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Hw data for peg dec 2013
- 1. Summary data PFT Patient Experience Group Peter Denton, Healthwatch Manager, 10 December 2013
- 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)