Positive about change

Back to main site


The Whole Trust

Between 2017-10-01 and 2017-12-31 we received 4415 responses. Of these 378 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 95 %. 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 2361 responses to this question this quarter and 14325 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Care/ Treatment Approach to Care 12.5 27.5 7.2 26.8
Access to Services Availability of services 11.9 20.5 14.5 23.2
Communication General 7.9 17.1 5.1 15
Care/ Treatment Appointments 6.3 27.5 5.2 26.8
Staff/Staff Attitude Staffing levels 5.9 14.9 4.6 14.5
Care/ Treatment General 5.3 27.5 4.6 26.8
Access to Services Waiting time 4.8 20.5 5.5 23.2
Staff/Staff Attitude Time staff spend with service users 4.8 14.9 3.7 14.5
Environment/Facilities Facilities 4.0 10.5 2 8.3
Environment/Facilities Other 2.5 10.5 0.6 8.3
Service Quality/Outcomes General 2.5 5.3 1.6 6.2
Communication Availability of information 2.0 17.1 2.3 15
Communication Too many surveys 1.9 17.1 0.4 15
Communication Quality of written information 1.7 17.1 0.3 15
Environment/Facilities Parking/Transport 1.7 10.5 2 8.3
Staff/Staff Attitude General 1.7 14.9 1.6 14.5
Care/ Treatment Activities 1.4 27.5 3.7 26.8
Service Quality/Outcomes Advice/Support 1.4 5.3 0.9 6.2
Access to Services Follow up 1.3 20.5 0.5 23.2
Communication Staff/Service User 1.3 17.1 3.4 15
Environment/Facilities Equipment 1.3 10.5 1.4 8.3
Access to Services Location 1.2 20.5 1 23.2
Food General 1.2 1.9 1.3 2.4
Service Quality/Outcomes Quality of Care/ Service 1.2 5.3 2.8 6.2
Staff/Staff Attitude Continuity of staff 1.2 14.9 1.9 14.5
Communication Being listened to 0.9 17.1 1.8 15
Involvement General 0.9 1.0 0.6 1.2
Environment/Facilities General 0.8 10.5 2 8.3
Access to Services Discharge 0.7 20.5 0.5 23.2
Care/ Treatment Medication 0.7 27.5 1.6 26.8
Care/ Treatment Social Environment 0.7 27.5 0.6 26.8
Communication Other 0.7 17.1 0.7 15
Communication Staff/Staff 0.6 17.1 0.6 15
Leave General 0.6 0.6 0.2 0.3
Staff/Staff Attitude Other 0.6 14.9 0.3 14.5
Access to Services Other 0.4 20.5 0.8 23.2
Food Choice 0.4 1.9 0.3 2.4
Staff/Staff Attitude Doctor 0.4 14.9 0.4 14.5
Access to Services General 0.2 20.5 0.4 23.2
Care/ Treatment Diagnosis 0.2 27.5 0.1 26.8
Care/ Treatment Other 0.2 27.5 0.9 26.8
Care/ Treatment Therapies 0.2 27.5 0.8 26.8
Food Quality/Quantity 0.2 1.9 0.2 2.4
Staff/Staff Attitude Other member of staff 0.2 14.9 0.2 14.5
Communication Staff/Carer 0.1 17.1 0.4 15
Environment/Facilities Cleanliness/Hygiene 0.1 10.5 0.1 8.3
Environment/Facilities Decoration/Buildings 0.1 10.5 0.1 8.3
Food Special needs (culture or diet) 0.1 1.9 0.1 2.4
Involvement In medication decisions 0.1 1.0 0.1 1.2
Privacy and Dignity Gender specific issues 0.1 0.1 0.1 0.9
Safety General 0.1 0.2 0 0.1
Safety Safeguarding 0.1 0.2 0 0.1
Service Quality/Outcomes Improvement in physical health 0.1 5.3 0 6.2
Service Quality/Outcomes Other 0.1 5.3 0.4 6.2
Smoking General 0.1 0.1 0.4 0.4
Staff/Staff Attitude Supportive 0.1 14.9 0.3 14.5
Care/ Treatment Transfer 0.0 27.5 0.1 26.8
Care/ Treatment Treatment Programmes 0.0 27.5 2 26.8
Environment/Facilities Furniture 0.0 10.5 0.1 8.3
Food Other 0.0 1.9 0.5 2.4
Involvement In own care 0.0 1.0 0.4 1.2
Involvement Other 0.0 1.0 0.1 1.2
Leave Leave 0.0 0.6 0.1 0.3
Physical Health Dentistry 0.0 0.0 0.1 0.3
Physical Health General 0.0 0.0 0.2 0.3
Privacy and Dignity Dignity 0.0 0.1 0.1 0.9
Privacy and Dignity General 0.0 0.1 0.1 0.9
Privacy and Dignity Privacy 0.0 0.1 0.6 0.9
Record Keeping General 0.0 0.0 0.1 0.1
Safety Bullying/Harrassment 0.0 0.2 0.1 0.1
Service Quality/Outcomes Carer Support 0.0 5.3 0.2 6.2
Service Quality/Outcomes Improvements in mental health 0.0 5.3 0.2 6.2
Service Quality/Outcomes SU empowerment 0.0 5.3 0.1 6.2
Staff/Staff Attitude Helpful/Caring/Friendly 0.0 14.9 0.7 14.5
Staff/Staff Attitude Nurse 0.0 14.9 0.1 14.5
Staff/Staff Attitude Respect 0.0 14.9 0.7 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 3726 responses to this question this quarter and 19298 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Service Quality/Outcomes General 15.7 31.5 16.1 31.7
Care/ Treatment General 12.3 24.0 9.5 18.8
Staff/Staff Attitude Helpful/Caring/Friendly 12.2 22.6 13.9 27
Service Quality/Outcomes Quality of Care/ Service 6.4 31.5 7.1 31.7
Communication Being listened to 5.6 18.0 5.7 17.7
Care/ Treatment Approach to Care 5.1 24.0 2.3 18.8
Communication Availability of information 4.6 18.0 3.9 17.7
Staff/Staff Attitude General 4.5 22.6 4.9 27
Communication General 4.4 18.0 3.9 17.7
Service Quality/Outcomes Advice/Support 3.9 31.5 3.7 31.7
Communication Staff/Service User 3.2 18.0 3.8 17.7
Staff/Staff Attitude Supportive 2.8 22.6 3.2 27
Service Quality/Outcomes Thank you 2.7 31.5 2.3 31.7
Care/ Treatment Social Environment 2.2 24.0 1.4 18.8
Care/ Treatment Activities 2.0 24.0 2.1 18.8
Care/ Treatment Appointments 1.3 24.0 1.4 18.8
Service Quality/Outcomes SU empowerment 1.2 31.5 0.9 31.7
Food General 0.8 0.8 0.7 0.7
Service Quality/Outcomes Improvements in mental health 0.8 31.5 1 31.7
Staff/Staff Attitude Respect 0.8 22.6 1.3 27
Service Quality/Outcomes Improvement in physical health 0.7 31.5 0.3 31.7
Staff/Staff Attitude Nurse 0.7 22.6 1.3 27
Staff/Staff Attitude Time staff spend with service users 0.7 22.6 0.8 27
Staff/Staff Attitude Other member of staff 0.6 22.6 0.5 27
Care/ Treatment Medication 0.5 24.0 0.5 18.8
Environment/Facilities Equipment 0.5 1.5 0.4 1.2
Access to Services Waiting time 0.4 0.8 0.6 1.5
Care/ Treatment Therapies 0.3 24.0 0.7 18.8
Care/ Treatment Treatment Programmes 0.3 24.0 0.5 18.8
Environment/Facilities General 0.3 1.5 0.3 1.2
Involvement General 0.3 0.4 0.4 0.7
Access to Services Availability of services 0.2 0.8 0.5 1.5
Access to Services Follow up 0.2 0.8 0.2 1.5
Environment/Facilities Cleanliness/Hygiene 0.2 1.5 0.3 1.2
Environment/Facilities Facilities 0.2 1.5 0.2 1.2
Staff/Staff Attitude Doctor 0.2 22.6 0.6 27
Communication Other 0.1 18.0 0.1 17.7
Communication Quality of written information 0.1 18.0 0.2 17.7
Environment/Facilities Decoration/Buildings 0.1 1.5 0 1.2
Environment/Facilities Other 0.1 1.5 0 1.2
Environment/Facilities Parking/Transport 0.1 1.5 0 1.2
Involvement In own care 0.1 0.4 0.3 0.7
Privacy and Dignity Privacy 0.1 0.1 0.1 0.2
Safety General 0.1 0.1 0.1 0.1
Service Quality/Outcomes Carer Support 0.1 31.5 0.1 31.7
Staff/Staff Attitude Continuity of staff 0.1 22.6 0.1 27
Access to Services General 0.0 0.8 0.1 1.5
Access to Services Location 0.0 0.8 0.1 1.5
Care/ Treatment Other 0.0 24.0 0.4 18.8
Communication Staff/Carer 0.0 18.0 0.1 17.7
Privacy and Dignity Dignity 0.0 0.1 0.1 0.2
Service Quality/Outcomes Achievement of goals/Hope 0.0 31.5 0.1 31.7
Service Quality/Outcomes Other 0.0 31.5 0.1 31.7
Staff/Staff Attitude Other 0.0 22.6 0.3 27
Staff/Staff Attitude Peer/Volunteer 0.0 22.6 0.1 27