Trust Board papers - University Hospital Southampton NHS ...

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