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Patient Experience Group (PEG) Highlights Report

Date: 12th November 2019

Bexley Directorate September & October 2019 Highlights

How are we doing?

Key areas of concern… Increasing our staffing capacity to address issues arising through PEG.Priority actions… To increase patient feedback response rates. To implement new complaint investigation allocation process.

Main areas of positive feedback… Complaint Investigations: Jo Cook, PEG Lead has proposed a new complaint investigation allocation process using ‘taxi rank’ systems for community and mental health and building in the benefits of support provided recently by Kate Williams who is temporarily seconded to Bexley Care. Comments have been received and the proposal is currently being amended in light of these.

Compliments: We are trialling a new standardised letter to ensure that everyone named in a compliment receives acknowledgement of that from the Clinical Director.

Learning from complaints: Kate Williams, Senior Management Support, has reduced our un-outcomed actions on datix from 56 to 7.

Patient feedback and SNET completion rates: The Patient Experience team have been visiting teams to support with increasing response rates. Ariane Zegarra is starting to support with the SNET and Kate Williams is also offering some support for patient feedback.

Learning from patient feedback: Kate has circulated the You said, We did poster template to ensure teams are sharing learning from complaints and we have started to confirm review arrangements with teams.

Older People's Services in the Bexleyheath Centre

Bromley Directorate September & October 2019 Highlights

Main areas of positive feedback… Directorate SNET embedded learning event held: good attendance and

feedback. Meeting the target response time for complaint investigations to be

completed.

“The staff members were very helpful and caring for me. They provided necessary support for my wellbeing.”

Goddington Ward

“Poorandi is a very knowledgeable nurse, she answered all our questions and made us feel comfortable. We want to thank her for her excellent service.”

Bromley Memory Service Team

How are we doing?

Key areas of concern…

Plateau on level of patient experience feedback in some teams. Level of confidence that teams are utilising Patient Experience Feedback.

Priority actions…

Develop an action plan for how teams can increase volume of feedback frompatient experience.

Carers information/update

ResearchNet involved in Bromley carersprogram.

SNET continues to be an area of focus for theDirectorate.

You said, we did…..

You said…Staff have not understood trauma stabilisation. So we…. Taking a team based approached and a new program is being developed in ADAPT team to address this.

Greenwich Directorate September & October 2019 Highlights

Main areas of positive feedback… Qi project is working well and there has been positive feedback from

investigating officers. There continues to be a good number of responses for patient experience

feedback.

“The staff have a way of giving and helping people with their illness in a way that the person could benefit them and make them pull through what ever they are

experiencing.” Shrewsbury Ward

“Instant results with the condition of my leg. Very professional and caring most importantly listens to the patient.”

Complex Wound Care Team

How are we doing?

Key areas of concern… Meeting the target response time for complaint investigations to be

completed. Representation at the Directorate PEG needs widening to include more

teams. Level of confidence that teams are looking at Patient Experience Feedback.

Priority actions… Continue to work through the Qi project. Develop an action plan for how teams are addressing the feedback from

patient experience.

Carers information/update

Following the carers event in the summer,responsibility for arranging future updates forcarers has transferred to team level.

SNET continues to be an area of focus for theDirectorate.


You said…You wanted a signing book that enabled you [patient relative] to tick in and out if they were popping out. So we….Have put this into place.

You said…The serving of lunch should be changed to allow for a longer gap between breakfast and lunch. So we….Now serve breakfast between 8.00am and 09.00am with lunch served between 12.30pm and 13.30pm.

Children & Young People (CYP) Directorate September & October 2019 Highlights

Main areas of positive feedback… “Very helpful, taking all the time it needs to give advice. Very human, very social, very

gentle. “

“Very friendly and supportive staff in the clinic, they are able to answer my questions and reassure me.”

Bromley Health Visiting

“The service that we received is absolutely amazing. The ladies are very friendly, helpful and extremely accommodating to our needs….”

Greenwich Paediatric Continence

“Drop in clinic without the hassle of booking appointment. Team is fantastic.” Greenwich Physiotherapy

“Most helpful - Reminder about appointment, location, encouragement, friendly.” Greenwich Universal Children's Services (0-4 years)

“The people here listened and took me seriously and there was no pressure to

say anything.” Bexley CAMHS, Adolescent comment

How are we doing? Key areas of concern… Bromley Health Visiting Differing advice from one week to next re feeding and

weight. Waiting times at health advice sessions. An incorrect plotting of weight that was quickly corrected

but led to unnecessary anxiety for parent.

Greenwich Paediatric Continence There were no specific areas of concern identified however

it was noted that there was no feedback from thechildren/young people accessing the service.

Greenwich UCS (0-4 years) ‘Need a centre for HV in North Greenwich’.

Priority actions… Bromley Health Visiting To continue to encourage all staff to engage in obtaining and

encouraging client feedback. To continue to ensure that advice given is consistent and

evidence based.

Greenwich Paediatric Continence Feedback should be sought from the young people

themselves as well as their care givers.

Bexley CAMHS Recruitment of permanent staff to reduce waiting times and

increase continuity for YP and capacity of teams.

Further information The Universal Children’s Service 0-19 is out to tender (Four tenders submitted for the 0-4 age group and one tender for the 5-19 age group). The tender document has been submitted and outcome is expected.

Stickers for childrencompleting feedback arebeing trialled in waiting

areas. New SEE characters are used

on posters to engage withchildren

Forensics Directorate September & October 2019 Highlights

How are we doing?

Key areas of concern… Quality of food on the acute wards – still a concern for patients. Food survey

is being carried out by advocate and book note left by the survey forpatients on Heath to record meal experience comment.

Meeting the target response time for complaint investigations to becompleted.

Representation at the Directorate PEG needs widening to include moreteams.

Priority actions… Continue to work through the Qi project. Develop an action plan for how teams are addressing the feedback from

patient experience.

Carers information/update Following the carers event in the summer,

responsibility for arranging future updates forcarers has transferred to team level.

SNET continues to be an area of focus for theDirectorate


You said…You wanted a mini toiletry store within the Bracton. So we…. Now have a weekly store opening on Wednesdays selling some basic toiletries.

You said…You wanted a diverse opportunity in this year’s Black History Month celebration and we celebrated together. So we….Celebrated this together.

You said…You said you wanted to go to Imperial ward Museum . So we…. We facilitated trip this with OT.

Patients requested a trip to winter wonder land for

Christmas celebration on Heath ward and there are

plan in place to execute this trip.

Main areas of positive feedback… All patients were invited to join in the Black History Month celebration. An information session for family and friends group was well received. Had

positive feedback following the session on the 12th October. Bracton leaflet, co-produced by family and friends completed. Qi project is working well; positive feedback from investigating officers. Good number of responses for patient experience feedback. Recovery college prospectus for the whole year is now out and distributed.

“Well organised; good team that have helped me a lot. As soon as i came here I felt better.”

Crofton Ward

Adult Learning Disabilities (ALD) Directorate September & October 2019 Highlights

Main areas of positive feedback… “I like them at St Mary's…. I like J.Hart and Team very good. They see you quickly. They are approachable.”

Bexley CLDT “Its always good to talk. Therapy and medication can help with over coming mental health and OCD problems”.

Bromley CLDT “Prompt response, supportive, helpful. Referrals within team to different professionals as needed”.

Greenwich CLDT “It’s alright here”

Atlas House

How are we doing?

Key areas of concern… Signage at QMH - Taxis unable to pick up service users with mobility problems from ALD entrance due to lack of signage.

Environment at Market St is poor – not welcoming, un-therapeutic and at times unsuitable for vulnerable people.

Priority actions… Review of signage by Greenwich ResearchNet (Learning Disability)

Community LD awareness project is being developed in secondary schools.

SUE strategy is being developed as part of the overall ALD Directorate Strategy, and are exploring ways of co-producing this

Bromley ALD has now set up a ResearchNet, after consulting the well-

established Greenwich ALD ResearchNet. They are

planning projects on jobs and on loneliness.

Bexley Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 98%

90%

92%

94%

96%

98%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Bexley Community Health Services combined responses to FFT – April 2017 to October 2019

Mean = 76%

10%20%30%40%50%60%70%80%90%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Bexley Mental Health Inpatient Services combined responses to FFT – April 2017 to October 2019

Mean = 91%

60%65%70%75%80%85%90%95%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Bexley Mental Health Community Services combined responses to FFT – April 2017 to October 2019

Bromley Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 77%

30%

40%

50%

60%

70%

80%

90%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Bromley Mental Health Inpatient Services combined responses to FFT – April 2017 to October 2019

Mean = 91%

70%

75%

80%

85%

90%

95%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Bromley Mental Health Community Services combined responses to FFT – April 2017 to October 2019

Greenwich Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 93%

86%

88%

90%

92%

94%

96%

98%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Greenwich Community Health Services combined responses to FFT – April 2017 to October 2019

Mean = 73%

0%

20%

40%

60%

80%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Greenwich Mental Health Inpatient Services combined responses to FFT – April 2017 to October 2019

Mean = 86%

60%65%70%75%80%85%90%95%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Greenwich Mental Health Community Services combined responses to FFT – April 2017 to October 2019

ALD Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 81%

40%

50%

60%

70%

80%

90%

100%

Apr-

17

May

-17

Jun-

17

Jul-1

7

Aug-

17

Sep-

17

Oct

-17

Nov

-17

Dec-

17

Jan-

18

Feb-

18

Mar

-18

Apr-

18

May

-18

Jun-

18

Jul-1

8

Aug-

18

Sep-

18

Oct

-18

Nov

-18

Dec-

18

Jan-

19

Feb-

19

Mar

-19

Apr-

19

May

-19

Jun-

19

Jul-1

9

Aug-

19

Sep-

19

Oct

-19

ALD Services combined responses to FFT – April 2017 to October 2019

CYP Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 86%

30%

40%

50%

60%

70%

80%

90%

100%

May

-17

Jun-

17Ju

l-17

Aug-

17Se

p-17

Oct

-17

Nov

-17

Dec-

17Ja

n-18

Feb-

18M

ar-1

8Ap

r-18

May

-18

Jun-

18Ju

l-18

Aug-

18Se

p-18

Oct

-18

Nov

-18

Dec-

18Ja

n-19

Feb-

19M

ar-1

9Ap

r-19

May

-19

Jun-

19Ju

l-19

Aug-

19Se

p-19

Oct

-19

CAMHS Responses to FFT - April 2017 – October 2019

Mean = 92%

60%65%70%75%80%85%90%95%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Specialist Services Responses to FFT - April 2017 - October 2019

Mean = 96%

70%

75%

80%

85%

90%

95%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Universal Services Responses to FFT - April 2017 - October 2019

Forensics Patient Experience Responses Friends and Family Test

(P Chart)

Mean = 68%

0%

20%

40%

60%

80%

100%

Forensic Services combined responses to FFT – April 2017 to September 2019

Oxleas Trust Patient Experience Responses Enough Information Given

(P Chart)

Mean = 97%

90%

92%

94%

96%

98%

100%Ap

r-17

May

-17

Jun-

17Ju

l-17

Aug-

17Se

p-17

Oct

-17

Nov

-17

Dec-

17Ja

n-18

Feb-

18M

ar-1

8Ap

r-18

May

-18

Jun-

18Ju

l-18

Aug-

18Se

p-18

Oct

-18

Nov

-18

Dec-

18Ja

n-19

Feb-

19M

ar-1

9Ap

r-19

May

-19

Jun-

19Ju

l-19

Aug-

19Se

p-19

Oct

-19

Trust Wide combined responses to Have you been given information about the help you are getting?– April 2017 to October 2019

Oxleas Trust Patient Experience Responses Involved in Decisions

(P Chart)

Mean = 97%

90%

92%

94%

96%

98%

100%Ap

r-17

May

-17

Jun-

17Ju

l-17

Aug-

17Se

p-17

Oct

-17

Nov

-17

Dec-

17Ja

n-18

Feb-

18M

ar-1

8Ap

r-18

May

-18

Jun-

18Ju

l-18

Aug-

18Se

p-18

Oct

-18

Nov

-18

Dec-

18Ja

n-19

Feb-

19M

ar-1

9Ap

r-19

May

-19

Jun-

19Ju

l-19

Aug-

19Se

p-19

Oct

-19

Trust Wide combined responses to Do staff listen to you and make a plan with you?– April 2017 to October 2019

Oxleas Trust Patient Experience Responses Treated with Kindness and Care

(P Chart)

Mean = 99%

90%

92%

94%

96%

98%

100%

Apr-

17M

ay-1

7Ju

n-17

Jul-1

7Au

g-17

Sep-

17O

ct-1

7N

ov-1

7De

c-17

Jan-

18Fe

b-18

Mar

-18

Apr-

18M

ay-1

8Ju

n-18

Jul-1

8Au

g-18

Sep-

18O

ct-1

8N

ov-1

8De

c-18

Jan-

19Fe

b-19

Mar

-19

Apr-

19M

ay-1

9Ju

n-19

Jul-1

9Au

g-19

Sep-

19O

ct-1

9

Trust Wide combined responses to Have staff treated you with kindness and care? - April 2017 to October 2019

Oxleas Trust Patient Experience Responses Family/ Carer Involved in Care

(P Chart)

Mean = 95%

84%

86%

88%

90%

92%

94%

96%

98%

100%Ap

r-17

May

-17

Jun-

17Ju

l-17

Aug-

17Se

p-17

Oct

-17

Nov

-17

Dec-

17Ja

n-18

Feb-

18M

ar-1

8Ap

r-18

May

-18

Jun-

18Ju

l-18

Aug-

18Se

p-18

Oct

-18

Nov

-18

Dec-

18Ja

n-19

Feb-

19M

ar-1

9Ap

r-19

May

-19

Jun-

19Ju

l-19

Aug-

19Se

p-19

Oct

-19

Trust Wide combined responses to Were your family or carer involved in your care (if wanted)? - April 2017 to October 2019

Oxleas Trust Patient Experience Responses Service was Helpful

(P Chart)

Mean = 97%

90%

92%

94%

96%

98%

100%Ap

r-17

May

-17

Jun-

17Ju

l-17

Aug-

17Se

p-17

Oct

-17

Nov

-17

Dec-

17Ja

n-18

Feb-

18M

ar-1

8Ap

r-18

May

-18

Jun-

18Ju

l-18

Aug-

18Se

p-18

Oct

-18

Nov

-18

Dec-

18Ja

n-19

Feb-

19M

ar-1

9Ap

r-19

May

-19

Jun-

19Ju

l-19

Aug-

19Se

p-19

Oct

-19

Trust Wide combined responses to Do you feel better because of the help that you receive from this team? - April 2017 to October 2019

3. Response rates graph

90%

84%

67%

66%

82%

81%

86%

84%

77%

85%

80%

74%

70%

68%

76%

66%

66%

59%

67%

10%

16%

33%

34%

18%

19%

14%

16%

23%

15%

20%

26%

30%

32%

24%

34%

34%

41%

33%

Apr-18

May-18

Jun-18

Jul-18

Aug-18

Sep-18

Oct-18

Nov-18

Dec-18

Jan-19

Feb-19

Mar-19

Apr-19

May-19

Jun-19

Jul-19

Aug-19

Sep-19

Oct-19

Feedback Collection Methods

Paper responses Electronic responses

4. Feedback Collection Methods

Team/wardTotals

(16/17)Totals

(17/18)Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19

Totals (18/19)

Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-1919/20YTD

Schedule

Meadow View 101 30 4 10 9 13 4 2 8 19 17 6 13 10 115 26 20 17 17 20 12 19 131 Continuous (at discharge)

Complex Wound Care Team 27 32 1 2 4 2 8 5 6 8 3 10 2 8 59 5 0 10 5 23 5 11 59 Continuous (at discharge)Lymphoedema Team 8 16 8 22 54 TBCContinence Service 27 15 1 1 7 8 14 6 8 10 6 4 3 3 71 0 0 2 0 0 2 17 21 Continuous (all contacts) Diabetes 15 19 1 0 0 0 1 2 1 6 0 3 4 2 20 3 0 0 1 2 1 0 7 Continuous (at discharge)District Nursing - Barnard 0 22 0 4 11 9 9 9 12 6 5 9 10 5 89 10 0 11 10 11 10 10 62 Continuous (10 Patients per month)District Nursing - Bostall 12 6 2 3 1 1 8 0 10 2 10 0 8 3 48 11 8 0 1 3 11 8 42 Continuous (10 Patients per month)District Nursing - Colyers 11 21 0 10 10 0 7 1 0 0 10 14 12 8 72 5 3 6 4 4 3 5 30 Continuous (10 Patients per month)District Nursing - Erith 20 28 2 0 0 8 9 10 0 0 0 2 0 0 31 0 0 0 2 0 7 0 9 Continuous (10 Patients per month)District Nursing - Lodge Hill 0 25 5 1 2 0 0 3 1 10 0 2 2 4 30 13 26 0 7 4 0 36 86 Continuous (10 Patients per month)District Nursing - Oval 13 18 2 1 2 0 5 3 1 0 0 1 1 4 20 7 5 3 1 1 1 0 18 Continuous (10 Patients per month)District Nursing - Twilight/Nights 0 23 7 5 10 3 8 5 6 4 10 4 62 1 9 10 9 7 12 48 Continuous (10 Patients per month)Heart Failure Team 18 21 0 12 1 1 5 7 1 27 0 0 18 20 38 Apr (then every 3 months)Rapid Response 24 133 7 1 6 6 6 7 6 0 0 1 9 8 57 0 3 0 8 4 6 2 23 Continuous (at discharge/transfer)Respiratory Service 10 19 0 3 2 0 1 2 14 3 2 8 0 10 45 5 6 2 2 5 4 0 24 Continuous (first contact - intermittently for LT)

Cardiology Rehab Team 64 108 8 4 0 0 27 6 0 18 16 7 6 8 100 15 10 0 16 3 0 23 67 On discharge (on completion of the rehab programme)CHRT 288 203 8 17 8 7 9 13 20 10 7 11 5 12 127 8 0 11 13 10 9 11 62 Continuous (at discharge)MSK 1441 2055 235 223 253 232 237 253 275 144 193 381 273 253 2952 269 176 301 178 244 218 256 1642 Continuous (at discharge)Neuro Team 37 59 3 3 9 7 6 3 1 7 2 11 4 7 63 7 13 13 21 15 7 15 91 Continuous (at discharge)Podiatry Community 2 2 0 1 0 0 18 9 25 14 14 26 6 11 124 4 0 0 10 27 33 17 91 Continuous (at discharge)

Barefoot Lodge 8 19 0 0 1 6 0 1 0 2 6 0 2 2 20 0 0 6 0 1 1 1 9 Continuous (discharge/CPA/admission)Holbrook Ward 13 0 0 0 0 0 0 0 2 0 1 1 1 5 4 4 1 1 10 January (then every three months)Lesney Ward 35 188 20 10 16 11 6 0 21 18 18 10 11 24 165 19 20 12 18 13 4 7 93 Continuous (discharge/transfer/CPA)Millbrook Ward 116 98 3 10 7 7 17 6 11 13 5 20 8 15 122 14 10 7 8 13 9 12 73 Continuous (discharge/transfer/CPA)

Bexley ADAPT/PCP 18 143 0 2 17 3 4 0 10 4 29 8 0 0 77 5 1 14 3 3 0 15 41 Continuous (Third week of every month)Bexley ICMP 15 27 0 0 4 0 0 0 8 0 10 0 0 0 22 0 0 0 0 0 0 1 1 Continuous (Third week of every month)Bexley FCS 4 0 0 0 0 0 8 1 5 4 0 0 22 3 0 0 0 2 0 0 5 Continuous (Review/ Final Session)Day Treatment Team 14 41 2 2 0 1 1 1 3 3 3 3 5 1 25 4 1 8 2 0 4 3 22 Continuous (6 months & discharge)Early Intervention 15 32 2 1 1 2 8 0 0 1 0 0 0 8 23 4 0 2 0 2 6 1 15 Continuous (CPA, discharge and face to face)Home Treatment Team 110 186 7 13 30 2 29 36 37 22 15 22 17 20 250 11 3 33 22 24 29 38 160 Continuous (at discharge)Older Adults CMHT 44 5 0 24 2 1 1 16 44 1 1 5 2 1 1 0 11 Apr & Oct Older Adults Memory Service 103 16 0 1 24 1 1 2 32 1 1 2 65 9 4 2 3 18 Apr & Oct Bexley OPMH IHTT 24 19 1 1 2 2 2 2 1 5 4 6 6 5 37 14 1 4 5 6 4 5 39 Continuous (4 weeks into care)Greenwich OPMH IHTT 19 9 1 0 0 4 2 0 2 7 6 5 9 3 39 0 4 2 5 6 5 5 27 Continuous (4 weeks into care)Bromley OPMH IHTT 38 24 3 1 2 6 1 3 2 2 2 10 5 6 43 2 2 0 6 8 1 2 21 Continuous (4 weeks into care)

CMHRES 21 3 2 5 2 6 0 0 1 23 15 3 6 66 7 7 3 0 0 8 2 27 Continuous (CPA and Interim Contacts)ECT Team 10 5 5 0 3 0 3 0 0 2 0 0 0 1 14 2 0 0 0 2 0 0 4 Continuous (at discharge)rTMS 19 2 0 1 0 2 0 0 2 2 0 0 1 10 0 0 0 0 2 0 0 2 Continuous (at discharge)

Totals 2692 3691 339 337 425 390 477 393 504 399 421 602 436 454 5177 487 321 485 391 485 434 580 3183

MH - Acute Services

MH - Secondary Care Community Services

MH - Specialist Services

Bexley Patient Experience Feedback Response Numbers

CH - Community Inpatient Services

CH - Community Nursing Services

CH - Rehab & Therapy Services

5. Patient Experience Feedback Returns

Team/wardTotals

(16/17)Totals


Totals (18/19)


Schedule

Betts Ward 130 153 17 13 8 1 19 16 17 21 10 14 7 16 159 11 17 12 22 16 13 6 97 Continuous (Discharge/Transfer/Review)Goddington Ward 62 101 9 10 12 13 6 5 16 6 4 17 7 14 119 14 9 7 9 7 13 15 74 Continuous (Discharge/Transfer/Review)Norman Ward 107 52 3 10 15 0 8 10 6 6 7 8 10 10 93 14 12 4 11 12 6 11 70 Continuous (Discharge/Transfer/Review)Scadbury Ward 36 27 3 2 7 4 0 3 5 1 4 2 7 3 41 7 7 4 7 12 7 0 44 Continuous (Discharge/Transfer/Review)Mental Health Liaison Team 64 41 7 12 12 0 4 2 2 13 11 8 17 16 104 8 3 0 14 8 2 1 36 Continuous (Discharge)

Bromley East ADAPT 44 28 0 5 1 0 1 0 3 1 0 4 0 4 19 4 20 8 5 8 9 8 62 Continuous (Every appointment at team base)Bromley West ADAPT 6 14 0 0 1 0 3 5 0 1 1 4 0 0 15 0 0 2 0 0 1 1 4 Continuous (At final appointments)Bromley East ICMP 14 22 0 7 5 3 1 2 4 4 7 3 3 3 42 0 0 4 7 10 0 0 21 Continuous (Every appointment at team base)Bromley West ICMP 16 30 3 0 6 1 3 1 2 2 0 2 0 0 20 0 1 0 4 1 6 0 12 Continuous (for standard clients at 3 months review)Bromley PCP 13 30 1 1 0 0 0 1 0 0 0 0 1 0 4 15 8 12 2 32 27 25 121 ContinuousBromley West FCS 3 0 0 0 0 0 3 0 0 0 0 0 0 0 0 Continuous (Review/ Final Session)Bromley East FCS 3 1 0 0 0 4 0 0 0 0 0 0 0 0 Continuous (Review/ Final Session)Early Intervention 21 76 4 12 7 6 2 8 3 1 2 0 2 9 56 10 2 0 3 6 13 3 37 Continuous (At discharge/CPA)COMHAD 5 10 1 1 0 0 17 0 0 0 0 0 0 0 0 Continuous (1st contact and discharge)COMHAD Lived Experience Volunteers 3 3 TBCCrisis Resolution Home Treatment Services 118 67 4 3 6 0 11 2 6 12 2 4 5 6 61 8 2 10 17 5 6 5 53 Continuous (Discharge)Medicine Optimisation Service 64 58 3 5 9 2 6 3 6 8 4 4 5 3 58 8 5 4 9 3 4 5 38 Continuous (After initial assessment)Memory Service Team 193 259 17 34 47 52 45 32 33 36 17 30 16 30 389 29 34 25 32 22 9 35 186 Continuous (Post any appointment)Older Adults CMHT 89 66 2 17 9 14 12 16 15 7 14 2 1 11 120 6 19 7 3 2 12 15 64 Continuous (Monthly)

ASD/ADHD 1 5 11 13 3 9 42 9 2 8 2 4 2 3 30 Continuous (Discharge)CMHRES 23 0 3 0 1 0 0 1 13 0 10 1 2 31 3 2 3 5 3 10 4 30 Continuous (6 monthly at CPA)Bromley Perinatal Mental Health Team 45 65 0 0 11 2 8 8 6 4 3 6 0 7 55 0 4 5 4 4 6 5 28 Continuous (First assessment or before discharge)Bexley Perinatal Mental Health Team 0 2 0 0 1 0 3 Continuous (First assessment or before discharge)Greenwich Perinatal Mental Health Team 1 2 0 0 2 0 5 Continuous (First assessment or before discharge)Woman's Service 9 0 0 7 0 0 7 0 0 0 4 2 0 4 24 4 0 0 0 0 3 0 7 Upon completion of therapy

Totals 1031 1112 73 141 156 99 136 114 134 154 103 134 85 147 1476 150 148 119 156 155 152 145 1025

Bromley Patient Experience Feedback Response Numbers

MH - Acute Services

MH - Secondary Care Community Services

MH - Specialist Services

Team/ward Totals (16/17)

Totals (17/18)

Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Totals (18/19)

Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19 19/20YTD

Schedule

Eltham Community Beds 111 176 24 31 33 28 55 20 24 21 24 22 11 293 15 16 17 16 26 18 23 131 Continuous (at discharge)

Continence Service 29 20 6 1 9 14 8 5 12 9 2 14 10 7 97 3 1 0 0 0 12 14 30 Continuous – all contactsCOPD Team 10 159 0 1 57 1 0 3 1 0 36 21 2 3 125 3 4 54 5 0 0 0 66 Continuous (at discharge)COPD Diagnostic Service 67 12 5 13 1 35 10 21 18 9 9 6 27 166 5 2 14 15 8 13 15 72 Continuous (at discharge)CODP (Psychology) 1 2 0 0 0 0 1 0 0 3 0 2 0 8 7 0 1 3 3 0 6 20 Continuous (at discharge)COPD GRACE 0 6 5 4 0 0 1 16 12 5 4 0 4 5 30 Jan - Nov All face-to-face contacts (no sessions run 07/19)Heart Failure (Psychology) 0 2 2 2 2 0 0 0 8 2 0 0 1 2 0 2 7 Continuous (at discharge)Complex Wound Care Team 36 12 0 0 0 0 5 7 3 12 1 14 4 16 62 10 12 2 9 14 8 7 62 Continuous (20/month - TBA)Diabetes 25 26 1 2 1 4 9 3 2 17 22 46 57 66 230 31 18 22 10 10 14 16 121 Continuous (from Nov 2018 - All face-to-face contacts)Diabetes (Psychology) 16 11 12 39 7 2 7 4 0 14 0 34 Continuous (All face-to-face contacts)DN - Blackheath & Charlton 30 35 0 1 0 9 4 0 1 1 0 0 10 4 30 4 6 1 0 2 17 1 31 Continuous at discharge (Feb & Aug for long term patients)DN - Eltham South 12 20 3 8 0 2 3 5 4 5 5 3 2 2 42 11 31 3 2 10 6 0 63 Continuous at discharge (June & Dec for long term patients)DN - Eltham North 4 10 0 10 0 0 0 0 0 11 0 4 2 0 27 0 14 3 1 5 0 5 28 Continuous at discharge (Nov & May for long term patients)DN - Excel 11 10 0 0 2 2 0 0 0 0 0 1 1 5 11 8 9 3 2 6 0 8 36 Continuous at discharge (Apr & Oct for long term patients)DN - Network 20 10 1 0 0 0 1 0 0 0 0 14 4 30 50 44 32 14 13 18 20 16 157 Continuous at discharge (Mar & Sept for long term patients)DN - Twilight/Nights 0 7 1 0 0 0 0 0 0 8 0 0 1 10 4 0 8 1 0 1 6 20 Continuous at discharge (Jan & Jul for long term patients)Heart Failure Team 25 29 2 1 2 0 8 1 1 0 4 0 19 0 0 14 28 42 Apr (then every 3 months)Pulmonary Rehab 19 62 4 3 5 3 4 0 3 8 0 4 4 7 45 3 10 2 2 2 1 4 24 Continuous (on discharge from rehab)Joint Emergency Team 422 783 78 28 59 48 70 54 50 48 12 41 24 11 523 20 0 27 0 0 0 78 125 Continuous (All face-to-face contacts)Greenwich Tuberculosis 45 88 38 35 73 1 21 9 13 34 3 81 April & OctBexley Tuberculosis 45 4 9 5 14 28 1 9 18 0 56 May & Nov

Cardiology Rehab Team 74 86 4 6 0 0 23 5 0 22 9 8 4 24 105 18 9 0 23 15 0 15 80 ContinuousCAR Greenwich Team 465 302 11 16 13 17 17 15 29 10 10 21 2 8 169 7 3 4 18 21 1 12 66 Continuous (at discharge)CAR Exercise Class 7 6 12 2 7 34 5 4 7 15 12 5 8 56 Continuous (at discharge)CAR Community Care Plus 1 3 8 12 4 6 7 11 6 4 8 46 Continuous (at discharge)Community Podiatry 284 262 36 39 27 53 26 29 35 5 72 30 83 435 34 91 34 109 126 115 46 555 March, June, September and DecemberESD / Neuro team 53 60 14 18 13 5 10 3 7 2 1 9 2 8 92 2 4 9 10 3 13 10 51 Continuous (at discharge)MSK 329 662 92 32 84 64 133 78 50 25 56 202 30 75 921 21 61 8 70 38 67 31 296 Continuous (All face-to-face contacts)

Adult Dietetics 74 111 4 0 2 8 1 8 19 16 6 10 9 18 101 10 4 24 8 8 2 6 62 Continuous – initial assessments (HEN 6 monthly)Greenwich Community Gynaecology 35 7 8 4 5 5 0 1 7 2 11 4 13 67 16 10 14 8 18 13 11 90 Continuous (All face-to-face contacts)Bexley Community Gynaecology 39 1 1 5 0 7 1 0 0 0 18 14 0 47 11 7 4 0 0 10 4 36 Continuous (all contacts) GSH Central (formerly CASH) 28 5195 609 668 519 562 761 557 503 531 323 896 549 492 6970 512 435 553 512 392 365 395 3164 Continuous (All face-to-face contacts)Bexley CASH 27 36 38 28 0 0 0 25 60 30 244 46 6 75 61 14 27 71 300 Continuous (all contacts) Podiatric Surgery 39 58 3 2 0 0 0 0 6 5 0 4 5 9 34 6 1 2 9 0 6 7 31 Continuous – all contactsPodiatric Nail Surgery 41 35 4 0 0 0 0 5 1 0 1 0 13 16 40 2 14 15 24 17 13 19 104 Continuous (all contacts) Wheelchair Services 13 10 7 1 27 4 39 2 0 2 Aug & Feb

Avery Ward 111 148 19 6 21 9 0 20 15 8 12 16 6 1 133 9 15 16 6 11 7 9 73 Continuous (at discharge/transfer/CPA)Maryon Ward 67 44 9 5 7 1 1 0 6 1 6 2 1 7 46 4 7 2 1 1 4 11 30 Continuous (at discharge/transfer/CPA)Shrewsbury Ward 65 12 0 9 11 4 0 0 7 3 0 0 0 5 39 2 3 3 0 5 7 18 38 Continuous (at discharge/transfer/CPA)Tarn Ward 76 45 4 5 4 5 0 5 3 6 3 1 1 2 39 3 5 3 8 7 8 8 42 Continuous (at discharge/transfer/CPA)Oaktree Lodge 11 34 9 12 0 11 4 0 9 45 0 10 0 10 Apr (then every 4 months)Shepherdleas Ward Team 39 23 0 0 3 5 0 5 0 2 0 2 0 0 17 4 1 4 1 2 5 5 22 Continuous (at discharge/transfer)Greenwich Liaison Service 4 6 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 Continuous (All face-to-face contacts)Mental Health Liaison Team 455 282 4 13 15 12 27 9 22 7 1 21 38 29 198 26 19 25 24 21 24 18 157 Continuous (All face-to-face contacts)

IAPT 425 313 36 11 50 45 18 101 25 66 0 74 7 66 499 0 105 78 19 0 0 294 496 Continuous (at discharge)

Day Treatment Team 49 40 1 3 3 1 1 1 1 1 0 2 6 2 22 0 0 1 1 2 Service ClosedSUN Group 0 TBCGreenwich Early Intervention 49 28 6 2 3 1 5 1 1 2 5 26 6 5 2 7 1 1 1 23 Continuous (admission, CPA and pre-discharge)COMHAD (Co-occurring Mental Health, Alcohol & Drugs) 0 0 TBCGreenwich East ADAPT 5 22 0 1 0 1 3 3 3 8 3 0 3 2 27 3 0 0 0 0 0 0 3 Continuous (All face-to-face contacts)Greenwich West ADAPT 17 2 1 1 0 4 2 0 1 1 1 0 0 0 11 4 0 0 0 0 0 0 4 Continuous (Pre CPA)Greenwich East ICMP 1 26 0 1 0 0 1 1 0 3 0 0 7 2 15 2 0 0 0 0 0 0 2 Continuous (All face-to-face contacts)Greenwich West ICMP 13 6 2 4 6 6 1 2 2 24 1 3 0 2 53 0 0 0 1 3 4 6 14 Continuous (Pre CPA)Greenwich PCP 11 20 0 1 0 0 0 0 2 0 2 0 3 2 10 1 2 9 3 52 11 14 92 Continuous (at discharge)FCS 1 0 1 0 9 4 15 6 11 8 8 6 10 7 56 Continuous (All face-to-face contacts)Home Treatment Team 145 211 20 0 2 0 0 42 4 6 5 13 11 58 161 7 0 0 0 2 1 0 10 Continuous (at discharge)Pre Admission Suite 37 24 28 52 Service ClosedMemory Clinic 26 4 1 4 1 2 4 4 1 17 0 1 0 1 Apr & OctOlder Adults CMHT 56 6 18 12 6 26 17 4 2 5 90 18 1 5 2 1 27 Apr & Oct

CMHRES 15 1 4 1 4 0 7 5 4 3 8 2 4 43 12 3 12 1 5 8 6 47 At CPA (6 monthly) and on dischargeOxleas Advanced Dementia 2 0 0 0 TBC

Totals 3871 9661 1049 970 1015 963 1256 1075 907 1061 582 1655 1014 1194 12704 993 1042 1113 1081 944 925 1278 7376

MH - Primary Care services

MH - Secondary care community services

MH - Specialist services

Greenwich Patient Experience Feedback Response Numbers

CH - Community inpatient services

CH - Community nursing services

CH - Rehab & Therapy services

CH - Specialist services

MH - Acute services

Team/wardTotals

(16/17)Totals


Totals (18/19)


Schedule

CAMHS Bexley - Acorns QMS 2 7 0 0 12 3 10 1 5 7 0 0 0 0 38 0 0 0 0 15 7 8 30 ContinuousCAMHS Bexley - OPD Memorial 35 88 0 0 51 51 102 33 17 20 0 0 0 0 274 1 0 5 5 0 0 0 11 ContinuousCAMHS Bromley Phoenix Centre 0 39 0 3 15 11 0 3 0 0 0 0 0 0 32 0 0 0 0 0 0 1 1 ContinuousCAMHS Bromley Stepping Stones 10 118 20 4 8 11 3 54 0 0 0 0 0 0 100 0 0 2 7 4 1 0 14 ContinuousCAMHS Greenwich - Highpoint House 90 737 87 93 43 67 75 97 51 1 0 0 0 0 514 0 0 3 0 0 0 0 3 ContinuousCAMHS DBT 0 0 5 5 Continuous (assessment, 6m review & discharge)CAMHS Crisis 0 0 0 0 Continuous (A&E or 7 Day Follow Up)CAMHS (CHI ESQ Only) 43 58 35 66 202 68 30 23 24 13 8 166 Continuous

HV Bromley 16 0 0 2 1 7 3 1 1 16 47 46 24 34 0 0 2 18 124 Continuous - every contactHV Orpington 40 9 0 32 0 0 2 2 0 85 4 18 7 2 0 12 5 48 Continuous - every contactHV Beckenham 11 8 6 4 2 2 8 0 21 62 19 19 24 0 1 7 17 87 Continuous - every contactHV Breastfeeding (Bromley) 0 0 0 0 0 0 1 0 1 0 0 0 1 3 Continuous - every contactCentral HV Team 16 20 0 0 0 0 1 1 0 4 1 0 1 3 11 9 3 0 1 4 7 2 26 Continuous - every contactEast HV Team 22 16 0 0 0 1 0 0 0 5 0 2 7 7 22 11 0 0 1 4 5 1 22 Continuous - every contactSouth HV Team 32 19 18 47 19 78 71 46 55 9 73 101 33 12 562 0 37 24 94 41 39 76 311 Continuous - every contactTewson HV Team 4 6 0 13 0 14 31 12 9 37 20 25 3 7 171 4 21 20 7 6 6 40 104 Continuous - every contactWest HV Team 71 55 0 0 0 3 10 0 6 8 6 21 1 11 66 3 3 0 1 4 11 21 43 Continuous - every contactHV Breastfeeding (Greenwich) 0 53 0 0 0 3 3 0 0 5 0 0 0 0 11 43 12 1 12 1 2 82 153 Continuous - group contactsCentral SN Team 0 6 3 6 1 0 0 0 0 0 20 0 4 34 2 8 7 47 1 2 67 Sept - JulyEast SN Team 0 71 0 54 80 0 0 8 0 0 14 0 0 156 0 0 0 0 0 0 0 Sept - JulySouth SN Team 0 22 0 3 5 0 49 0 8 0 3 4 5 7 84 3 0 0 0 0 2 5 Sept - JulyImmunisation Team 395 77 44 0 30 37 9 0 0 0 197 1 3 3 1 1 0 9 Sept, Jan - JunePaediatric Continence Service 2 2 9 21 14 43 87 Continuous (every booked appointment)Youth Health Advisor 1 1

Bexley CDC (All) 412 0 N/ABexley CDC - ADHD 23 93 1 0 0 2 9 7 4 14 0 1 13 27 78 51 42 100 40 271 69 125 698 Continuous - every contactBexley CDC - Audiology 0 16 1 0 0 3 0 0 0 0 0 0 0 0 4 0 3 0 0 0 0 33 36 Continuous - every contactBexley CDC - Autism (INDT) 1 2 0 0 0 3 0 2 1 0 0 0 2 10 4 0 18 19 38 38 104 221 Continuous - every contactBexley CDC - Community Paediatrics 21 25 3 0 0 3 5 1 2 0 0 11 4 2 31 16 5 31 0 25 0 5 82 Continuous - every contactBexley CDC - Nursing Team 4 14 4 4 4 2 2 3 8 0 0 1 0 3 31 0 3 1 1 3 5 8 21 Continuous - every contactBexley CDC - Occupational Therapy 1 3 4 1 0 7 1 0 19 0 0 0 1 4 37 0 0 0 0 22 0 10 32 Continuous - every contactBexley CDC - Physiotherapy 2 12 0 1 0 1 1 0 53 3 1 0 27 10 97 0 0 0 0 0 0 2 2 Continuous - every contactBexley CDC - SLT 140 200 67 3 0 1 2 0 3 153 0 0 1 25 255 82 1 1 0 0 6 59 149 Continuous - every contactBexley LAC 11 48 0 0 0 0 0 31 0 1 0 0 0 0 32 0 0 13 0 35 1 0 49 Continuous - every contactBluebell House 12 0 0 0 0 0 0 Jan & June – all contactsGreenwich CDC (All) 236 4 4 0 N/AGreenwich CDC - ADHD 112 11 14 4 6 5 1 0 24 27 15 20 11 15 142 17 19 19 20 8 12 21 116 Continuous - every contactGreenwich CDC - Audiology 1 17 2 0 2 0 0 0 5 1 1 0 1 0 12 1 8 0 0 0 1 1 11 Continuous - every contactGreenwich CDC - Autism (INDT) 8 4 0 3 1 0 3 9 5 2 1 9 3 40 1 1 2 2 0 2 1 9 Continuous - every contactGreenwich CDC - Community Paediatrics 80 11 5 4 4 5 1 0 33 24 11 0 5 17 109 11 0 0 4 0 0 33 48 Continuous - every contactGreenwich CDC - Dietetics 23 4 1 2 1 0 0 0 12 1 0 1 2 3 23 3 0 0 0 0 0 3 6 Continuous - every contactGreenwich CDC - Music Therapy 9 17 4 4 5 3 0 1 37 8 9 0 3 5 79 21 0 0 0 1 0 6 28 Continuous - every contactGreenwich CDC - Nursing Team 34 9 19 1 7 4 1 8 22 4 0 2 0 6 74 3 2 2 3 6 1 9 26 Continuous - every contactGreenwich CDC - Occupational Therapy 2 0 9 1 0 23 2 1 24 5 5 0 3 19 92 9 0 1 2 0 4 25 41 Continuous - every contactGreenwich CDC - Physiotherapy 37 19 10 4 7 55 14 6 43 3 3 0 3 70 218 8 2 0 1 2 11 31 55 Continuous - every contactGreenwich CDC - SLT 82 174 36 26 35 65 42 41 74 44 25 17 30 75 510 41 12 17 25 35 23 80 233 Continuous - every contactGreenwich LAC 49 94 0 0 0 2 22 13 3 2 4 1 21 25 93 3 0 11 18 0 0 14 46 Continuous - every contact

Totals 925 3076 391 322 324 505 478 407 586 401 184 253 189 399 4439 486 276 370 346 561 295 895 2334

CAMHS

Universal Services

Specialist Services

CYP Patient Experience Feedback Response Numbers

Team/wardTotals

(16/17)Totals


Totals (18/19)


Schedule

TOPS & Tall Trees 9 87 0 5 0 8 6 6 0 4 0 1 0 4 34 0 0 5 1 4 0 4 14 ContinuousAtlas House 16 51 2 0 1 3 0 0 3 0 0 0 0 0 9 0 0 0 2 3 1 2 8 Continuous (CPA and Discharge)Bexley CLDT 82 91 7 8 3 17 16 9 14 4 0 14 7 8 107 11 15 9 9 7 8 11 70 Continuous (30 per month)Bromley CLDT 57 141 10 6 12 11 15 8 11 5 0 8 9 8 103 5 9 8 5 6 9 5 47 Continuous (30 per month)Greenwich CLDT 90 64 16 4 14 10 10 7 12 7 0 10 10 13 113 9 6 12 14 6 12 59 Continuous (30 per month)LSEC Bromley College 17 17 0 Discharge from therapy

Totals 254 434 35 23 30 49 47 30 40 20 0 33 26 50 383 25 30 22 29 34 24 34 198

ALD Patient Experience Feedback Response Numbers

WardTotals

(16/17)Totals


Totals (18/19)


Schedule

Birchwood 18 27 2 0 13 3 11 13 7 49 8 9 17 Feb, May, Aug, NovBurgess 17 28 1 14 14 0 10 4 13 6 3 65 12 15 27 Feb, May, Aug, NovCPN Team / Community Outreach 27 35 13 3 32 0 9 57 8 0 8 Mar & SeptCrofton 15 7 10 0 11 10 0 7 8 46 0 5 0 11 16 Feb, May, Aug, NovDanson 29 24 3 1 4 1 5 2 13 9 38 13 12 25 Feb, May, Aug, NovGreenwood 22 14 6 14 3 12 8 4 12 9 4 5 5 82 3 3 10 2 18 12 8 56 Feb, May, Aug, NovHazelwood 20 30 12 15 1 12 10 10 60 9 12 21 Feb, May, Aug, NovHeath 26 27 1 13 1 6 8 1 5 35 12 0 12 Feb, May, Aug, NovJoydens 19 16 5 0 2 3 0 7 0 8 25 0 8 2 10 Feb, May, Aug, NovPsychology Therapies Team 16 5 1 2 12 1 2 30 1 49 32 1 33 June and DecemberALL BRACTON WARDS 19 19 0 TBC

Totals 209 213 22 49 101 13 90 18 36 69 39 19 55 14 525 43 57 16 2 74 14 19 225

Forensic Services Patient Experience Feedback Response Numbers

Prison Totals

(16/17)Totals


Totals (18/19)


Schedule

HMP Belmarsh 78 69 0 36 21 5 62 1 12 10 0 23 Dec, Mar, Jun, SepHMP YOI/Isis 80 146 15 0 4 0 12 0 46 77 0 0 0 Nov, Feb, May, AugHMP Thameside 0 127 21 0 40 0 0 61 64 73 113 0 250 Oct, Jan, Apr, JulHMP Maidstone 0 30 4 0 8 1 1 1 13 22 50 6 0 12 5 0 23 Nov, Jan, Mar, May, Jul, SepHMP Maidstone - Mental Health 11 6 17 Nov, Jan, Mar, May, Jul, SepHMP Rochester 31 242 22 18 0 17 11 28 23 34 0 16 0 6 175 19 0 2 21 4 0 1 47 ContinuousHMP Rochester - Mental Health 2 19 8 29 ContinuousHMP Elmley 1 51 25 0 5 3 1 9 9 6 3 1 62 11 1 7 2 3 24 Dec, Mar, Jun, SepHMP Swaleside 13 0 0 12 10 31 49 9 6 1 118 1 17 0 18 Jan, Apr, Jul, OctHMP Swaleside - Mental Health 8 0 8 Jan, Apr, Jul, OctHMP Standford Hill 0 0 0 0 0 0 0 0 2 2 Feb, May, Aug, NovHMP East Sutton Park 0 0 0 0 0 4 6 1 3 5 19 1 1 3 0 2 0 7 Dec, Feb, Apr, Jun, Aug, OctHMP East Sutton Park - Mental Health 2 0 2 Dec, Feb, Apr, Jun, Aug, OctYOI Cookham Wood 15 0 27 0 26 0 32 0 85 0 0 0 Apr, Jul, Oct, Jan

203 680 43 62 27 34 62 106 59 131 22 55 27 81 709 28 76 18 135 144 38 11 450

Greenwich

Totals

Kent

Prisons Patient Experience Feedback Response Numbers

6. NHS England FFT Comparisons6.1 Community Health

95% 96%96% 96%94% 93%

98%

93%92% 93%96%

92%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul-19 Aug-19

Community Health Friends & Family Test ScoresNational London Oxleas Trust Bexley Greenwich CYP

96% 95%96%90%91% 93%94% 95%

88% 92%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Community Inpatient ServicesNational London Oxleas Bexley Greenwich

96% 97%97% 97%98% 96%96% 96%99% 97%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Community Nursing ServicesNational London Oxleas Bexley Greenwich

97% 96%96% 95%98%93%

99%92%

98% 95%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Rehabilitation & Therapy ServicesNational London Oxleas Bexley Greenwich

96% 97%97% 98%90% 93%95% 92%89%

95%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Specialist ServicesNational London Oxleas Bexley Greenwich

95% 97%96% 96%96% 92%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Children & Family ServicesNational London Oxleas CYP

90% 89%87% 86%

81%

73%73%77%

87%91%

76%

67%

86%

97%

86%

75%

0%

60%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jul-19 Aug-19

Mental Health Friends & Family Test ScoresNational London Oxleas Trust Bexley Bromley Greenwich ALD CYP Forensics

6.2 Mental Health

94% 94%95% 96%

68%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Primary Care ServicesNational London Oxleas - Greenwich

84% 84%81% 80%70%

75%

53% 50%

79% 80%69%

83%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Acute ServicesNational London Oxleas Bexley Bromley Greenwich

90% 90%89% 86%91%

70%

89%96%

72%

85%

59%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Secondary Care Community ServicesNational London Oxleas Bexley Bromley Greenwich

86% 86%87% 88%86%75%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

CAMHSNational London Oxleas - CYP

92% 93%90% 92%83%

96%100%

73%

100%100%

80%86%

97%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Specialist ServicesNational London Oxleas Bexley Bromley Greenwich ALD

83% 83%89%

80%

0%

60%

0%10%20%30%40%50%60%70%80%90%

100%

Jul-19 Aug-19

Forensic ServicesNational London Oxleas - Forensics

7. Website comments

Oxleas website

NHS Choices

Care Opinion

Positive Negative Neutral / Information requests

Bexley 11 0 0 1 3 7 10 11 91%

Bromley 8 0 0 2 4 2 4 8 50%

Greenwich 21 1 0 9 6 7 21 22 95%

Children & Young People 20 0 0 2 5 13 20 20 100%

Forensic & Prisons 0 1 0 1 0 0 0 1 0%

Adult Learning Disability 1 0 0 0 0 1 0 1 0%

Total 61 2 0 15 18 30 55 63 87%

Unanswered comments:8

Website comments (April 2019 - October 2019)Comment Type:

Directorate

Total Comments Received

Total Comments with

a ResponseResponse %

Website:

Support Network Engagement Tool (SNET) Completion RatesSeptember 2018 – October 2019

52%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust Wide Mental Health and ALD SNET Completion Rates

Percentage 80% MH and ALD Target Median

Oxleas Mental Health and ALD services

combined reached 59% in October 2019

64%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

ALD Directorate: Overall SNET Completion Rates

Percentage 80% MH and ALD Target Median

ALD services combined reached

73% in October 2019

70%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Sep-18 Oct-18 Nov-18 Dec-18 Jan-19 Feb-19 Mar-19 Apr-19 May-19 Jun-19 Jul-19 Aug-19 Sep-19 Oct-19

Forensics: Combined SNET Completion Rates

Percentage 80% MH Target Median

Forensic services combined reached 84% in October 2019, meeting the Trust target for mental health

52%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Bromley Directorate: Combined SNET Completion Rates


Bromley Mental Health services combined

reached 60% in October 2019

58%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Bexley Directorate: Combined Mental Health Services SNET Completion Rates


Bexley MH services combined reached

64% in October 2019

41%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Greenwich Directorate: Combined Mental Health Services SNET Completion Rates


Greenwich MH services combined

reached 48% in October 2019

17%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Trust Wide Community Health SNET Completion Rates

Percentage 50% CH Target Median

Oxleas Community Health services


21%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Bexley Directorate: Community Health Services SNET Completion Rates


Bexley CH services


15%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Greenwich Directorate: Community Health Services Overall SNET Completion Rates


Greenwich CH services


1

Complaints, Compliments & PALS Report July - September (Quarter 2; 2019 - 2020)

Date: 12th November 2019 oxleas.nhs.uk

1

Complaints, Compliments and PALS Report July and September Quarter 2 2019 - 2020

1. Complaints and compliments received

There were 56 formal and 19 local complaints received during Quarter 2 2019. *Any text in italics are not included in the total figure and are yet to be validated.

Apr 19

May 19

Jun 19

Jul 19

Aug 19

Sep 19

Oct 19

Nov 19

Dec 19

Jan 20

Feb 20

Mar 20

Total

Formal 18 21 19 17 16 23 27 141 Formal LY 24 18 12 26 15 17 19 16 16 18 15 26 222

Local 11 9 13 9 4 6 5 57 Local LY 7 8 11 15 12 7 14 9 3 7 8 3 104

The below graph tracks the number of complaints received this year by month against last year.

The charts below compare the number of complaints and compliments receive by Directorate for Quarter 2 2019-2020.

COMPLAINTS COMPLIMENTS

2

The table below compares the total number of complaints received by all Directorates during Quarter 2 2019- 2020 by month.

The table below compares the total number of compliments received by all Directorates during Quarter 2 2019- 2020 by month.

Data below shows the number of complaints and compliments received measured against patient contacts/bed day’s figures for Quarter 2 as a percentage. * relates to Mental Health Contacts only **Data not currently available

Bexley Bromley Greenwich ALD CYP F&P Number of MH contacts/bed days Number of all contacts/bed days

18575* 42849

22561* 22561

27093* 45177

** **

8272* 16479

13509* **

Complaints received as a % Number of MH complaints

Complaints received as a % Number of all complaints

0.05%* 10*

0.03% 14

0.09%* 20*

0.09%* 20*

0.06%* 17*

0.06% 26

- 2

- 2

0.02% 2

0.03% 5

0.03%* 4*

- 8

Compliments received as a % Number of MH compliments

Compliments received as a % Number of all compliments

0.23%* 43*

0.31% 134

0.11%* 24*

0.11%* 24*

0.04%* 12*

0.24% 107

- 2

- 23

0.15%* 12*

0.44% 73

- -

- 1

2. Risk Rating

The data below shows the risk rating for each complaint received in during Quarter 2 2019-2020.

Qtr 2 Bexley Bromley Greenwich ALD CYP F&P Corp Total Low 0 1 1 0 0 2 0 4

Moderate 13 17 23 2 5 6 0 66

High 1 2 2 0 0 0 0 5

Significant 0 0 0 0 0 0 0 0

Total 14 20 26 2 5 8 0 75

3. Issues raised

Within the 75 complaints (56 - F and 19 - L) received during Quarter 2 a total of 242 issues were raised. A breakdown by subject and service is shown below. The highest subjects were 66 - Clinical Care covering issues such as failure to provide appropriate treatment, lack of support, products equipment 49 – Attitude and Behaviour, rudeness, inappropriate comments and lacking compassion, 44–Communication, covering issues such as lack of communication, failure to respond in a timely manner and unable to make contact, 22 –

Bexley Bromley Greenwich ALD CYP F&P Corporate Jul 19 5 3 11 0 3 4 0 Aug 19 4 6 5 1 2 2 0 Sept 19 5 11 10 1 0 2 0

Bexley Bromley Greenwich ALD CYP F&P Corporate Jul 19 40 12 26 15 42 0 0 Aug 19 38 3 70 8 6 0 0 Sept 19 56 9 11 0 25 1 0

3

Medication, lack of information on, failure to monitor and delay to medication and 14 - Admission and Discharge covering issues such as poor admission procedures, Discharge, sleep over/availability of beds

Quarter 2 April- June 2019-20

Bexl

ey C

are

Brom

ley

Gree

nwic

h

ALD

C&YP

F&P

Tota

l

Clinical Care 8 24 23 3 5 3 66 Attitude & Behaviour 2 18 17 0 4 8 49 Communication 9 12 15 1 5 2 44 Medication 3 8 6 0 0 5 22 Admission & Discharge 3 6 4 0 1 0 14 Environment 3 7 2 0 0 1 13 Records 3 2 3 0 2 0 10 Safety 1 7 2 0 0 0 10 Care Planning 0 1 2 0 0 0 3 Carers 0 2 1 0 0 0 3 Access & Waiting Times 0 1 1 0 0 0 2 Mental Health Act 0 0 2 0 0 0 2 Discrimination 1 0 0 0 0 0 1 Information 0 0 1 0 0 0 1 Service Issues 0 1 0 0 0 0 1 Social Care 0 1 0 0 0 0 1 Total 33 90 79 4 17 19 242

4. Protected CharacteristicsThe table below shows the demographics of the patients/service users/complainants against protectedcharacteristics for the 75 complaints received by the Trust during Quarter 2 2019 compared to the breakdownof the Trust caseload. (One complaint was made on behalf 2 patients so % is based on 76 contacts).

Characteristic % against complaints rec’d % against Trust caseload Ethnicity White or White British 51% 55% Black or Black British

13% 10% Asian or Asian British 4% 5% Mixed/Multiple Ethnic groups 1% 4% Other Ethnic Group 1% 4% Not stated 30% 23%

Age Under 18 8% 4% 18-24 8% 9% 25-34 25% 9% 35-44 5% 9% 45-54 17% 10% 55-64 12% 11% 65-74 4% 22% 75+ 12% 0% Not stated 9% 26%

Gender Male 49% 55% Female 51% 45%

Gender Identity Gender differs from that originally assigned at

0% 0%

Not stated 0% 0%

4

Disabilities Hearing Disability 1%

Awaiting data from informatics

Learning Disability 3% Mental Health Condition 33% Physical Disability 1% Visual Disability 0% Long Term Physical Health Condition 4% Not stated/No disability 58% Sexual orientation Bisexual 0%

Awaiting data from informatics

Gay man 0% Gay woman/Lesbian 1% Heterosexual/Straight 9% Other 0% Not stated 90%

5. Closed ComplaintsOf the 242 issues raised for Quarter 2, 178 issues have been investigated. There were 75 upheld/partly upheldissues, with the highest number relating to Clinical Care (21), Communication (20), and Attitude andBehaviour (8). The rest of the outcomes are as follows;

Quarter 2 2019-20 Upheld Partly upheld Indeterminate Not upheld Total Clinical Care 3 18 3 26 50 Attitude & Behaviour 1 7 12 17 37 Communication 9 11 0 16 36 Medication 2 1 0 11 14 Admission & Discharge 2 5 0 3 10 Environment 4 2 0 2 8 Records 2 1 0 3 6 Safety 1 0 1 3 5 Access & Waiting Times 2 0 0 0 2 Care Planning 0 1 0 1 2 Carers 0 1 0 1 2 Mental Health Act 0 0 0 2 2 Discrimination 0 1 0 0 1 Information 0 0 1 0 1 Service Issues 0 1 0 0 1 Social Care 0 0 1 0 1 Total 26 49 18 85 178

6. Complaint subject by staff groupOf the 75 complaints (242 issues) raised during Quarter 2 2019 the breakdown of subjects against staff groupsis as follows:

Quarter 2 2019-20 AHP Medical Nursing and Health Visiting Other Total

Clinical Care 6 15 21 24 66 Attitude & Behaviour 1 7 26 15 49 Communication 2 8 13 21 44 Medication 0 13 6 3 22

5

Admission & Discharge 2 4 0 8 14 Environment 0 0 3 10 13 Records 1 3 3 3 10 Safety 0 1 4 5 10 Care Planning 0 1 1 1 3 Carers 0 2 1 0 3 Access & Waiting Times 1 1 0 0 2 Mental Health Act 0 1 0 1 2 Discrimination 0 0 0 1 1 Information 0 0 0 1 1 Service Issues 0 0 0 1 1 Social Care 0 0 1 0 1 Total 13 56 79 94 242

The following are examples of the actions taken to ensure learning from complaints. Complaint about Bexley, Millbrook ward – 12286 Patent was inappropriately asked by a member of staff to assist in stopping another patient from absconding while outside. Learning: staff discussed protocols when escorting patients outside, including taking the walkabout phones with them, wearing of alarms. A local safe system of work for Millbrook should be produced to address issues of safety for staff and patients when faced with untoward incidents outside of Woodlands. A visual reminder put up in the office, to remind staff to take the phone and alarm when outside. Complaint about Bromley, Norman ward - 12499 Patient was discharged from the ward after 4 days. There was no communication with the relatives regarding discharge. Learning: Modern Matron to ensure that relatives are appropriately involved in discharge planning and that there is clarity about the availability and nature of post-discharge support. The Modern Matron will review the practice of communicating ward round outcomes to relatives, ensuring that a named individual is identified at the meeting to carry out this task of informing relatives. Complaint about Greenwich, Community Assessment and Rehabilitation Service - 12543 When the patient returned home from hospital, the physiotherapist was unreliable – cancelling at the last minute or not turning up at all. The investigation found that, due to cancelled appointments by staff and the difficulty in agreeing dates with the patient, there was a significant gap in treatment which should not have been the case, and is not in line with service expectations. Learning: The Team Manager will discuss with the team regarding procedures for rebooking cancelled appointments. All cancelled appointments must be rebooked within one week of cancellation, and if this is not possible with the usual allocated healthcare professional then it should be considered whether this needs to be reallocated. If a healthcare professional cancels more than one appointment, this must be discussed at supervision and reallocated if appropriate. The potential consequences of gaps in treatment will also be discussed with the team, for example increasing the potential for missing important information or identifying problems. Complaint about C&YP, School Nursing – 12245 Conflicting information was shared with the family regarding the Medi-Alert Book, Health Care Plan and the hospital’s Allergy Action Plan. Learning: Training to be rolled out to all school nurses to ensure that all have a clear understanding of the guidance, the purpose, indications and process for using each document, and that they are all able to

6

articulate this knowledge.

Complaint about Forensics and Prisons, HMP Thameside – 12055 An employee at HMP Thameside was assaulted by a prisoner but was refused treatment or any form of help by healthcare staff because he was not a prisoner. Our findings were that the healthcare members of staff that the employee approached were healthcare Support Workers, who ordinarily, would not be expected to provide care for such wounds due to the skill set / role expectations as they are not qualified nurses. However, they should have requested the support of senior nursing staff before deciding to direct employee to hospital.

Learning: The healthcare Support Workers should have requested the support of senior nursing staff before deciding to direct employee to hospital. This has been recommended to their line management as part of advisory discussions with them. We have also suggested to Serco that they have identified first aiders appointed to support staff in line with this.

7. Actions identifiedThe table below shows performance against outstanding actions identified from complaints due between 1April 2019 – 30 September 2019. Trust wide there were 105 actions identified of which 75 were completed(71%).

The figures below can only be based on those actions that have been uploaded to DatixWeb; the Directorates marked with * have a significant number of remedial actions identified following investigations that have not been uploaded to Datixweb. This means the reporting is not accurate and we risk not completing the actions and that further similar complaints could occur.

Target is: 90% and above and shows green, 85 -89 % Amber and 84% and below red.

*As at 6 November 2019

8. Complaints closed within timescaleOf the 75 complaints received during Quarter 2 2019, all but 12 complaints have been investigated and aresponse sent to the complainant. Target is: 80% and above is green, 75% - 79% is Amber and 74% and belowis red (to be completed within 30-working days). Where a * is shown there are still some complaintsawaiting completion of investigation and therefore the percentage shown is indicative at that date.

Month Apr 19

May 19

Jun 19

Jul 19

Aug 19

Sep 19

Oct 19

Nov 19

Dec 19

Jan 20

Feb 20

Mar 20*

Total

Trust wide 59% 67% 69% 69% 79%* 67%* No.

29 30 32 26 20* 29*(11)

No. resp in

17 20 22 18 15 12

No. of actions recorded on Datix

No. of actions completed

No. of actions outstanding % completed

No of outstanding actions not uploaded to

Datix * Bexley* 35 30 5 86% 9

Bromley 38 25 13 68% 0

Greenwich* 17 15 2 88% 125

ALD 0 0 0 0

C&YP* 4 4 4 100% 10

F&P* 6 1 5 17% 11

Corporate 0 0 0 0

7

Bexley

60% 83% 100% 80% 100% 100%* No.

10 6 5 5 4 5*(2)

No. resp in

6 5 5 4 4 3 Bromley 75% 60% 100% 100% 100% 83%* No.

8 5 4 3 6* 11*(5)

No. resp in

6 3 4 3 5 5 Greenwich

17% 50% 55% 45% 60% 43%* No.

6 12 11 11 5 10*(3)

No. resp in

1 6 6 5 3 3 ALD 0% 100%* No.

1 1*

No. resp in

0 - C&YP 100% 100% 100% 100% 100% No.

3 1 2 3 2

No. resp in

3 1 2 3 2 Forensic 50% 80% 38% 75% 50% 50% No.

2 5 8 4 2 2

No. resp in

1 4 3 3 1 1 Corporate 100% 100% No.

1 2

No. resp in

1 2

9. Ombudsman ReferralsDuring Quarter 2, there was 1 Ombudsman referral for Greenwich (Case 7577). This was in relation to thePre-assessment area in Oxleas House regarding aggression by staff in restraint, not being offeredrefreshments and property being taken but not recorded. There are currently 5 cases with theOmbudsman. Any cases received after this date will be reported in subsequent reports.

10. PALSThere were 891 contacts received by PALS from 1 July 2019 – 30 September 2019. 422 contacts werereceived in relation to non-Oxleas provided services at Queen Mary’s and Erith Hospitals, or other Trusts. Ofthe 469 contacts relating to Oxleas services, a total of 618 issues were raised. The breakdown of number ofcontacts by Directorate for Oxleas services is as follows:

1 July 2019 - 30 Sept 2019 Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Total Bexley Care 29 38 45 38 39 30 219

8

Bromley 42 37 31 39 28 25 202 Greenwich 63 53 40 63 40 36 295 F&P 5 5 5 6 8 6 35 ALD 1 1 0 0 1 1 4 C&YP 18 25 15 16 9 17 100 Corporate 19 23 13 13 27 27 122 Total 177 182 149 175 152 142 977

The top three service issues were 150 – Information, covering issues like; Appointments, Diagnosis, and Care and treatment, 88 – Clinical Care, covering issues Diagnosis, Lack of support, Leave, Failure to provide appropriate treatment and 36 - Access & Waiting Times, covering issues of Access and waiting times to services and cancelled appointments.

The graph below shows the top five subjects by Directorate.

The tables below show all issues raised through PALS, by Directorate month by month for 1 July 2019 – 30 September 2019:

July 2019 Bexley Care

Bromley Greenwich F&P C&YP Corporate Services

Total

Access & Waiting Times 3 1 6 2 3 0 15 Admission & Discharge 1 6 2 0 0 0 9 Attitude & Behaviour 2 3 1 1 1 0 8 Care Planning 0 6 4 1 2 0 13 Clinical Care 8 6 22 1 0 0 37 Communication 3 2 1 0 0 0 6 Compliment 1 0 0 0 0 0 1 Environment 1 0 4 0 0 0 5 Information 15 12 15 1 9 8 60 Medication 0 1 3 0 0 0 4 Mental Health Act 0 0 1 0 0 0 1 Records 0 0 1 0 0 5 6 Safety 1 0 0 0 0 0 1 Service Issues 2 0 2 0 1 0 5 Social Care 1 2 1 0 0 0 4 Total 38 39 63 6 16 13 175

August 2019 Bexley Bromley Greenwich F&P ALD C&YP Corporate Total

9

Care Services Access & Waiting Times 6 1 1 0 0 3 1 12 Admission & Discharge 2 1 5 0 0 0 0 8 Attitude & Behaviour 2 1 1 1 1 0 1 7 Care Planning 3 0 4 0 0 0 1 8 Clinical Care 6 12 8 1 0 1 2 30 Communication 3 0 1 1 0 0 2 7 Compliment 0 0 0 0 0 0 0 0 Environment 1 2 0 0 0 1 5 9 Information 12 5 12 0 0 4 7 40 Medication 1 1 5 4 0 0 0 11 Mental Health Act 1 1 0 0 0 0 0 2 Records 1 0 1 0 0 0 6 8 Safety 1 0 2 1 0 0 0 4 Service Issues 0 3 0 0 0 0 0 3 Social Care 0 1 0 0 0 0 2 3 Total 39 28 40 8 1 9 27 152

September 2019 Bexley Care

Bromley Greenwich F&P ALD C&YP Corporate Services

Total

Access & Waiting Times 1 3 3 0 0 2 0 9 Admission & Discharge 2 1 1 0 0 2 0 6 Attitude & Behaviour 2 2 1 0 0 1 2 8 Care Planning 2 1 2 0 0 0 0 5 Carers 0 0 1 0 0 0 0 1 Clinical Care 6 4 7 1 0 2 1 21 Communication 5 1 1 0 0 3 1 11 Compliment 0 0 0 0 0 0 0 0 Environment 2 0 1 0 0 0 0 3 Information 9 12 13 0 1 6 9 50 Medication 0 0 0 1 0 0 0 1 Records 0 1 2 0 0 0 8 11 Safety 0 0 0 4 0 0 0 4 Service Issues 1 0 1 0 0 1 0 3 Social Care 0 0 3 0 0 0 6 9 Total 30 25 36 6 1 17 27 142

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