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The Whole Trust

In the whole Trust we received 424 responses.

The Friends and Family Test Score is calculated using the proportion of patients who would strongly recommend a service minus those who would not recommend, or who are indifferent. This quarter in this area it was 65 . This compares with 43 in the previous year.


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 127 responses to this question this quarter and 28 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Communication Other 12.8 32.0 20.8 37.5
Access to Services Other 10.6 25.5 8.3 16.6
Communication Staff/Carer 8.5 32.0 0 37.5
Access to Services Availability of services 7.4 25.5 0 16.6
Care/ Treatment Other 5.3 13.9 4.2 8.4
Communication Availability of information 5.3 32.0 12.5 37.5
Access to Services Waiting time 4.3 25.5 8.3 16.6
Staff/Staff Attitude Continuity of staff 4.3 16.1 12.5 29.2
Staff/Staff Attitude Staffing levels 4.3 16.1 4.2 29.2
Care/ Treatment Activities 3.2 13.9 0 8.4
Communication Being listened to 3.2 32.0 0 37.5
Access to Services Location 2.1 25.5 0 16.6
Care/ Treatment Approach to Care 2.1 13.9 0 8.4
Environment/Facilities Other 2.1 3.2 0 0
Service Quality/Outcomes General 2.1 4.3 0 8.4
Staff/Staff Attitude Other 2.1 16.1 0 29.2
Staff/Staff Attitude Supportive 2.1 16.1 0 29.2
Access to Services Discharge 1.1 25.5 0 16.6
Care/ Treatment Appointments 1.1 13.9 0 8.4
Care/ Treatment General 1.1 13.9 4.2 8.4
Care/ Treatment Therapies 1.1 13.9 0 8.4
Communication General 1.1 32.0 4.2 37.5
Communication Staff/Staff 1.1 32.0 0 37.5
Environment/Facilities Parking/Transport 1.1 3.2 0 0
Food Other 1.1 1.1 0 0
Involvement In issues being resolved 1.1 2.2 0 0
Involvement Other 1.1 2.2 0 0
MHA General 1.1 1.1 0 0
Service Quality/Outcomes Advice/Support 1.1 4.3 4.2 8.4
Service Quality/Outcomes Carer Support 1.1 4.3 0 8.4
Smoking General 1.1 1.1 0 0
Staff/Staff Attitude Doctor 1.1 16.1 0 29.2
Staff/Staff Attitude Respect 1.1 16.1 0 29.2
Staff/Staff Attitude Time staff spend with service users 1.1 16.1 12.5 29.2
Service Quality/Outcomes Other 0.0 4.3 4.2 8.4

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 299 responses to this question this quarter and 71 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Staff/Staff Attitude Helpful/Caring/Friendly 17.1 40.0 14.1 33.7
Care/ Treatment General 7.0 14.6 12.7 19.7
Communication Being listened to 6.4 13.0 4.2 18.3
Staff/Staff Attitude General 6.0 40.0 7 33.7
Service Quality/Outcomes Advice/Support 5.7 24.7 8.5 15.5
Staff/Staff Attitude Supportive 5.4 40.0 2.8 33.7
Service Quality/Outcomes General 4.7 24.7 1.4 15.5
Service Quality/Outcomes Quality of Care/ Service 4.3 24.7 0 15.5
Service Quality/Outcomes Thank you 4.3 24.7 0 15.5
Care/ Treatment Other 4.0 14.6 7 19.7
Communication Staff/Carer 3.7 13.0 2.8 18.3
Staff/Staff Attitude Other 3.7 40.0 7 33.7
Service Quality/Outcomes Carer Support 3.0 24.7 2.8 15.5
Staff/Staff Attitude Other member of staff 2.7 40.0 0 33.7
Care/ Treatment Social Environment 2.3 14.6 0 19.7
Access to Services Availability of services 2.0 5.3 0 8.5
Staff/Staff Attitude Nurse 2.0 40.0 0 33.7
Access to Services Other 1.7 5.3 8.5 8.5
Staff/Staff Attitude Respect 1.7 40.0 2.8 33.7
Access to Services General 1.0 5.3 0 8.5
Care/ Treatment Approach to Care 1.0 14.6 0 19.7
Communication Other 1.0 13.0 11.3 18.3
Service Quality/Outcomes SU empowerment 1.0 24.7 1.4 15.5
Communication General 0.7 13.0 0 18.3
Environment/Facilities Other 0.7 1.0 0 4.2
Service Quality/Outcomes Improvements in mental health 0.7 24.7 0 15.5
Service Quality/Outcomes Other 0.7 24.7 0 15.5
Staff/Staff Attitude Peer/Volunteer 0.7 40.0 0 33.7
Staff/Staff Attitude Time staff spend with service users 0.7 40.0 0 33.7
Access to Services Follow up 0.3 5.3 0 8.5
Access to Services Waiting time 0.3 5.3 0 8.5
Care/ Treatment Appointments 0.3 14.6 0 19.7
Communication Availability of information 0.3 13.0 0 18.3
Communication Quality of written information 0.3 13.0 0 18.3
Communication Staff/Service User 0.3 13.0 0 18.3
Communication Trust Showcase 0.3 13.0 0 18.3
Environment/Facilities Parking/Transport 0.3 1.0 0 4.2
Food General 0.3 0.3 0 0
Involvement General 0.3 0.6 0 0
Involvement In services/service design 0.3 0.6 0 0
Privacy and Dignity Carer Involvement 0.3 0.3 0 0
Service Quality/Outcomes Improvement in physical health 0.3 24.7 0 15.5
Environment/Facilities Equipment 0.0 1.0 4.2 4.2
Service Quality/Outcomes Achievement of goals/Hope 0.0 24.7 1.4 15.5