Chelsea and Westminster NHS Trust & West Middlesex University Hospitals Friends & Family Test April Results
Contents Introduction Trust Overview Department Overview A&E Detail Inpatients Detail Maternity Detail Day Case Detail Outpatients Detail Paediatrics Detail GUM Detail Community Detail
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.
Trust Overview Chelsea and Westminster Hospital & West Middlesex University Hospital 14% Rates 7894 90% 427 5%
Department Overview 15% 1522 105 1339 85 31% 88% 6% 90% 6% A&E Inpatients 18% 143 3 235 9 14% 97% 2% 93% 4% Birth Day Case 11% 2982 159 844 34 12% 90% 5% 92% 4% Outpatients Paediatrics 23% 829 32 95% 4% Gum
A&E Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest ED 1834 340 19% Chelwest UCC 6554 1009 15% West Middlesex ED 2788 383 14% Total 11176 1732 15% Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest ED 260 76% 49 14% 15 4% 4 1% 10 3% 2 1% Chelwest UCC 680 67% 197 20% 52 5% 26 3% 37 4% 17 2% West Middlesex ED 264 69% 72 19% 12 3% 9 2% 19 5% 7 2% Total 1204 70% 318 18% 79 5% 39 2% 66 4% 26 2% A&E 1522 88% 105 6%
INPATIENTS Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest 1035 393 38% West Middlesex 3757 1097 29% Total 4792 1490 31% * Please note Day Case included within West Middlesex results Site 1 % 2 % 3 % 4 % 5 % 6 % Chelwest 280 71% 68 17% 18 5% 10 3% 14 4% 3 1% West Middlesex 785 72% 206 19% 27 2% 32 3% 29 3% 18 2% Total 1065 71% 274 18% 45 3% 42 3% 43 3% 21 1% Inpatients 1339 90% 85 6%
Maternity Birth Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest 423 87 21% West Middlesex 400 61 15% Combined 823 148 18% 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 124 84% 19 13% 2 1% 2 1% 1 1% 0 0% Maternity 143 97% 3 2%
Day Case Chelsea only FFT Rates Eligible Discharges FFT Surveys Rate Day Case 1829 253 14% Department 1 % 2 % 3 % 4 % 5 % 6 % Total 196 77% 39 15% 4 2% 5 2% 4 2% 5 2% Daycase 235 93% 9 4%
Outpatients Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest 18831 1789 10% West Middlesex 12155 1524 13% Total 30986 3313 13% Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest 1316 74% 303 17% 67 4% 35 2% 50 3% 18 1% West Middlesex 1006 66% 357 23% 63 4% 24 2% 50 3% 24 2% Total 2322 70% 660 20% 130 4% 59 2% 100 3% 42 1% Outpatients 2982 90% 159 5%
Paediatrics Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelwest 7850 902 11% West Middlesex 31 19 61% Total 7881 921 12% * Please note Paediatrics data for West Middlesex taken from inpatients. Department 1 % 2 % 3 % 4 % 5 % 6 % Chelwest 657 73% 168 19% 35 4% 19 2% 15 2% 8 1% West Middlesex 13 68% 6 32% 0 0% 0 0% 0 0% 0 0% Total 670 73% 174 19% 35 4% 19 2% 15 2% 8 1% Paediatrics 844 92% 34 4%
GUM Overview FFT Rates Eligible Discharges FFT Surveys Rate Chelsea 3663 795 22% West Mid 78 78 100% Total 3741 873 23% GUM 1 % 2 % 3 % 4 % 5 % 6 % Chelsea 690 87% 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 760 87% 69 8% 9 1% 6 1% 26 3% 3 0% GUM 829 95% 32 4%