The Christie NHS FT Annual Report & Accounts 2019-20

The Christie NHS Foundation Trust Annual Report & Accounts 2019-20

ensure paper forms are available for patients to complete and return on the day of discharge. 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 1-5 point scale from extremely likely to recommend, to extremely unlikely to recommend. Following the patient’s response a second, follow up question is asked which reminds them that their comments will help us improve our services, and asks them to state in their own words, what the best/worst parts of the service were. 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 at ward level on the ward screens, where specific quotes from patients are also displayed. During the year April 2019 to March 2020 response rates for the inpatient ward areas ranged from 25.2% to 50.1% (average of 39.3%) The FFT scores, measured as percentage of positive scores ranged from 96.2% to 99.0% (average 97.8%) for the inpatient ward areas and from 95.3% to 97.8% (average 96.6%) for the outpatient areas. Examples of feedback received: The care by all the staff was fantastic, their patience, caring and thoughtfulness. The care from everybody is second to none. Everything is explained fully by every member of the team. Although busy, the staff always have time for any concerns the patient may have. The care given by staff is 100%, very patient focused, a credit to The Christie. The service I received was the best anybody could possibly ask for. The staff where just amazing in every aspect of my stay. Just fabulous. National inpatient survey 2017 The Christie has again received excellent results in the annual inpatient survey by the Care Quality Commission (CQC) and the Trust performed better than most other trusts in all the eligible section scores. This continues the theme we have seen over the last number of years. 1250 patients of The Christie who had a stay of at least one night and were discharged between April and July 2018 were sent a questionnaire. The response rate was 54% when those who are ineligible are discounted The Christie was ranked in the ‘better than most other trusts’ category in

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