page 21. - The Royal Wolverhampton Hospitals NHS Trust

ChatBack
Feedback from over 1,000 members of staff who attended our
ChatBack events during February and March was fantastic – a
huge ‘thank you’ to all who took part.
In the 2008 Care Quality Commission (CQC) national staff survey
the Trust scored below average in a number of areas when
compared with other similar Trusts – and ChatBack has enabled
us to provide staff and managers more meaningful information at
a Directorate level.
Events took place in various venues across the site to give staff the
chance to share their views on what it is like to work at New Cross.
ChatBack responses have now been collated and analysed by an
independent consultancy and results will be published in a variety
of formats so that they are available to all staff within the Trust.
Staff and managers are being encouraged to work together to
review their local ChatBack results.
Look out for Directorate level results, which will be appearing on a
notice board near you!
CQC Improvements
Work pressure
In the CQC surveys staff were asked questions to assess the extent
to which they feel there is adequate time, equipment and staffing
for them to do their job properly. Possible scores range from 1
to 5, with 1 representing virtually no pressure felt by staff, and 5
representing extremely high feelings of work pressure.
• In the 2008 CQC national staff survey the Trust’s score was 3.10
• In the 2009 CQC national staff survey the Trust’s score was
3.02, which was in the lowest (best) 20% when compared with
trusts of a similar type.
Staff Appraisal
• In the 2008 CQC national staff survey 28% of staff reported
that they had received a well structured appraisal in the last
12 months
• In the 2009 CQC national staff survey 36% of staff reported
that they had received a well structured appraisal in last 12
months, which was in the highest (best) 20% when compared
with trusts of a similar type.
Chatback Brings ‘Fantastic’
Response from Staff
Staff job satisfaction
Staff were asked questions about how satisfied they are with
various aspects of their job, including: recognition for good
work; support from their immediate manager and colleagues;
freedom to choose methods of working; amount of responsibility;
opportunities to use their skills; and the extent to which the
trust values their work. Possible scores range from 1 to 5, with
1 representing very dissatisfied staff and 5 representing very
satisfied staff.
• In the 2008 CQC national staff survey the Trust’s score was 3.42
• In the 2009 CQC national staff survey the Trust’s score was 3.50,
which was above (better than) average when compared with
trusts of a similar type.
Staff intention to leave
Staff were asked questions to assess the extent to which they are
considering leaving their trust and looking for a new job. Possible
scores range from 1 to 5, with 1 representing staff who have no
intention of leaving their jobs, and 5 representing staff who are
very keen to leave their jobs.
• In the 2008 CQC national staff survey the Trust’s score was 2.61
• In the 2009 CQC national staff survey the Trust’s score was 2.45,
which was below (better than) average when compared with
trusts of a similar type.
Percentage of staff working extra hours
• In the 2008 CQC national staff survey 74%
74%
of staff said that, in an average week, they
work longer than the hours for which they
are contracted
• ChatBack found that 63% of staff often work
63%
beyond their contracted hours, with 10%
choosing to do so to earn extra pay
Percentage of staff receiving job-relevant training,
learning or development in last 12 months
• In the 2008 CQC national staff survey 74%
74%
of staff reported that they had received jobrelevant
training, learning or development
in last 12 months
• ChatBack found that in the last 12 months
94%
94% of staff had received training to
support them in their job (including
mandatory training)
Support from immediate managers
ChatBack
Feedback
• In the 2008 CQC national staff survey the
3.43
Trust scored 3.43 when staff were asked
questions to assess the extent to which they
feel that their immediate manager provides
them with support.
Percentage of staff able to contribute to changes
at work
• In the 2008 CQC national staff survey
58%
58% of staff agreed that they were able to
contribute to changes at work
• ChatBack found that 72% of staff are able to
72%
make suggestions to improve the work of
their team/department
Percentage of staff reporting good communication
between senior management and staff
• In the 2008 CQC national staff survey 21%
21%
of staff reported good communication
between senior management and staff
• ChatBack found that 50% of staff of staff
50%
felt that communication between senior
management and staff is effective
Percentage of staff agreeing that they understand
their role and where it fits
• In the 2008 CQC national staff survey 41%
41%
of staff agreed that they understand their
role and where it fits
75% • ChatBack found that 75% of staff agreed
that they know how their role contributes
to what their directorate is trying to achieve
• ChatBack found that the Trust scored
3.62
3.62 when staff were asked whether
The full CQC national staff survey results for 2008
their immediate line manager provides
and 2009 are available at www.cqc.org.uk
them with the support they need to work
effectively
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