2. What the public told us about their access to services
OUR SMALL-SCALE SURVEY
SATISFACTION & CONCERNS
3. Expressed as percentages of 136 responses
Services for
Carers
Children's Social
Care Services
Adult Social Care
Services
District Nurses and
other Community
Health Services
Optician
Pharmacy
NHS Dentist
Specialist Mental
Health Services
Hospital
(Outpatient)
Hospital (Inpatient)
Hospital (A&E)
Primary Care walk
in centre
Out of Hours GP
service
GP/family doctor
Please tick the box next to any of these services that you have used in
Tameside (or as a Tameside resident) in the last year. (Tick all boxes that
are relevant)
100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%
4. 2.3%
0.8%
Overall how well would you say the best service
performed?
31.5%
65.4%
It was very good
It was good
It was poor
It was very poor
Expressed as percentages of 130 responses
Overall how well would you say the worst service
performed?
14.0%
39.3%
19.6%
27.1%
It was very good
It was good
It was poor
It was very poor
Expressed as percentages of 107 responses
5. How were services rated (best/worst)?
70
60
50
40
30
20
10
Very Poor
0
-10
-20
-30
Poor
Good
Very Good
6. Themes – Hospital
• A&E:
• Mixed messages about speed of treatment
• Caring staff noted
• Some issues about locum doctors and levels of expertise
• Inpatients:
• Mainly positive comments about staff (nurses etc.)
• Some issues around bed management and discharge preparation
• Outpatients:
• Mixed responses but generally positive around
caring, communicative and efficient staff
• Negative comments about doctors’ and consultants’ ‘bedside
manner’
• Communication and co-ordination not always good
7. Patient experiences either posted directly by patients or through
our Healthwatch Champions
PATIENT OPINION DATA
8. How many stories?
35
Number of stories
posted per month
30
25
Posted by unknown (e.g. via NHS Choices)
20
Posted by a staff member
Posted by relative
Posted by parent/guardian (of a child)
15
Posted by the service user
Posted by patient
10
5
0
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
9. Criticality grading
35
Number of stories
by criticality grade
30
25
No criticality grading (e.g. via NHS Choices)
20
Graded as not critical (level 0)
Graded as minimally critical (level 1)
15
Graded as mildly critical (level 2)
10
Graded as moderately critical (level 3)
Graded as strongly critical (level 4)
5
Graded as severely critical (level 5)
0
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
Average criticality score (inc. not critical)
2.00
1.80
1.60
1.40
1.20
1.00
0.80
0.60
0.40
0.20
0.00
Average criticality score (inc. not critical)
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
10. What was good?
35
What's Good?
30
Other
25
Environment
Patient experience
20
Outpatient topics
15
Inpatient wards/topics
10
Admission (inc A&E)
Care
5
Communication & information
0
Jan-13
Feb-13
2.8%
Mar-13
Apr-13
Jun-13
Jul-13
Communication & information
17.2%
Care
Admission (inc A&E)
6.5%
4.7%
Inpatient wards/topics
Outpatient topics
8.4%
Aug-13
Staff
7.4%
24.7%
4.2%
May-13
24.2%
Patient experience
Environment
Other
Sep-13
Oct-13
Staff
11. What could improve?
30
What could improve?
25
Other
Environment
20
Patient experience
Outpatient topics
15
Inpatient wards/topics
10
Admission (inc. A&E)
Medication
5
Care
0
Communication & information
Jan-13
Feb-13
Mar-13
Apr-13
May-13
Jun-13
Jul-13
Aug-13
Sep-13
Staff
4.2%
Communication & information
13.5%
21.9%
Care
Medication
6.3%
Admission (inc. A&E)
12.5%
17.7%
Inpatient wards/topics
Outpatient topics
Patient experience
1.0%
12.5%
5.2%
5.2%
Environment
Other
Oct-13
Staff
12. Who are the care providers?
35
Which provider?
30
T&G Primary Care
25
T&G Unspecified
T&G Funded residential Care
20
Bridgewater Community Trust
Salford Royal NHS FT
15
Pennine Acute NHS Trust
10
Central Manchester University Hosps FT
Tameside Hospital
5
0
Jan-13
Feb-13
Mar-13
Apr-13 May-13
Jun-13
Jul-13
Aug-13
Sep-13
Oct-13
13. Data from the NHS Independent Complaints Advocacy Service (ICA)
ABOUT COMPLAINTS
14. October ICA activity - Tameside
• 5 new cases
• 4 cases closed
• 30 live cases requiring advocacy
• 7 Self help information packs sent
• 30 people receiving telephone/e-mail support
• 1 case referred to ombudsman
• 5 local resolution meetings attended
15. What ICA propose to share with us
• Summary of new cases:
• provider
• nature of grievance etc.
• Updates on active cases
• Outcome of closed cases
• Service improvements (that they have been told
about)