1. Reviewed process for follow up appointments for interpreters Review of information for patients regarding financial process & appointment letters for private patients Site map reviewed to include new bus stop & entrance Customer Care Activity Quarter 1 - 2011 Patient & Family Experience and Satisfaction Lisa Gurrell/Lisa Salter Concerns & Complaints Inpatients Q1 2010/11 483 responses 83% Always 15% Mostly meeting expectations –exceeds >75% target Below is the total % patients who answered Always and Mostly. All wards are included in the inpatient survey and required to provide a target number of responses based on activity per ward. All wards compliant in meeting target. 100% Happy with standard of care 100% Staff friendly and sensitive to needs 100% Did not feel discriminated against 97% Information in an acceptable way 98% Privacy & Dignity respected 99% Clean, comfortable environment 99 % Staff quick to respond to needs 96% Family kept informed of condition/treatment 99% Staff quick to respond to needs 97 % Information about diagnosis/treatment 98% Enough information/support re diagnosis & treatment options 97% Visiting hours appropriate 97 % Kept informed awaiting admission 97% Enough notice given for admission 90 % Easy accessible wards/depts Outpatients Q1 2010/11 101 responses received compared to 130 in Q4 93.1% Always, 6.9% Mostly meeting expectations –exceeds >75% target 100% Letter clear about what appointment was for 99% Letter clear about who they would see 100% Not discriminated against 100% Privacy & Dignity respected 100% Availability of information 100% Happy with standard of care 100% Had confidence in HCP/Dr 99% Always treated with courtesy & respect 100% HCP/Dr had knowledge of medical history 100% Left with a clear treatment plan 89% Found OPD accessible Waiting time 85.3% Seen on time 14.7% Not seen on time 75% Informed of delay 25% Not informed of delay As the numbers received have been steadily decreasing the following actions have been taken: Outpatients Department to collate a minimum of 100 completed surveys per month Numbers received will be reported to and monitored by the Senior Business Support Manager on a weekly basis Member of staff to be allocated each week to support the nurse lead to ensure compliance Complaints Breakdown Q 2010/11 (Total 14) –decreased compared to 21 received Q4 DirectorateThemes Analysis/Numbers Surgery, Anaesthesia & Critical Care (8) Discharge (2) - delay in process (1) family not involved in plans and delay (1) Religious needs not met (1) Patient property (1) Clinical Care (4) patient died in theatre following surgery, communication issues raised. (1) Post op complications patient unresponsive state (1) Unhappy with leg wound care (1) (1) Patient sustained paraplegia post op, following epidural during admission. Cardiology & Chest Medicine (5) Clinical care (4) - long wait for procedure (1), stroke following pacemaker procedure (1) discharged on medication which should be discontinued following procedure (1) patient had MI following Oxygen assessment appointment (1) Discharge (1) patient discharged unaccompanied Support Services Joint complaint with S&A re: Religious needs not meet Corporate(1) Private patient facilities (1) Quarter 1 2010/11 171 positive comments received which included 5 one-off comments indicating room for improvement. Car parking prices (3) and waiting times for bed on day ward (2). ‘Patient care and comfort excellent’ ‘Newly designed gowns splendid’ ‘Excellent information, procedure explained so well’ ‘Day lounge – excellent idea – so relaxed’ ‘Efficient first class care’ ‘The whole experience was really very enjoyable’ ‘The best hospital in this city’ ‘Professionalism with a sense of humour’ ‘You’re simply the best’ Quarter 1 2009/10 232 positive comments received 3% (7) indicated there was room for improvement – Trends including signage and disabled parking, long wait for medications on discharge. Comments, Concerns & Compliments July 2011 14 Complaints received for Q1 2010/11 indicating a 18% decrease compared to 17 received in Q1 2009/10 and an overall decrease of 39% compared to 23 received in Q1 2008 Volunteer Scheme Currently 27 volunteers in roles across the Trust. 10 new volunteers recruited - induction planned for 6 July 2011 and current volunteers to act as buddies for new recruits. Shift times expanded and roles developed in other areas such as Critical Care and Outpatients Department once roles for new recruits are established. 10 students from the Scholarship programme for prospective medical students to commence in volunteer roles. All students allocated a Consultant Mentor and will work with volunteer team. Open day planned 21 July 2011 for further recruitment. Customer Care Contacts Q1 2011 - 199 Total 113 Concerns were resolved before escalating to a complaint. Trends include: Parking charges, patients attending clinic in error and reimbursement of travel expenses, signage internal & external, delays in ambulance transport, nursing care. Other contacts required support/advice Trends include: Translation/interpreter requests/advice sought Q1 2009/10 240 Contacts received. Trends included, patient’s property, signage & access. Decrease in contacts this quarter demonstrates proactive work initiated by the Customer Care Team and improvements made to some Trust processes Positive outcomes from Q1 2010/11: