BMI Bath Clinic Hospital Quality Accounts
April 2013 to March 2014
Chief Executive’s Statement
Welcome to our Quality Accounts 2014, the fifth year we have published this
data. The information presented here on a broad range of quality measures
continues to grow in importance and usefulness for patients and
commissioners. Quality accounts already provide a key metric for people to
assess the strength of our 66 hospitals and clinics against other facilities - NHS
and independent - from which they might receive their care.
For BMI Healthcare and every other private provider the importance of
comparable quality data was recently reinforced by the conclusions of the
Competition Commission’s market investigation into private healthcare. From
the outset of the inquiry BMI Healthcare supported the principle that
competition in the sector would be enhanced if private hospitals produced
comparable quality data, and that competition amongst hospitals would drive
up service standards. We were therefore fully supportive when the
Commission announced in April that it is mandating the provision of greater
information on the performance of hospital operators and consultants. We
wholeheartedly agree when the Commission says that “a more transparent
market with patients actively making choices will drive hospital operators to compete on the things that
matter to patients”.
Whilst we are yet to see how the Commission will ensure that this is enacted, the private sector continues
to take its own steps. Five years ago BMI Healthcare was at the forefront of the sector’s efforts to be more
open about sharing comparable quality and pricing data when we sponsored the launch of the Hellenic
Project. Today that work has been superseded by the Private Hospitals Information Network which is
working towards publishing data that will allow patients and commissioners to make informed choices - a
challenge that the sector must now rise to. We at BMI Healthcare will continue to play our part in these
important developments, which we believe can have a significant role in driving higher quality standards.
I remain proud, but certainly not complacent, about the quality of care our hospitals provide. Last year
BMI Healthcare invested £40m in our hospitals, supporting our committed staff and consultants to meet
the challenge of providing consistently safe, high quality care. We constantly measure our patients’
experience, and I am pleased to note that in the three months to the end of March 2014, 97.3% of
patients independently surveyed expressed satisfaction with their care and 97.9% said they would
recommend us to others. There is however always room for improvement, and publication of comparable
quality data across the independent sector can only help.
The information available in these quality accounts has been reviewed by the Clinical Governance Board
and I declare that as far as I am aware the information contained in these reports is accurate. I thank all
the staff whose energy and devotion to improvement is represented here and, more importantly, in the
experiences of every patient who steps across our threshold.
Stephen Collier
Chief Executive Officer
Hospital Information
The hospital has 67 beds with all rooms offering the privacy and comfort of en-suite facilities,
satellite TV and telephone. The hospital has 3 theatres, two major and one minor, and a
dedicated endoscopy unit.
We also benefit from a full range of diagnostic imaging equipment including fixed site 64-slice
CT and MRI scanners, ultrasound, mammography and x-ray. Work is underway to replace the
MRI scanner with the very latest specification model over the coming year.
Year to date, NHS patients have accounted for 48% of our overall patient numbers.
In addition to our Any Qualified Provider work, throughout 2013 and 2014, we are undertaking
an initiative for the local Trust whereby surgical lists covering a variety of specialties are being
transferred to BMI Bath Clinic.
BMI Healthcare is registered as a provider with the Care Quality Commission (CQC) under the
Health & Social Care Act 2008. BMI Bath Clinic is registered as a location for the following
regulated services:•
•
•
•
Treatment of disease, disorder and injury
Surgical procedures
Diagnostic and screening
Family Planning
The CQC carried out an unannounced inspection on 1st May 2013 and found BMI Bath Clinic to
be compliant with all outcomes inspected:
Treating people with respect and involving them in their care
Providing care, treatment & support that meets people's needs
Caring for people safely & protecting them from harm
Staffing
Quality and suitability of management
BMI Bath Clinic has a local framework through which clinical effectiveness, clinical incidents and
clinical quality is monitored and analysed. Where appropriate, action is taken to continuously
improve the quality of care. This is through the work of a multidisciplinary group and the Medical
Advisory Committee.
Regional Clinical Quality Assurance Groups monitor and analyse trends and ensure that the
quality improvements are operationalised.
At corporate level the Clinical Governance Board has an overview and provides the strategic
leadership for corporate learning and quality improvement.
There has been ongoing focus on robust reporting of all incidents, near misses and outcomes.
Data quality has been improved by ongoing training and database improvements. New reporting
modules have increased the speed at which reports are available and the range of fields for
analysis. This ensures the availability of information for effective clinical governance with
implementation of appropriate actions to prevent recurrences in order to improve quality and
safety for patients, visitors and staff.
At present we provide full, standardised information to the NHS, including coding of procedures,
diagnoses and co-morbidities and PROMs for NHS patients.There are additional external
reporting requirements for CQC, Public Health England (Previously HPA) CCGs and Insurers.
BMI is a founding member of the Private Healthcare Information Network (PHIN) UK – where
we produce a data set of all patient episodes approaching HES-equivalency and submit this to
PHIN for publication. The data is made available to common standards for inclusion in
comparative metrics, and is published on the PHIN website http://www.phin.org.uk. This website
gives patients information to help them choose or find out more about an independent hospital
including the ability to search by location and procedure.
1. Safety
1.1 Infection prevention and control
The focus on infection prevention and control continues under
the leadership of the Group Head of Infection Prevention and
Control, in liaison with the link nurse in BMI Bath Clinic.
The focus on infection prevention and control continues under
the leadership of the Group Director of Infection Prevention and
Control and Group Head of Infection Prevention and Control, in
liaison with the Infection Prevention and Control Lead at BMI
Bath Clinic.
We have had: • Zero cases of MRSA bacteraemia in the last year (NHS 1.17cases/100,000 bed days).
• Zero MSSA bacteraemia cases /100,000 bed days
• Zero E.coli bacteraemia cases/ 100,000 bed days
• Zero cases of hospital apportioned Clostridium difficile in the last 12 months.
• SSI data is also collected and submitted to Public Health England for orthopaedic
surgical procedures. Our rates of infection for the reporting period are:
o Hips: <0.5%
o Knees: <0.5%
Surveillance of infections
BMI Bath Clinic participates in surveillance and monthly reporting of alert organisms to Public
Health England (PHE). Data is provided to PHE for Methicillin-Resistance Staphylococcus
aureus (MRSA), Methicillin-Sensitive Staphylococcus aureus (MSSA), Escherichia coli (E.coli)
bacteraemia and Clostridium difficile infection.
BMI Bath Clinic is working towards the surveillance of orthopaedic surgical site infections in hip
and knee surgery and will undertake the training provided by PHE in 2014.
Audit
Infection Prevention and Control audits are an essential element of the infection prevention and
control (IPC) programme and ensure compliance with the ‘Health and Social Care Act 2008,
Code of Practice for health and adult social care on the prevention and control of infections and
related guidance.’
The audit tools for measuring IPC standards across BMI healthcare have been based on the
Infection Prevention Society Audit tools, and the Department of Health High Impact
Interventions. There is an annual audit programme in place and local results are reviewed by
the IPC Committee. Where results highlight poor practice, infection Prevention Society Rapid
Improvement Tools are used and action plans developed. These are monitored and repeated
until results are adequate.
Audits undertaken include:
•
•
•
•
•
•
Monthly High Impact Intervention care bundle audits undertaken by rotating members of
clinical nursing staff,
Monthly IPC audit as part of BMI clinical audit programme, undertaken by the HIPC lead,
Annual Infection Prevention Society quality improvement tool audits of all clinical areas,
undertaken by the link practitioner for that area,
Annual Patient Led Assessment of the Care environment (PLACE) undertaken by the
Quality Manager and patient representatives
Annual sharps audit led by Daniels
Annual mattress audit undertaken by HIPC lead.
Training
BMI Bath Clinic takes the education and training of staff in IPC seriously and include it within the
induction and mandatory training programmes for all staff. It is a requirement for all staff to
partake in annual IPC training. All staff are required to undertake practical sessions for hand
hygiene and clinical staff additionally complete workshops and competence assessments for
Aseptic Non-Touch Technique (ANTT) and High Impact Intervention/Care Bundles.
Environmental cleanliness is also an important factor in infection prevention and our patients
rate the cleanliness of our facilities highly.
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1.2 Patient Led Assessment of the Care Environment (PLACE)
We believe a patient should be cared for with compassion and dignity in a clean, safe environment.
Where standards fall short, they should be able to draw it to the attention of managers and hold the
service to account. PLACE assessments will provide motivation for improvement by providing a clear
message, directly from patients, about how the environment or services might be enhanced.
In 2013 we introduced PLACE, which is the new system for assessing the quality of the patient
environment, replacing the old Patient Environment Action Team (PEAT) inspections.
The assessments involve patients and staff who assess the hospital and how the environment
supports patient’s privacy and dignity, food, cleanliness and general building maintenance. It focuses
entirely on the care environment and does not cover clinical care provision or how well staff are
doing their job.
The results will show how hospitals are performing nationally and locally.
PLACE results 2013
Category
Result
Cleanliness
95.8%
Food & hydration
97.1%
Privacy, dignity & wellbeing
90.7%
Condition, appearance & maintenance
91.5%
The 2014 PLACE took place in March 2014 and was carried out by two patient assessors and
two members of staff. The data has been submitted and we are awaiting the results. A number
of actions have already been carried out as a result of the 2014 audit including the purchase of
additional signage for our wards and the repositioning of an oxygen cylinder in our patient lift. In
addition we have a rolling programme in place to ensure that our seating is replaced with
wipeable items as and when replacement is required.
1.3 Venous Thrombo-embolism (VTE)
BMI Healthcare, holds VTE Exemplar Centre status by the Department of Health across its
whole network of hospitals including, BMI Bath Clinic. BMI Healthcare was awarded the Best
VTE Education Initiative Award category by Lifeblood in February 2013 and were the Runners
up in the Best VTE Patient Information category.
We see this as an important initiative to further assure patient safety and care. We audit our
compliance with our requirement to VTE risk assess every patient who is admitted to our facility
and the results of our audit on this has shown 100% completion of VTE risk assessment of the
notes audited on a monthly basis.
BMI Bath Clinic reports the incidence of Venous Thromboembolism (VTE) through the corporate
clinical incident system. It is acknowledged that the challenge is receiving information for
patients who may return to their GPs or other hospitals for diagnosis and/or treatment of VTE
post discharge from the Hospital. As such we may not be made aware of them. We continue to
work with our Consultants and referrers in order to ensure that we have as much data as
possible.
2. Effectiveness
2.1 Patient reported Outcomes (PROMS)
Patient Reported Outcome Measures (PROMs) are a means of collecting information on the
effectiveness of care delivered to NHS patients as perceived by the patients themselves.
PROMs is a Department of Health led programme.
For the current reporting period, the tables below demonstrate that the health gain between
Questionnaire 1 (pre-operative) and Questionnaire 2 (post–operative) for patients undergoing
hip replacement and knee replacement at BMI Bath Clinic shows an improvement.
Oxford Hip Score average
2013
BMI Bath
Clinic
Q1
Q2
Health gain (Q2 - Q1 average)
20.442
40.744
20.302
17.907
39.224
21.317
England
Copyright © 2011 Re-used with the permission of The Health and Social Care Information Centre. All rights reserved.'
Oxford Knee Score average
2013
Q1
BMI Bath
Clinic
22.9
Q2
Health gain (Q2 - Q1 average)
38.8
15.9
34.902
16.1
18.893
England
Copyright © 2013, The Health and Social Care Information Centre. All Rights Reserved.
2.2 Enhanced Recovery Programme (ERP)
The ERP is about improving patient outcomes and speeding up a patient’s recovery after
surgery. ERP focuses on making sure patients are active participants in their own recovery and
always receive evidence based care at the right time. It is often referred to as rapid recovery, is
a new, evidence-based model of care that creates fitter patients who recover faster from major
surgery. It is the modern way for treating patients where day surgery is not appropriate.
ERP is based on the following principles:1. All Patients are on a pathway of care
a. Following best practice models of evidenced based care
b. Reduced length of stay
2. Patient Preparation
a. Pre Admission assessment undertaken
b. Group Education sessions
c. Optimizing the patient prior to admission – i.e HB optimisation, control comorbidities, medication assessment – stopping medication plan.
d. Commencement of discharge planning
3. Proactive patient management
a. Maintaining good pre-operative hydration
b. Minimising the risk of post-operative nausea and vomiting
c. Maintaining normothermia pre and post operatively
d. Early mobilisation
4. Encouraging patients to have an active role in their recovery
a. Participate in the decision making process prior to surgery
b. Education of patient and family
c. Setting own goals daily
d. Participate in their discharge planning
BMI Bath Clinic is achieving these principles and the average length of stay for NHS patients
decreased from 4.2 in October 2013 to 3.8 days March 2014.
BMI Bath Clinic is continuing to review its plans and look at other strategies related to enhanced
recovery with the work of the enhanced recovery board and related review meetings.
2.3 Unplanned Readmissions within 31 days and unplanned returns to theatre.
Unplanned readmissions and unplanned returns to theatre are normally due to a clinical
complication related to the original surgery.
Local work addressing pre-admission assessments and capturing patients with co-morbidities or
high anaesthetic risk has been a high priority for BMI Bath Clinic. We anticipate that this will
reduce the number of returns to theatre by ensuring that patients are as fit as possible preoperatively with full engagement of the anaesthetic team if required.
3. Patient experience
3.1 Patient satisfaction
BMI Healthcare is committed to providing the highest levels of quality of care to all of our
patients. We continually monitor how we are performing by asking patients to complete a patient
satisfaction questionnaire. Patient satisfaction questionnaires are administered by an
independent third party.
In addition to our questionnaires, we are currently running an additional initiative to further
explore the difference between “excellent” quality of care and “very good”. To that end, we are
inviting previous patients who have rated us accordingly to join online focus groups run by a
market research company. Following completion of these focus groups we will be engaging a
training provider to deliver bespoke training to all staff on customer excellence.
Patient satisfaction - % Excellent and Very Good
100
90
80
70
60
2012/2013
2013/2014
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3.2 Complaints
In addition to providing all patients with an opportunity to complete a satisfaction questionnaire,
BMIBath Clinic actively encourages feedback both informally and formally. Patients are
supported through a robust complaints procedure, operated over three stages:
Stage 1: Hospital resolution
Stage 2: Corporate resolution
Stage 3: Patients can refer their complaint to independent adjudication if they are not satisfied
with the outcome at the other 2 stages.
In the past 12 months BMI Bath Clinic has noticed an emerging trend in complaints relating
directly to Consultants. The approach to this is to facilitate a response from the Consultant(s)
concerned within the BMI complaints’ policy timeframe and to stay close to the complaint
throughout its duration in order that the patient does not feel that we do not wish to be involved.
It is now standard practice to offer all complainants the opportunity to meet with the Executive
Director either before and/or after receiving our full response.
4. CQUINS
2013-2014
BMI Bath Clinic has achieved the following:
•
Maintained its Friends and Family positive responses of 93% for the year, and this
question is now included in the BMI Pulse staff survey.
•
Consistently achieved 100% data completion data for the Safety Thermometer.
•
Screened 100% of sampled patients over age 75 for dementia and all patients in this
group then screened using the dementia risk assessment tool.
•
Screened 100% of sampled patients on admission for VTE risk assessment. Only 1
case of VTE identified, root cause analysis completed and learning shared with MDT.
•
100% of sampled patients have smoking status recorded on admission. Currently in
process of reviewing smoking cessation support facilities for both patients and staff and
aim to further develop this service over the next year.
2014-2015
BMI Bath Clinic is already working towards achievement of the new local CQUIN:
•
Mobilise patients who have had a hip or knee procedure within 24 hours of surgery.
5. National Clinical Audits
BMI Bath Clinic was only eligible to participate in National Joint Registry audit and all joint
replacements are submitted to this. BMI hospital data is from page 196 onwards in attached
latest NJS report. Use this if appropriate with your narrative on the data and any improvement
plans.
6. Research
No NHS patients were recruited to take part in research.
7. Priorities for service development and improvement
BMI Bath Clinic’s Director of Clinical Services is rolling out the new clinical strategy. Heads of
clinical departments have each been given ownership of one of the 6 Cs, the aim of which is to
encourage staff to embrace the 6 Cs by making them a living part of the care and service that is
delivered.
BMI Bath Clinic is preparing for the delivery and installation of a new MRI scanner to
complement and enhance the existing diagnostic imaging service.
BMI Bath Clinic is in the process of increasing its acuity by equipping a dedicated area of the
inpatient ward to enable this higher level of care to be given and by advancing nursing skills to
the required standard through training.
A dedicated Infection Prevention and Control (IPC) Lead position has been created and is
currently being recruited for to demonstrate BMI Bath Clinic’s emphasis to infection prevention
and control. This position has responsibility for implementation of the current IPC action plan, to
undertake IPC surveillance, to provide IPC training, to provide support for staff, to improve and
maintain best practice.
A further initiative is underway to promote and develop the wellbeing of staff, including
Mindfulness sessions, massage therapy at work, provision of healthy food, smoking cessation
support and initiatives such as Workout @ Work which is designed to inspire people to move
more and make positive health changes.
8. Mandatory Quality Indicators
8.1 The value and banding of the summary hospital-level mortality indicator (SHMI) for BMI Bath
Clinic for the reporting period.
Unit
Data not
available
Reporting Periods
(at least last two
reporting periods)
Oct 11 – Jun 13
National
Average
Highest National
Score
Lowest National
Score
1.0006
1.1822
0.6735
8.2 BMI Bath Clinic patient reported outcome measures scores for
(i) Groin hernia surgery
Unit
Less than 30
patients
going
through the
process,
meaning that
the site
cannot be
scored
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
0.083
0.157
0.014
(ii) Varicose vein surgery
Unit
Data not
available
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
-8.738
8.172
-15.918
National
Average
Highest National
Score
Lowest National
Score
21.280
24.684
17.214
(iii) Hip replacement surgery
Unit
21.037
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
(iv) Knee replacement surgery during the reporting period.
Unit
17.205
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
15.99
20.37
12.2
BMI Bath Clinic considers that the data for both hips and knees is as described for the following
reasons:
• Orthopaedic surgery is Bath Clinic’s primary specialty and this is reflected in the PROMs
which show that the results are in-line with or exceed the national average.
BMI Bath Clinic intends to take the following actions to improve this number, and so the quality
of its services by:
• Continuing to develop the enhanced recovery programme
• Exploring patient satisfaction results in new and innovative ways
• Promoting staff well-being with the intention of this reflecting in improved patient care
8.3 (i) The percentage of patients aged 0-14 readmitted to a hospital which forms part of BMI
Bath Clinic within 28 days of being discharged from a hospital which forms part of the hospital
during the reporting period.
Unit
0
Reporting Periods
(at least last two
reporting periods)
Apr 11 - Mar 12
National
Average
Highest National
Score
Lowest National
Score
11.45
14.35
7.96
BMI Bath Clinic considers that this data is as described for the following reasons:
Bath Clinic only provides minor surgical day care procedures for children resulting in low risk of
readmission.
BMI Bath Clinic will be reviewing the provision of services to children over the course of the next
year to ensure it remains a safe and effective service.
8.3.(ii)The percentage of patients aged 15 or over readmitted to a hospital which forms part of
BMI Bath Clinic within 28 days of being discharged from a hospital which forms part of the
hospital during the reporting period.
Unit
0.3%
Reporting Periods
(at least last two
reporting periods)
Apr 11 – Mar 12
National
Average
Highest National
Score
Lowest National
Score
10.01
14.51
5.54
BMI Bath Clinic considers that this data is as described for the following reasons:
•
Unplanned readmissions have been due to a number of known potential clinical
complications related to the original surgery including; pain, poor mobility, urinary
retention, constipation, additional surgical intervention, observation of wound, washout
of wound and wound infection.
BMI Bath Clinic intends to take the following actions to improve this percentage, and so the
quality of its services, by:
•
•
•
•
Continuing to undertake root cause analysis for all post-operative wound infections to
identify contributing factors, improve practice where possible and share learning.
Continue to follow up all post-surgical patients post discharge with a courtesy call within
forty-eight hours to check wellbeing and provide advice and support.
Continue to ensure that all patients have a point of contact should they experience
problems post discharge.
Ensure that patients are supported with adequate information about potential postoperative pain, symptoms and complications from pre-admission to post-discharge.
8.4 BMI Bath Clinic’s responsiveness to the personal needs of its patients during the reporting
period.
Unit
93.69
Reporting Periods
(at least last two
reporting periods)
2012-2013
National
Average
Highest National
Score
Lowest National
Score
68.1
84.4
57.4
BMI Bath Clinic considers that this data is as described for the following reasons:
•
•
•
High Registered Nurse to patient ratio
Greater capacity
Single occupancy rooms to facilitate private discussion
BMI Bath Clinic intends to take the following actions to improve this number, and so the quality
of its services, by:
•
•
Developing the wellbeing of staff which will then reflect in the delivery of personalized
high quality care.
Learning from the feedback given in the market research initiative which is currently
underway to understand the difference between an overall quality of care rating of Very
Good and Excellent.
8.5 The percentage of patients who were admitted to BMI Bath Clinic and who were risk
assessed for venous thromboembolism during the reporting period.
Unit
Reporting Periods
(at least last two
reporting periods)
National
Average
Highest National
Score
Lowest National
Score
100%
Apr 13 – Jan 14
96
100
79
BMI Bath Clinic considers that this data is as described for the following reasons:
The current sampling of notes may not be representative of the entire patient population.
BMI Bath Clinic intends to take the following actions to improve this percentage and so the
quality of its services, by reviewing the sampling method to broaden the number of patients
included in sample.
8.6 The rate per 100,000 bed days of cases of C difficile infection reported within BMI Bath
Clinic amongst patients aged 2 or over during the reporting period.
Unit
0
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
17.3
30.8
0
BMI Bath Clinic considers that this data is as described for the following reasons:
• Robust infection prevention and control practices integral to everyday practice
• Daily Lead Pharmacist review of anti-biotic prescribing.
BMI Bath Clinic intends to maintain this rate by achieving consistency of practice and standards.
8.7 The number and, where available, rate of patient safety incidents reported within BMI Bath
Clinic during the reporting period, and the number and percentage of such patient safety
incidents that resulted in severe harm or death.
Number of patient safety incidents reported
Unit
285
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
44.55
1,810
0
Rate of patient safety incidents reported (Incidents per 100 Admissions)
Unit
6.1
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
7.76
30.95
1.68
Number of patient safety incidents that resulted in severe harm or death
Unit
0
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
0.64
28
0
Percentage of patient safety incidents that resulted in severe harm or death (Incidents per 100
Admissions)
Unit
0%
Reporting Periods
(at least last two
reporting periods)
Apr 12 – Mar 13
National
Average
Highest National
Score
Lowest National
Score
0.9
2.9
0.0
BMI Bath Clinic considers that this data is as described for the following reasons:
•
Robust reporting culture and daily promotion of patient safety.
BMI Bath Clinic intends to maintain this ratio but continuing to promote the identification of
patient safety issues and to manage and reduce risk of actual harm.
8.8 The percentage of staff employed by BMI Bath Clinic during the reporting period, who would
recommend BMI Bath Clinic as a provider of care to their family or friends.
Unit
90%
Reporting Periods
(at least last two
reporting periods)
2013
National
Average
Highest National
Score
Lowest National
Score
64.58
96.43
33.73
BMI Bath Clinic considers that there may be a number of potential reasons for this response but
rather than speculate its aim is to establish the underlying issues by undertaking the following
actions:
•
•
•
Invest in and promote staff wellbeing
Implement specific action plan following staff survey
Introduce anonymous staff feedback boxes
9. Non-Mandatory Quality Indicators
9.1 The percentage of patients who received care as inpatients or discharged from A&E during
the reporting period, who would recommend BMI Bath Clinic as a provider of care to their family
or friends.
Unit
86%
Reporting Periods
(at least last two
reporting periods)
Jun 13 – Jan 14
National
Average
Highest National
Score
Lowest National
Score
66.23
94.38
35.63
BMI Bath Clinic considers that this data is as described for the following reasons:
Consistently achieved >95% overall quality of care rating in its patient satisfaction feedback for
the reporting period. It would therefore be reasonable to assume that this would be reflected in
the Family and Friends recommendation question.
BMI Bath Clinic intends to take the following actions to improve this percentage and so the
quality of its services, by learning from the feedback given in the market research initiative
which is currently underway to understand the difference between an overall quality of care
rating of Very Good and Excellent.