Agenda and supporting papers - Plymouth Hospitals NHS Trust

Response Rate
Recommender Score
B3
Patient experience
Description
Friends and Family Test Response Rate (ED)
Friends and Family Test Response Rate (Inpatient)
Friends and Family Test Result (ED)
Friends and Family Test Result (Inpatient)
Complaints closed within target (%)
Complaints Backlog (i.e. past their 'reply by' date)
Non-clinically justified mixed sex breaches (No.)
Cancelled operations (% of elective FFCEs)
28 day rebooking breaches (% of cancelled ops)
Friends and Family Test
20%
18%
16%
14%
12%
10%
8%
6%
4%
2%
0%
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Friends and Family Test Response Rate (ED)
Friends and Family Test Response Rate (Inpatient)
Friends and Family Test Result (ED)
Friends and Family Test Result (Inpatient)
Reasons for Cancellations
Anaesthetist Sick/Unavailable
Anaesthetist On Leave
Surgeon Sick/Unavailable
Surgeon On Leave
No General Bed Available
No Critical Care Bed Available Post Operatively
Equipment Missing/Failure
No Space On Theatre List/Emerg Took Priority
Theatre List Overran
Lack Of Theatre Staff
Other
Total
PERFORMANCE INDICATORS
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD Target RAG RAG Thresholds
5.3% 8.4% 5% 15% Red R < 15% G > 15%
11.5% 13.7% 12% 15% Red R < 15% G > 15%
52.1 54.4
66.2 63.1
85% 85% - 80% Green R < 60% G > 80%
11 12
O,A,Q - - - - Green R > 10 G < 0
Q 2.65% 1.27% 1.96% 0.8% Red R > 1.5% G < 0.8%
Q 3.8% 9.8% 5.8% 5.0% Red R > 5% G < 5%
ANALYSIS OF KEY PERFORMANCE INDICATORS
COMMENTARY
Complaints closed within target (%)
Friends and Family Test
Complaints
Complaints Backlog (i.e. past their 'reply by' date)
From April 2013, all patients will be asked a simple
70 100%
100
question to identify if they would recommend a
60
particular A&E department or ward to their friends
95%
80
and family. Trusts are expected to reach a minimum
50
15% response rate to ensure an adequate sample
90%
60
size. Recommender scores are also provided.
40
85%
40
30
Complaints
80%
20 The Trust responded to 85% of complaints within
20
target during May. The complaints backlog is 12
10
75%
0 overdue cases.
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar
Apr-13 May-13 Jun-13 Jul-13 Aug-13 Sep-13 Oct-13 Nov-13 Dec-13 Jan-14 Feb-14 Mar-14 YTD
2
77 27
19 7
2 4
5 6
19 14
3
3 3
130 61
0
Cancelled Operations
3.0%
2.5%
2.0%
1.5%
1.0%
0.5%
0.0%
Lower is better
Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar YTD
6
Mixed Sex Accommodation
There were no instances of non-clinically justified
mixed sex accommodation in May.
Cancelled Operations
During May, 61 operations were cancelled on the day
of admission or later due to non-clinical reasons - a
breakdown of the cancellation reasons can be found
in the table below. Of these, 6 were not rebooked
within 28 days as per the national standard.