Appendix 2 Patient experience dashboard: FFT Comments Oct-15 Nov-15 Dec-15 Jan-16 100% 98% 98% 97% 96% 95% 98% 96% 94% 0% 3% Oct-15 Nov-15 Dec-15 3.4% 10% 1.5% 1.4% 5% Jan-16 FFT Inpatient % not recommend by division 3% 2% 2.0% 2% 1.6% 0.5% 0% Inpatients ED worst OUH 60% Maternity Only NHS Trusts with more than 100 responses have been included. IP Aug-15 Sep-15 Oct-15 8.0% 0.5% 0.0% ED Nov-15 Dec-15 Jan-16 FFT Inpatient and day case response rates by division 26% 21% 21% 13% 7% Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Dec-15 FFT Response Rates: National Best and Worst 69% 37% 40% 9.0% 0.0% 1.6% 40% 35% 30% 25% 20% 15% 10% 5% 0% 80% 2.3% 5.8% worst 62% 16% 60% OUH 72% 0% Jan-16 19.8% best 80% 85% 30.0% 25.0% 20.0% 15.0% 10.0% 5.0% 0.0% worst 91% 87% Nov-15 Dec-15 OUH 96% Oct-15 best 100% 99% Sep-15 0.0% 0.0% Dec-15 FFT % Not Recommend: National Best and Worst best 100% Aug-15 worst Jan-16 Dec-15 FFT % Recommend: National Best and Worst 100% Aug-15 Sep-15 OUH Oct-15 Nov-15 Dec-15 25% 15% 1% Aug-15 Sep-15 26% 25% 20% 6% 1% 92% 90% 9.0% 8% FFT Inpatient % recommend by division best I was treated efficiently, professionally, with respect, friendliness and kindness. I was also able to hear staff, including doctors, talking to elderly patients and was struck by their patience and desire to ensure understanding. My assessment and treatment were thorough. Very impressed. JR Emergency Department (MRC) Aug-15 Sep-15 OUH and National FFT response rates 30% 10% 2% worst The high level of care given to me during my stay was above and beyond my expectations. The care and consideration given by all staff is superior to all other hospitals and medical services I've experienced. Neurosciences Ward, JR (NOTSS) 80% 35% 12% 4% OUH Staff all wonderful and supportive, understanding and knowledgeable. It made a stressful time much more bearable. Robin’s ward, JR (C&W) 86% 85% best Every member of staff, nurse, doctor have been kind, caring, informative and very reassuring. Excellent care. Thank you. Child day care ward, JR (C&W) 90% worst The care and professionalism of all the staff cannot be faulted. ‐ This was my second stay on this ward and I was treated as a friend and remembered by the staff. I cannot speak more highly of them and the excellent caring service they provided 24/7 ‐ please could you ensure that everyone gets to see this because I want them to know my appreciation. Ward 7A, JR (MRC) 96% 94% 93% 95% 75% FFT: Response rates OUH and national FFT % not recommend 100% OUH Exceptional care. Swift diagnosis. Expert consultant. Natalia Price exemplary. The staff on this ward go beyond the call of duty to reassure and make patients comfortable at all times. Professional and also very kind. Well done. Gynaecology ward, JR (C&W) FFT: % not recommend OUH and National FFT % recommend best I can't praise this hospital highly enough. All staff from consultant surgeon to domestic staff are pleasant and courteous and very efficient. Buzzers are answered promptly and questions are given a thorough explanation. Hygiene is excellent. Altogether there is a very good atmosphere. As a very nervous patient I was treated with great patience and good humour. Surgical Emergency Unit 6F, JR (S&O) FFT: % recommend Mat Only NHS Trusts with more than 100 responses have been included. 17% 20% 22% 7% 0.1% 0% best OUH Inpatients worst best OUH worst ED Only NHS Trusts with more than 100 eligible patients have been included. Complaints New complaints 0.15% New PALS enquiries % Complaints against Finished Consultant Episodes (FCE) 0.50% Closed complaints % PALS against FCE 0.47% 0.40% 0.10% 0.08% 0.05% 0.20% 0.03% 0.10% 12 0.22% 0.21% 0.20% Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Complaints by severity grading, November 2015 - January 2016 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 This includes all PALS enquiries and issues: positive, negative, or mixed feedback; issues for resolution; and advice or information requests. Managing complaints 60 % complaints investigations completed within agreed timescales 0 C&W 100 MRC NOTSS S&O CSS Corporate Top complaints themes by division, November 2015 January 2016 95% 92% 90% C&W Clinical treatment Appointments NOTSS Patient Care Communication S&O CSS Corporate Admission and Discharge Other 0 Q1 2015/16 Q2 2015/16 Reopened complaints: November 2015 7 6 3 85% 82% 2 2 1 1 1 1 0 0 75% MRC 2 4 Quarter 4 (2014/15) 0 4 3 2 1 0 Q3 2015/16 5 80% 50 4 7 96% 95% 8 8 100% 20 10 Q4 2014/15 80 40 10 6 0.00% 0.00% 100 14 0.30% 0.06% 0.05% Reopened complaints 16 Quarter 1 (2015/16) Quarter 2 (2015/16) C&W Quarter 3 (2015/16) MRC NOTSS S&O CSS Corporate % Complaints upheld or partially upheld % complaints acknowledged within 3 days 90% 100% 80% 99% 81% 78% 70% 98% 60% 97% 50% 50% 96% Target 95% 95% 54% 40% 30% 94% 20% 93% 10% 0% 92% Quarter 4 (2014/15) 91% 90% Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Quarter 1 (2015/16) Quarter 2 (2015/16) Quarter 3 (2015/16)