Positive about change

Back to main site


The Whole Trust

Between 2017-04-01 and 2017-06-30 we received 4796 responses. Of these 472 were from carers.

There was a service quality rating of 95. This compares with 94 in the previous quarter and 94 in the previous four quarters.

The Friends and Family Test Score is the proportion of patients who are extremely likely or likely to recommend a service. In the current report it was 96 %. This compares with 94 % in the previous quarter and 95 % in the previous four quarters.

You can read about service changes made in response to service user and carer feedback for this area here.

Improve one thing summary

The table below shows the percentage of responses from the comments received to the question 'If you could improve one thing about the support you received what would it be?' We received 2857 responses to this question this quarter and 16320 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Access to Services Availability of services 16.1 22.9 11.9 22
Care/ Treatment Approach to Care 8.8 27.3 4.4 24.3
Care/ Treatment Appointments 5.6 27.3 5.2 24.3
Care/ Treatment General 5.3 27.3 3.7 24.3
Communication General 4.9 15.9 5.9 16.9
Staff/Staff Attitude Staffing levels 4.6 14.2 4.8 14.5
Communication Staff/Service User 4.2 15.9 3.3 16.9
Access to Services Waiting time 4.1 22.9 5.8 22
Staff/Staff Attitude Time staff spend with service users 4.1 14.2 3.5 14.5
Care/ Treatment Activities 3.5 27.3 4.2 24.3
Environment/Facilities Facilities 3.5 10.1 2.1 9
Environment/Facilities Parking/Transport 2.3 10.1 1.9 9
Communication Availability of information 2.2 15.9 2.4 16.9
Communication Being listened to 2.2 15.9 1.7 16.9
Staff/Staff Attitude General 2.2 14.2 1.3 14.5
Staff/Staff Attitude Continuity of staff 1.7 14.2 2 14.5
Environment/Facilities Equipment 1.6 10.1 1.8 9
Environment/Facilities General 1.2 10.1 2.3 9
Environment/Facilities Other 1.2 10.1 0.3 9
Food General 1.2 3.0 2.2 2.9
Service Quality/Outcomes General 1.2 3.2 1.9 7
Care/ Treatment Therapies 1.1 27.3 0.5 24.3
Care/ Treatment Treatment Programmes 1.0 27.3 2.1 24.3
Access to Services Follow up 0.9 22.9 0.6 22
Care/ Treatment Medication 0.9 27.3 1.6 24.3
Care/ Treatment Social Environment 0.9 27.3 0.9 24.3
Privacy and Dignity Privacy 0.9 1.2 0.8 1.1
Access to Services Location 0.8 22.9 1.2 22
Access to Services General 0.7 22.9 1.3 22
Communication Staff/Staff 0.7 15.9 0.9 16.9
Communication Too many surveys 0.7 15.9 1.1 16.9
Food Quality/Quantity 0.7 3.0 0.1 2.9
Service Quality/Outcomes Quality of Care/ Service 0.7 3.2 3.1 7
Food Other 0.5 3.0 0.3 2.9
Service Quality/Outcomes Advice/Support 0.5 3.2 1 7
Smoking General 0.5 0.5 0.5 0.5
Staff/Staff Attitude Supportive 0.5 14.2 0.3 14.5
Communication Quality of written information 0.4 15.9 0.4 16.9
Communication Staff/Carer 0.4 15.9 0.5 16.9
Food Choice 0.4 3.0 0.2 2.9
Involvement In own care 0.4 0.9 0.5 1.2
Service Quality/Outcomes Other 0.4 3.2 0.5 7
Staff/Staff Attitude Helpful/Caring/Friendly 0.4 14.2 0.7 14.5
Staff/Staff Attitude Respect 0.4 14.2 0.7 14.5
Access to Services Other 0.3 22.9 0.8 22
Involvement General 0.3 0.9 0.4 1.2
Communication Other 0.2 15.9 0.7 16.9
Environment/Facilities Decoration/Buildings 0.2 10.1 0.3 9
Food Special needs (culture or diet) 0.2 3.0 0.1 2.9
Involvement In medication decisions 0.2 0.9 0.1 1.2
Leave General 0.2 0.4 0.2 0.4
Leave Leave 0.2 0.4 0.1 0.4
Physical Health General 0.2 0.2 0.1 0.1
Service Quality/Outcomes Improvements in mental health 0.2 3.2 0.2 7
Care/ Treatment Other 0.1 27.3 1.4 24.3
Care/ Treatment Transfer 0.1 27.3 0.1 24.3
Environment/Facilities Furniture 0.1 10.1 0.2 9
Privacy and Dignity Dignity 0.1 1.2 0.1 1.1
Privacy and Dignity Gender specific issues 0.1 1.2 0 1.1
Privacy and Dignity General 0.1 1.2 0.2 1.1
Record Keeping Other 0.1 0.1 0 0.2
Service Quality/Outcomes Achievement of goals/Hope 0.1 3.2 0 7
Service Quality/Outcomes SU empowerment 0.1 3.2 0.1 7
Staff/Staff Attitude Doctor 0.1 14.2 0.3 14.5
Staff/Staff Attitude Other 0.1 14.2 0.5 14.5
Staff/Staff Attitude Other member of staff 0.1 14.2 0.3 14.5
Access to Services Discharge 0.0 22.9 0.4 22
Care/ Treatment Diagnosis 0.0 27.3 0.2 24.3
Environment/Facilities Cleanliness/Hygiene 0.0 10.1 0.1 9
Involvement Other 0.0 0.9 0.2 1.2
Leave Leave 0.0 0.4 0.1 0.4
Record Keeping Access to records 0.0 0.1 0.1 0.2
Record Keeping General 0.0 0.1 0.1 0.2
Safety Bullying/Harrassment 0.0 0.0 0.1 0.1
Service Quality/Outcomes Carer Support 0.0 3.2 0.2 7
Staff/Staff Attitude Nurse 0.0 14.2 0.1 14.5

Best thing summary

The table below shows the percentage of responses from the comments received to the question 'What was the best thing about the support you received?' We received 4006 responses to this question this quarter and 21704 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Service Quality/Outcomes General 17.3 33.5 13.8 30.1
Staff/Staff Attitude Helpful/Caring/Friendly 13.8 25.0 16.8 29.1
Care/ Treatment General 9.7 19.1 9.3 18
Service Quality/Outcomes Quality of Care/ Service 6.5 33.5 6.8 30.1
Communication Staff/Service User 5.2 18.7 3 17.6
Communication Availability of information 5.0 18.7 2.6 17.6
Communication Being listened to 5.0 18.7 5.9 17.6
Service Quality/Outcomes Advice/Support 4.4 33.5 4.7 30.1
Staff/Staff Attitude General 4.3 25.0 3.9 29.1
Staff/Staff Attitude Supportive 3.1 25.0 3.4 29.1
Communication General 3.0 18.7 5.5 17.6
Care/ Treatment Approach to Care 2.7 19.1 2.1 18
Service Quality/Outcomes Thank you 2.4 33.5 1.9 30.1
Care/ Treatment Social Environment 2.1 19.1 1.3 18
Care/ Treatment Appointments 1.9 19.1 1.1 18
Care/ Treatment Activities 1.2 19.1 2.2 18
Service Quality/Outcomes SU empowerment 1.2 33.5 1.1 30.1
Staff/Staff Attitude Respect 1.2 25.0 1.4 29.1
Staff/Staff Attitude Nurse 1.1 25.0 0.8 29.1
Care/ Treatment Therapies 0.8 19.1 0.5 18
Service Quality/Outcomes Improvements in mental health 0.8 33.5 0.9 30.1
Food General 0.7 0.8 0.7 0.7
Service Quality/Outcomes Improvement in physical health 0.6 33.5 0.4 30.1
Staff/Staff Attitude Doctor 0.6 25.0 0.4 29.1
Staff/Staff Attitude Time staff spend with service users 0.5 25.0 0.8 29.1
Care/ Treatment Treatment Programmes 0.4 19.1 0.5 18
Environment/Facilities Cleanliness/Hygiene 0.4 1.3 0.2 1.2
Environment/Facilities Equipment 0.4 1.3 0.4 1.2
Involvement General 0.4 0.6 0.2 0.6
Access to Services Availability of services 0.3 0.9 0.6 1.8
Access to Services Waiting time 0.3 0.9 0.7 1.8
Care/ Treatment Medication 0.3 19.1 0.4 18
Access to Services Follow up 0.2 0.9 0.1 1.8
Communication Quality of written information 0.2 18.7 0.2 17.6
Environment/Facilities Facilities 0.2 1.3 0.2 1.2
Involvement In own care 0.2 0.6 0.3 0.6
Staff/Staff Attitude Other member of staff 0.2 25.0 0.7 29.1
Access to Services Discharge 0.1 0.9 0 1.8
Communication Staff/Carer 0.1 18.7 0.2 17.6
Communication Staff/Staff 0.1 18.7 0 17.6
Communication Too many surveys 0.1 18.7 0 17.6
Environment/Facilities General 0.1 1.3 0.4 1.2
Environment/Facilities Other 0.1 1.3 0 1.2
Environment/Facilities Parking/Transport 0.1 1.3 0 1.2
Food Quality/Quantity 0.1 0.8 0 0.7
Leave Other 0.1 0.1 0 0
Privacy and Dignity Dignity 0.1 0.2 0.1 0.2
Privacy and Dignity Privacy 0.1 0.2 0.1 0.2
Safety General 0.1 0.1 0.1 0.1
Service Quality/Outcomes Achievement of goals/Hope 0.1 33.5 0.1 30.1
Service Quality/Outcomes Carer Support 0.1 33.5 0.1 30.1
Service Quality/Outcomes Other 0.1 33.5 0.3 30.1
Staff/Staff Attitude Other 0.1 25.0 0.7 29.1
Staff/Staff Attitude Peer/Volunteer 0.1 25.0 0.1 29.1
Access to Services General 0.0 0.9 0.2 1.8
Access to Services Location 0.0 0.9 0.2 1.8
Care/ Treatment Other 0.0 19.1 0.6 18
Communication Other 0.0 18.7 0.2 17.6
Involvement Other 0.0 0.6 0.1 0.6
Staff/Staff Attitude Continuity of staff 0.0 25.0 0.1 29.1