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The Whole Trust

In the whole Trust we received 347 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 94 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 206 responses to this question this quarter and 173 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Care/ Treatment Appointments 8.8 14.7 2.3 14.7
Communication General 7.4 29.4 1.5 27.7
Staff/Staff Attitude Staffing levels 7.4 23.6 6.2 15.5
Access to Services Availability of services 5.9 14.7 6.9 26.9
Communication Staff/Service User 5.9 29.4 0.8 27.7
Communication Too many surveys 5.9 29.4 0 27.7
Staff/Staff Attitude Time staff spend with service users 5.9 23.6 0.8 15.5
Environment/Facilities Parking/Transport 4.4 10.3 0.8 3.1
Staff/Staff Attitude Continuity of staff 4.4 23.6 3.1 15.5
Access to Services Other 2.9 14.7 12.3 26.9
Access to Services Waiting time 2.9 14.7 4.6 26.9
Care/ Treatment Approach to Care 2.9 14.7 1.5 14.7
Communication Availability of information 2.9 29.4 4.6 27.7
Communication Staff/Carer 2.9 29.4 6.9 27.7
Communication Staff/Staff 2.9 29.4 0.8 27.7
Environment/Facilities Decoration/Buildings 2.9 10.3 0 3.1
Food General 2.9 2.9 0 1.6
Staff/Staff Attitude Other 2.9 23.6 2.3 15.5
Access to Services General 1.5 14.7 0 26.9
Access to Services Location 1.5 14.7 2.3 26.9
Care/ Treatment Activities 1.5 14.7 3.1 14.7
Care/ Treatment Social Environment 1.5 14.7 0.8 14.7
Communication Other 1.5 29.4 10 27.7
Environment/Facilities Facilities 1.5 10.3 0.8 3.1
Environment/Facilities Other 1.5 10.3 1.5 3.1
Involvement In own care 1.5 1.5 0 1.6
Service Quality/Outcomes Advice/Support 1.5 3 3.8 6.9
Service Quality/Outcomes Carer Support 1.5 3 1.5 6.9
Staff/Staff Attitude General 1.5 23.6 0 15.5
Staff/Staff Attitude Helpful/Caring/Friendly 1.5 23.6 0 15.5
Access to Services Discharge 0 14.7 0.8 26.9
Care/ Treatment General 0 14.7 0.8 14.7
Care/ Treatment Medication 0 14.7 0.8 14.7
Care/ Treatment Other 0 14.7 3.8 14.7
Care/ Treatment Therapies 0 14.7 0.8 14.7
Care/ Treatment Treatment Programmes 0 14.7 0.8 14.7
Communication Being listened to 0 29.4 2.3 27.7
Communication Quality of written information 0 29.4 0.8 27.7
Food Other 0 2.9 0.8 1.6
Food Special needs (culture or diet) 0 2.9 0.8 1.6
Involvement In issues being resolved 0 1.5 0.8 1.6
Involvement Other 0 1.5 0.8 1.6
MHA General 0 0 0.8 0.8
Privacy and Dignity Other 0 0 0.8 0.8
Service Quality/Outcomes General 0 3 0.8 6.9
Service Quality/Outcomes Quality of Care/ Service 0 3 0.8 6.9
Smoking General 0 0 0.8 0.8
Staff/Staff Attitude Doctor 0 23.6 0.8 15.5
Staff/Staff Attitude Respect 0 23.6 0.8 15.5
Staff/Staff Attitude Supportive 0 23.6 1.5 15.5

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 342 responses to this question this quarter and 362 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 20 34.9 17.7 38.2
Service Quality/Outcomes General 10.3 25.3 4.7 23.6
Care/ Treatment General 9.4 15.7 5.8 16.5
Communication Being listened to 7.3 19.6 6.6 14.4
Staff/Staff Attitude Supportive 5.8 34.9 3.9 38.2
Staff/Staff Attitude General 5.5 34.9 6.4 38.2
Communication Staff/Service User 4.8 19.6 0.3 14.4
Service Quality/Outcomes Advice/Support 4.2 25.3 5.3 23.6
Service Quality/Outcomes Thank you 3.9 25.3 3.6 23.6
Care/ Treatment Approach to Care 3 15.7 1.7 16.5
Service Quality/Outcomes Carer Support 2.7 25.3 2.5 23.6
Service Quality/Outcomes Quality of Care/ Service 2.7 25.3 4.2 23.6
Communication Availability of information 2.4 19.6 1.1 14.4
Communication General 2.4 19.6 0.8 14.4
Communication Staff/Carer 2.4 19.6 3.6 14.4
Involvement General 1.8 1.8 0.3 0.9
Staff/Staff Attitude Respect 1.8 34.9 1.9 38.2
Care/ Treatment Activities 0.9 15.7 0 16.5
Care/ Treatment Appointments 0.9 15.7 0.3 16.5
Staff/Staff Attitude Other member of staff 0.9 34.9 2.2 38.2
Access to Services Location 0.6 1.2 0 5.3
Care/ Treatment Social Environment 0.6 15.7 4.2 16.5
Care/ Treatment Therapies 0.6 15.7 0.3 16.5
Service Quality/Outcomes Achievement of goals/Hope 0.6 25.3 0 23.6
Access to Services Availability of services 0.3 1.2 2.2 5.3
Access to Services Waiting time 0.3 1.2 0.6 5.3
Care/ Treatment Diagnosis 0.3 15.7 0.3 16.5
Communication Quality of written information 0.3 19.6 0.3 14.4
Environment/Facilities Equipment 0.3 0.9 0 0.9
Environment/Facilities Facilities 0.3 0.9 0 0.9
Environment/Facilities General 0.3 0.9 0 0.9
Privacy and Dignity Dignity 0.3 0.3 0 0.3
Service Quality/Outcomes Improvement in physical health 0.3 25.3 0.3 23.6
Service Quality/Outcomes Improvements in mental health 0.3 25.3 1.1 23.6
Service Quality/Outcomes SU empowerment 0.3 25.3 1.1 23.6
Staff/Staff Attitude Doctor 0.3 34.9 0 38.2
Staff/Staff Attitude Nurse 0.3 34.9 1.9 38.2
Staff/Staff Attitude Time staff spend with service users 0.3 34.9 0.8 38.2
Access to Services Follow up 0 1.2 0.3 5.3
Access to Services General 0 1.2 0.8 5.3
Access to Services Other 0 1.2 1.4 5.3
Care/ Treatment Medication 0 15.7 0.3 16.5
Care/ Treatment Other 0 15.7 3.6 16.5
Communication Other 0 19.6 1.1 14.4
Communication Staff/Staff 0 19.6 0.3 14.4
Communication Trust Showcase 0 19.6 0.3 14.4
Environment/Facilities Cleanliness/Hygiene 0 0.9 0.3 0.9
Environment/Facilities Other 0 0.9 0.3 0.9
Environment/Facilities Parking/Transport 0 0.9 0.3 0.9
Food General 0 0 0.3 0.3
Involvement In issues being resolved 0 1.8 0.3 0.9
Involvement In services/service design 0 1.8 0.3 0.9
Privacy and Dignity Carer Involvement 0 0.3 0.3 0.3
Service Quality/Outcomes Other 0 25.3 0.8 23.6
Staff/Staff Attitude Continuity of staff 0 34.9 0.3 38.2
Staff/Staff Attitude Other 0 34.9 2.8 38.2
Staff/Staff Attitude Peer/Volunteer 0 34.9 0.3 38.2