Monthly Data Report: March 2015 Airedale NHS …...Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015 3.2 Age band of respondents The 75–84 category accounted

Monthly Data Report: March 2015

Airedale NHS Foundation Trust

| 1

Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015

Contents

1. Introduction ....................................................................................................................................... 2

2. Executive Summary ......................................................................................................................... 2

3. Demographics and Inclusivity ........................................................................................................ 3

3.1 Gender of respondents ............................................................................................................. 3

3.2 Age band of respondents ......................................................................................................... 4

3.3 Disability status of respondents ............................................................................................... 4

3.4 Ethnicity of respondents ........................................................................................................... 5

3.5 Making the Friends and Family Test Inclusive ...................................................................... 5

4. Friends and Family Test Recommendation Score for March 2015 ......................................... 6

4.1 Percentage of Respondents Who Would Recommend the Service .................................. 6

4.2 – A&E Scores ............................................................................................................................. 8

4.3 – Acute Inpatients Scores ........................................................................................................ 9

4.4 – Community Services Scores .............................................................................................. 10

4.5 – Daycase Scores ................................................................................................................... 11

4.6 – Maternity Scores ................................................................................................................... 12

4.7 – Outpatient Scores ................................................................................................................. 13

5 Number of Responses and Response Rates ............................................................................. 14

6. General Comments ....................................................................................................................... 16

| 1. Introduction 2


“You have looked after me very

well, explained what you were

doing clearly, and acted promptly.”

Daycase - Cardiology

Percentage of respondents

who would recommend the

service / ward they used.

1. Introduction

This is the monthly Friends and Family Test feedback report, produced for Airedale NHS

Foundation Trust.

Each ward / department has been issued with a report

detailing their own monthly Friends and Family Test

activity. Unless specified, all data in this report

relates to data collected during March 2015.

Any percentages quoted are rounded to one decimal

point or the nearest whole percent. Due to rounding,

not all totals may equal 100%.

2. Executive Summary

The March 2015 Friends and Family Test feedback for Airedale NHS Foundation Trust was

completed by 1,893 respondents.

When asked ‘how likely are you to recommend

our ward / department to friends and family if

they needed similar care or treatment’, 94.7% of

respondents stated they were extremely likely or

likely to recommend to friends and family.

One thousand, eight hundred and sixty seven

respondents provided feedback via postcard at

point of discharge, fourteen provided

feedback via touchscreen kiosk in

A&E (excludes respondents

providing feedback prior to

completion of treatment), while

twelve provided feedback via their

smartphone

app QR code.

This report has been produced by Direct Data Analysis Ltd, on behalf of Airedale NHS Foundation Trust.

95%

| 3. Demographics and Inclusivity 3


3. Demographics and Inclusivity

This section of the report briefly examines the gender, age,

disability and ethnicity profiles of the Airedale NHS

Foundation Trust Friends and Family Test

respondents, along with steps taken to make the

Friends and Family Test inclusive.

Not all demographic questions were answered by

respondents; therefore, the total responses to each

question in this section may vary.

3.1 Gender of respondents

By gender, 55.0% of respondents were female, whilst 45.0% were male. Fifty four

respondents did not provide details of their gender.

Figure 3.1: Gender of respondents



3.2 Age band of respondents

The 75–84 category accounted for the most frequent age band, with 17.8% of respondents

belonging to this age band, followed by 16.1% of respondents who belonged to the 65-74

age band. Twenty five respondents did not provide details of their age band.

Figure 3.2: Age band of respondents

3.3 Disability status of respondents

When asked if they considered themselves to have a disability, the majority of respondents

(71.9%) did not consider themselves to have a disability, while 18.0% of respondents

considered themselves to have a disability which limited them a little. Fifty six respondents

did not provide a response to this question.

Figure 3.3: Disability status of respondents



3.4 Ethnicity of respondents

White respondents made up the largest ethnic group, with 90.2% of respondents recording

this as their ethnicity. Asian or Asian British accounted for 4.9% of respondents, followed by

Mixed ethnic group who accounted for 4.3% of respondents.

Forty two respondents did not provide an answer to this question.

Figure 3.4: Ethnicity of respondents

3.5 Making the Friends and Family Test Inclusive

To encourage inclusivity, Airedale NHS Foundation Trust provides the Friends and Family

Test in a range of formats including; an easy read card, postcards in a range of languages,

and the opportunity for respondents to provide feedback online or via their mobile phone in a

range of languages. Figure 3.5 shows the alternative feedback methods used this month.

Figure 3.5: Alternative feedback methods

| 4. Friends and Family Test Recommendation Score for March 2015 6


Percentage of respondents

who would recommend the


Percentage of respondents who

would not recommend the


4. Friends and Family Test Recommendation Score for March 2015

The Friends and Family Test results for March show that 94.7% of patients would

recommend Airedale General Hospital to friends or family. Figure 4A

shows the full breakdown. The breakdown by service area is shown

in section 4.1.1

Figure 4A: Respondent’s likelihood to recommend the service they accessed at Airedale General Hospital to friends and family.

During March 2015, Airedale NHS Foundation Trust received 1,893 responses, with the breakdown of responses shown in table 1 below. Table 1: Breakdown of responses

Extremely Likely 1417

Likely 376

Neither likely nor unlikely 48

Unlikely 17

Extremely unlikely 8

Don't Know 27

1 Respondents who were ‘extremely likely’ or ‘likely’ to recommend.

95% 1%



4.1 Percentage of Respondents Who Would Recommend the Service

Figure 4B shows the monthly Friends and Family Test recommendation percentages by

service area.

Figure 4B: Percentage of respondents who would recommend – By service type.

Table 2 – Monthly percentage of respondents who would recommend – By service type.

Oct-14 Nov-14 Dec-14 Jan-15 Feb-15 Mar-15

A&E * 85% 85% 88% 89% 90% 91%

Acute Inpatients 93% 96% 95% 93% 94% 95%

Community 96% 100% 100% 99% 96% 98%

Daycases 98% 98% 99% 99% 100% 100%

Maternity Services 98% 98% 98% 98% 100% 95%

Outpatients 94% 88% 92% 94% 95% 93%

* Current A&E score is for respondents’ ages 16 years or over.

Sections 4.2 – 4.7 show the full breakdown of respondent recommendations for each

service area. 2

2 Comparisons should be viewed with caution. Services with a low number of responses may not provide a true

reflection of that service.



4.2 – A&E Scores

Figure 4.2A: Percentage of respondents who would recommend the service to friends and family.

Figure 4.2B: Percentage of respondents who would not recommend the service to friends and family.



4.3 – Acute Inpatients Scores Figure 4.3A: Percentage of respondents who would recommend the service to friends and family.




4.4 – Community Services Scores Figure 4.4A: Percentage of respondents who would recommend the service to friends and family.




4.5 – Daycase Scores Figure 4.5A: Percentage of respondents who would recommend the service to friends and family.




4.6 – Maternity Scores Figure 4.6A: Percentage of respondents who would recommend the service to friends and family.




4.7 – Outpatient Scores Figure 4.7A: Percentage of respondents who would recommend the service to friends and family.


| 5 Number of Responses and Response Rates 14


5 Number of Responses and Response Rates The overall Friends and Family Test response rate for March was 24.1% (19.7% February).3

This was achieved as follows:

Figure 5.1: Monthly response rates – By service type.

Table 3 – Response rates for Inpatients, A&E, and Maternity.

Service Total

Responses

Total Number Eligible to Respond

Response Rate

Ward 1 48 217 22.1%

Ward 4 24 54 44.4%

Ward 5 11 22 50.0%

Ward 6 28 69 40.6%

Ward 7 32 102 31.4%

Ward 9 27 86 31.4%

Ward 10 22 121 18.2%

Ward 13 30 199 15.1%

Ward 14 50 151 33.1%

Ward 15 0 0 #DIV/0!

Ward 16 8 58 13.8%

Ward 17 3 8 37.5%

Ward 18 45 63 71.4%

Ward 19 33 57 57.9%

AMU 140 157 89.2%

A&E (16 years and over) 564 2712 20.8%

Labour Ward/Homebirth 12 174 6.9%

Postnatal Ward 27 147 18.4%

Antenatal Care 19 203 9.4%

Postnatal Community 22 154 14.3%

3 Response rates are shown only for A&E, Inpatients, and Maternity – These services are required to submit

monthly response rate data to NHS England.

| 5 Number of Responses and Response Rates 15


Table 4 – Number of responses for Community, Daycase, Outpatients, and Under 16 A&E.

Service Type Service Total Responses

COMMUNITY Castleberg Hospital 8

COMMUNITY Children’s outreach clinic 13

COMMUNITY Collaborative Care Teams 2

COMMUNITY Community Therapy Rehabilitation Teams 28

COMMUNITY Craven Virtual Ward 6

COMMUNITY Dietetics 14

COMMUNITY Mobility Services 0

COMMUNITY MSK Physiotherapy 0

COMMUNITY Physiotherapy Rehabilitation Teams 8

COMMUNITY Specialist Nursing 26

COMMUNITY Speech and Language Therapy 5

COMMUNITY Urodynamics 35

COMMUNITY Women’s Health Physiotherapy 8

DAYCASE Cardiology 70

DAYCASE Dental Medicine 1

DAYCASE Endocrinology 4

DAYCASE General Surgery 72

DAYCASE Gynaecology 33

DAYCASE Neurology 1

DAYCASE Ophthalmology 1

DAYCASE Oral Surgery 14

DAYCASE Rheumatology 3

DAYCASE Trauma and Orthopaedics 54

DAYCASE Urology 40

DAYCASE Vascular 2

DAYCASE Unspecified 3

OUTPATIENTS Audiology 68

OUTPATIENTS Cardiology 9

OUTPATIENTS Colposcopy 9

OUTPATIENTS Dermatology 1

OUTPATIENTS ENT 13

OUTPATIENTS Fracture 15

OUTPATIENTS Gastroenterology 9

OUTPATIENTS General Surgery 13

OUTPATIENTS Gynaecology 37

OUTPATIENTS Neurology 8

OUTPATIENTS Ophthalmology 19

OUTPATIENTS Oral Surgery 2

OUTPATIENTS Respiratory Medicine 3

OUTPATIENTS Rheumatology 15

OUTPATIENTS Trauma and Orthopaedics 14

OUTPATIENTS Urology 21

OUTPATIENTS Vascular Surgery 2

OUTPATIENTS Unspecified 2

A&E Under 16 years of age 37

| 6. General Comments 16


6. General Comments Respondents were asked to state the main reason for the recommendation they had given.

From this, 1,356 of the 1,893 respondents (71.6%) provided further comment. Each service

has been provided with a full list of responses for their ward or department.

Below are a small selection of comments, grouped into what respondents liked, and how

their experience could be made better.

• "A well run, disciplined team with an extremely high level of care. I felt safe and secure throughout my stay. Thank

you." Ward 9

• "Surgical and nursing staff are extremely friendly and helpful. This created a stress free and relaxing

experience."

General Surgery - Daycase

• "I liked how my 'in case of emergency' details were checked. Some things had changed and I did not even

think about it." A&E

• "The attentive care given has been unbelievable, and even though our first baby we have been given the confidence and skills to be great parents. You are

marvellous people."

Postnatal Ward

• "Staff and cleanliness excellent. Having used several departments in this Hospital for both myself and

husband, Airedale gets our top marks."

Oral Surgery - Outpatients

• "Was made to feel welcome. Staff very cheerful and explained what they were doing, when they were doing it and reported their findings. Excellent."

Urodynamics - Community

• "Staff introduced themselves by name and encouraged me to 'buzz' if anything was needed."

AMU

What Respondents Liked

| 17


• "The name could stay up longer or come up twice on the screen as a few people missed it."

A&E

•"I think the appointment letter should say that if you have mobility of communication problems you can

bring a family member - this would solve lots of problems."

Urology - Daycase

• "Stop the ladies loo doors from squeaking at night." AMU

• "Difficult to find - long way from reception once booked in."

Dermatology - Outpatients

• "Pharmacy department needs a major shake up; discharged by medical team at 10AM, meds not ready until 5.30PM. Don't show notice saying home by 1PM;

not true."

Ward 1 (ACU)

• "Maybe more child friendly headphones, i.e. colour/fluffy, as there was a reluctance to try the

black set on." Audiology - Outpatients

How We Could Make Your Experience Better

| 18


The Friends and Family Test is a simple, comparable test which, when combined with follow-up

questions, provides a mechanism to identify good and bad performance and encourage staff to make

improvements to services.

The percentage measures are calculated as follows:

Documents

Monthly Data Report: March 2015 Airedale NHS …...Airedale NHS Foundation Trust – Friends and Family Test Feedback March 2015 3.2 Age band of respondents The 75–84 category accounted