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The Whole Trust

Between 2018-01-01 and 2018-03-31 we received 5164 responses. Of these 401 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 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 2274 responses to this question this quarter and 9273 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 13.9 24.0 13.7 22.1
Access to Services Waiting time 7.6 24.0 5.2 22.1
Care/ Treatment Activities 6.8 24.5 3.7 27.2
Staff/Staff Attitude Staffing levels 5.3 12.9 5.5 15.1
Care/ Treatment Approach to Care 4.8 24.5 9 27.2
Care/ Treatment Appointments 4.2 24.5 5.6 27.2
Communication General 4.1 15.6 5.8 15.4
Care/ Treatment General 3.6 24.5 5.1 27.2
Environment/Facilities Facilities 3.6 10.8 2.9 8.9
Service Quality/Outcomes General 3.6 6.2 1.6 5
Communication Availability of information 3.2 15.6 2.1 15.4
Communication Staff/Service User 2.7 15.6 2.9 15.4
Environment/Facilities Equipment 2.4 10.8 1.6 8.9
Staff/Staff Attitude Time staff spend with service users 2.3 12.9 4.2 15.1
Communication Being listened to 2.1 15.6 1.8 15.4
Care/ Treatment Medication 1.6 24.5 1.4 27.2
Care/ Treatment Other 1.6 24.5 0.4 27.2
Environment/Facilities Parking/Transport 1.6 10.8 1.6 8.9
Staff/Staff Attitude Continuity of staff 1.4 12.9 1.5 15.1
Access to Services Location 1.3 24.0 1 22.1
Environment/Facilities Decoration/Buildings 1.3 10.8 0.1 8.9
Food General 1.3 3.5 1.4 2.7
Food Choice 1.1 3.5 0.3 2.7
Service Quality/Outcomes Other 1.1 6.2 0.4 5
Staff/Staff Attitude General 1.0 12.9 1.7 15.1
Service Quality/Outcomes Advice/Support 0.9 6.2 0.7 5
Communication Quality of written information 0.8 15.6 0.6 15.4
Food Quality/Quantity 0.8 3.5 0.3 2.7
Staff/Staff Attitude Other 0.8 12.9 0.4 15.1
Staff/Staff Attitude Respect 0.8 12.9 0.6 15.1
Care/ Treatment Treatment Programmes 0.7 24.5 0.7 27.2
Communication Staff/Staff 0.6 15.6 0.5 15.4
Communication Too many surveys 0.6 15.6 0.7 15.4
Communication Trust Showcase 0.6 15.6 0 15.4
Service Quality/Outcomes Quality of Care/ Service 0.6 6.2 2 5
Staff/Staff Attitude Other member of staff 0.6 12.9 0.1 15.1
Access to Services Follow up 0.5 24.0 0.7 22.1
Care/ Treatment Social Environment 0.5 24.5 0.6 27.2
Communication Staff/Carer 0.5 15.6 0.3 15.4
Environment/Facilities Furniture 0.5 10.8 0.1 8.9
Environment/Facilities General 0.5 10.8 1.3 8.9
Environment/Facilities Other 0.5 10.8 1.2 8.9
Involvement In own care 0.5 0.9 0.4 1.3
Leave General 0.5 0.7 0.3 0.4
Staff/Staff Attitude Helpful/Caring/Friendly 0.5 12.9 0.4 15.1
Access to Services General 0.4 24.0 0.3 22.1
Care/ Treatment Therapies 0.4 24.5 0.6 27.2
Communication Other 0.4 15.6 0.7 15.4
Environment/Facilities Cleanliness/Hygiene 0.4 10.8 0.1 8.9
Involvement General 0.4 0.9 0.8 1.3
Smoking General 0.3 0.3 0.3 0.3
Access to Services Discharge 0.2 24.0 0.3 22.1
Care/ Treatment Diagnosis 0.2 24.5 0.1 27.2
Food Other 0.2 3.5 0.6 2.7
Leave Other 0.2 0.7 0 0.4
Privacy and Dignity Dignity 0.2 0.2 0 0.7
Access to Services Other 0.1 24.0 0.9 22.1
Care/ Treatment Transfer 0.1 24.5 0 27.2
Food Special needs (culture or diet) 0.1 3.5 0.1 2.7
Safety Environment 0.1 0.3 0 0.2
Safety General 0.1 0.3 0.1 0.2
Safety Other 0.1 0.3 0 0.2
Staff/Staff Attitude Nurse 0.1 12.9 0.1 15.1
Staff/Staff Attitude Peer/Volunteer 0.1 12.9 0 15.1
Involvement In medication decisions 0.0 0.9 0.1 1.3
Leave Leave 0.0 0.7 0.1 0.4
Physical Health General 0.0 0.0 0.2 0.2
Privacy and Dignity Gender specific issues 0.0 0.2 0.1 0.7
Privacy and Dignity Privacy 0.0 0.2 0.6 0.7
Safety Bullying/Harrassment 0.0 0.3 0.1 0.2
Service Quality/Outcomes Carer Support 0.0 6.2 0.1 5
Service Quality/Outcomes Improvements in mental health 0.0 6.2 0.1 5
Service Quality/Outcomes SU empowerment 0.0 6.2 0.1 5
Staff/Staff Attitude Doctor 0.0 12.9 0.3 15.1
Staff/Staff Attitude Supportive 0.0 12.9 0.3 15.1

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 4475 responses to this question this quarter and 17500 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 17.2 25.7 12.7 24.6
Service Quality/Outcomes General 15.7 32.3 16.5 32.2
Communication Being listened to 6.4 17.8 5.7 18
Service Quality/Outcomes Advice/Support 5.9 32.3 4.2 32.2
Care/ Treatment Activities 5.8 18.1 2.4 20.7
Communication Staff/Service User 5.4 17.8 4.1 18
Service Quality/Outcomes Quality of Care/ Service 5.0 32.3 6.6 32.2
Care/ Treatment General 4.8 18.1 10.6 20.7
Communication Availability of information 3.3 17.8 4.3 18
Care/ Treatment Approach to Care 3.2 18.1 3.1 20.7
Staff/Staff Attitude General 2.7 25.7 4.8 24.6
Communication General 2.3 17.8 3.7 18
Service Quality/Outcomes Thank you 2.0 32.3 2.3 32.2
Staff/Staff Attitude Supportive 1.9 25.7 2.9 24.6
Care/ Treatment Social Environment 1.6 18.1 1.7 20.7
Access to Services Waiting time 1.4 2.3 0.4 0.9
Service Quality/Outcomes Other 1.3 32.3 0.1 32.2
Staff/Staff Attitude Time staff spend with service users 1.1 25.7 0.8 24.6
Service Quality/Outcomes Improvements in mental health 1.0 32.3 0.8 32.2
Care/ Treatment Appointments 0.9 18.1 1.3 20.7
Staff/Staff Attitude Respect 0.8 25.7 1.2 24.6
Environment/Facilities Equipment 0.7 1.8 0.5 1.4
Access to Services Availability of services 0.6 2.3 0.3 0.9
Care/ Treatment Other 0.6 18.1 0.1 20.7
Service Quality/Outcomes Improvement in physical health 0.6 32.3 0.5 32.2
Staff/Staff Attitude Other member of staff 0.6 25.7 0.4 24.6
Care/ Treatment Treatment Programmes 0.5 18.1 0.4 20.7
Involvement In own care 0.5 0.9 0.3 0.7
Service Quality/Outcomes SU empowerment 0.5 32.3 1 32.2
Staff/Staff Attitude Nurse 0.5 25.7 1.1 24.6
Staff/Staff Attitude Other 0.5 25.7 0.2 24.6
Care/ Treatment Therapies 0.4 18.1 0.6 20.7
Involvement General 0.4 0.9 0.4 0.7
Care/ Treatment Medication 0.3 18.1 0.5 20.7
Communication Staff/Carer 0.3 17.8 0.1 18
Environment/Facilities Cleanliness/Hygiene 0.3 1.8 0.3 1.4
Environment/Facilities Facilities 0.3 1.8 0.2 1.4
Environment/Facilities General 0.3 1.8 0.3 1.4
Access to Services Location 0.2 2.3 0 0.9
Environment/Facilities Decoration/Buildings 0.2 1.8 0 1.4
Food General 0.2 0.4 0.8 0.8
Service Quality/Outcomes Achievement of goals/Hope 0.2 32.3 0.1 32.2
Staff/Staff Attitude Doctor 0.2 25.7 0.3 24.6
Access to Services Follow up 0.1 2.3 0.2 0.9
Communication Staff/Staff 0.1 17.8 0 18
Food Choice 0.1 0.4 0 0.8
Food Quality/Quantity 0.1 0.4 0 0.8
Safety Environment 0.1 0.2 0 0.1
Safety General 0.1 0.2 0.1 0.1
Service Quality/Outcomes Carer Support 0.1 32.3 0.1 32.2
Staff/Staff Attitude Continuity of staff 0.1 25.7 0.1 24.6
Staff/Staff Attitude Peer/Volunteer 0.1 25.7 0.1 24.6
Communication Quality of written information 0.0 17.8 0.1 18
Environment/Facilities Other 0.0 1.8 0.1 1.4
Privacy and Dignity Dignity 0.0 0.0 0.1 0.2
Privacy and Dignity Privacy 0.0 0.0 0.1 0.2