Trust Board papers - University Hospital Southampton NHS ...

3.4.3 Other emerging themes this quarterThe rise in feedback about estates issues in October related to one particular group ofpatients attending an outpatient facility who all completed cards on the same day. Theconcerns have been escalated to the estates department.Table 4:MonthEmerging themescleanliness Smoking Lack of staff Facilities Parking/transportFeb ‘12 1 2 - 1 1Mar - 1 3 1 1Apr 4 1 1 4 4May 1 1 2 4 3June 1 1 1 4 2July 3 - - 5 -Aug 2 2 2 - 3Sept 3 1 1 3 -Oct 3 - 3 19 32.4 Website feedback and enquiries through Patient Support ServicesTable 5:Month Total Positive Negative Both Positive with suggestionnumberNov ‘11 14 4 2 7 1Dec 14 5 6 3 0Jan ‘12 12 4 2 4 0Feb 21 8 7 2 4Mar 11 2 3 5 1Apr 17 3 5 8 1May 5 0 3 2 0June 3 0 2 1 0July 1 1 0 0 0Aug 5 0 4 0 1Sept 7 1 5 1 0Oct 4 0 4 0 02.5 NHS Choices & Patient Opinion FeedbackTable 6:Month Positive NegativeAugust Maternity X 2September Emergency Department Children and YP Services Gynaecology X2October Allergy booking clinic times Wait for colon surgery2.6 Communication and staff attitudesTwo Patient Improvement Framework (PIF) targets apply to priorities to improve patient communicationin 2012/13.2.7.1 Improving complaints received about poor communication (primary and secondary causes) by20%. The trust is currently red on this KPI with an average of 56 complaints received in the reportingquarter against a target of 39.2.7.2 Improving complaints received about poor staff attitudes (primary and secondary causes) by10%. The trust is on target with an average of 13 complaints received in the reporting quarter against atarget of 13.6