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The Whole Trust

Between 2018-10-01 and 2018-12-31 we received 4869 responses. Of these 542 were from carers.

There was a service quality rating of 96. This compares with 93 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 96 %. This compares with 90 % in the previous quarter and 94 % 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 1419 responses to this question this quarter and 8905 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Care/ Treatment Approach to Care 13.7 25.1 7.5 24
Service Quality/Outcomes General 9.6 17.7 3.5 7.8
Access to Services Waiting time 7.6 25.0 6.5 23.7
Access to Services General 6.5 25.0 2.5 23.7
Access to Services Availability of services 4.9 25.0 11.3 23.7
Access to Services Other 3.5 25.0 0.6 23.7
Service Quality/Outcomes Advice/Support 3.4 17.7 1.3 7.8
Care/ Treatment General 3.3 25.1 3.1 24
Care/ Treatment Other 3.2 25.1 1.4 24
Communication General 3.0 13.4 4.8 15.9
Staff/Staff Attitude Continuity of staff 2.8 10.6 1.4 13.9
Staff/Staff Attitude Staffing levels 2.6 10.6 5.1 13.9
Communication Being listened to 2.3 13.4 2 15.9
Communication Other 2.3 13.4 1.3 15.9
Communication Availability of information 2.1 13.4 2.5 15.9
Service Quality/Outcomes Other 2.1 17.7 1.3 7.8
Environment/Facilities Facilities 1.8 4.0 2.7 9.3
Care/ Treatment Appointments 1.6 25.1 4.7 24
Service Quality/Outcomes Quality of Care/ Service 1.5 17.7 1.2 7.8
Communication Staff/Staff 1.4 13.4 0.6 15.9
Communication Staff/Service User 1.2 13.4 2.2 15.9
Access to Services Location 1.1 25.0 1.4 23.7
Staff/Staff Attitude General 1.1 10.6 1.5 13.9
Care/ Treatment Medication 0.9 25.1 1.4 24
Access to Services Follow up 0.8 25.0 0.8 23.7
Care/ Treatment Activities 0.8 25.1 4 24
Communication Staff/Carer 0.8 13.4 0.3 15.9
Staff/Staff Attitude Time staff spend with service users 0.8 10.6 2.5 13.9
Staff/Staff Attitude Other 0.7 10.6 1 13.9
Environment/Facilities Other 0.6 4.0 1 9.3
Involvement General 0.6 0.9 0.6 1
Care/ Treatment Therapies 0.5 25.1 0.4 24
Care/ Treatment Treatment Programmes 0.5 25.1 0.6 24
Environment/Facilities General 0.5 4.0 0.7 9.3
Service Quality/Outcomes Improvements in mental health 0.5 17.7 0.2 7.8
Staff/Staff Attitude Doctor 0.5 10.6 0.5 13.9
Staff/Staff Attitude Helpful/Caring/Friendly 0.5 10.6 0.4 13.9
Access to Services Discharge 0.4 25.0 0.4 23.7
Environment/Facilities Parking/Transport 0.4 4.0 1.6 9.3
Food Choice 0.4 1.0 0.6 2.9
Food General 0.4 1.0 1.3 2.9
Staff/Staff Attitude Other member of staff 0.4 10.6 0.4 13.9
Staff/Staff Attitude Respect 0.4 10.6 0.8 13.9
Staff/Staff Attitude Supportive 0.4 10.6 0.1 13.9
Care/ Treatment Diagnosis 0.3 25.1 0.1 24
Environment/Facilities Equipment 0.3 4.0 2 9.3
Involvement In own care 0.3 0.9 0.2 1
Leave General 0.3 0.5 0.3 0.4
Privacy and Dignity Privacy 0.3 0.4 0.1 0.7
Service Quality/Outcomes Carer Support 0.3 17.7 0.1 7.8
Staff/Staff Attitude Nurse 0.3 10.6 0.2 13.9
Access to Services Funding 0.2 25.0 0.2 23.7
Care/ Treatment Social Environment 0.2 25.1 0.7 24
Communication Quality of written information 0.2 13.4 1.1 15.9
Environment/Facilities Cleanliness/Hygiene 0.2 4.0 0.3 9.3
Environment/Facilities Decoration/Buildings 0.2 4.0 0.8 9.3
Food Quality/Quantity 0.2 1.0 0.5 2.9
Safety Bullying/Harrassment 0.2 0.3 0.2 0.6
Smoking General 0.2 0.2 0.3 0.3
Care/ Treatment Transfer 0.1 25.1 0.1 24
Communication Too many surveys 0.1 13.4 0.8 15.9
Equality/Diversity General 0.1 0.1 0 0
Leave Leave 0.1 0.5 0 0.4
Leave Leave 0.1 0.5 0 0.4
Privacy and Dignity Other 0.1 0.4 0 0.7
Record Keeping General 0.1 0.1 0 0
Safety General 0.1 0.3 0.2 0.6
Service Quality/Outcomes Achievement of goals/Hope 0.1 17.7 0 7.8
Service Quality/Outcomes Improvement in physical health 0.1 17.7 0.1 7.8
Service Quality/Outcomes SU empowerment 0.1 17.7 0.1 7.8
Staff/Staff Attitude Peer/Volunteer 0.1 10.6 0 13.9
Communication Trust Showcase 0.0 13.4 0.3 15.9
Environment/Facilities Furniture 0.0 4.0 0.2 9.3
Food Other 0.0 1.0 0.3 2.9
Food Special needs (culture or diet) 0.0 1.0 0.2 2.9
Involvement In medication decisions 0.0 0.9 0.1 1
Involvement In services/service design 0.0 0.9 0.1 1
Leave Other 0.0 0.5 0.1 0.4
Privacy and Dignity Carer Involvement 0.0 0.4 0.1 0.7
Privacy and Dignity Dignity 0.0 0.4 0.1 0.7
Privacy and Dignity Gender specific issues 0.0 0.4 0.2 0.7
Privacy and Dignity General 0.0 0.4 0.2 0.7
Safety Environment 0.0 0.3 0.1 0.6
Safety Safeguarding 0.0 0.3 0.1 0.6

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 1884 responses to this question this quarter and 16590 in the previous year.

Main category Category Category this quarter % Total % this quarter Category last year % Total % last year
Service Quality/Outcomes General 20.3 37.7 16.7 35.9
Staff/Staff Attitude Helpful/Caring/Friendly 12.3 26.9 16.5 26.7
Care/ Treatment Approach to Care 9.4 19.5 3.6 15.5
Service Quality/Outcomes Quality of Care/ Service 5.5 37.7 7.9 35.9
Communication Being listened to 4.9 11.5 5.3 17.1
Staff/Staff Attitude General 4.4 26.9 3.9 26.7
Care/ Treatment General 3.8 19.5 5.1 15.5
Service Quality/Outcomes Advice/Support 3.2 37.7 4.8 35.9
Service Quality/Outcomes Thank you 2.8 37.7 2.5 35.9
Staff/Staff Attitude Supportive 2.6 26.9 2.2 26.7
Staff/Staff Attitude Doctor 2.3 26.9 0.2 26.7
Communication General 2.2 11.5 3.1 17.1
Service Quality/Outcomes SU empowerment 2.1 37.7 1.3 35.9
Communication Other 1.9 11.5 1.1 17.1
Service Quality/Outcomes Improvements in mental health 1.7 37.7 0.9 35.9
Staff/Staff Attitude Nurse 1.7 26.9 0.7 26.7
Care/ Treatment Activities 1.4 19.5 2.8 15.5
Care/ Treatment Other 1.3 19.5 0.5 15.5
Staff/Staff Attitude Other 1.3 26.9 1 26.7
Care/ Treatment Therapies 1.2 19.5 0.3 15.5
Access to Services Availability of services 1.1 2.4 0.4 1.5
Communication Staff/Service User 1.1 11.5 3.9 17.1
Service Quality/Outcomes Other 1.1 37.7 0.8 35.9
Care/ Treatment Medication 0.9 19.5 0.4 15.5
Communication Availability of information 0.9 11.5 3.1 17.1
Staff/Staff Attitude Respect 0.9 26.9 0.8 26.7
Care/ Treatment Social Environment 0.6 19.5 1.3 15.5
Care/ Treatment Treatment Programmes 0.6 19.5 0.5 15.5
Service Quality/Outcomes Improvement in physical health 0.6 37.7 0.7 35.9
Staff/Staff Attitude Other member of staff 0.6 26.9 0.5 26.7
Access to Services Waiting time 0.5 2.4 0.8 1.5
Food General 0.5 0.7 0.5 0.6
Communication Quality of written information 0.4 11.5 0.4 17.1
Involvement General 0.4 0.6 0.3 0.5
Staff/Staff Attitude Time staff spend with service users 0.4 26.9 0.7 26.7
Access to Services General 0.3 2.4 0.1 1.5
Service Quality/Outcomes Carer Support 0.3 37.7 0.1 35.9
Staff/Staff Attitude Continuity of staff 0.3 26.9 0.1 26.7
Access to Services Follow up 0.2 2.4 0.1 1.5
Access to Services Location 0.2 2.4 0.1 1.5
Care/ Treatment Appointments 0.2 19.5 1 15.5
Environment/Facilities Equipment 0.2 0.6 0.6 1.4
Environment/Facilities General 0.2 0.6 0.2 1.4
Involvement In own care 0.2 0.6 0.2 0.5
Access to Services Funding 0.1 2.4 0 1.5
Care/ Treatment Diagnosis 0.1 19.5 0 15.5
Communication Staff/Staff 0.1 11.5 0.1 17.1
Environment/Facilities Cleanliness/Hygiene 0.1 0.6 0.2 1.4
Environment/Facilities Facilities 0.1 0.6 0.2 1.4
Food Other 0.1 0.7 0 0.6
Food Quality/Quantity 0.1 0.7 0.1 0.6
Leave General 0.1 0.3 0 0
Leave Leave 0.1 0.3 0 0
Leave Leave 0.1 0.3 0 0
Privacy and Dignity Other 0.1 0.1 0 0.1
Safety Environment 0.1 0.2 0 0.1
Safety General 0.1 0.2 0.1 0.1
Service Quality/Outcomes Achievement of goals/Hope 0.1 37.7 0.2 35.9
Smoking General 0.1 0.1 0 0
Staff/Staff Attitude Staffing levels 0.1 26.9 0 26.7
Communication Staff/Carer 0.0 11.5 0.1 17.1
Environment/Facilities Decoration/Buildings 0.0 0.6 0.1 1.4
Environment/Facilities Other 0.0 0.6 0.1 1.4
Privacy and Dignity General 0.0 0.1 0.1 0.1
Staff/Staff Attitude Peer/Volunteer 0.0 26.9 0.1 26.7