Appendix 2 Patient experience dashboard
Outpatient feedback
OUH and national FFT % not recommend
100%
90%
85%
Extremely likely
Likely
Neither unlikely
nor likely
Unlikely
95%
Extremely unlikely
Don't know
Nursing staff and play workers are excellent, very informative,
caring, and supportive. Children’s day cases, JR.
10%
8%
0%
2%
2.0%
0.0%
3%
0.9%
0.6%
0.7%
Dec-14
Jan-15
Feb-15 Mar-15 Apr-15 May-15
2%
1.5%
0%
Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
100% 96%
85%
98%
100%
90%
80%
94%
86%
60%
30%
0.6%
20%
0.0%
20%
20%
5%
0%
0%
Mar-15
Apr-15
May-15
FFT Inpatient and day case response rates
by division
0%
Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
18%
80%
7%
0% 1%
7%
5%
0%
0%
14%
10%
6%
6%
10%
Apr-15 FFT % Not Recommend: National
Best and Worst
10%
40%
60%
0.7%
15%
66%
Feb-15
40%
Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
Apr-15 FFT % Recommend: National Best
and Worst
Jan-15
50%
1%
90%
Dec-14
IP & DC = 1,045/12,581. ED = 81/4,888. Mat = 109/600
FFT Inpatient % not recommend by
division
Apr-15 FFT Response Rates: National Best
and Worst
65%
60%
47%
40%
1%
20%
worst
5%
18%
OUH
Children's Day Cases
20%
best
Don't know
4.0%
1%
100%
40%
30%
92%
worst
81%
Extremely unlikely
96%
94%
OUH and National FFT response rates
6.0%
2%
best
Neither unlikely
nor likely
Unlikely
97%
97%
96%
Likely
16%
FFT Inpatient % recommend by division
99%
98%
Extremely likely
3%
Feb-15 Mar-15 Apr-15 May-15
OUH
Children's Outpatients
Jan-15
best
Children’s feedback
100%
Dec-14
worst
The caring attitude of the staff which was thorough and
professional. Pre-operative assessment, JR (CSS)
75%
OUH
The range of information was extremely helpful,
knowledgeable staff and a good insight into what the barriers
are to losing weight. The staff have a really good range of
resources to sign-post to. Friendly, un-intimidating and great
motivation. Here for Health drop-in service, JR.
81%
80%
best
I had a good team working on me while I was here. Special
thanks to H and A for all that they have done for me and yes I
would tell all my family and friends about the good work you
do. Physiotherapy, Horton (MRC)
worst
Dec-14 Jan-15 Feb-15 Mar-15 Apr-15 May-15
50%
7.4%
worst
92%
FFT: Response rates
8.0%
OUH
94%
95%
best
96%
97%
96%
94%
worst
97%
best
98%
90%
OUH and National FFT % recommend
OUH
Outpatient FFT: % recommend
FFT: % not recommend
OUH
100%
FFT: % recommend
Inpatients
ED
Maternity
Only NHS Trusts with more than 100 responses have been
included.
IP IP IP ED ED ED Mat Mat Mat
Only NHS Trusts with more than 100 responses have been
included.
Excellent nursing care both day & night, always with
compassion and a sunny smile. Wonderful ancillary staff.
Clean & comfortable ward. Very good catering. Juniper
ward, Horton (MRC)
The care here is absolutely wonderful. This is the second
time I've been here in six weeks. Everyone is professional
but also kind and helpful. Nothing is too much trouble. I
can't praise the staff highly enough. Jane Ashley and
Colorectal Centre, Churchill Hospital.
9%
8%
OUH
worst
0%
best
Inpatients
best
2%
0%
OUH
worst
ED
Only NHS Trusts with more than 100 eligible patients have been
included.
Friendly, caring, helpful, efficient. Clean environment,
prompt responses. Cheerfulness of the staff, helped the
'medicine' go down well. Ward E, NOC (NOTSS)
Complaints
New complaints
New PALS enquiries
% Complaints against Finished Consultant Episodes (FCE)
% PALS against FCE
0.14%
0.50%
0.12%
0.10%
0.08%
0.11%
0.40%
0.09%
0.09%
0.30%
0.04%
0.04%
0.03%
0.02%
0.35%
0.23%
0.20%
0.16%
0.0007
0.10%
0.00%
0.00%
Dec-14
Jan-15
Feb-15
Mar-15
Apr-15
Dec-14
Jan-15
Feb-15
Mar-15
Apr-15 May-15
This includes all PALS enquiries and issues: positive, negative, or mixed
feedback; issues for resolution; and advice or information requests.
May-15
New Complaints Opened
40
23
20
8
7
4
10
0
Dec-14
Jan-15
Feb-15
Mar-15
Apr-15
May-15
Complaints by severity grading, Feb 2015 - April 2015
100
98%
8
6
5
4
4
2
1
1
0
97%
96%
96%
96%
93%
92%
Quarter 2
(2014/15)
Quarter 3
(2014/15)
1
Corporate
Complaints themes by division, February 2015 - April 2015
80
100%
99%
98%
96%
94%
20
93%
0
C&W
Clinical treatment
Appointments
Target 95%
95%
40
92%
MRC
NOTSS
Patient Care
S&O
Values & Behaviours (staff)
CSS
Corporate
Admission and Discharge
Other
1
90%
Jan-15
Feb-15
Mar-15
Apr-15
0 0
0
MRC
82%
81%
80%
79%
78%
77%
76%
75%
74%
73%
72%
NOTSS
S&O
Apr-15
May-15
81%
0 0
CSS
Corporate
May-15
81%
79%
75%
Quarter 1
(2014/15)
91%
Dec-14
1
% Complaints upheld or partially upheld
97%
60
1 1
Quarter 4
(2014/15)
% complaints acknowledged within 3 days
CSS
2
C&W
20
S&O
3
0
Quarter 1
(2014/15)
NOTSS
4
2
94%
40
MRC
Q4 2014/15
95%
89%
C&W
Q3 2014/15
Reopened complaints: April and May 2015
3
90%
0
Q2 2014/15
4
91%
60
8
5
97%
92%
80
10
Q1 2014/15
% complaints investigations completed within agreed
timescales
28
14
12
Managing complaints
30
30
Reopened complaints
14
0.20%
0.06%
50
Closed complaints
Quarter 2
(2014/15)
Quarter 3
(2014/15)
Quarter 4
(2014/15)