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Local Services

In Local services we received 284 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 92 . This compares with 97 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 205 responses to this question this quarter and 84 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 12.3 20.9 10.2 22.1
Communication Staff/Carer 10.9 21.1 10.2 34
Care/ Treatment Approach to Care 8 20.2 6.8 13.6
Service Quality/Outcomes Quality of Care/ Service 7.2 15.9 0 3.4
Access to Services Waiting time 5.8 20.9 8.5 22.1
Care/ Treatment General 5.8 20.2 0 13.6
Communication General 5.1 21.1 5.1 34
Service Quality/Outcomes Carer Support 5.1 15.9 1.7 3.4
Service Quality/Outcomes General 3.6 15.9 0 3.4
Staff/Staff Attitude Staffing levels 3.6 9.2 10.2 17
Care/ Treatment Appointments 2.2 20.2 3.4 13.6
Communication Availability of information 2.2 21.1 5.1 34
Communication Staff/Service User 2.2 21.1 5.1 34
Access to Services General 1.4 20.9 0 22.1
Care/ Treatment Social Environment 1.4 20.2 0 13.6
Care/ Treatment Transfer 1.4 20.2 0 13.6
Environment/Facilities Cleanliness/Hygiene 1.4 5.6 0 8.5
Environment/Facilities Facilities 1.4 5.6 1.7 8.5
Food General 1.4 2.1 0 0
Privacy and Dignity Carer Involvement 1.4 1.4 0 0
Staff/Staff Attitude General 1.4 9.2 0 17
Access to Services Location 0.7 20.9 0 22.1
Access to Services Other 0.7 20.9 3.4 22.1
Care/ Treatment Other 0.7 20.2 0 13.6
Care/ Treatment Therapies 0.7 20.2 0 13.6
Communication Being listened to 0.7 21.1 0 34
Environment/Facilities Decoration/Buildings 0.7 5.6 0 8.5
Environment/Facilities Equipment 0.7 5.6 0 8.5
Environment/Facilities Other 0.7 5.6 1.7 8.5
Environment/Facilities Parking/Transport 0.7 5.6 5.1 8.5
Food Choice 0.7 2.1 0 0
Involvement General 0.7 2.1 0 1.7
Involvement In services/service design 0.7 2.1 0 1.7
Involvement Other 0.7 2.1 0 1.7
Safety Environment 0.7 0.7 0 0
Staff/Staff Attitude Continuity of staff 0.7 9.2 1.7 17
Staff/Staff Attitude Doctor 0.7 9.2 0 17
Staff/Staff Attitude Helpful/Caring/Friendly 0.7 9.2 0 17
Staff/Staff Attitude Other 0.7 9.2 3.4 17
Staff/Staff Attitude Respect 0.7 9.2 0 17
Staff/Staff Attitude Time staff spend with service users 0.7 9.2 1.7 17
Care/ Treatment Activities 0 20.2 3.4 13.6
Communication Other 0 21.1 1.7 34
Communication Staff/Staff 0 21.1 6.8 34
Involvement In own care 0 2.1 1.7 1.7
Service Quality/Outcomes Advice/Support 0 15.9 1.7 3.4

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 405 responses to this question this quarter and 198 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Service Quality/Outcomes Quality of Care/ Service 17.2 31.7 7.6 28.7
Staff/Staff Attitude Helpful/Caring/Friendly 12.9 23.6 18.2 33.3
Care/ Treatment General 9.5 23.6 0.5 14.6
Communication Being listened to 8.7 16.6 7.1 18.1
Care/ Treatment Approach to Care 8 23.6 6.1 14.6
Service Quality/Outcomes Advice/Support 6.2 31.7 3.5 28.7
Staff/Staff Attitude General 4 23.6 5.1 33.3
Service Quality/Outcomes Thank you 3.7 31.7 3.5 28.7
Communication General 3.2 16.6 0.5 18.1
Care/ Treatment Social Environment 3 23.6 2.5 14.6
Communication Staff/Carer 3 16.6 4 18.1
Staff/Staff Attitude Supportive 2.5 23.6 4.5 33.3
Service Quality/Outcomes Carer Support 2.2 31.7 5.1 28.7
Service Quality/Outcomes General 1.5 31.7 4.5 28.7
Staff/Staff Attitude Respect 1.5 23.6 1.5 33.3
Care/ Treatment Appointments 1.2 23.6 1.5 14.6
Access to Services Availability of services 1 1.5 0.5 2.5
Care/ Treatment Activities 1 23.6 2.5 14.6
Communication Other 1 16.6 0 18.1
Access to Services Waiting time 0.5 1.5 1.5 2.5
Care/ Treatment Medication 0.5 23.6 0 14.6
Communication Staff/Service User 0.5 16.6 4.5 18.1
Environment/Facilities Cleanliness/Hygiene 0.5 1 0 0
Environment/Facilities Facilities 0.5 1 0 0
Involvement General 0.5 0.7 2.5 2.5
Service Quality/Outcomes Improvements in mental health 0.5 31.7 1 28.7
Staff/Staff Attitude Doctor 0.5 23.6 0.5 33.3
Staff/Staff Attitude Nurse 0.5 23.6 0 33.3
Staff/Staff Attitude Other 0.5 23.6 0 33.3
Staff/Staff Attitude Other member of staff 0.5 23.6 1.5 33.3
Staff/Staff Attitude Time staff spend with service users 0.5 23.6 1.5 33.3
Care/ Treatment Diagnosis 0.2 23.6 0.5 14.6
Care/ Treatment Therapies 0.2 23.6 1 14.6
Communication Availability of information 0.2 16.6 1.5 18.1
Food General 0.2 0.2 0 0
Involvement In issues being resolved 0.2 0.7 0 2.5
Privacy and Dignity Carer Involvement 0.2 0.2 0 0
Safety General 0.2 0.4 0 0
Safety Safeguarding 0.2 0.4 0 0
Service Quality/Outcomes Improvement in physical health 0.2 31.7 1.5 28.7
Service Quality/Outcomes Other 0.2 31.7 0 28.7
Staff/Staff Attitude Continuity of staff 0.2 23.6 0.5 33.3
Access to Services Location 0 1.5 0.5 2.5
Communication Quality of written information 0 16.6 0.5 18.1
Service Quality/Outcomes Achievement of goals/Hope 0 31.7 1.5 28.7
Service Quality/Outcomes SU empowerment 0 31.7 0.5 28.7