Appendix 2 Patient experience dashboard:
FFT Comments
Oct-15 Nov-15 Dec-15
Jan-16
100%
98%
98%
97%
96%
95%
98%
96%
94%
0%
3%
Oct-15 Nov-15 Dec-15
3.4%
10%
1.5%
1.4%
5%
Jan-16
FFT Inpatient % not recommend by
division
3%
2%
2.0%
2%
1.6%
0.5%
0%
Inpatients
ED
worst
OUH
60%
Maternity
Only NHS Trusts with more than 100 responses have
been included.
IP
Aug-15
Sep-15
Oct-15
8.0%
0.5%
0.0%
ED
Nov-15 Dec-15
Jan-16
FFT Inpatient and day case response
rates by division
26%
21%
21%
13%
7%
Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16
Dec-15 FFT Response Rates: National Best
and Worst
69%
37%
40%
9.0%
0.0% 1.6%
40%
35%
30%
25%
20%
15%
10%
5%
0%
80%
2.3%
5.8%
worst
62%
16%
60%
OUH
72%
0%
Jan-16
19.8%
best
80%
85%
30.0%
25.0%
20.0%
15.0%
10.0%
5.0%
0.0%
worst
91%
87%
Nov-15 Dec-15
OUH
96%
Oct-15
best
100%
99%
Sep-15
0.0%
0.0%
Dec-15 FFT % Not Recommend: National
Best and Worst
best
100%
Aug-15
worst
Jan-16
Dec-15 FFT % Recommend: National Best
and Worst
100%
Aug-15 Sep-15
OUH
Oct-15 Nov-15 Dec-15
25%
15%
1%
Aug-15 Sep-15
26%
25%
20%
6%
1%
92%
90%
9.0%
8%
FFT Inpatient % recommend by division
best
I was treated efficiently, professionally, with respect,
friendliness and kindness. I was also able to hear staff,
including doctors, talking to elderly patients and was
struck by their patience and desire to ensure
understanding. My assessment and treatment were
thorough. Very impressed. JR Emergency Department
(MRC)
Aug-15 Sep-15
OUH and National FFT response rates
30%
10%
2%
worst
The high level of care given to me during my stay was
above and beyond my expectations. The care and
consideration given by all staff is superior to all other
hospitals and medical services I've experienced.
Neurosciences Ward, JR (NOTSS)
80%
35%
12%
4%
OUH
Staff all wonderful and supportive, understanding and
knowledgeable. It made a stressful time much more
bearable. Robin’s ward, JR (C&W)
86%
85%
best
Every member of staff, nurse, doctor have been kind,
caring, informative and very reassuring. Excellent care.
Thank you. Child day care ward, JR (C&W)
90%
worst
The care and professionalism of all the staff cannot be
faulted. ‐ This was my second stay on this ward and I was
treated as a friend and remembered by the staff. I cannot
speak more highly of them and the excellent caring
service they provided 24/7 ‐ please could you ensure that
everyone gets to see this because I want them to know
my appreciation. Ward 7A, JR (MRC)
96%
94%
93%
95%
75%
FFT: Response rates
OUH and national FFT % not recommend
100%
OUH
Exceptional care. Swift diagnosis. Expert consultant.
Natalia Price exemplary. The staff on this ward go beyond
the call of duty to reassure and make patients
comfortable at all times. Professional and also very kind.
Well done. Gynaecology ward, JR (C&W)
FFT: % not recommend
OUH and National FFT % recommend
best
I can't praise this hospital highly enough. All staff from
consultant surgeon to domestic staff are pleasant and
courteous and very efficient. Buzzers are answered
promptly and questions are given a thorough
explanation. Hygiene is excellent. Altogether there is a
very good atmosphere. As a very nervous patient I was
treated with great patience and good humour. Surgical
Emergency Unit 6F, JR (S&O)
FFT: % recommend
Mat
Only NHS Trusts with more than 100 responses have
been included.
17%
20%
22%
7%
0.1%
0%
best
OUH
Inpatients
worst
best
OUH
worst
ED
Only NHS Trusts with more than 100 eligible patients
have been included.
Complaints
New complaints
0.15%
New PALS enquiries
% Complaints against Finished Consultant Episodes (FCE)
0.50%
Closed complaints
% PALS against FCE
0.47%
0.40%
0.10%
0.08%
0.05%
0.20%
0.03%
0.10%
12
0.22%
0.21%
0.20%
Aug-15
Sep-15
Oct-15
Nov-15
Dec-15
Jan-16
Complaints by severity grading, November 2015 - January
2016
Aug-15
Sep-15
Oct-15
Nov-15
Dec-15
Jan-16
This includes all PALS enquiries and issues: positive, negative, or mixed
feedback; issues for resolution; and advice or information requests.
Managing complaints
60
% complaints investigations completed within agreed
timescales
0
C&W
100
MRC
NOTSS
S&O
CSS
Corporate
Top complaints themes by division, November 2015 January 2016
95%
92%
90%
C&W
Clinical treatment
Appointments
NOTSS
Patient Care
Communication
S&O
CSS
Corporate
Admission and Discharge
Other
0
Q1 2015/16
Q2 2015/16
Reopened complaints: November 2015
7
6
3
85%
82%
2
2
1
1
1
1
0
0
75%
MRC
2
4
Quarter 4
(2014/15)
0
4
3
2
1
0
Q3 2015/16
5
80%
50
4
7
96%
95%
8
8
100%
20
10
Q4 2014/15
80
40
10
6
0.00%
0.00%
100
14
0.30%
0.06%
0.05%
Reopened complaints
16
Quarter 1
(2015/16)
Quarter 2
(2015/16)
C&W
Quarter 3
(2015/16)
MRC
NOTSS
S&O
CSS
Corporate
% Complaints upheld or partially upheld
% complaints acknowledged within 3 days
90%
100%
80%
99%
81%
78%
70%
98%
60%
97%
50%
50%
96%
Target 95%
95%
54%
40%
30%
94%
20%
93%
10%
0%
92%
Quarter 4
(2014/15)
91%
90%
Aug-15
Sep-15
Oct-15
Nov-15
Dec-15
Jan-16
Quarter 1
(2015/16)
Quarter 2
(2015/16)
Quarter 3
(2015/16)
0
