire Positive Behaviour Network, held at the University of the West of
England. A range of talks/workshops were held regarding management of
challenging behaviour (contemporary issues) and restraint reduction approaches. A
senior member of Huntercombe staff lectures on this course.
Our CAMHS services have participated in;
•
Medication considerations in Teenage ADHD” April 2010, Maudsley Annual Reviews,
Institute of Psychiatry, London
•
“Autism: Resolving Complexities and Comorbidities” June 2010, Birmingham. This
one-day event was organised and chaired by one of our Medical Directors and two of
our consultants gave presentations. This event was hosted by The Huntercombe
Group.
Our Priorities for 2011 / 2012
In establishing what our priorities are as a leading healthcare provider over the coming year
we consulted with patients and carers/families through our satisfaction questionnaires and
patient carer forums, as well as examining evidence from our audits and results of
regulatory, commissioners’ reports and CQUIN requirements.
Over the coming year The Huntercombe Group plans to;
•
Introduce a new quality audit framework that incorporates national standards,
outcomes and good practice guidance.
•
Consider the adoption of a nationally recognised benchmarking tool across the
Group.
•
Develop a more effective method for collating and distributing outcome information
in order to better target resources.
•
Reduce the level of MRSA infection still further to ensure that the environment that
the patient is cared for is clean and safe.
•
Undertake a review of patient activities provided across the group to ensure that the
wishes and needs of the patients in our care are catered for and acted upon.
6
Monitoring our Progress
The monitoring of progress is an integral part of our quality agenda and The Huntercombe
Group intends to use the principles of integrated governance to monitor our progress on the
priorities as stated on page 6.
Through the use of outcome collation tools, patient and family/ carer feedback and the ongoing quality visits, The Huntercombe Group will monitor progress on our priority objectives.
This process will also include a review of audit data against National Standards and Good
Practice Guidance to ensure that the patient care and treatments that are delivered are safe,
of excellent quality and reflect the needs and wishes of the patients in our care.
This quality account has been presented to the Board and to the best of my knowledge the
information in the document is accurate.
7
Part 2
Priorities
Patient Safety
Priority 1
Infection control
MRSA Rates
6
5
4
3
2
1
0
2009-2010
2010-2011
MRSA rates across the units have seen a significant reduction over the past two years. The
priority for the next year is to reach zero numbers of MRSA infection acquired within the
group, and early identification of those infections acquired prior to admission. This is being
addressed by the introduction of a pre-admission infection control risk assessment which will
aid in the planning of care and management of persons referred into our units.
Staff education and training continues to be a priority for the Group and last year saw the
introduction of a compulsory ‘e’ learning module titled; infection control for all staff. This is
being supplemented by infection control lead / infection control champion training for key
staff in each unit and will be further developed over the coming year.
8
Quality Visits
As part of the quality initiative for The Huntercombe Group, a quarterly quality inspection is
being carried out on across all centres/hospitals. This quality visit is undertaken by clinicians
external to the centre/hospital and uses the Care Quality Commission Judgement Framework
as a guide and will routinely include an environmental / clinical observation inspection using
the Infection Control Code of Practice as a benchmarking tool.
Thematic Reviews
The visit schedule includes a series of focused reviews, concentrating on one specific area of
care. The first of which is intended to carry out a review of all infection control practices
across The Huntercombe Group.
Clinical Effectiveness
Priority 2
Review of the Audit system
The Huntercombe Group currently uses a team audit programme (TAP) as a central core
audit tool. Other tools used are bespoke to the individual centres/hospitals and reflect the
specialist nature of the services.
The TAP audit consists of 15 distinct tools that cover all areas of the hospital / centre,
including; documentation, medicines, health and safety, environment, human resources,
nutrition and training.
With the changing of legislation and the publication of the Care Quality Commission
essential standards (www.cqc.org.uk), the process of the audit itself is being re-examined so
that the results provide comprehensive, concise, accurate and timely data that will meet the
requirement of the Care Quality Commission and reflect current good practice guidance,
national audit activity and the national service framework.
Priority 3
Implementation of benchmarking tool
From examining the requirements placed in CQUINS, a priority need has been identified to
establish a benchmarking tool across all our centres/hospitals that will promote good
practice in local areas. The Huntercombe Group is considering the Department of Health
Essence of Care benchmarking tool. This contains 12 benchmarks, which the Department of
Health has published with the aim ‘to support localised quality improvement’. This tool can
be used to provide a structured approach to sharing and comparing practice, while
identifying best practice and developing action plans to remedy poor practice.
Priority 4
Clinical Outcome Measures
Outcome measures provide valuable information in regards to the effectiveness of care and
treatment of patients in our care and provide invaluable information that is an essential part
in the development of an effective healthcare service.
9
Priorities
The Huntercombe Group uses a variety of outcome measures across its services, which have
been identified as being appropriate for each centre/hospital speciality. These include
FimFam, RCS, NPTDS, Bartel, HONAS and HONOSCA. The priority for the company over the
coming year is to develop an electronic database to ensure that this information can be used
in the strategic planning of services.
Patient involvement
Priority 5
Activity
Each year individual centres/hospitals within The Huntercombe Group issue surveys to their
clients/ patients and to the relatives of those patients to obtain feedback on the service they
provide or have received. The views of commissioners who commission our services are also
sought and these views are used to develop operational and strategic plans.
A review of last year’s surveys found that while the overall feedback was excellent an
identified area for improvement for some centres/hospitals revolved around the provision of
more varied activities choice for patients/ clients.
As the graph shows in the centres and hospitals reviewed there was a drop in activities
choice for patients however this was found to be due to staff vacancies in the units involved
and has now been addressed for the period.
The Huntercombe Group employs, amongst others, activity staff, teachers and occupational
therapists in its units and where there has been an identified shortfall the Group will make it
a priority to address this over the coming year through a dynamic recruitment campaign.
120
100
80
60
2010
2011
40
20
0
A
B
C
D
E
F
G
10
NHS services provided by The Huntercombe Group
NHS Services
During the period April 1st 2010 to March 31st 2011 The Huntercombe Group provided the
following services to the NHS;
•
•
•
•
•
•
•
Name of unit
Huntercombe
Hospital
Maidenhead
Huntercombe
Hospital Stafford
Huntercombe
Hospital
Roehampton
Frenchay Brain
Injury
Rehabilitation
Centre
Blackheath Brain
Injury
rehabilitation and
Neurodisability
centre
Abbeymoor
Granville
Stockton
Sunderland
Peterlee
Aspley
Hothfield
Hucknall
11
Brain Injury rehabilitation and neurodisabilities
Adult Mental Health
Drug and Alcohol Addiction
Learning Disabilities
Services for Children with Specialist Needs
Eating Disorders
Child and Adolescent Mental Health Services
Child and
adolescent
Eating
disorder
Addictions
Brain Injury
Rehabilitation
Mental
Health Low
secure
services
Neurodisability
Learning
disability
Services for
children with
specialist
needs
National Clinical Audits
During the period April 1st 2010 to March 31st 2011 five national clinical audits and one
national confidential enquiry covered NHS services that The Huntercombe Group provides.
During the period April 1st 2010 to March 31st 2011 The Huntercombe Group participated in
(0%) national clinical audits and (100%) national confidential enquiries in which it was
eligible to participate.
The national clinical audits and national confidential enquiries that The Huntercombe Group
was eligible to participate in during the period April 1st 2010 to March 31st 2010 are as
follows
National Audits
RCPH National Childhood Epilepsy Audit
National Adult Diabetes Audit
National Audit of Psychological Therapies
Prescribing in mental health services (POMH)
National Audit of Schizophrenia (NAS)
The national clinical audits and national confidential enquiries that The Huntercombe Group
participated in during the period April 1st 2010 March 31st 2011 are as follows
National Confidential enquiry into suicide and homicide by people with mental illness
The national clinical audits and national confidential enquiries that The Huntercombe Group
participated in, and for which data collection was completed during the period April 1st 2010
to March 31st 2011 are listed below alongside the number of cases submitted to each audit
or enquiry as a percentage of the number of registered cases required by the terms of that
audit or enquiry.
National Confidential enquiry into suicide and homicide by people with mental illness
100%
A review of the Healthcare Quality Improvement Partnership published reports for 2010
found that only one report that was applicable to The Huntercombe Group was published in
this period.
The report of one national clinical audit was reviewed by the provider in the period April 1st
2010 to March 31st 2011 and The Huntercombe Group intends to take the following actions
to improve the quality of healthcare provided:
12
National Clinical Audits
Following a review of the National Adult Diabetes Audit, The Huntercombe Group will
undertake a review of its services to patients with diabetes using the National Adult Diabetes
Audit as a benchmark to ensure that a full and effective service is provided in all units.
The reports of seventeen local clinical audits were reviewed by the provider in
the period April 1st 2010 to March 31st 2011 and The Huntercombe Group intends to take the
following actions to improve the quality of healthcare provided:
The TAP audit has shown a consistent improvement across all areas of the service examined
by the audit over a quarter-by-quarter comparison. Where there has been a minor decline
this is being addressed by the centre/hospital managers and regional managers through
local initiatives, including recruitment and training.
Research
Participation in clinical research
The Huntercombe Group has an active research and publication group and research partners
include Goldsmiths in London and King’s College, London. The Group is also involved in a
number of international studies. The group is dedicated to engaging and participating with
pioneering research and effectively applying useful findings to its practice across the group
and within the field of discipline it relates too.
Research that the Huntercombe Group has been involved in over the past year has been;
Research Projects 1st April 2010 to 31st March 2011
Blackheath Brain Injury Centre and the Institute of Psychiatry, King’s College, London
“A phenomenology study of decision-making capacity in different mental disorders”
This research aims to address how and should the notion of Mental Capacity be interpreted
and applied in the context of psychiatric disorder.
Blackheath Brain Injury Centre and the Intensive Care National Audit & Research Centre
“RAIN- Risk Adjustment in neurocritical care- prospective validation of risk prediction models
for adult patients with acute traumatic brain injury to use to evaluate the optimum location
and comparative costs of neurocritical care”
The aim of this study is to improve the outcome and care given to patients who have
suffered a traumatic brain injury.
Blackheath Brain Injury Centre and Roehampton University
“How Day/ Night Shift Work may be Affected by Perceived Stress”
The aim of this study is to investigate the relationship between shift work and perceived
stress. This project was completed in November 2010.
13
Blackheath Brain injury Centre and the Institute of Psychiatry, King’s College, London
“A Qualitative Study Exploring Brain Injury Patients’ Families Expectations of Neurological
Rehabilitation”
This study investigates brain-injury patient’s families’ expectations and perceptions of
neurological rehabilitation. The research aims to assist with the engagement of families and
explore if families’ expectations of the service are met.
Huntercombe Hospitals Maidenhead, Stafford, Edinburgh and Great Ormond Street Hospital
for Children NHS Trust
“The Ravello Profile- The neurocognitive profile of Anorexia Nervosa”
This study aims to investigate whether specific neuropsychological impairments consistently
identified in the majority of those with Anorexia Nervosa, cluster together to form distinct
cognitive profiles in this population, using well validated, standardised assessment
procedures.
Huntercombe Hospitals Maidenhead, Stafford, Edinburgh and The Institute of Psychiatry,
King’s College, London
“Internet Based Relapse Prevention in Anorexia Nervosa Patients”
This is a randomised controlled trial assessing the efficacy of an internet-based relapse
prevention programme in Anorexia Nervosa.
Huntercombe Hospital- Maidenhead and the Institute of Psychiatry, King’s College, London
“Service Utilisation & Alternative Care Pathways for Adolescents with Eating Disorders”
This study aims to identify different treatment models, or care pathways, that exist for
adolescents with eating disorders across Greater London and parts of Surrey and
Hampshire, and to examine the impact of these on treatment outcomes.
Huntercombe Hospitals Maidenhead, Stafford, Edinburgh and Oslo University (RASP),
Norway
“Season of Birth in Anorexia nervosa (AN)”
The aetiology of AN is complex and far from fully understood. Amongst the identified risk
factors for AN is a consistent finding of a spring Season of Birth (SoB) bias. This study aims
to explore the earlier findings of a SoB bias in AN, using a research design that overcomes
previous methodological flaws and to test four hypotheses for the SoB bias in AN
Blackheath Brain Injury Centre and the Institute of Psychiatry, King’s College, London
“A phenomenology study of decision-making capacity in different mental disorders”
This research aims to address how and should the notion of Mental Capacity be interpreted
and applied in the context of psychiatric disorder.
The number of patients receiving NHS services provided or sub-contracted by
The Huntercombe Group in the period April 1st 2010 to March 31stthat were recruited during
that period to participate in research approved by a research ethics committee was 209
14
Proportion of income from CQUIN
A proportion of income in the period April 1st 2010 to March 2011 was conditional upon
achieving quality improvement and innovation goals agreed between The Huntercombe
Group and any person or body they entered into a contract, agreement or arrangement with
for the provision of NHS services, through the Commissioning for Quality and Innovation
payment framework.
Further details of the agreed goals for the period April 1st 2010 to March 31st 2011 and for
the following 12-month period are available electronically from mark.williamson@fshc.co.uk.
Registration
The Huntercombe Group is required to register with the Care Quality Commission and
OFSTED. Current registration status is that all our units are registered with the appropriate
bodies.
The Care Quality Commission has not taken enforcement action against The Huntercombe
Group during the period April 1st 2010 to March 31st 2011.
OFSTED has taken enforcement action on an inspection in April 2010. This enforcement
was removed in June 2010.
The Huntercombe Group has not participated in any special reviews or investigations by the
CQC during the reporting period.
The Huntercombe Group will be taking the following actions to improve data quality. It will
complete the submitted action plan for the information governance toolkit.
The Huntercombe Group did not submit records during the period April 1st 2010 to March
31st 2011 to the Secondary Uses service for inclusion in the Hospital Episode Statistics which
are included in the latest published data.”
The Huntercombe Group was not subject to the Payment by Results clinical coding audit
during the period April 1st 2010 to March 31st 2011 by the Audit Commission.
15
Part 3
How we have performed in quality 2010 – 2011
Patient on Patient assault
Comparing those centres and hospitals that submitted information for last year’s Quality
Account, it can be seen that there has been a decrease across sites in the number of faceto- face incidents. This is due to a number of positive factors including; on-going training
programme for staff and a quality and audit framework.
90
80
70
60
50
40
2009 - 2010
30
2010 - 2011
20
10
0
A
B
C
D
E
16
Clinical Effectiveness
Pressure Area Care
These figures are of pressure areas reported across the units that provide NHS services in
the areas of neurodisability and neurorehabilitation. These figures include both pressure
ulcers that have been formed whilst in our care and those that the patient had when being
admitted to the units.
As the diagram indicates there has been decrease in the number in 50% of the units with
one unit remain unchanged, one additional case in unit A and two additional cases in unit D
from the previous year.
20
18
16
14
12
10
2009
8
2010
6
4
2
0
A
17
B
C
D
E
F
How we have performed in quality 2010 – 2011
Complaints
All units are required by legislation to keep a complaints log, for example, listing the
complaint, action taken and outcome. A review of the last two years has been undertaken
to ascertain trends in complaints so that appropriate measures can be taken to address
these.
These figures are for complaints made and investigated. All complaints were resolved
locally in consultation with commissioners and where appropriate, carers and relatives.
16
14
12
10
8
6
2009 - 2010
4
2010 - 2011
2
0
Quality of
Care
Staff
Behaviour
Treatment
Catering
Environment
Other
It can be noted that there has been a significant reduction across those units that fall within
the scope of this quality account, with the exception of staff behaviour. The company has
addressed this both through the investigation process and through review of supervision and
training provision across the sites.
18
Satisfaction Surveys
Patient, carer, family, referrer satisfaction surveys are not only a legal requirement but are
also a valuable source of information for the Huntercombe Group to ensure that the service
that is offered meets the needs of those in our care.
The method of collecting data has evolved since the last quality account and a new, generic
form for clients and relatives is now in use across all our neurodisability/neuro rehabilitation
units. This will be developed over the next 12 months to include all our other units. We
have been using the same generic survey for our referrers since 2007 and going forward,
we are intending to use online survey versions to increase the overall response rate for this
particular survey.
Client/Relative Surveys
The generic client/ relative survey comprise questions on the following:
•
•
•
•
•
•
the welcome pack/ client’s handbook
patient / client involvement in the care plan
the clinical team
treatment of patients/ clients as individuals
the centre appearance, facilities and activities
the quality of care
For the purpose of this report, it was decided to focus on three questions that we believe
provide a good indication about the overall experience of our patients/ clients:
•
How involved do you feel you are in your/ your relative’s care?
•
Do you feel you/ your relative are treated with dignity and respect?
•
How would you rate the quality of care you/ your relative has received so far?
As one example of how we use our data, the following graphs show two years comparable
data for our centre in Blackheath, London for the three questions listed above.
The
response rate in 2009 was 50% and in 2010 was 67%.
19
How involved do you feel you are in your / your relative's care?
(% responding "totally"/" to some extent")
95%
2010
2009
88%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90% 100%
Do you feel you/ your relative is treated with respect and dignity?
(% responding "totally" / "most of the time")
2010
95%
2009
81%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90% 100%
20
How would you rate the quality of care you have/ your relative has
received so far? (% responding "very good"/"good")
2010
85%
2009
88%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90% 100%
From these graphs, it is evident that at our centre in Blackheath we have seen good
improvements in treating our patients with dignity and respect and in involving them in their
care. Our result on the quality of care received so far is similar for the two years.
Results for 2009 – 2010 for the neurorehabilitation and Neurodisability services:
The following graph shows the Group’s 2009/ 2010 results for our 16 neurorehabilitation
and Neurodisability units. As a Group, we are typically achieving over 85% in all three
areas. Our 2010/2011 group results will be available in July 2011.
2010 survey results
How would you rate the quality of care you have/ your
relative has received so far? (% responding "very
good"/"good")
88%
Do you feel you / your relative is treated with dignity and
respect (% responding "totally"/"most of the time")
89%
How involved do you feel you are in your/ your relative's
care? (% responding "totally"/"fairly involved")
0% 10
%
85%
20
%
30
%
Referrer Surveys
Our group referrer survey includes questions on the following:
21
40
%
50
%
60
%
70
%
80
%
90 100
% %
•
Effectiveness of our communication with referrers
•
Clinical aspects of our service
•
Future service needs
•
Future referral patterns
For the purpose of this report, we have focussed on whether our referrers would refer to us
again in the future and if they would recommend us to a colleague. Our 2010 results are
based on a response rate of 13% and are as follows:
Referrer Survey 2010
Refer to us
again
Recommend
to colleague
91%
MH/LD/Other
81%
95%
BI/ NDU
89%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100
%
Over 90% of our referrers would refer to us again and over 80% would recommend our
services to a colleague. Our 2011 results will be available during July 2011 and a
comparison with 2010 will be made to see if progress has been made.
22