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The Whole Trust

Between 2018-07-01 and 2018-09-30 we received 4305 responses. Of these 450 were from carers.

There was a service quality rating of 93. 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 90 %. 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 2468 responses to this question this quarter and 8732 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 7.6 23.4 12.7 23.3
Access to Services Waiting time 6.6 23.4 6.6 23.3
Care/ Treatment Approach to Care 6.5 21.8 8.2 26.1
Staff/Staff Attitude Staffing levels 5.6 15.9 5 13.9
Access to Services General 5.5 23.4 1 23.3
Communication General 4.9 14.7 5.2 15.8
Service Quality/Outcomes General 4.6 10.2 2.7 6.4
Care/ Treatment Activities 3.8 21.8 3.9 26.1
Care/ Treatment Appointments 3.6 21.8 5.5 26.1
Service Quality/Outcomes Other 2.6 10.2 0.7 6.4
Communication Other 2.5 14.7 0.9 15.8
Care/ Treatment Medication 2.4 21.8 1.2 26.1
Communication Availability of information 2.3 14.7 2.4 15.8
Care/ Treatment Other 2.2 21.8 0.9 26.1
Environment/Facilities Equipment 2.2 6.7 1.5 8.8
Communication Being listened to 2.0 14.7 2 15.8
Staff/Staff Attitude Time staff spend with service users 2.0 15.9 3.2 13.9
Staff/Staff Attitude Continuity of staff 1.8 15.9 1.4 13.9
Staff/Staff Attitude Other 1.7 15.9 0.7 13.9
Environment/Facilities Facilities 1.6 6.7 2.7 8.8
Staff/Staff Attitude Respect 1.6 15.9 0.6 13.9
Food General 1.5 3.5 1.2 2.5
Access to Services Location 1.4 23.4 1.4 23.3
Staff/Staff Attitude General 1.3 15.9 1.6 13.9
Access to Services Other 1.2 23.4 0.4 23.3
Service Quality/Outcomes Advice/Support 1.2 10.2 1.1 6.4
Service Quality/Outcomes Quality of Care/ Service 1.2 10.2 1.8 6.4
Care/ Treatment General 1.1 21.8 4.7 26.1
Communication Staff/Service User 1.1 14.7 2.5 15.8
Environment/Facilities Parking/Transport 1.0 6.7 1.7 8.8
Involvement General 0.9 1.0 0.7 1.2
Privacy and Dignity General 0.8 1.5 0 0.3
Staff/Staff Attitude Doctor 0.8 15.9 0.3 13.9
Access to Services Follow up 0.7 23.4 0.7 23.3
Care/ Treatment Therapies 0.7 21.8 0.4 26.1
Care/ Treatment Treatment Programmes 0.7 21.8 0.5 26.1
Communication Quality of written information 0.7 14.7 1 15.8
Environment/Facilities General 0.7 6.7 0.7 8.8
Environment/Facilities Other 0.7 6.7 1.1 8.8
Food Other 0.7 3.5 0.2 2.5
Food Quality/Quantity 0.7 3.5 0.3 2.5
Care/ Treatment Social Environment 0.6 21.8 0.7 26.1
Communication Staff/Staff 0.6 14.7 0.6 15.8
Food Choice 0.6 3.5 0.5 2.5
Smoking General 0.5 0.5 0.2 0.2
Communication Too many surveys 0.4 14.7 0.7 15.8
Environment/Facilities Cleanliness/Hygiene 0.4 6.7 0.2 8.8
Safety Bullying/Harrassment 0.4 0.8 0 0.2
Staff/Staff Attitude Nurse 0.4 15.9 0.2 13.9
Access to Services Discharge 0.3 23.4 0.3 23.3
Privacy and Dignity Privacy 0.3 1.5 0.1 0.3
Service Quality/Outcomes Improvements in mental health 0.3 10.2 0.1 6.4
Staff/Staff Attitude Helpful/Caring/Friendly 0.3 15.9 0.5 13.9
Staff/Staff Attitude Other member of staff 0.3 15.9 0.3 13.9
Care/ Treatment Transfer 0.2 21.8 0 26.1
Communication Staff/Carer 0.2 14.7 0.3 15.8
Privacy and Dignity Gender specific issues 0.2 1.5 0.1 0.3
Safety General 0.2 0.8 0.1 0.2
Service Quality/Outcomes SU empowerment 0.2 10.2 0 6.4
Access to Services Funding 0.1 23.4 0.2 23.3
Environment/Facilities Decoration/Buildings 0.1 6.7 0.7 8.8
Involvement In medication decisions 0.1 1.0 0.1 1.2
Leave General 0.1 0.1 0.4 0.5
Privacy and Dignity Carer Involvement 0.1 1.5 0 0.3
Privacy and Dignity Other 0.1 1.5 0 0.3
Safety Environment 0.1 0.8 0.1 0.2
Safety Safeguarding 0.1 0.8 0 0.2
Service Quality/Outcomes Carer Support 0.1 10.2 0 6.4
Staff/Staff Attitude Supportive 0.1 15.9 0.1 13.9
Care/ Treatment Diagnosis 0.0 21.8 0.1 26.1
Communication Trust Showcase 0.0 14.7 0.2 15.8
Environment/Facilities Furniture 0.0 6.7 0.2 8.8
Food Special needs (culture or diet) 0.0 3.5 0.3 2.5
Involvement In own care 0.0 1.0 0.3 1.2
Involvement In services/service design 0.0 1.0 0.1 1.2
Leave Other 0.0 0.1 0.1 0.5
Physical Health General 0.0 0.0 0.1 0.1
Privacy and Dignity Dignity 0.0 1.5 0.1 0.3

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 3892 responses to this question this quarter and 17209 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 18.3 30.4 15 25.4
Service Quality/Outcomes General 16.2 39.1 17 34.8
Service Quality/Outcomes Quality of Care/ Service 11.3 39.1 7 34.8
Communication Being listened to 5.6 17.2 5.6 17.3
Staff/Staff Attitude General 4.2 30.4 4 25.4
Communication General 4.0 17.2 3.1 17.3
Service Quality/Outcomes Advice/Support 3.3 39.1 4.9 34.8
Communication Other 3.1 17.2 0.3 17.3
Care/ Treatment Approach to Care 2.5 9.4 3.6 18.5
Service Quality/Outcomes SU empowerment 2.5 39.1 1 34.8
Service Quality/Outcomes Thank you 2.4 39.1 2.6 34.8
Staff/Staff Attitude Supportive 2.4 30.4 2.4 25.4
Staff/Staff Attitude Other 2.3 30.4 0.4 25.4
Care/ Treatment General 2.2 9.4 8 18.5
Communication Availability of information 1.9 17.2 3.8 17.3
Care/ Treatment Activities 1.6 9.4 2.7 18.5
Communication Staff/Service User 1.4 17.2 4.1 17.3
Service Quality/Outcomes Other 1.2 39.1 0.5 34.8
Communication Quality of written information 1.1 17.2 0.2 17.3
Service Quality/Outcomes Improvement in physical health 0.9 39.1 0.6 34.8
Service Quality/Outcomes Improvements in mental health 0.9 39.1 0.9 34.8
Staff/Staff Attitude Respect 0.9 30.4 0.9 25.4
Care/ Treatment Social Environment 0.8 9.4 1.5 18.5
Care/ Treatment Treatment Programmes 0.7 9.4 0.4 18.5
Staff/Staff Attitude Time staff spend with service users 0.7 30.4 0.8 25.4
Care/ Treatment Appointments 0.6 9.4 1 18.5
Food General 0.6 0.8 0.5 0.5
Staff/Staff Attitude Nurse 0.6 30.4 0.9 25.4
Access to Services Waiting time 0.4 1.2 0.8 1.5
Care/ Treatment Medication 0.4 9.4 0.4 18.5
Environment/Facilities Equipment 0.4 1.1 0.6 1.3
Staff/Staff Attitude Doctor 0.4 30.4 0.2 25.4
Staff/Staff Attitude Other member of staff 0.4 30.4 0.6 25.4
Access to Services General 0.3 1.2 0 1.5
Care/ Treatment Other 0.3 9.4 0.4 18.5
Care/ Treatment Therapies 0.3 9.4 0.5 18.5
Involvement General 0.3 0.5 0.3 0.6
Access to Services Availability of services 0.2 1.2 0.4 1.5
Environment/Facilities Cleanliness/Hygiene 0.2 1.1 0.2 1.3
Environment/Facilities General 0.2 1.1 0.2 1.3
Food Quality/Quantity 0.2 0.8 0 0.5
Involvement In own care 0.2 0.5 0.3 0.6
Service Quality/Outcomes Achievement of goals/Hope 0.2 39.1 0.2 34.8
Service Quality/Outcomes Carer Support 0.2 39.1 0.1 34.8
Access to Services Follow up 0.1 1.2 0.2 1.5
Access to Services Location 0.1 1.2 0.1 1.5
Access to Services Other 0.1 1.2 0 1.5
Communication Staff/Carer 0.1 17.2 0.1 17.3
Environment/Facilities Decoration/Buildings 0.1 1.1 0.1 1.3
Environment/Facilities Facilities 0.1 1.1 0.2 1.3
Environment/Facilities Other 0.1 1.1 0 1.3
Privacy and Dignity General 0.1 0.1 0 0
Staff/Staff Attitude Continuity of staff 0.1 30.4 0.1 25.4
Staff/Staff Attitude Peer/Volunteer 0.1 30.4 0.1 25.4
Communication Staff/Staff 0.0 17.2 0.1 17.3
Safety General 0.0 0.0 0.1 0.1