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The Whole Trust

In the whole Trust we received 979 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 719 responses to this question this quarter and 355 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Communication General 11 30.5 10.4 24.8
Access to Services Availability of services 9.5 14.5 8.3 16.6
Communication Staff/Carer 9 30.5 5.2 24.8
Staff/Staff Attitude Time staff spend with service users 7 18 2.1 16.6
Care/ Treatment General 6.5 18 5.2 19.7
Care/ Treatment Appointments 5.5 18 4.2 19.7
Staff/Staff Attitude Staffing levels 5.5 18 2.1 16.6
Care/ Treatment Approach to Care 5 18 3.1 19.7
Service Quality/Outcomes Quality of Care/ Service 4 10.5 2.1 6.3
Communication Too many surveys 3.5 30.5 3.1 24.8
Service Quality/Outcomes Carer Support 3.5 10.5 2.1 6.3
Access to Services Waiting time 3 14.5 4.2 16.6
Communication Availability of information 3 30.5 1 24.8
Service Quality/Outcomes General 3 10.5 2.1 6.3
Communication Staff/Service User 2 30.5 3.1 24.8
Staff/Staff Attitude General 1.5 18 0 16.6
Staff/Staff Attitude Supportive 1.5 18 0 16.6
Communication Other 1 30.5 0 24.8
Communication Staff/Staff 1 30.5 1 24.8
Environment/Facilities Cleanliness/Hygiene 1 4.5 0 11.5
Environment/Facilities Equipment 1 4.5 2.1 11.5
Environment/Facilities Other 1 4.5 0 11.5
Environment/Facilities Parking/Transport 1 4.5 2.1 11.5
Food General 1 2 1 1
Staff/Staff Attitude Other 1 18 2.1 16.6
Access to Services Follow up 0.5 14.5 0 16.6
Access to Services General 0.5 14.5 3.1 16.6
Access to Services Location 0.5 14.5 1 16.6
Access to Services Other 0.5 14.5 0 16.6
Care/ Treatment Social Environment 0.5 18 1 19.7
Care/ Treatment Therapies 0.5 18 0 19.7
Environment/Facilities Facilities 0.5 4.5 2.1 11.5
Food Choice 0.5 2 0 1
Food Other 0.5 2 0 1
Involvement General 0.5 1 0 1
Involvement In services/service design 0.5 1 0 1
Privacy and Dignity Carer Involvement 0.5 0.5 1 1
Safety Environment 0.5 0.5 0 0
Staff/Staff Attitude Continuity of staff 0.5 18 4.2 16.6
Staff/Staff Attitude Helpful/Caring/Friendly 0.5 18 1 16.6
Staff/Staff Attitude Nurse 0.5 18 3.1 16.6
Care/ Treatment Medication 0 18 1 19.7
Care/ Treatment Other 0 18 2.1 19.7
Care/ Treatment Transfer 0 18 2.1 19.7
Care/ Treatment Treatment Programmes 0 18 1 19.7
Communication Being listened to 0 30.5 1 24.8
Environment/Facilities Decoration/Buildings 0 4.5 1 11.5
Environment/Facilities General 0 4.5 4.2 11.5
Equality/Diversity General 0 0 1 1
Involvement Other 0 1 1 1
Staff/Staff Attitude Doctor 0 18 1 16.6
Staff/Staff Attitude Respect 0 18 1 16.6

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 1114 responses to this question this quarter and 502 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Care/ Treatment General 13.7 21.6 12.9 17.1
Staff/Staff Attitude Helpful/Caring/Friendly 10.5 23.3 15 31.1
Service Quality/Outcomes General 10.1 27.7 11.2 27.2
Service Quality/Outcomes Advice/Support 6.8 27.7 6.9 27.2
Communication Being listened to 6.6 23.2 7.5 21.2
Communication Availability of information 6.3 23.2 1.2 21.2
Service Quality/Outcomes Quality of Care/ Service 5.5 27.7 2.9 27.2
Communication General 5 23.2 7.3 21.2
Care/ Treatment Approach to Care 4.3 21.6 1.5 17.1
Communication Staff/Service User 4.3 23.2 2.5 21.2
Staff/Staff Attitude General 4.1 23.3 5.8 31.1
Staff/Staff Attitude Supportive 3.9 23.3 4 31.1
Service Quality/Outcomes Thank you 3.7 27.7 3.1 27.2
Staff/Staff Attitude Respect 2 23.3 1.2 31.1
Staff/Staff Attitude Nurse 1.9 23.3 2.9 31.1
Care/ Treatment Social Environment 1.1 21.6 0.8 17.1
Care/ Treatment Activities 0.9 21.6 0 17.1
Care/ Treatment Appointments 0.8 21.6 1.5 17.1
Communication Staff/Carer 0.7 23.2 1.9 21.2
Environment/Facilities Equipment 0.7 1.7 0.6 1.2
Environment/Facilities Cleanliness/Hygiene 0.6 1.7 0.4 1.2
Involvement General 0.6 0.8 0 0.4
Service Quality/Outcomes Carer Support 0.6 27.7 0.6 27.2
Service Quality/Outcomes Improvement in physical health 0.6 27.7 1.5 27.2
Staff/Staff Attitude Time staff spend with service users 0.5 23.3 1.2 31.1
Access to Services Follow up 0.4 1 0 1
Access to Services Waiting time 0.3 1 0.2 1
Care/ Treatment Treatment Programmes 0.3 21.6 0 17.1
Food General 0.3 0.3 0.2 0.2
Service Quality/Outcomes Improvements in mental health 0.3 27.7 0.2 27.2
Access to Services Discharge 0.2 1 0 1
Care/ Treatment Diagnosis 0.2 21.6 0 17.1
Care/ Treatment Therapies 0.2 21.6 0.2 17.1
Communication Quality of written information 0.2 23.2 0 21.2
Environment/Facilities Facilities 0.2 1.7 0 1.2
Environment/Facilities General 0.2 1.7 0.2 1.2
Privacy and Dignity Dignity 0.2 0.4 0.2 0.2
Access to Services Availability of services 0.1 1 0.6 1
Care/ Treatment Medication 0.1 21.6 0.2 17.1
Communication Other 0.1 23.2 0.8 21.2
Involvement In issues being resolved 0.1 0.8 0.2 0.4
Involvement Other 0.1 0.8 0 0.4
Privacy and Dignity Carer Involvement 0.1 0.4 0 0.2
Privacy and Dignity General 0.1 0.4 0 0.2
Safety Safeguarding 0.1 0.1 0 0.2
Service Quality/Outcomes Other 0.1 27.7 0 27.2
Staff/Staff Attitude Continuity of staff 0.1 23.3 0 31.1
Staff/Staff Attitude Doctor 0.1 23.3 0.2 31.1
Staff/Staff Attitude Other 0.1 23.3 0.4 31.1
Staff/Staff Attitude Staffing levels 0.1 23.3 0 31.1
Access to Services General 0 1 0.2 1
Involvement In own care 0 0.8 0.2 0.4
Safety General 0 0.1 0.2 0.2
Service Quality/Outcomes SU empowerment 0 27.7 0.8 27.2
Staff/Staff Attitude Other member of staff 0 23.3 0.4 31.1