Ella Reeves, Patient Experience Manager Friends and Family Test at Oxford University Hospitals NHS Foundation Trust Ella Reeves, Patient Experience Manager

Reporting FFT data to the Trust Board

Exception reporting Instead of reacting to small changes in feedback each month, introduced statistical process control (SPC) charts Upper and lower control limits are 3 standard deviations from the 12 month rolling mean average Enables patient experience team to focus on investigating significant changes and early detection of problems

Exception reporting Changes implemented to rectify situation

Reporting and learning from FFT Desire to report meaningful information in the Board Quality Report. -> new process focusing on different areas of the Trust. Opportunity to increase learning from FFT. Each month, select one area with exceptional feedback and one area with feedback for improvement. Review is underway. Indicates improvements in most areas selected for improvement Excellent feedback Feedback for improvement Areas selected for focus will have more than 20 responses and 20% response rate, so that the feedback is more reliable. Many areas within the Trust get over 100% extremely likely and likely to recommend. The percentage of extremely likely to recommend is also used to select a department: those with over 90% are considered. Focus on an area with a high not recommend rate (percentage unlikely and extremely unlikely to recommend). Minimum of 4 negative ratings. Review the comments and find a department with a consistent theme in the feedback. A different area is selected each month. Themes within the feedback are selected and sent to the department/divisional managers to ask if they agree with the themes, and if they can provide any context to the feedback. Ask which processes are in place that help them to get such exceptional feedback. Ask what they are doing to improve and ensure the learning is shared. Share the learning. Desire to report meaningful information in the Board Quality Report – this was first suggested by the NEDs but the patient experience team agree that this is a much better way of reporting.

Improving FFT response rates Response rates are also the focus of the Board Quality Report. Focus on different division each month. Departments with high response rates: what are you doing, what can we learn? Departments with low response rates: why is this happening, what do you need to help you increase the response rate?

SMS FFT survey Increased response rate Reduced time spent administering surveys by front line staff Less susceptible to sampling bias Not suitable for all departments Affects % recommend and not recommend Response rate with paper questionnaires pre-introduction of electronic method: 8-9% in January and February 2015. Response rate post-introduction of SMS, automated telephone call service, and agent calls: 45%. The Trust invested in additional agent calls during March 2015 as there was a national response rate target as part of the Commissioning Quality and Innovation (CQUIN) scheme. This method was stopped following an incident (please refer to Table 2). This caused a decline in response rate to 2% in April and May 2015. Partial month of re-introduction of SMS and automated telephone call service, response rate rises to 19% in June 2015. Full month of SMS and automated call service: 32% response rate in August 2015. Automated telephone calls were stopped in October 2015 following feedback from patients. Response rate has been within the range of 22%-26% since.