Positive about change

Back to main site


The Whole Trust

In the whole Trust we received 1565 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 96 . 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 1074 responses to this question this quarter and 365 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Communication General 10.8 28.8 7.9 33.4
Access to Services Availability of services 9.1 15.2 7.9 16.7
Communication Staff/Carer 7.8 28.8 5.6 33.4
Care/ Treatment General 6.1 18.6 2.4 15.9
Staff/Staff Attitude Time staff spend with service users 5.4 17.6 4.8 21.5
Care/ Treatment Appointments 5.1 18.6 7.9 15.9
Care/ Treatment Approach to Care 4.4 18.6 3.2 15.9
Staff/Staff Attitude Staffing levels 4.4 17.6 9.5 21.5
Access to Services Waiting time 3.4 15.2 5.6 16.7
Communication Too many surveys 3.4 28.8 3.2 33.4
Service Quality/Outcomes Quality of Care/ Service 3.4 9.1 0 2.4
Service Quality/Outcomes Carer Support 3 9.1 0.8 2.4
Service Quality/Outcomes General 2.7 9.1 0.8 2.4
Communication Availability of information 2.4 28.8 4 33.4
Communication Staff/Service User 2.4 28.8 5.6 33.4
Staff/Staff Attitude Continuity of staff 1.7 17.6 4 21.5
Access to Services General 1.4 15.2 0.8 16.7
Environment/Facilities Equipment 1.4 6.9 0 8
Environment/Facilities General 1.4 6.9 0.8 8
Environment/Facilities Parking/Transport 1.4 6.9 2.4 8
Staff/Staff Attitude Nurse 1.4 17.6 0 21.5
Staff/Staff Attitude Other 1.4 17.6 1.6 21.5
Communication Staff/Staff 1 28.8 6.3 33.4
Environment/Facilities Facilities 1 6.9 1.6 8
Food General 1 1.6 1.6 1.6
Staff/Staff Attitude General 1 17.6 0.8 21.5
Staff/Staff Attitude Supportive 1 17.6 0 21.5
Access to Services Location 0.7 15.2 0.8 16.7
Care/ Treatment Other 0.7 18.6 0 15.9
Care/ Treatment Social Environment 0.7 18.6 0.8 15.9
Care/ Treatment Transfer 0.7 18.6 0 15.9
Communication Other 0.7 28.8 0.8 33.4
Environment/Facilities Cleanliness/Hygiene 0.7 6.9 0 8
Environment/Facilities Other 0.7 6.9 1.6 8
Privacy and Dignity Carer Involvement 0.7 0.7 0 0
Staff/Staff Attitude Helpful/Caring/Friendly 0.7 17.6 0.8 21.5
Access to Services Follow up 0.3 15.2 0 16.7
Access to Services Other 0.3 15.2 1.6 16.7
Care/ Treatment Medication 0.3 18.6 0 15.9
Care/ Treatment Therapies 0.3 18.6 0 15.9
Care/ Treatment Treatment Programmes 0.3 18.6 0 15.9
Communication Being listened to 0.3 28.8 0 33.4
Environment/Facilities Decoration/Buildings 0.3 6.9 1.6 8
Equality/Diversity General 0.3 0.3 0 0
Food Choice 0.3 1.6 0 1.6
Food Other 0.3 1.6 0 1.6
Involvement General 0.3 0.9 0 0.8
Involvement In services/service design 0.3 0.9 0 0.8
Involvement Other 0.3 0.9 0 0.8
Safety Environment 0.3 0.3 0 0
Staff/Staff Attitude Doctor 0.3 17.6 0 21.5
Staff/Staff Attitude Respect 0.3 17.6 0 21.5
Care/ Treatment Activities 0 18.6 1.6 15.9
Involvement In own care 0 0.9 0.8 0.8
Service Quality/Outcomes Advice/Support 0 9.1 0.8 2.4

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 1616 responses to this question this quarter and 596 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Care/ Treatment General 13.5 20.1 11.3 17.4
Staff/Staff Attitude Helpful/Caring/Friendly 11.9 25.7 21.9 35.4
Service Quality/Outcomes General 10.5 27.7 8.9 24.3
Communication Being listened to 6.9 22.5 5.7 18
Service Quality/Outcomes Advice/Support 6.8 27.7 5.9 24.3
Communication General 5.7 22.5 3.8 18
Communication Availability of information 4.7 22.5 2.3 18
Service Quality/Outcomes Quality of Care/ Service 4.7 27.7 3 24.3
Staff/Staff Attitude General 4.6 25.7 5.6 35.4
Staff/Staff Attitude Supportive 3.9 25.7 4.5 35.4
Communication Staff/Service User 3.7 22.5 3.3 18
Service Quality/Outcomes Thank you 3.5 27.7 2.4 24.3
Care/ Treatment Approach to Care 3.4 20.1 2.4 17.4
Staff/Staff Attitude Nurse 2.2 25.7 0.3 35.4
Staff/Staff Attitude Respect 1.8 25.7 1.2 35.4
Communication Staff/Carer 1.1 22.5 2.4 18
Care/ Treatment Appointments 1 20.1 0.7 17.4
Care/ Treatment Social Environment 1 20.1 0.9 17.4
Service Quality/Outcomes Improvement in physical health 0.9 27.7 0.5 24.3
Environment/Facilities Equipment 0.7 1.6 0.7 1.7
Staff/Staff Attitude Time staff spend with service users 0.7 25.7 0.5 35.4
Care/ Treatment Activities 0.6 20.1 0.9 17.4
Environment/Facilities Cleanliness/Hygiene 0.6 1.6 0.3 1.7
Service Quality/Outcomes Carer Support 0.6 27.7 2.1 24.3
Involvement General 0.4 0.7 1.2 1.2
Access to Services Availability of services 0.3 1.1 0.2 1.5
Access to Services Follow up 0.3 1.1 0 1.5
Access to Services Waiting time 0.3 1.1 0.7 1.5
Communication Other 0.3 22.5 0.2 18
Food General 0.3 0.3 0 0
Service Quality/Outcomes Improvements in mental health 0.3 27.7 0.3 24.3
Service Quality/Outcomes SU empowerment 0.3 27.7 0.7 24.3
Care/ Treatment Therapies 0.2 20.1 0.5 17.4
Care/ Treatment Treatment Programmes 0.2 20.1 0 17.4
Environment/Facilities General 0.2 1.6 0.5 1.7
Privacy and Dignity Dignity 0.2 0.4 0.3 0.3
Staff/Staff Attitude Other 0.2 25.7 0.5 35.4
Access to Services Discharge 0.1 1.1 0 1.5
Access to Services General 0.1 1.1 0 1.5
Care/ Treatment Diagnosis 0.1 20.1 0.2 17.4
Care/ Treatment Medication 0.1 20.1 0 17.4
Communication Quality of written information 0.1 22.5 0.3 18
Environment/Facilities Facilities 0.1 1.6 0.2 1.7
Involvement In issues being resolved 0.1 0.7 0 1.2
Involvement In own care 0.1 0.7 0 1.2
Involvement Other 0.1 0.7 0 1.2
Privacy and Dignity Carer Involvement 0.1 0.4 0 0.3
Privacy and Dignity General 0.1 0.4 0 0.3
Safety General 0.1 0.2 0 0
Safety Safeguarding 0.1 0.2 0 0
Service Quality/Outcomes Other 0.1 27.7 0 24.3
Staff/Staff Attitude Continuity of staff 0.1 25.7 0.2 35.4
Staff/Staff Attitude Doctor 0.1 25.7 0.2 35.4
Staff/Staff Attitude Other member of staff 0.1 25.7 0.5 35.4
Staff/Staff Attitude Staffing levels 0.1 25.7 0 35.4
Access to Services Location 0 1.1 0.3 1.5
Access to Services Other 0 1.1 0.3 1.5
Care/ Treatment Other 0 20.1 0.5 17.4
Service Quality/Outcomes Achievement of goals/Hope 0 27.7 0.5 24.3