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Trust Board PaperTitleQuarterly Patient Experience ReportDate 18 th December 2012Sponsoring ExecutiveJudy Gillow, Director of Nursing & ODAuthors’ names & Job titlesPurpose of the paperRecommendation / ActionRequiredJulia Barton, Associate Director of Nursing & Patient ExperienceTo provide a briefing to Trust Baord members on all aspects of patientexperience covering the period August to October 2012.TEC members:1. Confirmed the revised report structure (parts 1 and 2) wasappropriate and helpful.2. Noted the themes and trends from multiple sources of patientfeedback.3. Considered the actions taken to improve patient feedback on thequality of hospital food and agreed to review the sufficiency ofthese at the next quarterly report.4. Supported the joint PSS/Care Group actions planed in order todeliver improvements on patient feedback about communication5. Did not recommend any additional actions necessary to ensureother KPIs continue to improve.Other committees where thisissue has been considered /where supporting evidence canbe foundTrust Board members are asked to consider what patients aresaying about the trust’s services and recommend any areas foradditional focus or action in order to maintain the trust’s currentimprovement trajectory.Patient Experience Steering Group November 2012Customer Care Group November 2012TEC December 2012Related Trust Objectives Objective 1. Trusted on Quality Objective 3. Excellence in HealthcareRelated Board AssuranceFramework / Risk RegisterEntries Trusted on QualityFinancial and resourceimplicationsLegal implicationsEquality and DiversityimplicationsPartnership working & publicengagement implications2012/13 CQUIN for Patient Experience with a value of £500kFulfilment of duty for patient and public engagement in the NHS Act(2012)Fulfilment of duties under Equalities Act (2010)Report focuses on what patients and the public are saying about UHSservices and the trust’s improvement priorities and actions inresponse to this feedbackKey Messages of This Report:96% of all patients surveyed rated their care as good, very good or excellent98% of older people surveyed rated their care as good, very good or excellent79% of patients would definitely recommend the hospital to their family and friends92% of patients report always being treated with privacy and dignity89% of patients had confidence and trust in the nurses caring for themContinued focus on the current improvement actions for communication and hospital food1
1 Introduction1.1 Report StructureThis report provides a detailed analysis of patient experience feedback and the programmes ofimprovement established in response to this feedback, set as patient experience performanceindicators for 2012/13. The report covers the period August, September and October 2012.This is the 13 th such report, and the data has been considered previously at the trust’s patientexperience steering and customer care groups. This report has been restructured into two parts.Part I – provides a summary of what patients are saying about UHS and its services from avariety of sources, including complaints, concerns (PALS), comment cards, email and webfeedback and independent online feedback sites such as NHS Choices and PatientOpinion, as well as the trust’s monthly real-time patient survey which samples 3-400patients per month.Part II. – provides details of performance in the reporting quarter against key improvementprogrammes which are currently in place in response to patient feedback.1.2 Friends and Family Test (FFT)One of the most significant national (DOH) initiatives to emerge related to patient experience waslaunched in August 2012. The Friends and Family Test is based on net promoter methodologyand seeks to determine how willing patients are to recommend the hospital’s services to familyand friends if they were to experience a similar condition. A briefing paper was submitted to TECin September and December 2012.A detailed FFT implementation plan report has been submitted to this board (December 2012) forformal ratification. Trust board members may be interested to note the current trust performanceagainst the FFT included in the dashboard in Part 1 of this report (page 3).1.3 National SurveysReports on the national patient surveys for cancer and emergency care have been received.The findings of the surveys have been considered at the trust’s patient experience steeringgroup, and actions plans are under development. Further details on the survey results and areasfor action are available from the report author.1.4 Patient Experience StrategyThe trust’s patient experience strategy has been refreshed and revised. The final version of thestrategy is submitted to this board for final ratification (December 2012).2
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Page 34 and 35: Annex 4CAPITAL EXPENDITURE 2012/13
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Page 62 and 63: 2012/13 PIF (For Reference)Appendix
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Page 84 and 85: IM&T Report - Nov 20121. Purpose1.1
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