Friends & Family Test

Transcription

1 Chelsea and Westminster NHS Trust & West Middlesex University Hospitals Friends & Family Test April Results

2 Contents Introduction Trust Overview Department Overview A&E Detail Inpatients Detail Maternity Detail Day Case Detail Outpatients Detail Paediatrics Detail GUM Detail Community Detail

3 Introduction The purpose of this report is to provide an update of The Friends & Family Test (FFT) within Chelsea and Westminster Hospital NHS Foundation Trust & West Middlesex University Hospital. The Friends & Family Test Survey is currently live within A&E and Inpatients. What is The Friends & Family Test? The Friends and Family Test (FFT) is a two question survey which asks patients whether they would the NHS service they have received to family and friends who need similar treatment or care. The objective of FFT is to gain patient feedback in order to use the information to deliver clinical and nonclinical service improvements The Friends & Family Test Question: We would like you to think about your experience in our ward/a&e department where you spent the most time during this stay. How likely are you to our ward to friends and family if they needed similar care or treatment? 1 Extremely likely, 2 Likely, 3 Neither likely nor unlikely, 4 Unlikely, 5 Extremely unlikely, 6 Don t know. The patient is then invited to give a reason for the score they have given: Please can you tell us the main reason for the score you have given? The Friends & Family Test Ratings: The ratings 1 6 apply to the following feedback: 1 Extremely Likely (Promoter) 4 Unlikely (Detractor) 2 Likely (Passive) 5 Extremely Unlikely (Detractor) 3- Neither Likely or Unlikely (Detractor) 6 Don t Know What is the Friends and Family score? The FFT score is based on patients being divided into three categories, Promoters, Passives & Detractors. By asking the FFT question we can track Promoters, Passives & Detractors to measure the delivery of service and care through our patients eyes. Promoters are highly loyal, advocates of the organisation, whereas detractors are less satisfied, and would not our Trust. A higher score indicates a more satisfied patient base.

4 Trust Overview Chelsea and Westminster Hospital & West Middlesex University Hospital 14% Rates % 427 5%

5 Department Overview 15% % 88% 6% 90% 6% A&E Inpatients 18% % 97% 2% 93% 4% Birth Day Case 11% % 90% 5% 92% 4% Outpatients Paediatrics 23% % 4% Gum

6 A&E Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest ED % Chelwest UCC % West Middlesex ED % Total % Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest ED % 49 14% 15 4% 4 1% 10 3% 2 1% Chelwest UCC % % 52 5% 26 3% 37 4% 17 2% West Middlesex ED % 72 19% 12 3% 9 2% 19 5% 7 2% Total % % 79 5% 39 2% 66 4% 26 2% A&E % 105 6%

7 INPATIENTS Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest % West Middlesex % Total % * Please note Day Case included within West Middlesex results Site 1 % 2 % 3 % 4 % 5 % 6 % Chelwest % 68 17% 18 5% 10 3% 14 4% 3 1% West Middlesex % % 27 2% 32 3% 29 3% 18 2% Total % % 45 3% 42 3% 43 3% 21 1% Inpatients % 85 6%

8 Maternity Birth Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest % West Middlesex % Combined % Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest 77 89% 8 9% 0 0% 2 2% 0 0% 0 0% West Middlesex 47 77% 11 18% 2 3% 0 0% 1 2% 0 0% Combined % 19 13% 2 1% 2 1% 1 1% 0 0% Maternity % 3 2%

9 Day Case Chelsea only FFT Rates Eligible Discharges FFT Surveys Rate Day Case % Department 1 % 2 % 3 % 4 % 5 % 6 % Total % 39 15% 4 2% 5 2% 4 2% 5 2% Daycase % 9 4%

10 Outpatients Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest % West Middlesex % Total % Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest % % 67 4% 35 2% 50 3% 18 1% West Middlesex % % 63 4% 24 2% 50 3% 24 2% Total % % 130 4% 59 2% 100 3% 42 1% Outpatients % 159 5%

11 Paediatrics Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest % West Middlesex % Total % * Please note Paediatrics data for West Middlesex taken from inpatients. Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest % % 35 4% 19 2% 15 2% 8 1% West Middlesex 13 68% 6 32% 0 0% 0 0% 0 0% 0 0% Total % % 35 4% 19 2% 15 2% 8 1% Paediatrics % 34 4%

12 GUM Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelsea % West Mid % Total % GUM 1 % 2 % 3 % 4 % 5 % 6 % Chelsea % 62 8% 9 1% 6 1% 26 3% 2 0% West Mid 70 90% 7 9% 0 0% 0 0% 0 0% 1 1% Total % 69 8% 9 1% 6 1% 26 3% 3 0% GUM % 32 4%