Quality report 2021-2022

planned for 2020 and 2021 were postponed. The team have taken the opportunity to refresh the quality mark objectives and review the programme of assessments, which will re-launch in the middle of 2022.

Friends and Family Test The NHS Friends and Family Test (FFT) is an important tool whereby The Christie receives direct, regular and real time feedback from our patients. This feedback is used to help shape and further improve our services for our patients. During 2018/19, NHS England carried out a development project to improve FFT and make it a more useful tool for driving service improvement, which resulted in a number of revisions to the process and the question itself. This revision to FFT was implemented in December 2020 after FFT was restarted after a long pause due to the covid pandemic. The main changes made to improve FFT are: • making the wording of the mandatory question and standard response scale more effective in collecting good quality feedback, and • making it easier for patients to give feedback by changing the timing requirements for responding and providing the opportunity for people to give anonymous, quick feedback via FFT when they want to. Following their most recent experience at the Christie, patients are invited to answer the question; “Overall, how was your experience of the service”. Patients can respond via text message (free of charge) or via an online form. Text messages are sent to patients within 48 hours of their inpatient stay or outpatient episode. Patients can opt out of responding at any time. Given the number of patients who are regular patients for treatment, the text message is sent to the patient’s mobile number once per month only, even if they have attended more frequently, and asks them to think about their most recent experience. Patients are asked to respond on a 5 point scale from ‘very good’ to ‘very poor’. Following the patient’s response a second, follow up question is asked to tell us if there is anything that we could have done better. Specific comments are anonymised, though patients are encouraged to contact our Patient Advice and Liaison Service should they wish their comments to be handled directly. The response rate for FFT and individual ward/department results is collated monthly and high level results published in the performance report, as well as all the results from FFT being available to all staff to see on the ‘Data Insights’ page of the trusts intranet. The FFT monthly scores, measured as percentage of positive scores ranged between 94% to 97% for the inpatient ward areas and from 94% to 95% for the outpatient/daycase areas. National inpatient survey 2020/21 The Christie has again received excellent results in the annual inpatient survey commissioned by the Care Quality Commission (CQC). Patients were eligible to participate in the survey if they were aged 16 years or over and had spent at least one night in hospital. The survey was significantly different to previous years’ surveys with regards to methodology, sampling month and questionnaire content. This survey was conducted using a push-to-web methodology (offering both online and paper completion). The questionnaire was amended significantly, with changes to both question wording and order. The 2020 results are therefore not comparable with previous years’ data. 1250 patients of The Christie were invited to participate, of which 676 patients responded. The response rate was 62% compared to a national average of 46%. The results from our patient’s feedback was again excellent, with an overall rating of experience as 9 out of 10. The Christie has been identified as one of the 6 top performing trusts, being 26