IQPR KPI Summary April 2018

Transcription

1 Workforce Finance Quality Performance IQPR KPI Summary April 218 Key Performance Indicator Feb 18 Mar 18 Apr 18 YTD** Our Trust Key Performance Indicator Feb 18 Mar 18 Apr 18 YTD** Incident Reporting Trend* Incidents reported moderate or higher* 3.77% 5% 13.64% 13.64% Serious Incidents* Assaults on Staff (Scheduled and Unscheduled Care) Calls answered in 5 seconds 94.16% 91.87% 95.74% 95.74% 111 Calls answered in 6 seconds 86.52% 86.47% 94.1% 94.1% 111 Referrals to ED 2.64% 2.21% 2.46% 2.46% 111 Referrals to 999 (responded) 9.88% 9.7% 1.16% 1.16% C1 Mean :6:46 :6:28 :5:52 :5:52 FFT % 89.9% 89.5% 89.5% C1 9 th Centile :11:35 :11: :1:5 :1:5 FFT % 96.6% 97.2% 97.2% C1T Mean :8:44 :8:58 :8:12 :8:12 FFT Scheduled Care 96.6% 98.% 95.8% 95.8% data reported 4 months in arrears Oct 17 Nov 17 Dec 17 YTD** C1T 9 th Centile :14:41 :15:43 :14:48 :14:48 C2 Mean :26:42 :22:45 :17:8 :17:8 Cardiac Arrest ROSC 29.17% 32.98% 28.88% 3.11% Cardiac Arrest ROSC Utstein 7.59% 34.38% 57.14% 55.91% Cardiac Arrest Survival 9.4% 6.49% 5.57% 8.97% Cardiac Arrest Survival Utstein 39.39% 22.58% 36.% 35.71% Stroke FAST % New Definitions Stroke Care Bundle 98.71% 98.51% 97.5% 98.66% STEMI PPCI % New Definitions STEMI Care Bundle 92.75% 85.88% 87.84% 9.66% C2 9 th Centile :54:52 :47:19 :34:55 :34:55 C3 9 th Centile 4:46:4 3:27:21 2:1:37 2:1:37 C4 9 th Centile 1:24:53 2:55:27 1:52:32 1:52:32 Hear and Treat (ARP AQI) 5.86% 6.24% 5.1% 5.1% See and Treat (ARP AQI) 24.3% 24.14% 24.18% 24.18% See and Convey to ED (ARP AQI) 57.83% 57.8% 58.28% 58.28% See and Convey (ARP AQI) 69.79% 69.38% 7.72% 7.72% Time on Vehicle < 6 mins (Scheduled Care) 93.2% 92.5% 93.3% 93.3% Key Performance Indicator Feb 18 Mar 18 Apr 18 YTD** Capital service capacity (times) 3.79 Liquidity days I&E margin -.1 Performance against control total metric Agency spend cap % -.82 Use of Resources Rating *Trust wide Quality data reported in Quality Dashboard. The RAG status is calculated against targets/thresholds where available. All data reported reflects April 218 position unless otherwise stated. On time arrival (Scheduled Care) 73.9% 77.7% 76.8% 76.8% Collection within 6 mins (Scheduled Care) 81.1% 85.6% 86.6% 86.6% Key Performance Indicator Feb 18 Mar 18 Apr 18 YTD** Sickness (Trust) 7.3% 6.85% 6.74% 6.74% Vacancy Rate (Trust) 3.98% 3.66% Turnover Rate (Trust) 3.5%.61% 1.99% 1.99% Statutory and Mandatory Training Compliance 84.99% 9.59% 9.41% 9.41% Performance Appraisal Compliance 65.6% 78.12% 69.9% 69.9%

2 Workforce - Sickness, Turnover and Vacancies Our People 9% 8% 7% 6% 5% 4% 3% 4% 3% 2% 1% % Sickness - all staff 6.74% 217/18 218/19 Turnover - all staff 1.99% 217/18 218/19 Target Sickness Trust 6.74% (.11% decrease since March 18 at 6.85%) EOC 8.1% (.89% increase since March 18 at 7.12%) Operations North and South 7.32% (.52% decrease since March 18 at 7.84%) 94% of managers have now attended the training on the revised sickness policy and sickness clinics continue to run to support managers and staff. Staff Turnover Turnover for April 218 is 1.99%,.74% above the 1.25% target and showing an 1.38% increase from last month (.61%): EOC 3.55% (2.4% increase since March 18) Operations North and South 1.3% (.94% increase since March 18) Support Services 3.46% (2.25% increase since March 18) NEASUS staff excluded Vacancies* The vacancy rate has continued to improve in March 218, with the percentage of posts vacant reaching 3.66%. Unscheduled Care has seen an additional wte in post this month, and has the lowest percentage of vacant posts in the Trust. The Emergency Operations Centre and Support Services continue to carry high levels of vacancies. DBS ESR is reporting 99.96% DBS compliance trust wide. March 218 (in arrears) Establishment In post Vacancy wte Vacancy % EOC % 98% Staff in Post % 96.34% Scheduled Care % 96% Unscheduled Care % Operational Management % 94% 92% 9% 88% Support Services % Trust Total % *Data is reported a month in arrears (Vacancies, DBS) 2

3 Workforce - Statutory and Mandatory/Appraisal Compliance Our People Statutory and Mandatory Training Compliance Performance Appraisal Compliance 1% 1% 9% 8% 7% 6% 5% 94% 91% 9% 89% 87% 84% 84% 83% 82% 81% 85% 91% 9% 9% 8% 7% 6% 5% 8% 8% 79% 77% 75% 75% 75% 72% 69% 63% 66% 78% 7% 4% 4% 3% 3% 2% 2% 1% 1% % % Statutory and Mandatory Compliance: Trust 9.41% (from 9.59%) EOC 9.4% (from 86.17%) Operations North and South 9.96% (from 92.23%) Support Services 9.6% (from 83.85%) Performance Appraisal Compliance: Trust 69.9% (from 78.12%) EOC 74.51% (from 8.%) Operations North and South 71.69% (from 79.13%) Support Services 64.58% (from 68.18%) Operations are reviewing the timings of both statutory and mandatory training and performance appraisal reviews to ensure these are not scheduled for periods of high demand, to manage compliance through the year. 3

4 Operations Centre Summary Call taking performance has improved in April 218 with 999 call taking service level achieved for the first time since November 218 at 95.74%. 111 call taking has also seen a significant improvement, reaching 94.1% (+2.51% compared to March 218) although the service level has not been achieved. Additional call handlers have been recruited through previous months, supporting the improvement seen in call performance. The Hear and Treat rate for April 218 (5.1%) has reduced since March 218 (6.2%). National benchmark shows that there is still opportunity to increase our performance for Hear and Treat. Our NHS 111 service continues to perform well for referrals to ED with April 218 achieving 2.46% against the 5% target. Referrals to 999 has seen a slight increase in April 218 taking us over the 1% target by.16%. The warm transfer rate target continues to remain an area of concern with performance against this target reducing for third consecutive month. Robust management of NDUC continues and with a focus on ensuring staffing levels are improved to start to improve service provision. The number of 111 calls receiving a clinical contact has continued to improve in April 218 with 49.42% of triaged calls receiving clinical input. This is just short of the NHS England 5% target. 4

5 Operations Centre 999 5, 45, 4, 35, 3, 25, 2, 35, Call Demand 1% 95.74% 95% 9% 85% 8% 75% 7% 999 Call Answer in 5 seconds Change from same month last year YTD change from last year Call Volume -.76% -.76% 217/18 218/19 Call Answer Times (seconds) 217/18 218/19 Target Hear and Treat % 1% 8% 6% 4% 2% Mean 95th centile 99th centile Revalidation Outcomes - No Ambulance Dispatch (combined) 35% 3% 25% 15.4% 2% 15% 1% % % 16% 14% 12% 1% 8% 6% 4% 2% % % 218/19 - volume 217/18 - % 218/19 - % Hear & Treat Benchmark 15% 5% 3% 4% 5% 5% 6% 6% 6% 6% 6% 6% Volume (by case) No Ambulance Dispatch % 5

6 Operations Centre- 111 Oct-16 Nov-16 Oct-16 Nov-16 Dec-16 Dec-16 Jan-17 Jan-17 Feb-17 Feb-17 Mar-17 Mar-17 Apr-17 Apr-17 May-17 May-17 Jun-17 Jun-17 Jul-17 Jul-17 Aug-17 Aug-17 Sep-17 Sep-17 Oct-17 Oct-17 Nov-17 Nov-17 Dec-17 Dec-17 Jan-18 Jan-18 Feb-18 Feb-18 Mar-18 Mar-18 Apr-18 Apr-18 1, 8, 6, 4, 2, 111 Call Demand 81, Call Answer in 6 seconds 1% 94.1% 95% 9% 85% 8% 75% 7% Change from same month last year YTD change from last year Call Volume 2.28% 2.28% 217/18 218/19 217/18 218/19 Target 111 Calls Referred to ED 111 Calls Referred to 999 7% 6% 5% 4% 3% 2% 1% % 5.74% 2.21% 2.46% 18% 16% 14% 12% 1% 8% 6% 4% 2% % 12.47% 1.16% Warm Transfer Rate Clinical Contacts 1% 9% 8% 7% 6% 5% 4% 65.22% 56.87% % 6% 5% 4% 45.3% 3% 2% 1% % 3% 2% 31.38% Total Clinician Calls (% of Calls answered) (% of Calls triaged) Target 6

7 Operations Centre Quality and Safety Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 Our Patients % Incidents Moderate or Above 7.35% 5 8% 6% 4% 2% % Complaints and Appreciations per 1 calls Incidents Moderate or Higher (% of Patient Safety Incidents) Complaints Appreciations Apr 17 May 17 Jun 17 Jul 17 Aug 17 Sep 17 Oct 17 Nov 17 Dec 17 Jan 18 Feb 18 Mar 18 Apr 18 Incidents Reported Incidents Reported Moderate or Above Serious Incidents Duty of Candour Verbal Aggression Over the Telephone Complaints and Appreciations April 218 shows a generally static position with no increase in the number of complaints and a slight increase (+2) in appreciations since March 218. Overall there is a slight downward trend in the number of complaints and slight upward trend in the number of appreciations since November 216 showing a gradual improved position. Incident Reporting there has been a decrease in the number of incidents reported since March 218, and a decrease since April 217. Incidents Moderate or Above April 218 shows a high number of incidents reported moderate or above representing 7.35% of patient safety incidents. Serious Incidents there was 1 serious incident reported in April 218. Duty of Candour there has been a slight reduction since March 218, although figures remain high for the number of Duty of Candour requirements. Verbal Aggression towards Staff over the Telephone there has been a significant increase during April

8 Unscheduled Care Summary April 218 has seen improvements in all response time categories, and all national standards met with the exception of Category 3. Category 3 9 th centile response times have however, improved by 1 hour 25 mins compared to March 218. We have continued to hold our position as best placed Ambulance Trust for Category 1 response performance, and are also ranked 2 nd for Category 4. Improving See and Treat and Conveyance rates remains an area of focus for the Trust, with trials on-going to improve pathways. Average handover time has continued to improve to reach 15m 4s in April 218, however hours lost to handover still remains significantly higher than April 218. Handover to clear times (post handover) remains above the 15 minute target, work is ongoing with hospitals across the region to improve the consistency of handover processes through a regional Task and Finish Group. Additional management presence within Emergency Departments is being trialled to support standardisation of handover processes. In addition an independent audit is being scoped to review handover processes across the region. Late finishes (reported in arrears) shows continued improvements, with late finish hours for March % lower than March

9 Unscheduled Care Response Times NEAS Mean NEAS 9 th Centile England Average Mean England Average 9 th Centile National Standard C1 M C1 9 th C2 M C2 9 th C3 M C3 9 th C4 M C4 9th Variance from target (Apr 18) -:1:8 -:4:55 -::52 -:5:5 - :1: :7:28 Change from previous month -::36 -::55 -:5:38 -:12:24 -:35:39-1:25:45 -:25:58-1:2:56 National Ranking Position (out of 1) 1 st 1 st 6 th 6 th 6 th 6 th 2 nd 2 nd 9

10 Unscheduled Care Benchmark Performance 1

11 Unscheduled Care Long Waits C1 Response Distribution- April 218 C1 >15 mins 37 % of demand 1.73% C2 Response Distribution - April 218 C2 > 4 mins 1271 % of demand 7.29% C3 Response Distribution - April 218 C4 Response Distribution - April C3 > 12 mins 894 % of demand 1.46% C4 > 18 mins 13 % of demand 4.11%

12 Unscheduled Care See and Treat/Convey 4, 35, 3, 25, 2, Incident Demand 31, /18 218/19 See and Treat Change from same month last year Incident Volume -1.9% YTD change from last year -1.9% See & Treat Benchmark % 3% 25% 2% 15% 1% 5% 4% 35% 3% 25% 2% 15% 1% 5% % 29% 17% 23% 23% 24% 26% 27% 31% 33% 33% 37% 37% % 218/19 - volume 217/18 - % 218/19 - % % See and Convey 75% 7% 65% 6% 55% 8% 7% 6% 5% 4% 3% 2% 1% % 66% See & Convey Benchmark 58% 6% 61% 61% 63% 67% 68% 71% 71% 71% 72% 1 5% 218/19 - volume 217/18 - % 218/19 - % 12

13 Arrivals Unscheduled Care Handovers Hours Lost 25 Arrivals and Time Lost to Handovers 25 Hospital Handovers Apr 18 % Completed in 15 mins Hours Lost Average Handover (mins) 2 1,915 2 Darlington Memorial 6.4% 127 :16:51 James Cook 29.1% 91 :17: ,488 1,15 1, NSECH 6.4% 17 :13:58 Queen Elizabeth 84.6% 8 :11:21 RVI 51.9% 98 :14:6 South Tyneside 45.7% 63 :15:29 Sunderland Royal 38.5% 159 :17:25 University Hsp of North Durham 63.1% 153 :15: University Hsp of North Tees 44.7% 63 :14:53 Trust 53.% 869 :15:4 39% 38% 37% 36% 35% 34% 33% 32% 31% 3% 29% Arrivals Hours Lost to Handover Linear (Hours Lost to Handover) Turnaround Performance (<3 Minutes) 37.1% 217/ /219 Post Handovers Apr 18 % Completed in 15 mins Hours Lost Average Post Handover (mins) Darlington Memorial 29.3% 194 :21:46 James Cook 28.1% 17 :17:26 NSECH 29.2% 362 :2:57 Queen Elizabeth 24.1% 29 :23:25 RVI 26.8% 39 :21:34 South Tyneside 22.5% 14 :21:55 Sunderland Royal 22.5% 38 :22:12 University Hsp of North Durham 3.5% 287 :21:24 University Hsp of North Tees 28.1% 139 :19:16 Trust 26.9% 2136 :21:14 13

14 Unscheduled Care Late Finishes

15 Unscheduled Care Quality and Safety Our Patients % Incidents Moderate or Above 13.4% 4.29% 1.3% % 35% 3% 25% 2% 15% 1% 5% % Complaints and Appreciations per 1 attended incident.18.3 Incidents Reported Moderate or Higher % of Patient Safety Incidents Complaints Appreciations Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 Incidents Reported Incidents Reported Moderate or Above Serious Incidents Number of Reported Assaults/ Aggression Towards Staff *Data is reported a month in arrears (FFT) 15

16 Scheduled Care Timeliness Indicators Time on vehicle and collection within 6 minutes continue to perform well, both achieving the local targets. On time arrival has missed the 8% target by 3.2% (a decrease from.9% in March 218), this is due to an increase in early arrivals. Further work is being undertaken to review impact of same day bookings and adherence to schedules. On time arrival Collection within 6 mins 1% 9% 1% 9% 86.6% 8% 7% 6% 5% 76.8% 8% 7% 6% 5% On time arrival Target Collection within 6 mins Target Time on Vehicle < 6 mins Completed Journeys 1% 93.3% 6 9% 8% 7% 6% % Time spent on vehicle (<6 minutes) Target 2 Apr 216/17 217/18 16

17 Scheduled Care Planned vs Same Day Completed Journeys - Same Day vs Planned 86.3% 75.5% 9% 85% 8% 75% 7% 65% 7% 6% 5% 4% 3% 2% 1% % Third Party Rate - Same Day vs Planned (Planned) Completed Journeys (Same Day) Completed Journeys (Planned) % (Same Day) % (Planned) Third Party Rate (Same Day) Third Party Rate 17

18 Scheduled Care Quality and Safety Our Patients 6 5 Incidents Moderate or Above 55.56% 6% 45.45% 5% 3% 25% Complaints and Appreciations per 1, Journeys % 4% 3% 2% 1% % 2% 15% 1% 5% % Incidents Reported Moderate or Higher Incidents Reported Moderate or Higher as a proportion of Patient Safety Incidents Complaints per 1 journeys Appreciations per 1 journeys Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 Incidents Reported Incidents Reported Moderate or Above Serious Incidents Reported Assaults/Aggression Towards Staff

19 Workforce Finance Performance Quality KPI Thresholds Key Performance Indicator Key Performance Indicator Our Trust Incident Reporting Trend Decrease Static Increase 999 Calls answered in 5 seconds Contractual <9% 9%-95% >=95% Incidents reported moderate or higher >7% 5% - 7% <5% 111 Calls answered in 6 seconds Contractual <9% 9%-95% >=95% Serious Incidents 1 NA 111 Referrals to ED Contractual >7% 5%-7% <5% Assaults on Staff (Scheduled and Unscheduled Care) 1 NA FFT 85%> Cardiac Arrest ROSC Local In development Cardiac Arrest ROSC Utstein Cardiac Arrest Survival Cardiac Arrest Survival Utstein Local Local Local 111 Referrals to 999 (responded) Contractual >15% 1%-15% <1% C1 Mean National >:7: <:7: C1 9 th Centile National >:15: <:15: C1T Mean C1T 9 th Centile C2 Mean National >:18: <:18: Stroke FAST 6 Local C2 9 th Centile National >4: <:4: Stroke Care Bundle STEMI PPCI 15 STEMI Care Bundle Local Local Local C3 9 th Centile National >2:: <2:: C4 9 th Centile National >3:: <3:: Hear and Treat (ARP AQI) Local 1-3% 4-7% 7-11% See and Treat (ARP AQI) See and Convey (ARP AQI) Job cycle Time No Target No Target No Target Key Performance Indicator Time on Vehicle < 6 mins (Scheduled Care) Contractual <8% 8%-9% >9% Capital service capacity (times) >2.5x x x <1.25x Liquidity days > (7)- (14)-(7) <(14) On time arrival (Scheduled Care) Contractual <75% 75%-8% >8% Collection within 6 mins (Scheduled Care) Contractual <8% 8%-85% >85% I&E margin >1% 1-% -(1)% Performance against control total metric > or = % Agency spend cap % > or = % (1)-% (2)-(1)% %-25% 25%- 5% Use of Resources Rating SOF < or = (1)% < or = (2)% >5% Key Performance Indicator Sickness (Trust) Local >8% 5-8% <5% Vacancy Rate (Trust) Local Turnover Rate (Trust) Local 1.25% 19 Statutory and Mandatory Training Compliance Local <9% 9 95% 95%> Performance Appraisal Compliance Local <9% 9 95% 95%>