Positive about change

Back to main site


The Whole Trust

Between 2018-04-01 and 2018-06-30 we received 4773 responses. Of these 500 were from carers.

There was a service quality rating of 95. This compares with 94 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 95 %. This compares with 95 % 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 2792 responses to this question this quarter and 12400 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 11.8 25.7 12.8 23.3
Care/ Treatment Approach to Care 7.1 21.8 8.8 27
Access to Services Waiting time 6.5 25.7 6.5 23.3
Care/ Treatment Appointments 4.8 21.8 5.3 27
Staff/Staff Attitude Staffing levels 3.8 11.9 4.8 13.8
Access to Services General 3.7 25.7 0.5 23.3
Care/ Treatment Activities 3.7 21.8 3.5 27
Communication Staff/Service User 3.5 17.0 2.5 15.5
Communication Being listened to 3.1 17.0 1.9 15.5
Communication General 3.1 17.0 5.2 15.5
Service Quality/Outcomes General 3.0 8.1 2.6 6.7
Care/ Treatment General 2.7 21.8 5.3 27
Communication Availability of information 2.6 17.0 2.2 15.5
Environment/Facilities Parking/Transport 2.3 10.2 1.6 8.2
Staff/Staff Attitude General 2.2 11.9 1.4 13.8
Environment/Facilities Equipment 2.0 10.2 1.3 8.2
Environment/Facilities Facilities 1.9 10.2 2.8 8.2
Service Quality/Outcomes Advice/Support 1.9 8.1 1.3 6.7
Access to Services Location 1.7 25.7 1.2 23.3
Communication Other 1.6 17.0 0.9 15.5
Environment/Facilities Decoration/Buildings 1.6 10.2 0.4 8.2
Service Quality/Outcomes Quality of Care/ Service 1.6 8.1 1.5 6.7
Care/ Treatment Other 1.3 21.8 1 27
Communication Quality of written information 1.3 17.0 0.8 15.5
Staff/Staff Attitude Continuity of staff 1.3 11.9 1.6 13.8
Staff/Staff Attitude Time staff spend with service users 1.3 11.9 3.6 13.8
Environment/Facilities General 1.2 10.2 0.6 8.2
Service Quality/Outcomes Other 1.2 8.1 1.1 6.7
Food General 1.0 2.4 1.1 2.5
Care/ Treatment Social Environment 0.9 21.8 0.6 27
Communication Staff/Staff 0.8 17.0 0.6 15.5
Food Special needs (culture or diet) 0.8 2.4 0.2 2.5
Staff/Staff Attitude Other 0.8 11.9 0.7 13.8
Access to Services Follow up 0.7 25.7 0.9 23.3
Access to Services Other 0.7 25.7 0.9 23.3
Care/ Treatment Treatment Programmes 0.7 21.8 0.5 27
Staff/Staff Attitude Doctor 0.7 11.9 0.2 13.8
Staff/Staff Attitude Respect 0.7 11.9 0.5 13.8
Involvement In services/service design 0.6 1.0 0 1.2
Staff/Staff Attitude Helpful/Caring/Friendly 0.6 11.9 0.4 13.8
Communication Staff/Carer 0.5 17.0 0.4 15.5
Environment/Facilities Furniture 0.5 10.2 0.2 8.2
Environment/Facilities Other 0.5 10.2 1.2 8.2
Access to Services Discharge 0.3 25.7 0.3 23.3
Access to Services Funding 0.3 25.7 0.2 23.3
Care/ Treatment Medication 0.3 21.8 1.3 27
Communication Trust Showcase 0.3 17.0 0.2 15.5
Staff/Staff Attitude Nurse 0.3 11.9 0.1 13.8
Care/ Treatment Therapies 0.2 21.8 0.6 27
Communication Too many surveys 0.2 17.0 0.8 15.5
Environment/Facilities Cleanliness/Hygiene 0.2 10.2 0.1 8.2
Food Choice 0.2 2.4 0.5 2.5
Food Other 0.2 2.4 0.3 2.5
Food Quality/Quantity 0.2 2.4 0.4 2.5
Involvement General 0.2 1.0 0.7 1.2
Privacy and Dignity Gender specific issues 0.2 0.3 0 0.4
Safety Environment 0.2 0.5 0 0.1
Service Quality/Outcomes Improvements in mental health 0.2 8.1 0.1 6.7
Staff/Staff Attitude Other member of staff 0.2 11.9 0.3 13.8
Care/ Treatment Transfer 0.1 21.8 0 27
Equality/Diversity General 0.1 0.1 0 0
Involvement In issues being resolved 0.1 1.0 0 1.2
Involvement In own care 0.1 1.0 0.4 1.2
Leave Other 0.1 0.1 0 0.5
Privacy and Dignity Carer Involvement 0.1 0.3 0 0.4
Record Keeping General 0.1 0.1 0 0
Safety Bullying/Harrassment 0.1 0.5 0 0.1
Safety General 0.1 0.5 0.1 0.1
Safety Violence/Assaults 0.1 0.5 0 0.1
Service Quality/Outcomes Carer Support 0.1 8.1 0.1 6.7
Service Quality/Outcomes Improvement in physical health 0.1 8.1 0 6.7
Smoking General 0.1 0.1 0.3 0.3
Care/ Treatment Diagnosis 0.0 21.8 0.1 27
Involvement In medication decisions 0.0 1.0 0.1 1.2
Leave General 0.0 0.1 0.4 0.5
Leave Leave 0.0 0.1 0.1 0.5
Physical Health General 0.0 0.0 0.2 0.2
Privacy and Dignity Dignity 0.0 0.3 0.1 0.4
Privacy and Dignity Privacy 0.0 0.3 0.3 0.4
Staff/Staff Attitude Supportive 0.0 11.9 0.2 13.8

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 4256 responses to this question this quarter and 17852 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 17.9 27.9 13.8 24.7
Service Quality/Outcomes General 17.4 40.3 16.9 33.1
Service Quality/Outcomes Quality of Care/ Service 9.5 40.3 6.1 33.1
Service Quality/Outcomes Advice/Support 6.0 40.3 4.6 33.1
Communication Staff/Service User 5.3 16.4 3.9 17.5
Staff/Staff Attitude General 4.2 27.9 3.9 24.7
Communication Being listened to 4.1 16.4 5.8 17.5
Care/ Treatment Approach to Care 3.7 11.0 3.4 20.2
Service Quality/Outcomes Thank you 3.1 40.3 2.4 33.1
Communication Availability of information 3.0 16.4 4.1 17.5
Care/ Treatment General 2.0 11.0 9.8 20.2
Communication General 2.0 16.4 3.3 17.5
Staff/Staff Attitude Supportive 1.9 27.9 2.6 24.7
Care/ Treatment Activities 1.7 11.0 2.5 20.2
Service Quality/Outcomes SU empowerment 1.4 40.3 0.9 33.1
Communication Other 1.2 16.4 0.1 17.5
Care/ Treatment Appointments 1.0 11.0 1.2 20.2
Staff/Staff Attitude Nurse 1.0 27.9 1 24.7
Access to Services Waiting time 0.9 1.7 0.6 1.4
Environment/Facilities Equipment 0.9 1.2 0.5 1.2
Service Quality/Outcomes Improvements in mental health 0.9 40.3 0.9 33.1
Staff/Staff Attitude Other 0.9 27.9 0.3 24.7
Care/ Treatment Other 0.8 11.0 0.3 20.2
Care/ Treatment Social Environment 0.8 11.0 1.7 20.2
Service Quality/Outcomes Improvement in physical health 0.7 40.3 0.6 33.1
Service Quality/Outcomes Other 0.7 40.3 0.5 33.1
Staff/Staff Attitude Respect 0.7 27.9 1 24.7
Care/ Treatment Treatment Programmes 0.5 11.0 0.3 20.2
Communication Quality of written information 0.5 16.4 0.1 17.5
Service Quality/Outcomes Achievement of goals/Hope 0.5 40.3 0.1 33.1
Staff/Staff Attitude Time staff spend with service users 0.5 27.9 0.8 24.7
Access to Services Availability of services 0.4 1.7 0.3 1.4
Food General 0.4 0.5 0.6 0.6
Staff/Staff Attitude Other member of staff 0.4 27.9 0.7 24.7
Care/ Treatment Medication 0.3 11.0 0.4 20.2
Access to Services Follow up 0.2 1.7 0.2 1.4
Access to Services Location 0.2 1.7 0.1 1.4
Care/ Treatment Therapies 0.2 11.0 0.6 20.2
Communication Staff/Carer 0.2 16.4 0.1 17.5
Involvement General 0.2 0.3 0.4 0.7
Staff/Staff Attitude Doctor 0.2 27.9 0.4 24.7
Communication Staff/Staff 0.1 16.4 0.1 17.5
Environment/Facilities Cleanliness/Hygiene 0.1 1.2 0.2 1.2
Environment/Facilities Facilities 0.1 1.2 0.2 1.2
Environment/Facilities General 0.1 1.2 0.2 1.2
Food Quality/Quantity 0.1 0.5 0 0.6
Involvement In own care 0.1 0.3 0.3 0.7
Privacy and Dignity General 0.1 0.1 0 0.1
Service Quality/Outcomes Carer Support 0.1 40.3 0.1 33.1
Staff/Staff Attitude Continuity of staff 0.1 27.9 0.1 24.7
Staff/Staff Attitude Peer/Volunteer 0.1 27.9 0.1 24.7
Access to Services General 0.0 1.7 0.1 1.4
Access to Services Other 0.0 1.7 0.1 1.4
Environment/Facilities Decoration/Buildings 0.0 1.2 0.1 1.2
Privacy and Dignity Privacy 0.0 0.1 0.1 0.1
Safety General 0.0 0.0 0.1 0.1