Positive about change

Back to main site


The Whole Trust

Between 2017-07-01 and 2017-09-30 we received 4853 responses. Of these 506 were from carers.

There was a service quality rating of 94. This compares with 95 in the previous quarter and 94 in the previous four quarters.

The Friends and Family Test Score is the proportion of patients who are extremely likely or likely to recommend a service. In the current report it was 94 %. This compares with 96 % in the previous quarter and 95 % in the previous four quarters.

You can read about service changes made in response to service user and carer feedback for this area here.

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 2936 responses to this question this quarter and 15058 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 12.9 22.1 13 22.5
Care/ Treatment Approach to Care 9.4 30.8 5.4 25.4
Care/ Treatment General 7.0 30.8 4 25.4
Access to Services Waiting time 6.9 22.1 5.4 22.5
Care/ Treatment Appointments 6.8 30.8 5.1 25.4
Communication General 5.8 13.7 4.8 15.7
Staff/Staff Attitude Staffing levels 5.3 15.8 4.9 14.4
Staff/Staff Attitude Time staff spend with service users 4.5 15.8 3.5 14.4
Care/ Treatment Activities 3.5 30.8 4.2 25.4
Service Quality/Outcomes Quality of Care/ Service 3.4 6.0 2.9 6.1
Communication Staff/Service User 2.3 13.7 3.4 15.7
Care/ Treatment Medication 1.9 30.8 1.5 25.4
Communication Availability of information 1.7 13.7 2.3 15.7
Communication Being listened to 1.7 13.7 1.8 15.7
Environment/Facilities Facilities 1.6 5.4 2.4 9.5
Environment/Facilities Parking/Transport 1.6 5.4 2.1 9.5
Staff/Staff Attitude General 1.6 15.8 1.5 14.4
Service Quality/Outcomes General 1.5 6.0 1.5 6.1
Staff/Staff Attitude Continuity of staff 1.5 15.8 1.8 14.4
Access to Services Location 1.3 22.1 1 22.5
Environment/Facilities Other 1.3 5.4 0.4 9.5
Involvement General 1.2 1.9 0.4 1.2
Food General 1.1 2.3 1.8 2.7
Staff/Staff Attitude Respect 0.8 15.8 0.7 14.4
Care/ Treatment Therapies 0.7 30.8 0.6 25.4
Communication Other 0.7 13.7 0.7 15.7
Care/ Treatment Social Environment 0.6 30.8 0.8 25.4
Communication Quality of written information 0.6 13.7 0.5 15.7
Leave General 0.6 0.8 0.2 0.3
Staff/Staff Attitude Helpful/Caring/Friendly 0.6 15.8 0.5 14.4
Care/ Treatment Treatment Programmes 0.5 30.8 2.3 25.4
Food Choice 0.5 2.3 0.2 2.7
Food Other 0.5 2.3 0.4 2.7
Involvement In own care 0.5 1.9 0.5 1.2
Service Quality/Outcomes Advice/Support 0.5 6.0 0.9 6.1
Staff/Staff Attitude Other 0.5 15.8 0.5 14.4
Access to Services Follow up 0.4 22.1 0.6 22.5
Care/ Treatment Other 0.4 30.8 1.3 25.4
Environment/Facilities Equipment 0.4 5.4 1.8 9.5
Environment/Facilities General 0.4 5.4 2.3 9.5
Physical Health General 0.4 0.5 0.1 0.1
Privacy and Dignity Privacy 0.4 0.5 0.8 1
Service Quality/Outcomes Other 0.4 6.0 0.4 6.1
Staff/Staff Attitude Doctor 0.4 15.8 0.3 14.4
Access to Services Other 0.3 22.1 0.9 22.5
Communication Staff/Carer 0.3 13.7 0.4 15.7
Communication Staff/Staff 0.3 13.7 0.8 15.7
Communication Too many surveys 0.3 13.7 1 15.7
Staff/Staff Attitude Supportive 0.3 15.8 0.3 14.4
Access to Services Discharge 0.2 22.1 0.3 22.5
Food Special needs (culture or diet) 0.2 2.3 0.1 2.7
Involvement In medication decisions 0.2 1.9 0.1 1.2
Safety General 0.2 0.2 0 0.1
Smoking General 0.2 0.2 0.5 0.5
Staff/Staff Attitude Nurse 0.2 15.8 0.1 14.4
Access to Services General 0.1 22.1 1.3 22.5
Environment/Facilities Furniture 0.1 5.4 0.2 9.5
Leave Leave 0.1 0.8 0.1 0.3
Leave Leave 0.1 0.8 0 0.3
Physical Health Dentistry 0.1 0.5 0 0.1
Privacy and Dignity Dignity 0.1 0.5 0 1
Service Quality/Outcomes Carer Support 0.1 6.0 0.1 6.1
Service Quality/Outcomes Improvements in mental health 0.1 6.0 0.2 6.1
Staff/Staff Attitude Peer/Volunteer 0.1 15.8 0 14.4
Care/ Treatment Diagnosis 0.0 30.8 0.1 25.4
Care/ Treatment Transfer 0.0 30.8 0.1 25.4
Environment/Facilities Cleanliness/Hygiene 0.0 5.4 0.1 9.5
Environment/Facilities Decoration/Buildings 0.0 5.4 0.2 9.5
Food Quality/Quantity 0.0 2.3 0.2 2.7
Involvement Other 0.0 1.9 0.2 1.2
Privacy and Dignity Gender specific issues 0.0 0.5 0.1 1
Privacy and Dignity General 0.0 0.5 0.1 1
Record Keeping Access to records 0.0 0.0 0.1 0.2
Record Keeping General 0.0 0.0 0.1 0.2
Safety Bullying/Harrassment 0.0 0.2 0.1 0.1
Service Quality/Outcomes SU empowerment 0.0 6.0 0.1 6.1
Staff/Staff Attitude Other member of staff 0.0 15.8 0.3 14.4

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 4407 responses to this question this quarter and 20160 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Service Quality/Outcomes General 16.6 33.4 14.5 30.9
Care/ Treatment General 13.2 21.4 9.1 19
Staff/Staff Attitude Helpful/Caring/Friendly 12.6 24.3 15.5 28
Service Quality/Outcomes Quality of Care/ Service 7.7 33.4 7.1 30.9
Communication Being listened to 6.6 17.4 5.7 17.3
Communication Availability of information 4.5 17.4 3.5 17.3
Staff/Staff Attitude General 4.3 24.3 4.3 28
Service Quality/Outcomes Advice/Support 3.9 33.4 4.6 30.9
Communication General 3.8 17.4 3.7 17.3
Staff/Staff Attitude Supportive 3.0 24.3 3.2 28
Service Quality/Outcomes Thank you 2.8 33.4 2 30.9
Care/ Treatment Approach to Care 2.6 21.4 2.4 19
Communication Staff/Service User 2.4 17.4 3.9 17.3
Care/ Treatment Social Environment 1.5 21.4 1.6 19
Care/ Treatment Activities 1.4 21.4 2.3 19
Staff/Staff Attitude Respect 1.4 24.3 1.3 28
Staff/Staff Attitude Nurse 1.2 24.3 1 28
Service Quality/Outcomes SU empowerment 1.1 33.4 0.9 30.9
Care/ Treatment Appointments 1.0 21.4 1.4 19
Care/ Treatment Therapies 1.0 21.4 0.5 19
Service Quality/Outcomes Improvements in mental health 1.0 33.4 0.9 30.9
Staff/Staff Attitude Time staff spend with service users 0.9 24.3 0.8 28
Food General 0.7 0.7 0.7 0.7
Care/ Treatment Medication 0.5 21.4 0.5 19
Environment/Facilities Equipment 0.5 0.9 0.4 1.2
Involvement General 0.5 0.8 0.3 0.8
Staff/Staff Attitude Other member of staff 0.5 24.3 0.6 28
Access to Services Waiting time 0.3 0.6 0.7 1.8
Involvement In own care 0.3 0.8 0.4 0.8
Service Quality/Outcomes Improvement in physical health 0.3 33.4 0.5 30.9
Staff/Staff Attitude Doctor 0.3 24.3 0.5 28
Access to Services Availability of services 0.2 0.6 0.5 1.8
Care/ Treatment Treatment Programmes 0.2 21.4 0.6 19
Environment/Facilities General 0.2 0.9 0.3 1.2
Access to Services Follow up 0.1 0.6 0.2 1.8
Communication Quality of written information 0.1 17.4 0.2 17.3
Environment/Facilities Cleanliness/Hygiene 0.1 0.9 0.3 1.2
Environment/Facilities Facilities 0.1 0.9 0.2 1.2
Staff/Staff Attitude Continuity of staff 0.1 24.3 0.1 28
Access to Services General 0.0 0.6 0.2 1.8
Access to Services Location 0.0 0.6 0.2 1.8
Care/ Treatment Other 0.0 21.4 0.6 19
Communication Other 0.0 17.4 0.2 17.3
Communication Staff/Carer 0.0 17.4 0.1 17.3
Involvement Other 0.0 0.8 0.1 0.8
Privacy and Dignity Dignity 0.0 0.0 0.1 0.2
Privacy and Dignity Privacy 0.0 0.0 0.1 0.2
Safety General 0.0 0.0 0.1 0.1
Service Quality/Outcomes Achievement of goals/Hope 0.0 33.4 0.1 30.9
Service Quality/Outcomes Carer Support 0.0 33.4 0.1 30.9
Service Quality/Outcomes Other 0.0 33.4 0.2 30.9
Staff/Staff Attitude Other 0.0 24.3 0.6 28
Staff/Staff Attitude Peer/Volunteer 0.0 24.3 0.1 28