Enc 5a

NORTHUMBRIA HEALTHCARE NHS FOUNDATION TRUST

Report to the Board of Directors. October 20th 2016.

Improving Patient Experience

This paper outlines our local approach to improving patient experience and our position at the end of

September 2016.

The trust continues to carry out surveys on a scale that allows for reliable results to be available at a Trust,

Site, Department, Speciality, Ward and individual consultant level.

The surveys have been designed to include all of the key questions from the questionnaire used in the CQC

national patient survey programme but also include locally important priorities.

The Trust continues to demonstrate a strong overall performance towards achieving our strategic aim of

excellent, person centred care.

Patient Perspective Data: Inpatients (n=1254)

Overall satisfaction, (rating the inpatient service as excellent, very good or good)

Jul-16 Aug-16 Sep-16

Inpatient 96.8% 95.3% 97.1%

Day Case 99.3% 100.0% 99.1%

Patient Perspective Data: Outpatients (n=1209)

Overall satisfaction, (rating the inpatient service as excellent, very good or good)

Jul-16 Aug-16 Sep-16

Outpatients 98.7% 98.7% 98.7%

Strategic Aim: To provide excellent patient-centric customer care.

Key strategic question: To what extent are we meeting our patients’ expectations?

Enc 5a

Patient Perspective - Inpatients, July to September 2016

In this quarter, the inpatient results continue to be very good.

The average score for the Trust is 87%, which is the same as quarter 1, and within the top 20% of Trusts in

England (threshold 84%).

The Trust is in the top 20% of all trusts in all 19 most important questions for patients

Overall, 96% of patients rated their care as excellent, very good or good.

Results remain consistently good in these areas, but particularly, overall rating of care, respect and dignity,

staff working well together, all aspects of communication with doctors and nurses, pain management, and

cleanliness & hand-washing.

Patient Perspective Domain Score by Site – Inpatients

Hospital Score Respondents

Hexham General Hospital 92% 107

Wansbeck General Hospital 87% 190

The Northumbria Hospital 86% 434

North Tyneside General Hospital 85% 143

Patient Perspective Domain Score by Specialty – Inpatients

Specialty Score Respondents

BREAST SURGERY 94% 15*

PLASTIC SURGERY 92% 13*

ORTHOPAEDICS 90% 230

CARDIOLOGY 89% 114

UPPER GI SURGERY 89% 24*

GYNAECOLOGY 87% 30

ELDERLY MEDICINE 86% 161

COLORECTAL SURGERY 86% 26*

GASTROENTEROLOGY 85% 41

GENERAL MEDICINE 85% 57

Enc 5a

RESPIRATORY CARE 84% 80

DIABETIC MEDICINE 83% 22*

GENERAL SURGERY 82% 84

*All results for Sites / Specialties with fewer than 30 responses must be viewed with caution. Sites / Specialties with fewer than 10 respondents are not recorded.

Patient Perspective – Outpatients, July to September 2016

The outpatient results for this quarter continue to be extremely good. On average the Trust is in the top 20%

of all Trusts in England. It is in the top 20% for all 20 of the 20 most important questions to patients. The

average score is 91%, with the threshold for the top 20% being 85%, and the NHS Best being 92%.

All sites have an overall score in the national top 20%. All specialties are in the top 20%, 99% of patients rate

the Trust as excellent, very good or good.

Overall results are particularly good in these areas: All aspects of communication between doctors and

patients, and information given, involvement in decisions, discharge planning, cleanliness, letters copied to

patients, overall ratings and respect and dignity.

Patient Perspective Domain Score by Site – Outpatients

Hospital Score Respondents

Hexham General Hospital 93% 321

Morpeth NHS Centre 92% 27*

North Tyneside General Hospital 92% 431

Berwick Infirmary 90% 23

Wansbeck General Hospital 89% 360

Alnwick Infirmary 88% 9*

NSECH 87% 56

Patient Perspective Domain Score by Specialty – Outpatients

Specialty Score Respondents

HAEMATOLOGY 96% 15*

CLINICAL ONCOLOGY 95% 36

UPPER GI SURGERY 94% 32

PLASTIC SURGERY 93% 20*

ELDERLY MEDICINE 93% 47

GYNAECOLOGICAL ONCOLOGY 93% 11*

CARDIOLOGY 93% 86

DIABETIC MEDICINE 92% 17*

RHEUMATOLOGY 92% 91

UROLOGY 92% 89

Enc 5a

BREAST SURGERY 91% 81

SPINAL SURGERY 91% 61

ORTHOPAEDICS 90% 415

COLORECTAL SURGERY 90% 27*

RESPIRATORY CARE 89% 89

GASTROENTEROLOGY 88% 43

GYNAECOLOGY 86% 50 *All results for sites / specialties with fewer than 30 responses must be viewed with caution.

Sites / Specialties with fewer than 10 respondents are not recorded.

Patient Perspective – Accident & Emergency, July to September 2016

Overall, the Emergency Department results continue to be good. The Trust is the top 20% of all trusts in

England on 23 of the 27 questions that are comparable with national data. The average score of 83% is the

same as the previous quarter. The threshold for the top 20% being 78%. Results vary across the sites,

average scores are: Hexham 87%, North Tyneside 80%, Wansbeck 80% and the Northumbria Hospital 78%.

Overall, results are good in these areas: privacy, Information on waiting times, communication with doctors

and nurses, cleanliness of the department and toilets, planning for leaving hospital, overall ratings and

respect and dignity. There is room for improvement in these areas: actual waiting times until triage and

waiting times to seeing a doctor or nurse.

Trust HGH NTGH WGH NSECH

Q2. Were you given enough privacy when discussing your condition with the receptionist? 74% 79% 73% 67% 77%

Q3. How long did you wait before you first spoke to a nurse or doctor? 61% 82% 48% 53% 61%

Q4. From the time you first arrived in the ED, how long did you wait before being first examined by a doctor or nurse?

65% 77% 57% 62% 61%

Q5. Were you told how long you would have to wait to be examined? 52% 65% 50% 40% 48%

Q6. How long did your visit to the Emergency Department last? 82% 87% 76% 82% 63%

Q7. Did you have enough time to discuss your health or medical problem with a doctor? 92% 96% 91% 90% 87%

Q8.While you were in the Emergency Department, did a doctor or nurse explain your condition or treatment in a way you could understand?

88% 93% 85% 86% 82%

Q9. Did the doctors and nurses listen to what you had to say? 93% 96% 92% 93% 89%

Q10. If you had any worries or fears about your condition or treatment, did a doctor/nurse discuss them with you?

81% 89% 77% 78% 71%

Q11. Did you have confidence and trust in the doctors and nurses?? 91% 92% 92% 89% 87%

Q12. Did doctors or nurses talk in front of you as if you weren't there? 95% 96% 95% 94% 94%

Q13. While you were in the Emergency Department, how much information was given to you? 88% 93% 86% 85% 82%

Q14. Were you given enough privacy when discussing your condition? 95% 97% 95% 93% 95%

Q15. Were you given enough privacy when being examined or treated? 96% 98% 95% 94% 98%

Q16. Sometimes a member of staff will say one thing & another something quite different - did this happen to you?

95% 96% 94% 95% 92%

Q17. Were you involved as much as you wanted to be in decisions about your care and treatment 87% 93% 84% 83% 79%

Q19. Did a member of staff explain the results of the tests in a way you could understand? 90% 90% 88% 91% 86%

Q21. Do you think the hospital staff did everything they could to help control your pain? 76% 86% 73% 70% 68%

Q22. In your opinion, how clean was the Emergency Department? 92% 96% 90% 89% 93%

Q23. How clean were the toilets in the Emergency Department? 92% 95% 89% 91% 92%

Enc 5a

Q24. While you were in the Emergency Department, did you ever feel threatened or bothered by other patients?

97% 98% 98% 96% 97%

Q26. Did a member of staff explain the purpose of the medications in a way you could understand? 92% 95% 89% 93% 92%

Q27. Did a member of staff tell you about medication side effects? 54% 53% 58% 51% 56%

Q28. Did a member of staff tell you about any danger signals to watch for after you went home? 64% 73% 65% 63% 55%

Q29.Did staff tell you who to contact if you were worried about your condition or treatment after you left the ED?

80% 86% 80% 74% 79%

Q30. Was the main reason you went to the Emergency Department dealt with to your satisfaction? 84% 87% 80% 85% 76%

Q31. Overall, did you feel you were treated with respect and dignity while you were in the Emergency Dept? 96% 97% 96% 94% 93%

Q32. Overall, how would you rate the care you received in the Emergency Department? 87% 91% 84% 85% 82%

Q33. Have you ever recommended your local hospital to a friend or relative in the past? 47% 56% 48% 36% 27%

Q34. How likely are you to recommend your local hospital now? 79% 85% 77% 75% 69%

Q35. If you had to decide today whether you would choose Northumbria to provide your care, do you think you would:

88% 88% 88% 87% 84%

Patient Perspective Accident & Emergency – National Comparisons

Trust UK Mean UK >20% UK Best

Q2. Were you given enough privacy when discussing your condition with the receptionist? 74% 63 67% 76

Q3. How long did you wait before you first spoke to a nurse or doctor? 61% 67 73% 83

Q4. From the time you first arrived in the Emergency Department, how long did you wait before being first examined by a doctor or nurse?

65% 65 69% 78

Q5. Were you told how long you would have to wait to be examined? 52% 39 44% 61

Q6. How long did your visit to the Emergency Department last? 82% 69 72% 80

Q7. Did you have enough time to discuss your health or medical problem with a doctor? 92% 83 85% 88

Q8.While you were in the Emergency Department, did a doctor or nurse explain your condition or treatment in a way you could understand?

88% 81 83% 86

Q9. Did the doctors and nurses listen to what you had to say? 93% 86 88% 92

Q10. If you had any worries or fears about your condition or treatment, did a doctor / nurse discuss them with you?

81% 69 72% 77

Q11. Did you have confidence and trust in the doctors and nurses examining you? 91% 84 86% 90

Q12. Did doctors or nurses talk in front of you as if you weren't there? 95% 90 92% 94

Q13. While you were in the Emergency Department, how much information was given to you? 88% 85 87% 91

Q15. Were you given enough privacy when being examined or treated? 96% 89 91% 93

Q16. Sometimes a member of staff will say one thing & another something quite different - did this happen to you?

95% 89 91% 95

Q17. Were you involved as much as you wanted to be in decisions about your care and treatment 87% 77 80% 85

Q19. Did a member of staff explain the results of the tests in a way you could understand? 90% 75 78% 85

Q21. Do you think the hospital staff did everything they could to help control your pain? 76% 73 77% 84

Q22. In your opinion, how clean was the Emergency Department? 92% 78 82% 87

Q23. How clean were the toilets in the Emergency Department? 92% 73 79% 85

Q24. While you were in the Emergency Department, did you ever feel threatened or bothered by other patients?

97% 94 96% 98

Q26. Did a member of staff explain the purpose of the medications in a way you could understand? 92% 91 93% 98

Q27. Did a member of staff tell you about medication side effects to watch for? 54% 46 51% 66

Q28. Did a member of staff tell you about any danger signals to watch for after you went home? 64% 53 57% 66

Q29.Did staff tell you who to contact if you were worried about your condition or treatment after you left the Emergency Department?

80% 68 72% 81

Q30. Was the main reason you went to the Emergency Department dealt with to your satisfaction? 84% 80 83% 87

Enc 5a

Q31. Overall, did you feel you were treated with respect and dignity while you were in the Emergency Department?

96% 87 89% 93

Patient Perspective Accident & Emergency – Score Over time

Real Time programme : Key strategic question: Do we know what is important to our

patients?

Our real time programme, built around the things that really matter to patients, continues to demonstrate

consistently high standards across all sites. July to September 2016 is based on the views of 1794 people.

Real time Ward and site summary – July to September 2016

NSECH No of Pts Surveyed

Coord-ination

Respect & dignity

Involve-ment

Doctors Nurses Clean-liness

Pain Control

Medi-cines

Noise at Night

Kindness & Compassion

Domain Average

KPS

Ward 1 71 9.28 9.82 9.75 9.99 9.95 9.95 9.89 9.05 9.61 9.89 9.72 9.89

Ward 3 67 9.85 9.96 9.86 9.93 10.00 10.00 9.81 8.32 9.89 9.96 9.76 9.66

Ward 4 58 9.68 9.96 9.80 9.90 9.97 9.71 9.68 7.38 9.30 9.96 9.53 9.78

Ward 6 62 9.88 9.92 9.77 9.90 9.88 9.89 9.63 6.28 9.42 9.96 9.45 9.72

Ward 7 63 9.58 9.88 9.72 9.80 9.89 9.68 9.77 6.68 9.44 9.96 9.44 9.71

Ward 9 39 9.62 9.68 9.33 9.61 9.67 9.92 9.96 5.26 9.50 9.55 9.21 9.55

HASU 44 9.91 9.94 9.91 9.88 9.92 9.78 9.77 7.24 10.00 9.89 9.62 10.00

Ward 10 86 9.56 9.97 9.84 9.82 9.91 9.80 9.89 8.22 9.78 9.97 9.68 9.76

Ward 12 67 9.87 9.93 9.99 9.98 9.94 9.65 9.95 8.80 9.38 9.96 9.74 9.96

Ward 16 51 9.46 9.66 9.51 9.88 9.84 10.00 9.60 8.64 9.98 9.66 9.62 9.12

Critical Care 28 9.82 9.64 9.91 9.94 9.97 9.81 10.00 9.01 9.60 10.00 9.77 9.73

Paediatrics 41 9.97 10.00 9.94 9.93 10.00 9.54 10.00 9.03 9.94 9.94 9.83 10.00

677 9.69 9.88 9.79 9.88 9.92 9.81 9.82 7.86 9.64 9.90 9.62 9.75

NTGH No of Pts Surveyed

Coord-ination

Respect & dignity

Involve-ment

Doctors Nurses Cleanli

ness Pain

Control Medi-cines

Noise at Night

Kindness & Compassion

Domain Average

KPS

3 35 9.79 10.00 9.96 10.00 9.98 9.62 9.91 8.70 9.61 10.00 9.76 9.86

5 48 9.27 9.84 9.84 9.75 9.75 9.66 9.83 7.57 9.47 9.74 9.47 9.29

7 59 9.60 9.92 9.80 9.83 9.83 9.88 9.96 6.88 8.60 9.96 9.42 9.87

8 50 9.68 10.00 9.96 10.00 9.95 9.73 10.00 9.15 9.68 9.95 9.81 10.00

12 47 9.65 9.79 9.68 9.66 9.89 9.50 10.00 7.85 9.52 9.73 9.53 9.73

15 31 9.48 9.84 9.59 9.84 9.70 9.85 9.91 7.50 7.62 9.76 9.31 9.35

18 47 9.65 9.79 9.62 9.67 9.82 9.54 9.81 8.74 9.65 9.95 9.62 9.38

22 33 9.62 10.00 9.75 9.79 9.80 9.77 10.00 5.90 8.86 10.00 9.35 9.62

23 32 8.87 9.92 9.34 9.73 9.68 9.25 10.00 5.89 9.34 10.00 9.20 9.22

24 35 9.74 10.00 9.54 9.71 9.88 9.83 9.69 8.05 9.89 10.00 9.63 9.93

Pall Care 32 9.59 10.00 9.79 9.74 9.92 9.92 9.91 8.51 9.84 10.00 9.72 9.61

449 9.55 9.91 9.73 9.79 9.84 9.69 9.91 7.75 9.29 9.91 9.54 9.64

WGH No of Pts Coord- Respect Involve Doctors Nurses Cleanli Pain Medi Noise at Kindness & Domain KPS

Enc 5a

Surveyed ination & dignity -ment ness Control -cines Night Compassion Average

2 52 9.83 10.00 9.87 9.89 10.00 9.70 9.95 8.79 9.52 10.00 9.75 9.95

3 52 9.83 9.90 9.91 10.00 9.98 9.73 9.93 8.92 9.50 9.95 9.77 9.86

4 48 9.84 9.53 9.49 9.77 9.69 9.87 9.78 6.66 8.91 9.69 9.32 9.58

5 27 9.86 10.00 9.95 10.00 10.00 9.70 10.00 8.56 9.31 10.00 9.74 10.00

7 48 9.87 10.00 9.88 9.96 9.98 9.70 9.94 9.01 9.49 10.00 9.78 9.90

9 26 9.71 10.00 9.98 10.00 10.00 9.75 10.00 9.03 9.42 10.00 9.79 10.00

10 35 9.79 10.00 9.81 9.85 9.90 9.82 10.00 7.90 9.81 10.00 9.69 9.56

Pall Care 30 9.48 9.92 9.90 10.00 9.94 9.71 9.92 9.19 9.70 9.92 9.77 9.38

318 9.79 9.91 9.83 9.93 9.93 9.75 9.93 8.46 9.44 9.94 9.69 9.78

HGH

No of Pts Surveyed

Coord-ination

Respect & dignity

Involve-ment

Doctors Nurses Cleanli

ness Pain

Control Medi-cines

Noise at Night

Kindness & Compassion

Domain Average

KPS

2 48 9.54 9.95 9.77 9.78 9.98 9.57 10.00 8.16 9.60 10.00 9.64 9.83

3 34 9.81 10.00 9.94 10.00 10.00 9.84 10.00 9.97 10.00 10.00 9.96 9.93

4 42 9.22 9.88 9.58 9.82 9.72 9.55 9.93 8.16 9.38 9.76 9.50 9.69

124 9.50 9.94 9.75 9.85 9.90 9.64 9.98 8.66 9.64 9.92 9.68 9.81

Ward

No of Pts Surveyed

Coord-ination

Respect & dignity

Involve-ment

Doctors Nurses Cleanli

ness Pain

Control Medi-cines

Noise at Night

Kindness & Compassion

Domain Average

KPS

Blyth 2 43 9.68 9.77 9.52 9.74 9.90 9.70 10.00 6.64 8.84 9.83 9.36 9.83

Blyth 3 52 9.76 9.81 9.72 9.67 9.69 9.94 10.00 8.66 9.42 9.81 9.65 9.75

MCH WU 41 9.88 10.00 10.00 9.92 9.96 9.76 9.83 9.05 9.45 10.00 9.79 9.94

Alnwick 1 37 9.90 10.00 9.98 9.98 9.98 9.86 10.00 9.17 9.36 10.00 9.82 10.00

Berwick 1 30 9.92 10.00 9.95 10.00 10.00 9.60 10.00 8.67 9.25 10.00 9.74 10.00

Haltwhistle 1 23 9.65 10.00 10.00 9.92 9.96 9.95 10.00 10.00 9.18 10.00 9.87 9.89

Trust Wide 1794 9.67 9.90 9.78 9.86 9.90 9.76 9.89 8.08 9.47 9.90 9.62 9.75

Domain Average performance 2016

Enc 5a

Friends and Family Test Update In this quarter the percentage of patients who would extremely likely or likely recommend care is:

Inpatients and Day Case DH 98%, Accident & Emergency 93% and Maternity 99%.

Friends and Family Test – DH Inclusions only July to September 2016

IP/DC FFT DH

Extremely likely

Likely Neither

likely nor unlikely

Unlikely Extremely

unlikely Don't know

Total Score Response

Rate Eligible

% of Extremely Likely &

Likely

Jul-16 1399 131 14 7 4 7 1562 88 17.1% 9119 98%

Aug-16 1218 86 6 4 5 3 1322 91 15.3% 8636 99%

Sep-16 1293 103 6 8 1 8 1419 91 15.7% 9018 98%

Q2 2016 3910 320 26 19 10 18 4303 90 16.1% 26773 98%

National Average score 77, National % of Extremely Likely & Likely 95%, Response rate 25.5%

Friends and Family Test - A&E July to September 2016

FFT AE Extremely

likely Likely

Neither likely nor unlikely

Unlikely Extremely

unlikely Don't know

Total Score Response

Rate Eligible

% of Extremely Likely &

Likely

Jul-16 205 65 15 4 3 3 295 63 2.2% 13142 92%

Aug-16 267 75 17 4 3 5 371 66 2.9% 12650 92%

Sep-16 470 148 21 8 8 4 659 66 5.4% 12243 94%

Q2 2016 942 288 53 16 14 12 1325 65 3.5% 38035 93%

National average score 52, National % of Extremely Likely & Likely 85%, Response rate 12.9%

Friends and Family Test - Maternity July to September 2016

FFT Maternity

Extremely likely

Likely Neither

likely nor unlikely

Unlikely Extremely

unlikely Don't know

Total Score Response

Rate Eligible

% of Extremely Likely &

Likely

Jul-16 215 44 0 2 2 0 263 80 20.5% 1282 98%

Aug-16 264 40 1 3 0 0 308 84 22.4% 1375 99%

Sep-16 326 35 2 0 0 0 363 89 27.0% 1346 99%

Enc 5a

Q2 2016 805 119 3 5 2 0 934 85 23.3% 4003 99%

National average Score 74, National % of Extremely Likely & Likely 95%, Response rate 22.6%

Friends and Family Test - Community June to August 2016

CSBU FFT CQUIN Q1

Apr - Jun 2016

Extremely Likely

Likely Neither

Likely Nor Unlikely

Unlikely Extremely Unlikely

Don't Know

Total Score

% of Extremely Likely &

Likely

Jun-16 505 94 4 1 1 0 605 82 99%

Jul-16 450 172 4 2 4 2 634 70 98%

Aug-16 482 110 4 0 1 0 597 80 99%

Total 1437 376 12 3 6 2 1836 77 99%

Two Minutes CSBU by

Service Q1

Dignity &

Respect

Confidence in Staff Skills

Confidence in Confidentiality

Inform-ation

Involved Satisfaction

Rate Domain Average

Recom-mendation

Jun-16 99% 98% 98% 97% 96% 99% 98% 99%

July-16 99% 98% 98% 97% 97% 99% 98% 98%

Aug-16 100% 99% 98% 97% 98% 99% 98% 99%

Total 99% 98% 98% 97% 97% 99% 98% 99%

CQC National Inpatient Survey results

The CQC National Inpatient Survey results show that Northumbria came out joint 10th with The Newcastle

Upon Tyne Hospitals (both Trusts scored an ‘Outstanding’ in the latest CQC inspections). The Trusts who

were ranked higher than Northumbria are specialist hospitals rather than managing emergency and acute

care. The Trust sits within the 10% of all Trusts surveyed nationally.

Rank Trust

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=1 The Royal Marsden n/a 9.5 9.1 9.0 9.3 9.2 8.8 9.2 8.4 6.8 9.0 8.8

=1 Queen Victoria Hospital n/a 9.4 9.1 8.8 9.4 9.4 8.9 8.9 8.4 7.1 8.9 8.8

=1 Liverpool Heart and Chest n/a 9.3 9.6 9.1 9.5 9.4 8.9 8.8 8 6.2 9 8.8

=4 The Clatterbridge Cancer Centre n/a 9.5 9.6 8.9 9.3 8.9 8.7 8.6 8.2 6.9 8.7 8.7

=4 Papworth Hospital n/a 9.2 9.4 8.9 9.3 9.2 8.7 8.8 8.2 6.4 8.9 8.7

=4 The Christie n/a 9.4 8.7 8.9 9.3 9.2 8.7 9.2 8.1 6.6 8.9 8.7

=4 The Robert Jones and Agnes Hunt n/a 8.9 9.2 9.1 9.4 9.0 8.6 8.9 8.0 6.4 9.0 8.7

Enc 5a

=8 Liverpool Women's n/a 9.3 8.9 n/a 9.3 9.2 8.7 9 7.8 6.3 8.8 8.6

=8 The Royal Orthopaedic Hospital n/a 9.0 8.7 9.1 9.3 9.0 8.5 8.8 8.0 6.5 8.7 8.6

=10 The Newcastle Upon Tyne Hospitals 9.4 9.2 8.6 8.7 9.2 9.1 8.5 8.8 7.7 5.9 8.6 8.5

=10 Northumbria 9.2 9.1 8.7 8.8 9.1 8.9 8.5 8.7 7.8 5.9 8.5 8.5

=12 The Walton Centre n/a 8.8 9.3 8.8 9.1 9.0 8.5 8.5 7.4 6.0 8.9 8.4

=12 Royal Brompton and Harefield n/a 8.9 8.9 8.6 9.1 9 8.5 8.5 7.7 6.2 8.8 8.4

=12 Salisbury 9.0 9.0 8.8 9.3 8.9 8.7 8.1 8.6 7.5 5.7 8.4 8.4

=15 Birmingham Women's n/a 9 9.5 n/a 8.9 8.9 8.1 8.7 7.4 6 8.5 8.3

=15 Hinchingbrooke Health Care 8.9 9.1 8.6 8.7 8.8 8.6 8.1 8.6 7.5 5.8 8.4 8.3

=15 Salford Royal 9.0 9.1 8.3 8.6 8.9 8.6 8.2 8.8 7.4 5.6 8.5 8.3

=15 Northern Devon Healthcare 8.9 9.1 8.3 8.4 8.8 8.9 8.2 8.6 7.4 5.9 8.5 8.3

=15 South Tees Hospitals 9.1 9.0 8.5 8.4 8.8 8.8 8.3 8.5 7.4 5.7 8.4 8.3

=20 University Hospitals of Morecambe Bay 8.9 8.9 8.5 8.4 8.8 8.8 8.2 8.7 7.3 5.8 8.3 8.2

=20 University College London Hospitals 9.1 8.9 8.2 8.3 8.9 8.5 8.1 8.5 7.4 6.1 8.4 8.2

=20 Bolton 8.7 9.1 8.3 8.5 8.9 8.8 8.2 8.7 7.4 5.5 8.3 8.2

=20 Poole Hospital 8.8 9.1 8.6 8.3 8.9 8.7 8 8.6 7.3 5.7 8.4 8.2

=20 Taunton and Somerset 8.5 9.0 8.3 8.5 8.8 8.7 8.2 8.6 7.4 5.7 8.4 8.2

=20 Aintree University Hospital 8.8 9.2 8.2 8.4 8.7 8.5 8 8.7 7.4 5.8 8.3 8.2

=20 West Suffolk 8.6 8.9 8.4 8.2 8.8 8.8 8.1 8.5 7.6 5.7 8.4 8.2

=20 Harrogate and District 9 9.2 8.4 8.4 8.7 8.6 8 8.4 7.6 5.4 8.2 8.2

=20 Derby Teaching Hospitals 8.7 9.4 7.8 8.6 8.8 8.6 8.1 8.6 7.4 5.6 8.3 8.2

=20 Basildon and Thurrock University Hospitals 8.8 9 8.2 8.5 8.6 8.6 8.2 8.5 7.3 5.7 8.4 8.2

=20 Frimley Health 8.8 9.1 8.1 8.4 8.6 8.6 8 8.6 7.3 6 8.3 8.2

=20 University Hospitals Bristol 8.8 8.8 8.5 8.5 8.8 8.6 8.1 8.5 7.1 5.6 8.4 8.2

=20 James Paget University Hospitals 8.8 8.7 8.3 8.5 8.7 8.6 8.1 8.5 7.3 5.8 8.4 8.2

The National Inpatient Survey is split into eleven sections. In 2014 Northumbria performed ‘Better’ than

other Trusts in the Waiting List & planned Admissions section. In the other ten sections the Trust performed

‘About the same’ as other Trusts. In the 2015 National Inpatient Survey Northumbria has performed ‘Better’

than other Trusts in six sections - The Emergency/AE Department, The hospital and ward, Doctors, Nurses,

Care and treatment and leaving Hospital. The Trust was the same in the other five.

Section Scores 2014 nationally

Section Scores 2015 nationally The Emergency/AE Department 8.7 About the same

The Emergency/AE Department 9.2 Better

Waiting List & planned Admissions 9.3 Better

Waiting List & planned Admissions 9.1 About the same

Waiting to get to a bed on a ward 7.8 About the same

Waiting to get to a bed on a ward 8.7 About the same

The hospital and ward 8.2 About the same

The hospital and ward 8.8 Better

Doctors 9.0 About the same

Doctors 9.1 Better

Nurses 8.7 About the same

Nurses 8.9 Better

Care and treatment 8.0 About the same

Care and treatment 8.5 Better

Operations and Procedures 8.6 About the same

Operations and Procedures 8.7 About the same

Leaving Hospital 7.7 About the same

Leaving Hospital 7.8 Better

Overall views of care & Services 5.9 About the same

Overall views of care & Services 5.9 About the same

Overall experience 8.1 About the same

Overall experience 8.5 About the same

Enc 5a

Comparing the questions in the Inpatient survey 2015 against 2014, the trust has increased the number of

questions in the ‘Better’ category from six to twenty four. In 2015 the Trust did not have any questions in

the ‘Worse’ category compared to one in 2014.

Comparing the 2015 against the 2014 survey, statistically Northumbria showed an improvement in eighteen

questions, no statistical change in forty questions and was statistically worse in two. The two questions that

were statistically worse fell within the “about the same” category nationally.

National Cancer Survey results 2015

In the 2015 survey, National Cancer Patient Experience Survey (CPES) has adopted the CQC standard for reporting comparative performance, based on calculation of "expected ranges". This means that Trusts will be flagged as outliers only if there is statistical evidence that their scores deviate (positively or negatively) from the range of scores that would be expected for Trusts of the same size. In 2015 there were fifty questions, the Trust results showed twenty in the expected upper range (40%), twenty nine in the expected middle range (58%) and one in the expected lower range (2%)

10%

88%

2%

Questions 2014

Better than (6) About the same (53) Worse (1)

38%

62%

0%

Questions 2015

Better than (24) About the same (39) Worse (0)

30%

3% 67%

Questions 2015 v 2014

Statistically better (18) Statistically worse (2) No Statistical change (40)

Enc 5a

Comparing 2015 against 2014

NHS England/Quality Health state that a number of significant changes were made to the 2015 survey so caution should be taken in directly comparing data from the 2015 survey to the findings of the previous CPES surveys. When we look at the remaining thirty nine comparable questions it showed the Trust was statistically significantly worse in four questions, statistically significantly better in five questions. The other thirty there was no significant change.

Comparing with other Trusts Using question ‘Q59 Patient`s average rating of care scored from very poor to very good’ to compare with other Trusts, Northumbria scores 8.88 which ranks the Trust 21st out of 146th. The Trust sits within the top 20% of all trusts. In the CPES survey all the Trusts have been calculated an expected upper and lower range for each question,

depending on the case-mix of the patients surveyed. Northumbria on this question exceeded their upper range.

40%

58%

2%

Expected Range

expected upper range

expected middle range

expected lower range

10%

13%

77%

Statistical Changes

Significantly worse

Significantly better

No significant change

Enc 5a

Rank Trust (top 40)

Overall, how would you rate

your care? (Case mix adjusted Trust score)

Performance Rating

Expected Range

(lower)

Expected Range

(upper)

1 Royal Brompton & Harefield NHS Foundation Trust 9.20 2 8.09 9.31

2 The Royal Orthopaedic Hospital NHS Foundation Trust 9.11 2 8.08 9.32

3 Yeovil District Hospital NHS Foundation Trust 9.09 1 8.47 8.93

4 Liverpool Heart and Chest Hospital NHS Foundation Trust 9.01 1 8.41 8.98

5 Liverpool Women's NHS Foundation Trust 9.00 2 8.36 9.03

6 The Clatterbridge Cancer Centre NHS Foundation Trust 8.98 1 8.44 8.95

7 The Royal Liverpool and Broadgreen University Hospitals NHS Trust 8.98 1 8.51 8.88

8 East Cheshire NHS Trust 8.98 1 8.45 8.94

9 Salford Royal NHS Foundation Trust 8.97 1 8.47 8.92

10 Taunton and Somerset NHS Foundation Trust 8.94 1 8.54 8.86

11 Torbay and South Devon NHS Foundation Trust 8.94 1 8.47 8.93

12 Lancashire Teaching Hospitals NHS Foundation Trust 8.92 1 8.54 8.85

13 The Newcastle upon Tyne Hospitals NHS Foundation Trust 8.91 1 8.56 8.84

14 Northern Devon Healthcare NHS Trust 8.91 2 8.49 8.91

15 Royal Devon and Exeter NHS Foundation Trust 8.91 1 8.55 8.84

16 Salisbury NHS Foundation Trust 8.90 1 8.51 8.88

17 St Helens and Knowsley Teaching Hospitals NHS Trust 8.90 2 8.45 8.94

18 Harrogate and District NHS Foundation Trust 8.89 1 8.50 8.89

19 The Royal Marsden NHS Foundation Trust 8.89 1 8.56 8.83

20 Peterborough and Stamford Hospitals NHS Foundation Trust 8.89 1 8.52 8.88

21 Northumbria Healthcare NHS Foundation Trust 8.88 1 8.53 8.87

22 George Eliot Hospital NHS Trust 8.88 2 8.48 8.92

23 South Warwickshire NHS Foundation Trust 8.88 2 8.51 8.89

24 Countess of Chester Hospital NHS Foundation Trust 8.87 2 8.46 8.94

25 Royal Cornwall Hospitals NHS Trust 8.87 1 8.54 8.86

Using the same question, regionally Northumbria was ranked second.

Rank Trust

Overall, how would you rate

your care? (Case mix adjusted Trust score)

Performance Rating

Expected Range

(lower)

Expected Range

(upper)

13 The Newcastle upon Tyne Hospitals NHS Foundation Trust 8.91 1 8.56 8.84

21 Northumbria Healthcare NHS Foundation Trust 8.88 1 8.53 8.87

29 Gateshead Health NHS Foundation Trust 8.85 2 8.51 8.88

31 South Tyneside NHS Foundation Trust 8.84 2 8.38 9.01

37 North Tees and Hartlepool NHS Foundation Trust 8.80 2 8.52 8.88

43 University Hospitals of Morecambe Bay NHS Trust 8.78 2 8.53 8.87

44 South Tees Hospitals NHS Foundation Trust 8.77 2 8.54 8.85

51 County Durham and Darlington NHS Foundation Trust 8.76 2 8.52 8.87

105 City Hospitals Sunderland NHS Foundation Trust 8.61 2 8.52 8.87

142 North Cumbria University Hospitals NHS Trust 8.36 3 8.51 8.89

Theming Analysis

Enc 5a

The chart below shows the comments categorised into positive, negative and neutral comments, with the overall

positive comments at 68% (411 comments), overall negative comments at 25% (151 comments) and overall neutral

comments 7% (46 comments).

Further analysis of the overall comments was undertaken by splitting the comments into themes. The positive

comments accounted for 72.3% of the themes (800 themes) and the negative comments accounted for 27.7% of the

themes identified (307 themes). The charts below show the positive and negative themes in their entirety.

Below is a table showing the top 5 positive and negative themes.

Negative Themes % N Positive Themes % N

1. Access to care / waiting 29.3% 90 1. Quality of Staff/Professionalism 28.8% 230

2. Information communication & education 22.5% 69 2. General / quality of care 20.9% 167

3. Co-ordination & integration of care 12.1% 37 3. Kindness & Compassion 14.0% 112

4. Quality of Staff/Professionalism 10.4% 32 4. Access to care / waiting 8.8% 70

5. Facilities Other 5.5% 17 5. Emotional support 8.3% 66

When analysing the themes at a relational / transactional level, it shows within the negative theming, 78% (238

themes) of them were transactional and only 22% (69 themes) were relational..

Comparing this with the positive theming, 45% (361 themes) of them were transactional and 55% (69 themes) were

relational, given a more even spilt in patients’ views of why their care experience felt positive.

68%

25%

7%

Overall Comments (608) Positive (411) Negative (151) Neutral (46)

22.5%

54.9%

77.5%

45.1%

0.0%

20.0%

40.0%

60.0%

80.0%

Negative Positive

Relational v Transactional Themes ( -ive and +ive )

Relational Transactional

Enc 5a

CHKS award for Patient Experience

The trust won the CHKS Top Hospitals 2016 patient experience award. CHKS awarded Northumbria Healthcare the

patient experience accolade following an evaluation of its performance in the CQC inpatient survey, CQC maternity

survey, PROMS (patient reported outcome measures), Friends and Family test scores and PLACE (patient-led

assessments of the care environment) scores.

Traffic light and forward look

Recommendations: Trust Board members are asked to approve the contents of this report and note that the Trust is demonstrating a strong overall performance towards achieving our strategic aims.