Improving Patient Experience

PATIENT EXPERIENCE REPORT

1st January 2013 – 31st March 2013

1st January 2013 to
31st March 2013
PATIENT EXPERIENCE HEADLINES
Feedback Overview
• Staff Attitude was the area that received the highest amount of
feedback from website, comments cards and complaints over
the past quarter. It is the top positive theme, but does not
feature in the top 5 negative themes this quarter. A
programme of customer services training is ongoing and, whilst
it is still early days, its impact will be monitored over time,
including comments received through website feedback.
• For the first time, ‘resources – staff shortages’ appears in the
top 5 negative themes following a steady increase over the
past 12 months.
• The number of comments cards received in Surgical Services
and South Yorkshire Regional Services is again higher this
quarter than previous quarters, providing more feedback for
staff in these areas.
• The number of completed comment cards is expected to
reduce significantly from the 1st April, as volunteers will no
longer proactively approach patients to complete comment
cards following the introduction of the Friends and Family Test.
Complaints
• Overall, the number of complaints received increased to 1444
during 2012/13 which is an increase of 7% from the1352
received in 2011/12. This is in line with the increase in activity
across the Trust during the year.
• The Trust’s performance for replying to complaints within 25
working days is 85% against a target of 85%.
Patient Experience Report - Page 2
Friend and Family Test
• The Friends and Family Test is now in place with initial scores
being very encouraging.
• The Friends and Family Test response rate of 8.6% in March
needs improving to achieve the 15% CQUIN target for quarter
1. A number of measures are in place to improve response
rates.
Inpatient Frequent Feedback Survey
• Results suggest excellent performance for patients having
confidence in doctors treating them; confidence in nurses
treating them; pain management; and treating patients with
respect and dignity. The results indicate that there is variable
performance in some areas such as: doctors talking in front of
patients as if they aren’t there, and staff introducing
themselves.
Patient Information
• The implementation of the new Interlagos Advanced Publishing
System is progressing well with three leaflet templates being
completed which will ensure consistency in branding and
layout.
• Approximately 80 members of staff have been trained on the
new system and given access to a demonstration site.
Care Quality Commission
• Care Quality Commission inspectors carried out unannounced
visits and have given both the Royal Hallamshire Hospital and
Northern General Hospital a positive report.
 Patient Experience Report - Page 3

1st January 2013 to

31st March 2013 Contents

Click on an item to navigate to that section:

1. Feedback Overview 4 a) Website Feedback and Comment Cards 4

b) Word Clouds 7
c) Complaints 8
d) Friends and Family Test 10
e) Patient Comments 12

2. Care Group and Directorate Breakdown 13 a) Complaints by Outcome 13

b) Inpatient Survey 14
c) Patient Information Status 17

3. Care Quality Commission 18 a) Care Quality Commission Visits 18

Did you know…

Clicking on the page number at the top of each
page will bring you back to this contents page.
 Feedback Overview Patient Experience Report - Page 4

1st January 2013 to

31st March 2013 Website Feedback and Comment Cards
The graphs and tables on the following pages show all feedback received through website feedback and comments cards. Each comment
received can cover a range of themes and the analysis below is based on the themes covered in the individual comments. During the period
January to March 2013, 287 individual comments were received through website feedback and comment cards.

Top 5 Positive Themes

Jan- Oct- Jul- Apr- Clean environment, Doctors & nurses have
Mar Dec Sep Jun efficient nursing staff. time to communicate
2013 2012 2012 2012 High priority on cross with us (me & my
infection parents)
1 Staff Attitude 43% 45% 31% 29%
2 Communication 11% 12% 7% 14%
3 Nursing Care – General nursing care 10% 11% 19% 18%
The staff have been
All the staff made my
4 Environment – Cleanliness 9% 7% 7% 5% magnificent - they are
stay in hospital as
reassuring and full of
5 Medical Care – Competence of staff 7% 5% 8% 15% comfortable as possible,
care in what has been a
I was very impressed
very frightening time

Top 5 Negative Themes

I was waiting 10mins
After discharge, waiting plus before someone Jan- Oct- Jul- Apr-
too long for medication answered phone, this is Mar Dec Sep Jun
to come to ward* not the service level I 2013 2012 2012 2012
have come to expect*
1 Waiting Times 18% 21% 17% 13%
2 Communication 11% 12% 9% 20%
3 Environment – Facilities 10% 7% 6% 5%

Felt ignored and not Need more staff on the 4 Nutrition – Quality of food 8% 10% 11% 9%
cared for* ward*
4 Resources – Staff shortages 8% 5% 5% 2%

* this comment was addressed when it was received by the Trust

 Feedback Overview Patient Experience Report - Page 5

1st January 2013 to

31st March 2013 Website Feedback and Comment Cards - 12 month analysis of themes
The tables below give a breakdown of themes raised through website feedback and comment cards between 1st April 2012 and 31st March
2013.

Top 5 Positive Themes Top 5 Negative Themes

1 Staff Attitude 42% 1 Waiting Times 18%
2 Nursing Care - General Nursing Care 14% 2 Communication 12%
3 Communication 11% 3 Nutrition - Quality of Food 9%
4 Environment – Cleanliness 8% 4 Staff Attitude 9%
5 Medical Care - Competence of staff 7% 5 Environment - Facilities 8%

Most Frequently Raised Themes

(positive and negative feedback combined)
1 Staff Attitude 36%
2 Nursing Care - General Nursing Care 13%
3 Communication 11%
4 Waiting Times 8%
5 Environment - Cleanliness 7%

The tables above show that over the past 12 months, staff attitude, nursing care, communication, and waiting times are issues that patients
and visitors to the Trust comment on most, accounting for more than half of all subjects raised.
A number of current work streams aiming to make improvements in relation to attitude and communication issues are in place. In the last
quarter customer care workshops have taken place in Orthopaedics and have now been expanded to Hotel Services staff.
 Feedback Overview Patient Experience Report - Page 6

1st January 2013 to

31st March 2013 Website Feedback and Comment Cards
Website and Patient Comment Card Responses Total Responses Comments Card Ratings
1st April 2012 to 31st March 2013 Positve Comments

967 completed comments cards were received between January and

Negative Comments
700

March 2013. Of these, 956 gave their experience a rating. Ratings

given through comments cards completed since April 2012 is
600

500 displayed below.

No. of comments received

Comments Cards - Breakdown of experience rating

400 April 2012 - March 2013

300
1600 Ratings in order of %
1538
200 1. Excellent – 55%
1400
2. Very Good – 30%
100
1200 3. Good – 9%
0 4. Poor – 4%
Obs and Gynae
Emergency Care

Surgical Services

General
Critical Care and

Diagnostics and

Spec Med & Rehab

Not stated
Community Care

Head and Neck

1000

South Yorkshire
Therapeutics
Anaesthetics

5. Fair – 2%

Specialities
Regional
800 836

600

Tell Us What You Think Comment Cards 400

600
267
Total comment cards completed 200
520 119
Positive responses 57
500
Negative responses 0
No. comment cards completed

Excellent Very Good Good Fair Poor

394
400

342
For 2012/13, the Trust set a target to increase the number of
318
returned comments cards by 50% compared to the previous year.
By the end of March 2013, the target of 861 was exceeded with
300 284
271
255
237
2855 completed comment cards returned.
200
147

This has been largely due to the input of volunteers who routinely
132

100
64 65 59 52
distributed the comment cards during their ward visits as part of
the frequent feedback programme. Following the introduction of
34 35 40 36
31 30 27
15 18 21

0
the Friends and Family Test on the 1st April 2013, volunteers will
May-11

May-12
Aug-11

Nov-11

Aug-12

Nov-12
Oct-11

Oct-12
Apr-11

Jun-11
Jul-11

Sep-11

Dec-11
Jan-12
Feb-12
Mar-12
Apr-12

Jun-12
Jul-12

Sep-12

Dec-12
Jan-13
Feb-13
Mar-13

no longer distribute the comment cards so it is expected that the

Month numbers received for 2013/14 will reduce significantly.
 Feedback Overview Patient Experience Report - Page 7

1st January 2013 to

31st March 2013 Website Feedback and Comment Cards Word Clouds

The ‘word clouds’ below present the qualitative data collected from website feedback and comments cards between January and March
2013. The clouds give greater prominence to words from the feedback received this quarter that appear more frequently. For example,
the words ‘staff’‘ and ‘helpful’ appeared most frequently in positive comments and ‘waiting’ and ‘staff’ appeared more than other words in
the negative feedback.

Positive Feedback Negative Feedback

 Feedback Overview Patient Experience Report - Page 8

1st January 2013 to

31st March 2013 Complaints
Complaints activity – January to March 2013
414 new complaints were received between January and March 2013, this reflects a Complaints received by activity –
22% increase in the number of complaints received in the same period last year. Apr 2012 to Mar 2013
The increase was most noticeable in complaints about the Emergency Care and
Surgical Services Directorates. The unprecedented 7% increase in demand for
emergency inpatient care over the winter months seen by the Trust had the greatest
impact on these services. This resulted in additional operational pressures for staff
who worked hard to ensure they delivered the clinical care required by emergency
patients whilst minimising the impact that this demand had on patients waiting for
planned surgery.
In addition during this quarter the Trust received a markedly higher number of
complaints that related to care provided in the past, some going back up to 10 years.
There were no particular themes or trends in these cases but this did coincide with the
publication of the Francis Inquiry and national publicity about poor standards of care
delivered elsewhere in the NHS. As a result of this the Patient Services Team
developed a specific process to respond to and support people who
present complaints more than 12 months later than when their concern arose.
In the 4 months since March, the numbers of complaints about these services have Number of complaints received
180
reduced back to levels seen in previous years. The Trust received 1444 complaints
during 2012/13 which is an overall increase of 7% from the 1352 received in 2011/12. 2010/2011 2011/2012 2012/2013
160

The increase in the quarter was not focussed on any specific wards however 140
Neurology, and Urology departments did receive more complaints than other
outpatient areas. All complaints in these areas have been analysed to identify any 120

themes or trends: 100

• Neurology Outpatients received 12 complaints during this period. The main

80
subjects raised were regarding unhappiness with the attitude of the clinician;
unhappiness with the diagnosis made; waiting times; and miscommunication. 60

• Urology Outpatients received 9 complaints during this period. The main subjects 40

raised related to the administration of appointments and waiting times for follow up
20
appointments. The department currently has a vacant consultant post which has
impacted on the capacity for follow-up appointments. However, this vacancy has 0
Jun-10

Jan-11

Jun-11

Jan-12

Jun-12

Jan-13
May-10

Aug-10

Sep-10

Nov-10

Feb-11

May-11

Aug-11

Sep-11

Nov-11

Feb-12

May-12

Aug-12

Sep-12

Nov-12

Feb-13
Apr-10

Jul-10

Dec-10

Mar-11

Apr-11

Jul-11

Dec-11

Mar-12

Apr-12

Jul-12

Dec-12

Mar-13
Oct-10

Oct-11

Oct-12
-

-
now been filled and the new consultant will take up post on 13 May 2013.
Any areas with higher number of complaints will continue to be monitored to identify
any themes or trends.
 Feedback Overview Patient Experience Report - Page 9

1st January 2013 to

31st March 2013 Complaints
The diagram below shows the top 5 sub-subjects raised in complaints between January and March 2013. The number of people represent
the number of times a sub-subject has been recorded and the different colours indicate which care group the complaint was regarding.

ATTITUDE APPROPRIATENESS OF MEDICAL TREATMENT COMMUNICATION WITH PATIENT

UNHAPPY WITH OUTCOME OF SURGERY GENERAL NURSING CARE

KEY

Corporate Diagnostics & Emergency Head & Obs, Gynae & Op Services, Crit Community Spec Cancer, Surgical South Yorkshire
Departments Therapeutics Care Neck Neonatology Care & Care Medicine & Services Regional
Anaesthetics Rehab Services
 Feedback Overview Patient Experience Report - Page 10

1st January 2013 to

31st March 2013 Friends and Family Test (FFT)
Progress in implementing FFT FFT scores for February and March 2013

Implementation of the FFT survey is now complete and has involved:
• Establishing an FFT Project Team with representation from all Care Groups and
key central departments
• Selection of an FFT partner (The Picker Institute Europe) to support data input
and reporting.
• Internal communications to staff about FFT supported by the communications
team using a range of communication channels.
• FFT information posters and dedicated post boxes have been located in all
survey locations across the Trust to encourage patients to leave their feedback
• Options made available for patients to respond to the survey by freepost, on-line
or using a smart phone app.
Initial FFT results, including both FFT survey scores and
response rates have been produced.
The overall Trust inpatient score for the FFT survey for
February is 71 and for March 79.
The A&E score for the FFT survey for February and for
March is 63.
FFT response rates for February and March 2013

During February, 330 FFT responses were collected from

the 36 inpatient wards where FFT was operational. The
Calculating FFT Scores overall response rate was 6.7% and the response rate
between wards ranged from 0 % to 53%. During March, the
Scores are calculated using the following formula as defined by the Department response improved slightly to 8.6%.
of Health. This formula provides a score of between -100 and +100.
In A&E the response rate for February was 3.2%, which fell
to 1.1% in March.
Number of patients who
Number of patients who 156 FFT responses were collected from A&E during
would not be likely to
would be extremely likely to February.
recommend
recommend
minus The high scores are very encouraging and illustrate how
Response categories – highly patients regard their experience of care at the Trust.
Response category –
neither likely nor unlikely However, the low response rate needs to be addressed,
extremely likely
unlikely extremely unlikely particularly in light of the CQUINs target for Quarter 1 (April-
June) of a 15% response rate. A number of measures have
÷ total number of responses
÷ total number of responses now been put in place in order to improve response rates
including action plans for each ward and department and
weekly monitoring and reporting of actual against target
response rates.
 Feedback Overview Patient Experience Report - Page 11

1st January 2013 to

31st March 2013 Friends and Family Test (FFT)

Reporting FFT information

The initial set of FFT data has been submitted to the Department of
Health via the Unify reporting system.

A provisional FFT reporting format has been agreed with our survey
provider. FFT reports will be available to be shared internally in this
format from June. These reports will mean that we will be able to monitor
performance trends over time at ward and Trust level, compare
performance at ward and Trust level and ensure that all comments made
by FFT respondents can be fed back to staff teams to inform their action
planning and improvement work.

Nationally, the first set of FFT (April) data will be published in July. Ward
level data will be publicly available through NHS Choices and ward data
is also expected to be published locally.

Next Steps

Further action is required to:

• Extend FFT to maternity services by 1 October 2013.

• Capture information on the outcomes of FFT, specifically in relation to
gathering evidence and reporting on actions taken and improvements
made as a result.
• Consider extending FFT to other areas of the Trust. Some
departments, including Endoscopy and the Day Surgery department
have expressed an interest in participating in the survey.
• Review the processes established for operating the FFT survey and
consider options that might in the medium term improve the
information available and reduce the costs of the survey to the Trust.
This may include the appraisal of other systems including
automatically telephoning patients or texting patients to invite them to
respond.
 Feedback Overview
1st January 2013 to
31st March 2013 Patient Comments
All patient comments received from website feedback, Tell Us
What You Think comment cards, inpatient frequent feedback
surveys, complaints and now the Friends and Family Test are
reviewed and samples are presented throughout this report.
Patient feedback received centrally is shared with the relevant
Care Groups on a quarterly basis within the Care Group level
Patient Experience Reports which present all quantitative data
alongside individual comments provided by patients in each Care
Group.
As this report demonstrates, there is now a wealth of patient
feedback information available across the Trust, and it is important
that we learn from and act on this, both in terms of reporting back
positive feedback to staff and taking actions to make changes
where it is suggested that improvements can be made.
Using the data presented in the Care Group level Patient
Experience Reports, each Care Group produces an action plan
where they review all patient feedback and identify the top
priorities to be addressed over the coming 12 months.
As a result of Care Group patient experience action plans, a
number of changes have been made. For example, in Head and
Neck feedback regularly suggests that communication is often a
concern for patients. To address this staff have undertaken
training to ensure communication is more patient friendly, and
patient information has been reviewed and improved in both
Hearing Services and the Cataract Service.
Patient Experience Report - Page 12
It was identified that patients regularly comment on the
environment and therefore signage has been updated across
Head & Neck to improve patient wayfinding, and actions are
planned to further enhance the environment.
In the Surgical Services group, General Surgery found that the
complaints received about cancellations, communication, and
information were attributable in part to the impact of emergency
pressures at the Trust. To help address this a number of actions
have been put in place to improve services for patients by
reorganising the way in which care is provided in some wards,
providing customer care training for administrative staff and
making every effort to deal with concerns as they arise.
Feedback tells us that attitude and communication are issues of
high importance to patients and appear across all Care Groups. A
number of work streams aiming to make improvements in these
areas have been put in place. In the last quarter customer care
workshops have taken place in Orthopaedics and have now been
extended to Hotel Services staff.
These are just some examples of how feedback is used to improve
the experience of patients across the Trust. All quotes and
comments featured within this report will be fed into the action
planning process to ensure that Care Groups are addressing the
issues that are most important to patients.
 Care Group and Directorate Breakdown Patient Experience Report - Page 13

1st January 2013 to

31st March 2013 Care Group and Directorate Breakdown
Complaints by Outcome

The Care Group and Directorate Breakdown aims to compare key indicators from complaints by care group and, where information is
available, by directorate. The following table shows the number of complaints that were closed between January 2013 and March 2013 by
outcome.
Crit Care, Anaethetics &

Orthopaedics / Plastics

Rehabilitation Services
Obs / Gynae / Neonatal
ENT / Ophthalmology /

Health and Well Being

Head & Neck Services
Professional Services

Assisted Conception
Respiratory Medicine

Specialised Medicine
Therapuetic Services

Emergency Medicine

Community Services

Care Closer to Home

Laboratory Medicine

Specialised Cancer,

Specialised Cancer
Operating Services

Operating Services

Specialised Rehab
Medical Imaging &

Regional Services

Interface Services
Geriatric & Stroke
Gastroenterology
Anaesthetics and

Surgical Services
Emergency Care

General Surgery
South Yorkshire
Neuro-Sciences

Oromaxiofacial

Communicable
Endocrinology

Med & Rehab

Diagnostic &

Neonatology
Critical Care

Obs, Gynae,
Diabetes &
Trust Total

Pharmacy

Diseases
Medicine

Vascular
Physics

Urology
Cardiac
Renal
Upheld Complaints (%) 30% 60% - 60% 55% 80% 50% - 43% 37% 100% 30% 29% 38% 25% 13% 15% 11% 30% 30% - 20% 0% 24% 0% 44% 56% 33% 25% 60% 22% 21% 23% 21% 38% 50% 0% 43% -
Complaints

Partially Upheld Complaints (%) 36% 40% - 40% 25% 20% 25% - 29% 31% 0% 40% 43% 32% 17% 42% 42% 42% 42% 42% - 50% 100% 47% 50% 24% 11% 33% 38% 20% 44% 47% 43% 43% 13% 0% 0% 29% -

Not Upheld Complaints (%) 33% 0% - 0% 20% 0% 25% - 29% 32% 0% 30% 29% 29% 58% 44% 42% 47% 27% 27% - 30% 0% 29% 50% 32% 33% 33% 38% 20% 34% 32% 35% 36% 50% 50% 100% 29% -

TOTAL COMPLAINTS
312 5 0 5 20 5 8 0 7 75 5 10 14 34 12 45 26 19 33 33 0 20 1 17 2 25 9 3 8 5 73 19 40 14 16 6 3 7 0
(QTY)

Note: Yellow headings represent a Care Group, Blue headings represent a Directorate.

Since April 2010 all complaints have been assessed as Upheld, Partially Upheld or Not Upheld to help categorise and report on the
outcome of the investigation. This outcome assessment is made by the Patient Partnership Co-ordinator and, as such, is subjective.

An independent audit is being undertaken by members of the Patient Experience Committee, including governors, to check the
consistency of a sample of these assessments. Although the outcome assessment is subjective, the Trust is in line with other Trusts in
relation to the proportion of complaints that are upheld either partly or in full.

Complaints Outcome Definitions

Upheld Complaints in which the concerns were found to be correct on investigation.

Partially Upheld Complaints in which, on investigation, the main concerns were not found to be
correct, however some of the concerns or issues raised by the complainant were
found to be correct.
Not upheld Complaints in which the concerns were not found to be correct on investigation.
 Care Group and Directorate Breakdown Patient Experience Report - Page 14

1st January 2013 to

31st March 2013
Frequent Feedback Inpatient Survey Scores

Results for directorates who have been surveyed using the Frequent Feedback Inpatient Survey are presented on the following page. Areas
where a minimum of 20 patients have been surveyed are presented. Scores show the percentage of patients that have given the positive
responses ‘Excellent’, ‘Very Good’, and ‘Good’.
Each score from the survey is colour coded to give a guide to highlight those areas performing well and those performing not so well. The colour
coding is as follows:
85% or above is excellent
75%- 84% is good
65% -74% is average
64% or below is poor
The aim in 2012/13 was to increase the number of patients asked to give us their views through frequent feedback by 20% to 2976. By the end
of March 2013, this target was exceeded with 4914 frequent feedback inpatient interviews completed.

Upon review, two questions have been removed from the survey and will not feature in future reports.
These two questions continually show poor performance, however, this is due to the timing of when the questions are being asked as opposed
to the overall patients experience.
Have you or your family been involved in planning what will happen when you leave hospital?
This question has been removed because it is felt that although it is a good question, the context in which the patient is basing their response on
is not clear. For example, a patient asked about this in the first few days of admission probably won’t have had these discussions, which is
reasonable. Someone fit for discharge who answers no isn’t reasonable, but the data in the survey includes all patients and hence it is not clear
if there truly is a problem.

During your hospital stay, have you been asked to give your views on the quality of your care?
This question continues to score low even though the patient is being asked to give their views on the quality of care as part of the Frequent
Feedback Inpatients Survey. In addition to this, all inpatients and those discharged from A&E now have the opportunity to respond to the
Friends and Family Test question at the point of, or within 48 hours of discharge. It is felt that this poor performance does not accurately reflect
the opportunity patients have to give their views on the quality of care because of the point at which the question is asked, and has therefore
been removed from the survey.

Both of these questions feature in the National Inpatient Survey which the Trust undertakes annually, and performance will continue to be
monitored through this survey.
 Care Group and Directorate Breakdown Patient Experience Report - Page 15

1st January 2013 to

31st March 2013
Frequent Feedback Inpatient Survey Scores
Results for directorates where a minimum of 20 patients have been surveyed are presented below. Scores show the percentage of patients that have given
the positive responses ‘Excellent’, ‘Very Good’, and ‘Good’:

Emergency Medicine

Specialised Cancer
Specialised Rehab
Geriatric & Stroke
Gastroenterology

Ophthalmology /

General Surgery
Neuro-Sciences

Oromaxiofacial

Communicable
Endocrinology

Orthopaedics /
Obs / Gynae /
Respiratory

Specialised
Trust Wide

Diabetes &

Diseases
Medicine

Medicine

Medicine
Neonatal

Vascular

Urology
Plastics
Cardiac
Renal
ENT /
Thinking just about your stay on THIS WARD, have you shared a sleeping area, for
98% 99% 99% 99% 100% 98% 98% 98% 100% 98% 95% 98% 98% 99% 99% 99% 99% 99% 99%
example a room or bay, with patients of the opposite sex?
During your stay on THIS WARD, have you used the same bathroom or shower area as
89% 94% 89% 94% 95% 88% 89% 81% 99% 96% 66% 98% 81% 75% 91% 84% 90% 97% 97%
patients of the opposite sex?
Whilst on this ward, have you been disturbed by noise from staff whilst resting /
78% 83% 76% 76% 78% 78% 80% 82% 82% 79% 77% 90% 72% 72% 83% 89% 78% 86% 78%
sleeping?
In your opinion, how clean is the hospital room or ward that you are in? 99% 100% 99% 100% 99% 99% 100% 99% 98% 99% 100% 100% 98% 100% 100% 99% 99% 100% 98%
When you have important questions to ask the staff treating you, are you able to
97% 95% 96% 96% 97% 98% 97% 96% 97% 97% 98% 97% 95% 98% 99% 98% 97% 97% 98%
understand the answers you are given?
Do you have confidence and trust in the DOCTORS treating you? 90% 90% 86% 89% 89% 88% 89% 93% 90% 89% 94% 92% 94% 90% 95% 91% 87% 95% 91%

Do DOCTORS talk in front of you as if you aren't there? 83% 83% 82% 78% 86% 83% 79% 82% 93% 87% 80% 75% 89% 82% 90% 86% 83% 90% 79%

If you ever need to talk to a DOCTOR, do you get the opportunity to do so? 94% 93% 94% 95% 91% 95% 95% 95% 91% 97% 94% 95% 98% 96% 95% 98% 93% 97% 92%

Do you have confidence and trust in the NURSES treating you? 93% 88% 90% 89% 96% 93% 94% 94% 94% 97% 97% 96% 94% 89% 95% 96% 94% 96% 91%

Do NURSES talk in front of you as if you aren't there? 89% 90% 90% 82% 92% 91% 88% 92% 94% 90% 93% 93% 85% 90% 87% 93% 93% 87% 85%
Whilst on this ward, have you been confused by staff giving different information or
Inpatient Survey

84% 81% 80% 87% 85% 85% 84% 90% 83% 95% 87% 87% 69% 75% 86% 83% 81% 82% 80%
advice?
Do the staff treating you introduce themselves? 79% 82% 73% 81% 71% 85% 78% 65% 80% 75% 87% 87% 79% 80% 85% 84% 74% 85% 75%

If you need help to eat or drink are you given the help you need? 94% 89% 98% 95% 92% 94% 91% 96% 97% 97% 93% 90% 94% 99% 91% 87% 96% 94% 90%

If you need help to wash or dress are you given the help you need? 97% 96% 98% 97% 99% 94% 93% 95% 98% 100% 98% 95% 100% 100% 96% 93% 96% 99% 97%

If you need help from staff getting to the bathroom or toilet, do you get it in time? 96% 95% 97% 95% 99% 96% 95% 95% 95% 97% 99% 94% 97% 98% 96% 92% 96% 99% 96%

Do you think the hospital staff do everything they can to help control your pain? 98% 97% 97% 98% 99% 98% 98% 98% 97% 99% 99% 99% 100% 96% 100% 98% 98% 99% 100%

When you use the call button do you get the help you need within an acceptable time? 96% 98% 97% 96% 99% 97% 94% 94% 97% 99% 98% 98% 100% 95% 96% 98% 98% 95% 97%

Are you involved as much as you want to be in decisions about your care and treatment? 94% 93% 95% 91% 96% 94% 93% 97% 95% 94% 94% 90% 99% 96% 96% 96% 92% 97% 96%

Are you given enough privacy when discussing your condition or treatment? 95% 96% 87% 95% 92% 96% 91% 96% 97% 95% 97% 96% 100% 95% 96% 98% 93% 98% 91%
Have you or your family been involved in planning what will happen when you leave
63% 62% 60% 65% 49% 62% 56% 64% 63% 57% 69% 60% 89% 62% 65% 69% 57% 55% 60%
hospital?
Overall, do you feel you have been treated with respect and dignity during your stay in
99% 99% 100% 99% 99% 99% 99% 100% 98% 100% 100% 99% 99% 99% 100% 99% 99% 99% 100%
hospital?
Overall, how would you rate the care you have received? 99% 98% 99% 98% 98% 99% 100% 99% 98% 100% 99% 100% 99% 97% 98% 99% 98% 99% 99%
During your hospital stay, have you been asked to give your views on the quality of your
18% 10% 24% 16% 11% 17% 26% 23% 18% 8% 14% 15% 45% 26% 28% 27% 12% 13% 16%
care?
Would you recommend this hospital to your family and friends? 96% 93% 97% 95% 95% 97% 98% 98% 97% 99% 98% 94% 99% 95% 98% 99% 95% 95% 97%
 Care Group and Directorate Breakdown Patient Experience Report - Page 16

1st January 2013 to

31st March 2013 Frequent Feedback Inpatient Survey – Patient Comments
A sample of patients comments captured from the Inpatient Survey during this quarter are presented below:
(negative comments have been addressed when they were received by the Trust)

Nutrition Environment / Facilities Medical care

• Brilliant; food is good; can’t fault it - L1 • Parking bad - G2 • Never seen same doctor
• Food lacking in quality - P2 • Parking nightmare; no parking tickets - N1 twice; they say
• I couldn't grumble on anything except food. - • Toilets are not good for wheelchair access. - E1 conflicting things; said I
Huntsman 4 had a meeting but was
• Food is deteriorating; not as good as 12 months the general ward round. -
ago. Could do with more choice - P1 Osborn 1
Waiting times / delay • Some staff not helpful
Communication • Waiting a long time for medication to go home. - P1 specially doctors and
• The only complaint is I came here to the • People should go home earlier; I am here too long. midwives. Do not listen
surgical at 7 am and taken to the theatre only at - Osborn 2 to my concerns. Lack of
5pm. It was a minor surgery and I was last in the • Physio therapy appointment has been delayed. - communication. –
list. I didn’t have food for 36 hours. If I had prior Ward 2 Norfolk
information about time I would came later. - • Waiting to go home for a very long time; been
Huntsman 4 waiting since 10am...now 2.45pm - Ward 2
• Hard to get a discharge date - E1
• Confusing handwriting on patient reports so Staff
some nurses cannot read the report and get Resources • Treated very well; good
confused. - Ward 3 • Hospitals require more working staff - G2 ward and lovely staff - L1
• Too many nurses so no consistency - Osborn 1 • Seem short staffed midweek in days - N1 • Outstanding staff! - L2
• Short staffed in Huntsman 4 - Huntsman 4 • Staff been very good.
General • Staff very kind but not enough of them I was left far Although you are feeling
• Well looked after! - N2 too long in labour, they do what they can but just poorly; the staff’s
• I’m happy with the attention I have been given - not enough staff. - Norfolk comforting manner make
I1 you feel better - P2
• Very positive experience - Huntsman 4 • Thank all the staff for the
• If ever need to come back would pick this Confidentiality and privacy treatment - G2
hospital - P1 •Doctors should be more discreet - P1
 Care Group and Directorate Breakdown Patient Experience Report - Page 17

1st January 2013 to

31st March 2013 Patient Information Status
To meet Trust standards all leaflets need to be reviewed on a 2 yearly basis. Since January 2012 any un-reviewed leaflets reaching 3 years old are now
archived automatically. The status of leaflets is monitored on a monthly basis by the Patient Information Team.
Since introducing the new system for review and archiving of leaflets standards have improved considerably. However there has been a marked decline in
leaflets becoming out of date in recent months. As of March 2013 the number of leaflets out of date has risen to 15% (194 leaflets) from a position of just
9.59 (122 leaflets) in December 2012. Patient Information Leads have been made aware of this situation and have been urged to review their leaflets.
Crit Care, Anaethetics &

Orthopaedics / Plastics
Obs / Gynae / Neonatal
ENT / Ophthalmology /
Head & Neck Services
Professional Services

Assisted Conception
Respiratory Medicine

Specialised Medicine
Therapuetic Services

Emergency Medicine

Community Services
Laboratory Medicine

Specialised Cancer,

Specialised Cancer
Operating Services

Operating Services

Specialised Rehab
Medical Imaging &

Regional Services
Geriatric & Stroke
Gastroenterology
Anaesthetics and

Surgical Services
Emergency Care

General Surgery
South Yorkshire
Neuro-Sciences

Oromaxiofacial

Communicable
Endocrinology

Med & Rehab

Diagnostic &

Neonatology
Critical Care

Obs, Gynae,
Diabetes &
Pharmacy

Diseases
Medicine

Vascular
Physics

Urology
Cardiac
Renal
Total Information Resources 53 51 2 114 20 32 11 51 299 205 12 3 73 6 213 88 125 91 89 2 112 24 57 31 267 72 85 94 16 81 45 31 5 53
Information Status

Information Leaflets within review

date
58% 59% 50% 85% 90% 75% 100% 86% 84% 82% 92% 100% 86% 83% 82% 80% 84% 85% 84% 100% 72% 71% 60% 97% 86% 69% 98% 90% 69% 78% 76% 87% 40% 75%

Information Leaflets less than 12

months beyond review date
42% 41% 50% 15% 10% 25% 0% 14% 16% 18% 8% 0% 14% 17% 18% 20% 16% 15% 16% 0% 28% 29% 40% 3% 14% 31% 2% 10% 31% 22% 24% 13% 60% 25%

Information Leaflets more than

12 months beyond review date
0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0% 0%

Note: Yellow headings represent a Care Group, Blue headings represent a Directorate.
Interlagos Advanced Publishing System
Work began on implementing a new system for publishing patient information
Patient Information – Monthly Progress leaflets in the Autumn of 2012. The new system will allow staff to easily update the
(Status by Total Resources) content of their leaflets via a secure internet site and will automatically create a
1400 professionally presented leaflet using Trust approved templates. This will make it
1200 much easier to keep leaflets up to date and will significantly reduce the time taken to
Total number of resources

1000 produce a good quality leaflet for patients.

800 Work completed so far:
600 • Development of new patient information templates with updated Trust branding for:
400 A4 information sheet; A5 booklet; Single page 3 fold leaflet (DL); Large print leaflet
200 • Approximately 80 members of staff trained and given access to a demonstration site
0 whilst final technical amendments are completed
Sep-11
Oct-11
Nov-11
Dec-11
Jan-12
Feb-12
Mar-12
Apr-12
May-12
Jun-12
Jul-12
Aug-12
Sep-12
Oct-12
Nov-12
Dec-12
Jan-13
Feb-13
Mar-13

Further project stages include:

• Recruitment of a Project Administrator to migrate existing leaflets to the new
system
• Finalise and set up department/folder structure to control user access
• Finalise and agree specification for workflow to maintain good levels of quality
control (record of evidence base, patient involvement, approval of content by
appropriate professional etc)
 Care Quality Commission
1st January 2013 to
31st March 2013
Care Quality Commission Visits
Inspectors from the Care Quality Commission (CQC) have given both the Royal Hallamshire Hospital and Northern General
Hospital a positive report after two unannounced visits in the past few months.
December 2012
The Northern General Hospital received two unannounced visits
from the inspectors in December, first speaking to 14 patients and 28
workers, then returning to speak to senior staff. They spent time on a
geriatric and an orthopaedic ward and two medical assessment
units.
The report said patients felt satisfied with the hospital, and ‘felt well
looked-after’. Patients were also ‘protected from the risk of abuse’,
the inspectors found. But the report did highlight some specific
issues regarding privacy and the Trust’s policy on Whistle blowing
which have been addressed.
One patient said they would give the hospital ‘10 out of 10’, while
another described the nurses as ‘fabulous’. Medical records were
clear and properly completed, and resuscitation equipment was
provided on each ward.
Patient Experience Report - Page 18
January 2013
The CQC arrived for an unannounced inspection at the Royal
Hallamshire Hospital in January visiting wards Q1 and Q2
(Geriatric/ Stroke Service), the Day Surgery Unit and also ward
M2.
During their visit they spoke with 22 members of staff, 12 people
using the service and five relatives.
The two standards that were inspected during the visit were
respecting and involving people who use services and
supporting workers.
The CQC checked that people who use this service:
• Understand the care, treatment and support choices
available to them.
• Can express their views, so far as they are able to do
so, and are involved in making decisions about their
care, treatment and support.
• Have their privacy, dignity and independence respected.
• Have their views and experiences taken into account in
the way the service is provided and delivered.
Both standards were fully met and inspectors found staff were
fully supported in their work, efficient and professional, while
patients felt respected and fully informed about their care.