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Customer Care Activity Quarter 1 - 2011 July 2011 Lisa Gurrell/Lisa Salter Patient & Family Experience and Satisfaction Concerns & Complaints 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 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: 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 Complaints Breakdown Q 2010/11 (Total 14) –decreased compared to 21 received Q4 Directorate Themes Analysis/Numbers 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% 100% 100% 97% 98% 99% 99 % 96% 99% 97 % 98% 97% 97 % 97% 90 % Happy with standard of care Staff friendly and sensitive to needs Did not feel discriminated against Information in an acceptable way Privacy & Dignity respected Clean, comfortable environment Staff quick to respond to needs Family kept informed of condition/treatment Staff quick to respond to needs Information about diagnosis/treatment Enough information/support re diagnosis & treatment options Visiting hours appropriate Kept informed awaiting admission Enough notice given for admission 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 Surgery, Anaesthesia & Critical Care (8) Cardiology & Chest Medicine (5) 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. 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) 100% 99% 100% 100% 100% 100% 100% 99% 100% 100% 89% Letter clear about what appointment was for Letter clear about who they would see Not discriminated against Privacy & Dignity respected Availability of information Happy with standard of care Had confidence in HCP/Dr Always treated with courtesy & respect HCP/Dr had knowledge of medical history Left with a clear treatment plan 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 Comments, Concerns & Compliments 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. 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.