5 Boroughs Partnership NHS Foundation Trust Annual ... - Monitor

Service users are asked to complete questionnaires as they are
discharged from the ward and a percentage of service users are offered
the questionnaires in community settings. During the past three months
response rates from the in-patient surveys have averaged 64 per cent and
monthly averages of 175 community surveys have been received.
The results are presented by Trust-wide in-patient, Trust-wide community
and by business stream (Adults Services, Later Life and Memory Services;
Learning Disability Services; Forensic Services and Child and Adolescent
Mental Health Services) and by individual ward and team.
Each survey identifies further ways for service users to feed their
experiences back to the Trust including Complaints and PALS. Each
survey also promotes the Patient Opinion website where service users and
carers are encouraged to describe their experiences in their own words.
Postings from the Patient Opinion website are in the Trust’s monthly
Performance Report.
Examples of the 2011 Results
Over 85 per cent of service users from in-patient services answered
‘Good or Excellent’ to the question relating to ‘Medication’ - How would
you rate the information you have been given by our staff about your
medication?
Over 93 per cent of service users from in-patient services answered
‘Good or Excellent’ to the question relating to ‘Safety’ - How safe do
you feel on your ward?
Over 90 per cent of service users from community services answered
‘Good or Excellent’ to the question relating to ‘Care and Treatment’ -
How well do you feel our staff deliver what is contained in your care
plan?
Over 91 per cent of service users from community services answered
‘Good or Excellent’ to the question relating to ‘Staff Time’ - How would
you rate the amount of time our staff are able to spend with you?
Over 99 per cent of service users from learning disability community
services answered ‘Yes’ to the question relating to ‘Dignity and
Respect’ - Do you feel ____________ listened to you?
Knowsley Integrated Provider Services (KIPS)
A Generic Satisfaction Survey has been designed to gain patients’
perception on the various services provided by KIPS.
The results are compared with the results from previous audits and
compared to the standards set by the Commissioning for Quality and
Innovation Payment Framework (CQUIN) targets.
Annual Report and Annual Accounts 2011-12 133