Monthly Data Report: March 2015 Airedale NHS …...Airedale NHS Foundation Trust – Friends and...
Transcript of Monthly Data Report: March 2015 Airedale NHS …...Airedale NHS Foundation Trust – Friends and...
Monthly Data Report: March 2015
Airedale NHS Foundation Trust
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Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
Contents
1. Introduction ....................................................................................................................................... 2
2. Executive Summary ......................................................................................................................... 2
3. Demographics and Inclusivity ........................................................................................................ 3
3.1 Gender of respondents ............................................................................................................. 3
3.2 Age band of respondents ......................................................................................................... 4
3.3 Disability status of respondents ............................................................................................... 4
3.4 Ethnicity of respondents ........................................................................................................... 5
3.5 Making the Friends and Family Test Inclusive ...................................................................... 5
4. Friends and Family Test Recommendation Score for March 2015 ......................................... 6
4.1 Percentage of Respondents Who Would Recommend the Service .................................. 6
4.2 – A&E Scores ............................................................................................................................. 8
4.3 – Acute Inpatients Scores ........................................................................................................ 9
4.4 – Community Services Scores .............................................................................................. 10
4.5 – Daycase Scores ................................................................................................................... 11
4.6 – Maternity Scores ................................................................................................................... 12
4.7 – Outpatient Scores ................................................................................................................. 13
5 Number of Responses and Response Rates ............................................................................. 14
6. General Comments ....................................................................................................................... 16
| 1. Introduction 2
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
“You have looked after me very
well, explained what you were
doing clearly, and acted promptly.”
Daycase - Cardiology
Percentage of respondents
who would recommend the
service / ward they used.
1. Introduction
This is the monthly Friends and Family Test feedback report, produced for Airedale NHS
Foundation Trust.
Each ward / department has been issued with a report
detailing their own monthly Friends and Family Test
activity. Unless specified, all data in this report
relates to data collected during March 2015.
Any percentages quoted are rounded to one decimal
point or the nearest whole percent. Due to rounding,
not all totals may equal 100%.
2. Executive Summary
The March 2015 Friends and Family Test feedback for Airedale NHS Foundation Trust was
completed by 1,893 respondents.
When asked ‘how likely are you to recommend
our ward / department to friends and family if
they needed similar care or treatment’, 94.7% of
respondents stated they were extremely likely or
likely to recommend to friends and family.
One thousand, eight hundred and sixty seven
respondents provided feedback via postcard at
point of discharge, fourteen provided
feedback via touchscreen kiosk in
A&E (excludes respondents
providing feedback prior to
completion of treatment), while
twelve provided feedback via their
smartphone
app QR code.
This report has been produced by Direct Data Analysis Ltd, on behalf of Airedale NHS Foundation Trust.
95%
| 3. Demographics and Inclusivity 3
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
3. Demographics and Inclusivity
This section of the report briefly examines the gender, age,
disability and ethnicity profiles of the Airedale NHS
Foundation Trust Friends and Family Test
respondents, along with steps taken to make the
Friends and Family Test inclusive.
Not all demographic questions were answered by
respondents; therefore, the total responses to each
question in this section may vary.
3.1 Gender of respondents
By gender, 55.0% of respondents were female, whilst 45.0% were male. Fifty four
respondents did not provide details of their gender.
Figure 3.1: Gender of respondents
| 3. Demographics and Inclusivity 4
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
3.2 Age band of respondents
The 75–84 category accounted for the most frequent age band, with 17.8% of respondents
belonging to this age band, followed by 16.1% of respondents who belonged to the 65-74
age band. Twenty five respondents did not provide details of their age band.
Figure 3.2: Age band of respondents
3.3 Disability status of respondents
When asked if they considered themselves to have a disability, the majority of respondents
(71.9%) did not consider themselves to have a disability, while 18.0% of respondents
considered themselves to have a disability which limited them a little. Fifty six respondents
did not provide a response to this question.
Figure 3.3: Disability status of respondents
| 3. Demographics and Inclusivity 5
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
3.4 Ethnicity of respondents
White respondents made up the largest ethnic group, with 90.2% of respondents recording
this as their ethnicity. Asian or Asian British accounted for 4.9% of respondents, followed by
Mixed ethnic group who accounted for 4.3% of respondents.
Forty two respondents did not provide an answer to this question.
Figure 3.4: Ethnicity of respondents
3.5 Making the Friends and Family Test Inclusive
To encourage inclusivity, Airedale NHS Foundation Trust provides the Friends and Family
Test in a range of formats including; an easy read card, postcards in a range of languages,
and the opportunity for respondents to provide feedback online or via their mobile phone in a
range of languages. Figure 3.5 shows the alternative feedback methods used this month.
Figure 3.5: Alternative feedback methods
| 4. Friends and Family Test Recommendation Score for March 2015 6
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
Percentage of respondents
who would recommend the
service / ward they used.
Percentage of respondents who
would not recommend the
service / ward they used.
4. Friends and Family Test Recommendation Score for March 2015
The Friends and Family Test results for March show that 94.7% of patients would
recommend Airedale General Hospital to friends or family. Figure 4A
shows the full breakdown. The breakdown by service area is shown
in section 4.1.1
Figure 4A: Respondent’s likelihood to recommend the service they accessed at Airedale General Hospital to friends and family.
During March 2015, Airedale NHS Foundation Trust received 1,893 responses, with the breakdown of responses shown in table 1 below. Table 1: Breakdown of responses
Extremely Likely 1417
Likely 376
Neither likely nor unlikely 48
Unlikely 17
Extremely unlikely 8
Don't Know 27
1 Respondents who were ‘extremely likely’ or ‘likely’ to recommend.
95% 1%
| 4. Friends and Family Test Recommendation Score for March 2015 7
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.1 Percentage of Respondents Who Would Recommend the Service
Figure 4B shows the monthly Friends and Family Test recommendation percentages by
service area.
Figure 4B: Percentage of respondents who would recommend – By service type.
Table 2 – Monthly percentage of respondents who would recommend – By service type.
Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15
A&E * 85% 85% 88% 89% 90% 91%
Acute Inpatients 93% 96% 95% 93% 94% 95%
Community 96% 100% 100% 99% 96% 98%
Daycases 98% 98% 99% 99% 100% 100%
Maternity Services 98% 98% 98% 98% 100% 95%
Outpatients 94% 88% 92% 94% 95% 93%
* Current A&E score is for respondents’ ages 16 years or over.
Sections 4.2 – 4.7 show the full breakdown of respondent recommendations for each
service area. 2
2 Comparisons should be viewed with caution. Services with a low number of responses may not provide a true
reflection of that service.
| 4. Friends and Family Test Recommendation Score for March 2015 8
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.2 – A&E Scores
Figure 4.2A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.2B: Percentage of respondents who would not recommend the service to friends and family.
| 4. Friends and Family Test Recommendation Score for March 2015 9
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.3 – Acute Inpatients Scores Figure 4.3A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.3B: Percentage of respondents who would not recommend the service to friends and family.
| 4. Friends and Family Test Recommendation Score for March 2015 10
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.4 – Community Services Scores Figure 4.4A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.4B: Percentage of respondents who would not recommend the service to friends and family.
| 4. Friends and Family Test Recommendation Score for March 2015 11
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.5 – Daycase Scores Figure 4.5A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.5B: Percentage of respondents who would not recommend the service to friends and family.
| 4. Friends and Family Test Recommendation Score for March 2015 12
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.6 – Maternity Scores Figure 4.6A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.6B: Percentage of respondents who would not recommend the service to friends and family.
| 4. Friends and Family Test Recommendation Score for March 2015 13
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
4.7 – Outpatient Scores Figure 4.7A: Percentage of respondents who would recommend the service to friends and family.
Figure 4.7B: Percentage of respondents who would not recommend the service to friends and family.
| 5 Number of Responses and Response Rates 14
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
5 Number of Responses and Response Rates The overall Friends and Family Test response rate for March was 24.1% (19.7% February).3
This was achieved as follows:
Figure 5.1: Monthly response rates – By service type.
Table 3 – Response rates for Inpatients, A&E, and Maternity.
Service Total
Responses
Total Number Eligible to Respond
Response Rate
Ward 1 48 217 22.1%
Ward 4 24 54 44.4%
Ward 5 11 22 50.0%
Ward 6 28 69 40.6%
Ward 7 32 102 31.4%
Ward 9 27 86 31.4%
Ward 10 22 121 18.2%
Ward 13 30 199 15.1%
Ward 14 50 151 33.1%
Ward 15 0 0 #DIV/0!
Ward 16 8 58 13.8%
Ward 17 3 8 37.5%
Ward 18 45 63 71.4%
Ward 19 33 57 57.9%
AMU 140 157 89.2%
A&E (16 years and over) 564 2712 20.8%
Labour Ward/Homebirth 12 174 6.9%
Postnatal Ward 27 147 18.4%
Antenatal Care 19 203 9.4%
Postnatal Community 22 154 14.3%
3 Response rates are shown only for A&E, Inpatients, and Maternity – These services are required to submit
monthly response rate data to NHS England.
| 5 Number of Responses and Response Rates 15
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
Table 4 – Number of responses for Community, Daycase, Outpatients, and Under 16 A&E.
Service Type Service Total Responses
COMMUNITY Castleberg Hospital 8
COMMUNITY Children’s outreach clinic 13
COMMUNITY Collaborative Care Teams 2
COMMUNITY Community Therapy Rehabilitation Teams 28
COMMUNITY Craven Virtual Ward 6
COMMUNITY Dietetics 14
COMMUNITY Mobility Services 0
COMMUNITY MSK Physiotherapy 0
COMMUNITY Physiotherapy Rehabilitation Teams 8
COMMUNITY Specialist Nursing 26
COMMUNITY Speech and Language Therapy 5
COMMUNITY Urodynamics 35
COMMUNITY Women’s Health Physiotherapy 8
DAYCASE Cardiology 70
DAYCASE Dental Medicine 1
DAYCASE Endocrinology 4
DAYCASE General Surgery 72
DAYCASE Gynaecology 33
DAYCASE Neurology 1
DAYCASE Ophthalmology 1
DAYCASE Oral Surgery 14
DAYCASE Rheumatology 3
DAYCASE Trauma and Orthopaedics 54
DAYCASE Urology 40
DAYCASE Vascular 2
DAYCASE Unspecified 3
OUTPATIENTS Audiology 68
OUTPATIENTS Cardiology 9
OUTPATIENTS Colposcopy 9
OUTPATIENTS Dermatology 1
OUTPATIENTS ENT 13
OUTPATIENTS Fracture 15
OUTPATIENTS Gastroenterology 9
OUTPATIENTS General Surgery 13
OUTPATIENTS Gynaecology 37
OUTPATIENTS Neurology 8
OUTPATIENTS Ophthalmology 19
OUTPATIENTS Oral Surgery 2
OUTPATIENTS Respiratory Medicine 3
OUTPATIENTS Rheumatology 15
OUTPATIENTS Trauma and Orthopaedics 14
OUTPATIENTS Urology 21
OUTPATIENTS Vascular Surgery 2
OUTPATIENTS Unspecified 2
A&E Under 16 years of age 37
| 6. General Comments 16
Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
6. General Comments Respondents were asked to state the main reason for the recommendation they had given.
From this, 1,356 of the 1,893 respondents (71.6%) provided further comment. Each service
has been provided with a full list of responses for their ward or department.
Below are a small selection of comments, grouped into what respondents liked, and how
their experience could be made better.
• "A well run, disciplined team with an extremely high level of care. I felt safe and secure throughout my stay. Thank
you." Ward 9
• "Surgical and nursing staff are extremely friendly and helpful. This created a stress free and relaxing
experience."
General Surgery - Daycase
• "I liked how my 'in case of emergency' details were checked. Some things had changed and I did not even
think about it." A&E
• "The attentive care given has been unbelievable, and even though our first baby we have been given the confidence and skills to be great parents. You are
marvellous people."
Postnatal Ward
• "Staff and cleanliness excellent. Having used several departments in this Hospital for both myself and
husband, Airedale gets our top marks."
Oral Surgery - Outpatients
• "Was made to feel welcome. Staff very cheerful and explained what they were doing, when they were doing it and reported their findings. Excellent."
Urodynamics - Community
• "Staff introduced themselves by name and encouraged me to 'buzz' if anything was needed."
AMU
What Respondents Liked
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Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
• "The name could stay up longer or come up twice on the screen as a few people missed it."
A&E
•"I think the appointment letter should say that if you have mobility of communication problems you can
bring a family member - this would solve lots of problems."
Urology - Daycase
• "Stop the ladies loo doors from squeaking at night." AMU
• "Difficult to find - long way from reception once booked in."
Dermatology - Outpatients
• "Pharmacy department needs a major shake up; discharged by medical team at 10AM, meds not ready until 5.30PM. Don't show notice saying home by 1PM;
not true."
Ward 1 (ACU)
• "Maybe more child friendly headphones, i.e. colour/fluffy, as there was a reluctance to try the
black set on." Audiology - Outpatients
How We Could Make Your Experience Better
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Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015
The Friends and Family Test is a simple, comparable test which, when combined with follow-up
questions, provides a mechanism to identify good and bad performance and encourage staff to make
improvements to services.
The percentage measures are calculated as follows: