Quality Account 2010/11 - James Paget University Hospitals

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Question Area Conclusions Recommended Actions Post-natal Hospital Care Feeding Baby Care at Home After Birth Trust scores in comparison to other Trusts on issues relating to hospital care after the birth are more positive. Trust scores on issues relating to hospital care after the birth have fallen back compared to 2007. Trust scores in comparison to other Trusts on issues relating to feeding baby are less positive. Trust scores on issues relating to feeding baby have remained about the same compared to 2007. Trust scores in comparison to other Trusts on issues relating to care at home after the birth are more positive. Trust scores on issues relating to care at home have improved in respect of the overall rating of care compared to 2007. Examine ways of increasing the number of women who feel involved in decisions about their care during labour and the birth of their baby. Examine reasons why some women think their stay in hospital was too short. Ensure that women are given all the information they require about their own recovery after the birth of their baby. Ensure that all babies have a newborn examination before discharge. Ensure that both verbal and written information is easily understood by women, and that all the information and explanations required are given. Ensure that all women are treated with respect and dignity, kindness and understanding during their postnatal stay in hospital. Ensure that women have infant feeding discussed with them during their pregnancy by midwives. Ensure that women are given full support and encouragement, practical help and consistent advice about feeding their baby, particularly in relation to breast feeding. Look at ways of increasing the number of women breast feeding Ensure that women have a contact number in case they are worried by anything when at home after the baby’s birth. Review the number and frequency of midwives visits in the light of respondents’ views. Review the provision of information about looking after baby in the light of the number of women who say they either did not get information or that they only got it to some extent. Ensure that all women have postnatal check-ups for their own health. James Paget University Hospitals NHS Foundation Trust Quality Account 2010/11 Page 52 of 62
Compliments and Complaints As a Trust we are encouraged that our patients, their families and visitors can access ways to provide us with feedback and we welcome their comments. A total of 334 formal complaints were received by the Trust during 2010/11 on a range of issues as detailed in the graphs below. This equates to 4.2 complaints per 1000 admissions. All complaints are seen and responded to by the Chief Executive and we regularly review trends and change our practices as a direct result of this invaluable feedback. For an example of changes to practice following a complaint see case study below. Complaints 2010/2011 40 01.04.10 to 31.03.11 (Total Number = 334) 38 Number of Complaints 35 30 25 20 15 35 31 26 29 20 23 23 33 21 28 27 10 5 0 Apr-10 May-10 Jun-10 Jul-10 Aug-10 Sep-10 Oct-10 Nov-10 Dec-10 Jan-11 Feb-11 Mar-11 Month and Year Complaint Issues 2010/2011 300 250 262 01.04.11 to 31.03.11 (Total Number = 576) Number of Complaint Issues 200 150 100 84 91 50 0 25 8 6 30 1 20 10 4 4 1 16 1 7 3 2 1 Admiss, Disch & Trans Arrang Aids, Appliance Equit, Premise All Aspects Clinical Treatment Appoints Delay/cancel (IP) Appoints Delay/cancel (OP) Attitude Of Staff Comms/Inf To Patients Dementia Essence Of Care Failure To Follow Procedures Hotel Services Infection Control Other Paitent Privacy/Dignity Patient Discrimination/Status Patients Property & Expenses Personal Records (Inc Medical) Policy & Systems Transport (Amb & Other) Category Type James Paget University Hospitals NHS Foundation Trust Quality Account 2010/11 Page 53 of 62
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James Paget University Hospitals NH
Page 4 and 5: Contents Page Foreword by Chief Exe
Page 6 and 7: The old and the very young are know
Page 8 and 9: Statement of directors' responsibil
Page 10 and 11: Current position: Patient Falls 120
Page 12 and 13: Priority 1b: Patient safety - Reduc
Page 14 and 15: Five work streams have been agreed
Page 16 and 17: No Commissioning for Quality and In
Page 18 and 19: No Commissioning for Quality and In
Page 20 and 21: The services provided by James Page
Page 22 and 23: Clinical Audits Audit Name Applicab
Page 24 and 25: (NHSBT UK Transplant Registry) Audi
Page 26 and 27: Case Study 2: Upper Gastrointestina
Page 28 and 29: The Trust has a dedicated lead for
Page 30 and 31: NHS number and GMC code validity Ja
Page 32 and 33: What others say about the Trust Car
Page 34 and 35: Current Position: Inpatient Pressur
Page 36 and 37: Metric 3 - Venous Thromboembolism (
Page 38 and 39: Monthly CVC BSI Rates 14 12 Rate of
Page 40 and 41: Metric 8 - Nutrition & Hydration Ma
Page 42 and 43: Patient Safety Incidents As at 18 t
Page 44 and 45: Never Events Never Events are serio
Page 46 and 47: Existing Commitments and National P
Page 48 and 49: Patient Experience National In-pati
Page 50 and 51: An action plan has been developed f
Page 52 and 53: Maternity National Survey The respo
Page 56 and 57: Case Study: Health Service Ombudsma
Page 58 and 59: Patient Experience Measures Patient
Page 60 and 61: • 100 Key Scores Comparison 90% 8
Page 62 and 63: NHS Great Yarmouth & Waveney NHS Gr
Page 64: Glossary of Abbreviations A&E C dif
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Quality Account 2010/11 - James Paget University Hospitals

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