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Page 1 of 7
Integrated Corporate Performance Report
May 2017
Page 2 of 7
Integrated Corporate Performance Report
Introduction 1.
Following a request from the Trust Board, the format of the monthly Integrated Corporate 1.1.
Performance Report (ICPR) has been reviewed. This review has been completed with the assistance and input of Non-Executive Director representatives and other key stakeholders within the organisation. The proposed new style report encompassing the recommendations made is enclosed for review and comment.
The proposed new format of the ICPR includes: 1.2.
An Executive Summary limited wherever possible to four pages;
A RAG rating Dashboard providing an ‘at a glance’ overview of the key metrics;
A new Information Pack providing all of the key data and graphics detailing performance against the targets and KPIs identified by the Trust.
The Executive Summary highlights the key areas of note and interest to the Trust Board. It 1.3.
is intended that this will include details of any areas of significant exception where the Trust is either ‘off plan’ or below target, together with the key actions that are being taken to address the under-performance.
The Dashboard summarises the RAG ratings of the key metrics monitored by the Trust. In 1.4.
order to promote consistency these are ordered according to the key headings contained within the A&E (999) Operating Plan for 2017/18. The headings are as follows:
Clinical Quality and Patient Care;
Our People;
Operational Resources;
Productivity;
Performance;
Finance and Use of Resources and;
Activity.
The new Information Pack is a comprehensive data set which includes graphs and tables 1.5.
covering the full list of KPIs and metrics monitored by the Trust. It is intended that this will improve the efficiency of collecting and reporting information on a monthly basis and will also provide a clearer overview of the data available to the Trust Board and to members of the public that access the ICPR on line. Further, the Information Pack can be used by managers of the Trust to assist in preparing for meetings, managing performance within their area and compiling reports as appropriate.
Additional metrics will be added to the ICPR during 2017/18 including information in respect 1.6.
of Training Compliance and Infection Prevention and Control.
Page 3 of 7
A&E (999) Performance 2.
Incidents are 1.9% below contract in May 2017. When compared against the same period 2.1.
last year (May 2016) incidents are 0.24% higher.
The Trust is participating in the Ambulance Response Programme (ARP) trial which aims to 2.2.
improve response times to critically ill patients, making sure the best response is sent to each patient the first time with the appropriate degree of urgency. The ARP is at the end of its testing phase however it has been recommended that ambulance services continue to operate under ARP conditions until a national decision is made on full implementation. This is expected imminently.
The Sheffield School of Health and Related Research (ScHaRR) has prepared an 2.3.
evaluation report on ARP which is currently being considered by NHS England. More information from NHS England about the ARP trial can be found on their website: https://www.england.nhs.uk/ourwork/qual-clin-lead/arp/
The average response time for Category 1 (life threatening) incidents in May 2017 was 7.3 2.4.
minutes, with a 90th percentile response time of 12.9 minutes across the Trust. Of the 3,982 Category 1 incidents within the month 2,769 incidents (69.54%) received a response within 8 minutes.
The average Category 1 incident response times across the Trust continue to show 2.5.
expected variation, with the longest average response times in Cornwall (8.4 minutes) compared to the shortest time of 6.3 minutes in the more urban areas of Bristol and Swindon.
Following a review of the Trusts operational resources by ORH Ltd, Category 2 response 2.6.
times have been identified as the most challenging area for the Trust to deliver. The new rotas will improve the alignment of available resources to demand and will deliver a stepped improvement when they are all introduced and resourced across the Trust. The current average response time of 24.2 minutes (May 2017) and 90th percentile response time of 50.9 minutes are therefore where the Trust would expect the most significant improvement as a result of the rota and associated resource changes.
The North Division has already introduced their new rotas. Revised rotas for the East and 2.7.
West Divisions will go live at the beginning of July 2017. The full benefit of the rota changes across all the Divisions will only be fully realised when the recruitment plans deliver the required establishment levels within each of the operational areas to fill current vacancies within the rota patterns. In the interim the Trust is filling vacant shifts using overtime, bank shifts, available relief shifts and third party private resources where appropriate with the aim of delivering ‘core’ (100%) resourcing levels on a daily basis.
The Trust has identified the need to improve 999 call answering performance. In recent 2.8.
months the ‘Time to Answer Calls’ metric within the Ambulance Quality Indicators and the ‘Call Abandonment’ metric have shown some deterioration in performance, with 1.83% of calls abandoned in May 2017 compared to a local threshold of 1.50%.
Page 4 of 7
AQI Metric Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17 Mar-17 Apr-17 May-17
50th
Percentile 2 2 2 3 2 2 2 2 2 2 2 2
95th
Percentile 66 84 74 74 75 26 61 39 26 47 55 64
99th
Percentile 129 140 143 159 157 80 135 95 76 102 114 144
Call advisor numbers in the Clinical Hub are currently below the funded establishment level 2.9.
and the Trust is undertaking an intense recruitment and associated training campaign to deliver the additional headcount required to fill the current vacancies. There is an ongoing challenge within the 999 telephony centre to meet the high levels of staff turnover (21.85% for the 12 months to May 2017). Call advisors within the Clinical Hub work in a stressful environment due to the nature of the calls they receive and they have a highly transferable skill set within the call centre market. Clinical Hub staff are therefore regularly leaving the service to work within the private sector for higher salaries and remuneration packages.
Recruitment of new call taking staff within the Clinical Hub has been successful and the new 2.10.
fully trained staff are expected to come out of their training courses and be added to call answering rotas by July 2017 bringing the Hub to its funded establishment levels. A business case for additional call advisors to increase the resilience within the Clinical Hub to manage peaks in demand was also presented to the Senior Leadership Team for consideration on 13 June 2017.
As well as the recruitment plans for 2017/18, the Trust is also looking at ways to improve 2.11.
staff retention levels both within the Clinical Hub and within the ambulance service as a whole in an attempt to reduce the current high levels of turnover reported, particularly within the telephony centres across the Trust.
Clinical cover within the Clinical Hub is also being reviewed and revised rota patterns for the 2.12.
Clinical staff are being discussed with Working Time Solutions to identify possible options during June 2017.
The current pressures within the Clinical Hubs regarding resourcing are also seen as a 2.13.
contributory factor to the higher levels of sickness reported within this area of the Trust.
Ambulance Clinical Quality Indicators 3.
The Trust is currently below (worse than) the local thresholds on a number of the 3.1.
Ambulance Clinical Quality Indicators (ACQI). Performance for these metrics is reported on a different timeline to other data included within this report, with data captured retrospectively due to the nature of the metrics covered. Data within this report includes performance up to and including January 2017.
ACQI – Outcome from Cardiac Arrest – Return of Spontaneous Circulation (ROSC) The Research, Audit and Quality Improvement Team have completed the introduction of the 3.2.
Cardiac Arrest checklist, in line with our stated aims in the Cardiac Arrest Indicator as set out in the Trust Quality Account. Cardiac arrest is one of the Medical Directorate priority
Page 5 of 7
plans for 2017/18, with a comprehensive action plan and dedicated management lead. The overall aim is to improve survival to discharge and therefore ROSC.
ACQI – Acute STEMI – Patients Receiving Primary Angioplasty within 150 minutes and ACQI – Outcome from Stroke for Ambulance Patients – Patients Receiving Thrombolysis at a Hyper-acute Centre within 60 minutes
The Clinical Quality Improvement Team delivered the ‘RAPID’ initiative, collaboratively 3.3.
working with the Operations Directorate. The project has now concluded, and resulted in a 7% improvement in the number of patients achieving the target. The RAPID metric is now part of the new KPI Performance Scorecard for Operational Managers which was launched for testing by senior managers in May 2017.
ACQI – Outcome from Acute STEMI – Patients Receiving Appropriate Care Bundle Feedback from the Quality Improvement collaborative work with internal stakeholders 3.4.
indicates that the decrease in pain scoring may be due in part to the lack of familiarity with how to record this on the electronic patient record. The next ECS release will include a change to make AQI Care Bundle fields mandatory, which will ensure that performance against the metric immediately increases.
ACQI – Outcome from Cardiac Arrest – Survival to Discharge The Clinical Quality Improvement Team has initiated a programme of Quality Improvement 3.5.
work aiming to improve the Trust performance against this metric, as detailed under the ROSC indicator.
GP Out of Hours Service Performance (GP OOH) 4.
The Gloucestershire GP OOH service transferred to a new provider on 1 June 2017 and 4.1.
therefore the information contained within this report will be the final figures for this service.
The Quality Requirements relating to Urgent Treatment Centre appointments and Urgent 4.2.
Home Visits remain the greatest challenge for the Dorset GP OOH service. The Trust has not been able to deliver these standards consistently.
In May 2017 the Dorset GP OOH service was partially compliant against the Urgent 4.3.
Treatment Centre appointment standard (93.3% compared to the target of 95%). The Trust is missing the target by 2 to 3 urgent cases per week of which the majority are ‘missed’ at the weekend. Operational Managers are undertaking a review of resources at the treatment centres to identify any improvements to performance that can be delivered within the current available funding.
The Trust was non-compliant for Urgent Home Visits May 2017 with 296 of the 338 visits 4.4.
completed within the 2 hour urgent target (87.6% compared to the target of 95%). Whilst it is acknowledged that home visits are more difficult to target in view of the large geographical spread of a relatively low number of urgent incidents, operational managers are undertaking a review of historic activity and activity profile to review the alignment of available mobile resources. The report summarising the findings of this review is expected to be presented to Directors at the end of June 2017 and a summary of the identified actions will be included within the June 2017 Integrated Corporate Performance Report.
Page 6 of 7
Following the transfer of the Gloucestershire GP OOH service to a new provider the Staff 4.5.
Appraisal figures will be reviewed and re-calculated for the next ICPR to reflect the staff remaining in Dorset. The revised appraisal rate will be confirmed and local managers will be asked to confirm their plans to prioritise any member of staff who has not had an appraisal within the last 12 months.
NHS 111 Performance 5.
NHS 111 Call Answering performance during May 2017 was below the national target 5.1.
levels, with 83.44% of calls answered in 60 seconds in Dorset and 81.08% in Cornwall.
Whilst performance remains below the target levels, call answering is now more consistent 5.2.
across both services and is delivered above 80% on a weekly basis. The shortfall in current performance is attributed to vacancies within both the full and part time rota patterns within both contracts and these vacancies are being targeted with through recruitment.
The most difficult periods are weekends and Bank Holidays when call volumes have very 5.3.
short periods of high demand. The Trust has targeted recruitment of part-time staff to work specifically during these periods but high levels of turnover within this staff group remain of concern. Staff turnover rates of 38% have been reported for the past 12 months.
To recruit and train an NHS Pathways Call Advisor is currently an 6 to 8 week process 5.4.
(depending on whether the course is full or part time) and therefore maintaining the required recruitment campaign to meet this level of staff attrition is a challenge within the Trust, increased by the requirement for these new starters to work within very specific time periods to meet the peak demands within the service.
Encouragingly the Trust regularly reports weekday performance above 95%in both Dorset 5.5.
and Cornwall and call abandonment rates are now consistently below the target level of 5% each month.
Urgent Care Centre (Tiverton) Performance 6.
The primary performance measure within the contract is the 4 hour waiting time standard 6.1.
(this is the same target for acute trust Emergency Departments). In May 2017, 1,376 of the 1,385 patients were seen within 4 hours giving performance of 99.35% against 95% performance target. This performance above target levels has been delivered consistently along with a local standard to triage patients within 15 minutes. In May 2017, 98.81% of patients were triaged in 15 minutes.
Finance and Use of Resources 7.
NHSI introduced the Single Oversight Framework from 1 October 2016 and the Trust is 7.1.
assessed against the Use of Resource Metric which replaced the Financial Sustainability Risk Rating. Under the Use of Resource Metric the best score is 1 and the worse score is 4. As the Trust has not accepted its control total for 2017/18 the highest score the Trust can achieve is a 2.
Page 7 of 7
The Trust delivered a Use of Resource Metric of 2 at the end of May 2017. The score of 2 is 7.2.
based on the Trust delivering against the control total derived by NHS Improvement from the Trust financial plan.
The financial information is based on the second month of the financial year and includes 7.3.
the actual and year end forecast position for the Trust against the 2017/18 Financial Plan:
The Trust delivered a breakeven position at the end of May 2017, this position includes an under spend on basic pay relating to vacancies which has been offset by the use of overtime, agency and third parties;
The annual Cost Improvement target for 2017/18 is £10,466k and the Trust is forecasting delivery;
The Capital Plan for 2017/18 is £13,381k. The month two position shows an actual position of £2,542k compared to a plan of £2,646k (96%);
The Trust cash position at the end of May 2017 is £23,187k;
The Trust has been set an annual agency spend cap of £9,900k by NHS Improvement. The Trust year to date agency spend is £59k.
Page 1 of 1
Appendix A: ICPR Dashboard – May 2017
Clinical Quality & Patient Care Our People Operational Resources Productivity Performance Finance & Use of Resources Activity
AQI ROSC following Cardiac Arrest is above (better than) the local threshold (all patients and the Utstein Comparator Group).
AQI Re-Contact rates below (better than) the local threshold for incidents closed following treatment at scene and for incidents closed with telephone advice.
AQI Calls Closed with Telephone Advice is above (better than) the local threshold.
Establishment Levels are in line with the A&E Operating Plan forecast.
The forecast is being refreshed for end Q1 to account for an improving position. This will include the acceleration of ECA recruitment in the North.
Graduate Recruitment for 2017/18 has been more successful than planned, with 121 successful applicants to date (25 West, 41 North, 55 East) and a further 22 currently in assessment.
New Operational Rotas were implemented in the North Division from 3 April 2017.
East and West Division rotas are on schedule to be implemented at the beginning of July 2017 in line with the A&E Operating Plan.
A&E Frontline Sickness is showing an overall improvement compared to last year and is below the 5% target.
Hear & Treat Rates are above (better than) AQI local threshold levels.
Further improvements are expected as a result of improved Clinician cover in the Clinical Hubs from Q2 onwards as part of the A&E Operational Plan.
ARP response protocols have reduced the average number of resources arriving at scene per incident.
The new online KPI Scorecard for Operational Managers was launched at the end of May 2017 and will be rolled out to the Heads of Operations during June 2017 for testing and feedback.
NHS 111 Call Abandonment rates were lower (better) than the 5% target level.
Tiverton Urgent Care Centre continues to performance better than 95% for the 4 hour A&E standard and 15 minute triage metrics.
Financial year-end forecast at the end of May 2017 remains in line with Trust financial plans.
CIP plans remain on target at the end of May 2017.
Capital Expenditure is on plan at the end of May 2017.
The GP Out of Hours contract for Gloucestershire was transferred successfully to the new provider on 1 June 2017.
A&E incidents were 1.91% below contract in May 2017.
The YTD position is 1.60% below contract.
Compared to the same month last year activity was 0.24% higher.
AQI Calls Managed without Conveyance to an Emergency Department is above (worse than) the local threshold but SWASFT is currently the best performing ambulance trust in England against this metric.
Right Care: Non-Conveyance to ED is below 2016/17 outturn levels however the Trust continues to report the highest (best) non conveyance rates amongst ambulance trusts in England for the current AQI metrics.
Training data will be incorporated into future reports to identify progress against the Trust Training Plans for 2017/18.
The Training Plan for 2017/18 has been agreed; the headlines are set out within the A&E Operating Plan and this is what will be used for monitoring purposes.
Consultation within the East and West Divisions has resulted in some changes to the rota recommendations.
The Trust is currently awaiting outputs from ORH modelling to identify the extent of the impact of these changes on performance.
The expectation remains that the Divisions ‘make up’ any performance deficit arising as a result of changing rotas away from the recommendations.
All ORH resource modelling will be subject to a ‘refresh’ at the end of Q1 of 2017/18.
On Scene times and Wrap Up time improvements are expected as per the A&E Operating Plan for 2017/18.
New performance management reports were introduced in March 2017 to assist local operational managers in benchmarking performance, identifying best practice and identifying individual outliers.
Performance within this report is provided against the expected AQI performance metrics under ARP. These metrics are subject to confirmation within the national AQI Guidance documentation expected during Q1 of 2017/18.
ORH resource modelling has identified the challenge to deliver performance metrics for Category 2 incidents.
Out of Hours Service performance in Dorset for Urgent Home Visits and Urgent Treatment Centre Appointments were partially compliant in May 2017.
Resource profiles in the East and West Divisions are based on historic activity volumes and profiles and therefore resource profiles will not be at their optimum level (and meeting demand) until the rota changes have been completed at the beginning of July.
Until this time there is a ‘miss-match’.
AQI STEMI PPCI patients receiving angioplasty within 150 minutes is below (worse than) the local threshold.
AQI Stroke patients receiving thrombolysis at hyper-acute centre within 60 minutes is below (worse than) the local threshold.
AQI STEMI patients receiving an appropriate care bundle is below the local threshold.
AQI Stroke patients (assessed face to face) receiving an appropriate care bundle is below local threshold.
AQI Cardiac Arrest Survival to Discharge rate is below local threshold (all patients and the Utstein Comparator Group).
Appraisals are below the Trust target level of 85%.
The GP Out of Hour’s service is identified in this Report as an outlier against this metric. This position will be reviewed following the transfer of the Gloucestershire contract to new providers at the end of May 2017.
The current under establishment (in line with forecast) in the North is impacting on the ability to deliver consistent resourcing to meet the new rota schedules in full on a daily basis.
Performance is based on a 98% minimum rota fill.
Mitigation includes overtime, agency and third party use until recruitment fills vacancies.
Sickness levels in the A&E Clinical Hubs and in the West Division are identified as exceptions in this Report. This is a priority area to be addressed due to the direct impact on available resource hours.
Handover Delays, whilst showing improvements compared to the same period last year, remain high and impact directly on the number of resources available.
Improvement plans and trajectories are being discussed locally by Operational Managers with each hospital during Q1 of 2017/18.
Each STP is inserting a specific target around handover delays over 15 minutes within their plans. This will be closely monitored by the Trust going forward.
The Director of Operations will be changing the SOP escalation arrangements.
Category 1 performance (% of responses within 8 minutes) was below the 75% target in May 2017. Implementation of the revised rota patterns across all 3 Divisions is a key enabler required to deliver improvements in response times during 2017/18.
AQI Call Abandonment and Time to Answer Call metrics were above local thresholds in May 2017. Improvements in call answering performance is anticipated from July 2017 onwards.
NHS 111 Call Answering performance in May 2017 was below national performance targets.
There is considerable variation is CCG activity levels.
North Somerset CCG is 2.94% above contract in the first two months of the year.
The other two CCGs with activity above plan are Wiltshire (0.91%) and Bristol (0.07%).
At the other end of the scale Somerset CCG is 5.47% below contract Dorset is 4.17% below.
Appendix B:
Integrated Corporate Performance Report
Information Pack
May 2017
Integrated Corporate Performance Report - April 2017 1
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
7,690 3,708 3,982
5,411 2,642 2,769
75.0% 70.36% 71.25% 69.54%
75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00% 75.00%
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
77.03% 76.24% 77.78%
80.57% 81.73% 79.40%
72.60% 75.40% 70.27%
72.36% 74.45% 70.14%
60.82% 62.18% 59.49%
63.29% 62.54% 63.99%
75.17% 76.71% 73.65%
65.17% 63.59% 66.59%
75.65% 74.14% 76.95%
72.32% 75.00% 69.34%
80.70% 83.46% 78.69%
68.71% 71.30% 66.26%
70.36% 71.25% 69.54%Trust Total
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
Wiltshire CCG
ARP - Performance Metrics - Category 1 Performance %
Number of Category 1 Incidents Requiring a Response
Number of Category 1 Incidents Receiving a Response Within 8 Minutes
Percentage of Category 1 Incidents Receiving a Response Within 8 Minutes
ARP - Performance Metrics - Category 1 Performance % by CCG
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
71.25%
69.54%
0
500
1,000
1,500
2,000
2,500
3,000
3,500
4,000
4,500
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category 1 Incidents - % Receving a Response Within 8 Minutes
Number of Category 1 Incidents Percentage of Category 1 Incidents Receiving a Response Within 8 Minutes Target
77.03%
80.57%
72.60%
72.36%
60.82%
63.29%
75.17%
65.17%
75.65%
72.32%
80.70%
68.71%
40% 45% 50% 55% 60% 65% 70% 75% 80% 85% 90%
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
Wiltshire CCG
Category 1 Performance % by CCG Year to Date
Integrated Corporate Performance Report - April 2017 2
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
7.3 7.2 7.3
12.7 12.6 12.9
23.5 22.7 24.2
49.2 47.6 50.9
46.0 43.8 48.1
104.5 99.0 110.5
78.9 76.6 81.0
173.9 170.9 177.3
58.32% 60.63% 56.16%
7.5 7.5 7.5 7.5 7.5 7.5 7.5 7.5 7.5 7.5 7.5 7.5
15 15 15 15 15 15 15 15 15 15 15 15
18 18 18 18 18 18 18 18 18 18 18 18
36 36 36 36 36 36 36 36 36 36 36 36
45 45 45 45 45 45 45 45 45 45 45 45
90 90 90 90 90 90 90 90 90 90 90 90
90 90 90 90 90 90 90 90 90 90 90 90
180 180 180 180 180 180 180 180 180 180 180 180
Category 2 Response Time - Mean (minutes)
Category 2 Response Time - 90th Percentile (minutes)
Category 3 Response Time - Mean (minutes)
Category 3 Response Time - 90th Percentile (minutes)
ARP - Performance Metrics
Category 1 Response Time - Mean (minutes)
Category 1 Response Time - 90th Percentile (minutes)
Category 4 (999) Response Time - Mean (minutes)
Category 4 (999) Response Time - 90th Percentile (minutes)
% of Healthcare Professionals that receive a response within a agreed time window
(1, 2, 3 or 4 hours in length depending on acuity)
0.0
2.0
4.0
6.0
8.0
10.0
12.0
14.0
16.0
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category 1 Response Times (minutes)
0.0
10.0
20.0
30.0
40.0
50.0
60.0
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category 2 Response Times (minutes)
0.0
10.0
20.0
30.0
40.0
50.0
60.0
70.0
80.0
90.0
100.0
110.0
120.0
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category 3 Response Times (minutes)
0.0
20.0
40.0
60.0
80.0
100.0
120.0
140.0
160.0
180.0
200.0
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category 4 (999) Response Times (minutes)
Integrated Corporate Performance Report - April 2017 3
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
209 101 108
803 405 398
1,241 565 676
709 364 345
781 386 395
1,283 622 661
294 146 148
781 368 413
501 232 269
289 152 137
316 133 183
473 230 243
7,690 3,708 3,982
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
6.6 6.5 6.6
6.2 6.2 6.3
7.0 6.7 7.3
7.1 6.7 7.5
8.3 8.2 8.4
8.1 8.1 8.1
6.6 6.5 6.6
7.5 7.7 7.4
6.7 6.8 6.6
6.9 6.6 7.1
6.2 6.2 6.3
7.6 7.5 7.6
7.2 7.2 7.3
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
9.6 9.3 10.2
9.8 9.7 9.8
11.8 11.4 12.4
12.3 11.8 12.9
15.2 14.8 15.8
14.2 14.2 14.1
10.8 10.3 11.1
14.0 14.6 13.5
10.7 10.8 10.7
11.8 11.8 11.6
9.8 9.8 9.7
15.5 14.5 16.0
12.6 12.6 12.9
Trust Total
Category 1 90th Percentile Response Times by CCG
Wiltshire CCG
Trust Total
Swindon CCG
Dorset CCG
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Bristol CCG
Trust Total
Category 1 Number of Category 1 Incidents by CCG
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
Wiltshire CCG
Category 1 Mean Response Times by CCG
Bath & North East Somerset CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
Wiltshire CCG
Integrated Corporate Performance Report - April 2017 4
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
1.50% 1.60% 1.37% 1.83%
3 2 2
19 55 64
60 114 144
11.00% 10.68% 11.06% 10.32%
5.50% 4.65% 4.50% 4.80%
7.50% 14.48% 14.48% 14.48%
52.00% 49.18% 49.07% 49.28%
3 3 3 3 3 3 3 3 3 3 3 3
19 19 19 19 19 19 19 19 19 19 19 19
60 60 60 60 60 60 60 60 60 60 60 60
1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50%
11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00%
5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50%
7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50%
52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00%
Ambulance Quality Indicators
Time to Answer Calls - Median (Seconds)
Time to Answer Calls - 95th Percentile (Seconds)
Time to Answer Calls - 99th Percentile (Seconds)
Re-Contact Rate Following Discharge of Care (unplanned re-contact with the ambulance service
within 24 hours of discharge of care by clinical telephone advice)
Re-Contact Rate Following Discharge of Care (unplanned re-contact with the ambulance service
within 24 hours of discharge of care following treatment at scene)
Ambulance calls closed with telephone advice or managed without transport to A&E departments
(where clinically appropriate) - calls closed with telephone advice
Ambulance calls closed with telephone advice or managed without transport to A&E departments
(where clinically appropriate) - incidents managed without the need for transport to A&E
Call Abandonment Rate (% of calls abandoned before answering)
0
20
40
60
80
100
120
140
160
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Time to Answer Calls (seconds)
Median 95th Percentile 99th Percentile
4.00%
5.00%
6.00%
7.00%
8.00%
9.00%
10.00%
11.00%
12.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Re-Contact Rate within 24 hours Following Discharge of Care by Clinical Telephone Advice
Re-Contact Rate Local Threshold
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Re-Contact Rate within 24 hours of Discharge of Care Following Treatment at Scene
Re-Contact Rate Local Threshold
0.00%
0.50%
1.00%
1.50%
2.00%
2.50%
3.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Call Abandonment %
Call Abandonment Rate (% of calls abandoned before answering) Local Threshold
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Ambulance Calls Closed with Telephone Advice
% Calls Closed with Telephone Advice Local Threshold
36.00%
38.00%
40.00%
42.00%
44.00%
46.00%
48.00%
50.00%
52.00%
54.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Ambulance Incidents Managed Without the Need for Transport to A&E
% Incidents Managed without Conveyance to A&E Local Threshold
Integrated Corporate Performance Report - April 2017 5
PeriodNational
Average
East
Midlands
East of
EnglandLondon North East North West
South
Central
South East
Coast
South
Western
West
MidlandsYorkshire
Apr-17 0.74% 0.45% 0.76% 0.67% 0.57% 1.21% 0.17% 1.32% 1.37% 0.40% 0.25%
Apr-17 n/a 2 1 0 1 1 3 3 2 1 1
Apr-17 n/a 26 7 2 19 28 5 31 55 3 5
Apr-17 n/a 75 63 52 72 98 40 89 114 30 45
Apr-17 6.53% 0.85% 9.39% 3.31% 13.11% 4.32% 12.71% 6.82% 11.06% 13.83% 3.75%
Apr-17 5.12% 5.10% 5.62% 8.54% 4.73% 3.24% 4.19% 5.41% 4.50% 6.69% 1.07%
Apr-17 9.87% 18.23% 9.04% 10.70% 7.31% 8.54% 11.73% 6.48% 14.48% 4.81% 8.28%
Apr-17 36.99% 22.79% 37.42% 37.46% 36.09% 32.17% 40.08% 47.53% 49.07% 38.27% 30.22%
3 3 3 3 3 3 3 3 3 3 3 3
19 19 19 19 19 19 19 19 19 19 19 19
60 60 60 60 60 60 60 60 60 60 60 60
1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50% 1.50%
11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00% 11.00%
5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50% 5.50%
7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50% 7.50%
52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00% 52.00%
Ambulance Quality Indicators - National Benchmarking
Call Abandonment Rate (% of calls abandoned before answering)
Time to Answer Calls - Median (Seconds)
Time to Answer Calls - 95th Percentile (Seconds)
Time to Answer Calls - 99th Percentile (Seconds)
Re-Contact Rate Following Discharge of Care (unplanned re-contact with the ambulance service
within 24 hours of discharge of care by clinical telephone advice)
Re-Contact Rate Following Discharge of Care (unplanned re-contact with the ambulance service
within 24 hours of discharge of care following treatment at scene)
Ambulance calls closed with telephone advice or managed without transport to A&E departments
(where clinically appropriate) - calls closed with telephone advice
Ambulance calls closed with telephone advice or managed without transport to A&E departments
(where clinically appropriate) - incidents managed without the need for transport to A&E
0.74%
0.45%
0.76%
0.67%
0.57%
1.21%
0.17%
1.32%
1.37%
0.40%
0.25%
0.00% 0.20% 0.40% 0.60% 0.80% 1.00% 1.20% 1.40% 1.60%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Call Abandonment %
26
7
2
19
28
5
31
55
3
5
0 10 20 30 40 50 60
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Time to Answer Call - 95th Percentile (seconds)
6.53%
0.85%
9.39%
3.31%
13.11%
4.32%
12.71%
6.82%
11.06%
13.83%
3.75%
0.00% 5.00% 10.00% 15.00%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Re-Contact Rate within 24 hours Following Discharge of Care by Clinical Telephone Advice
5.12%
5.10%
5.62%
8.54%
4.73%
3.24%
4.19%
5.41%
4.50%
6.69%
1.07%
0.00% 2.00% 4.00% 6.00% 8.00% 10.00%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Re-Contact Rate within 24 hours Following Discharge of Care Following Treatment at Scene
9.87%
18.23%
9.04%
10.70%
7.31%
8.54%
11.73%
6.48%
14.48%
4.81%
8.28%
0.00% 5.00% 10.00% 15.00% 20.00%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
% of Ambulance Calls Closed with Telephone Advice
36.99%
22.79%
37.42%
37.46%
36.09%
32.17%
40.08%
47.53%
49.07%
38.27%
30.22%
0.00% 10.00% 20.00% 30.00% 40.00% 50.00% 60.00%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
% of Ambulance Incidents Managed Without the Need for Transport to A&E
Integrated Corporate Performance Report - April 2017 6
Target/
KPI
Rolling 12
MonthsFeb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17
24.00% 24.87% 29.01% 26.06% 24.83% 28.62% 26.06% 21.69% 25.57% 21.13% 23.55% 22.50% 23.14% 25.98%
45.00% 47.50% 53.33% 59.46% 55.00% 45.83% 50.00% 44.74% 33.33% 38.30% 47.06% 51.02% 48.72% 46.94%
84.00% 72.07% 71.20% 75.61% 79.34% 67.41% 67.48% 73.98% 71.43% 71.68% 75.82% 72.79% 67.96% 69.54%
90.00% 77.11% 88.81% 83.57% 82.38% 79.90% 71.18% 76.79% 80.68% 74.37% 72.57% 75.00% 77.11% 67.36%
57.00% 37.58% 46.12% 41.63% 36.67% 31.98% 32.54% 41.06% 34.30% 35.52% 35.26% 40.05% 35.14% 38.74%
97.00% 95.05% 96.33% 95.68% 95.17% 95.78% 95.39% 92.41% 93.81% 93.25% 94.76% 94.35% 97.07% 96.28%
9.00% 8.21% 8.41% 8.81% 9.15% 10.89% 8.63% 7.24% 6.62% 6.88% 10.18% 5.45% 8.14% 7.76%
27.00% 24.51% 25.00% 32.43% 25.64% 22.73% 26.09% 18.92% 18.18% 17.78% 27.08% 21.28% 34.29% 27.08%
Outcome from Stroke for Ambulance Patients - % of Face Arm Speech Test (FAST) positive stroke
patients (assessed face to face) potentially eligible for stroke thrombolysis, who arrive at a
hyperacute stroke centre within 60 minutes of call
Outcome from Stroke for Ambulance Patients - % of suspected stroke patients (assessed
face to face) who receive an appropriate care bundle
Outcome from Cardiac Arrest - Survival to Discharge - overall survival rate
Outcome from Cardiac Arrest - Survival to Discharge - Utstein Comparator Group survival
rate
Ambulance Clinical Indicators
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at time of arrival at
hospital (overall)
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at time of arrival at
hospital (Utstein Comparator Group)
Outcome from Acute ST-Elevation Myocardial Infarction (STEMI) - % of patients suffering a STEMI
and who, following a direct transfer to a PPCI centre, primary angioplasty commences within 150
minutes of call
Outcome from Acute ST-Elevation Myocardial Infarction (STEMI) - % of patients suffering a
STEMI and who receive an appropriate care bundle
0
50
100
150
200
250
300
350
400
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at Time of Arrival at Hospital
0
10
20
30
40
50
60
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
55.00%
60.00%
65.00%
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at Time of Arrival at
Hospital (Utstein Comparator Group)
0
20
40
60
80
100
120
140
160
180
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
Outcome from Acute STEMI - % of Patients Suffering a STEMI who, following a direct transfer to a PPCI
centre, primary angioplasty commences within 150 minutes of the call
0
50
100
150
200
250
300
50.00%
55.00%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
Outcome from Acute STEMI - % of Patients Suffering a STEMI who Receive an Appropriate Care Bundle
0
100
200
300
400
500
600
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
50.00%
55.00%
60.00%
Outcome from Stroke - % of FAST Positive Stroke Patients, potentially eligible for Thrombolysis, who
arrive at Hyperacute Stroke Centre within 60 minutes
0
200
400
600
800
1,000
1,200
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Outcome from Stroke - % of Suspected Stroke Patients who Receive an Appropriate Care Bundle
0
50
100
150
200
250
300
350
400
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
Outcome from Cardiac Arrest - Surival to Discarge Rate (Overall)
0
10
20
30
40
50
60
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
Outcome from Cardiac Arrest - Surival to Discarge Rate (Utstein Comparator Group)
Integrated Corporate Performance Report - April 2017 7
PeriodNational
Average
East
Midlands
East of
EnglandLondon North East North West
South
Central
South East
Coast
South
Western
West
MidlandsYorkshire
Apr 16 to
Jan 1728.33% 24.81% 27.91% 29.18% 25.85% 35.56% 28.64% 27.64% 24.26% 30.29% 27.19%
Apr 16 to
Jan 1751.01% 48.12% 56.39% 53.20% 62.11% 56.74% 41.36% 52.00% 45.95% 46.48% 53.68%
Apr 16 to
Jan 1785.50% 91.09% 92.12% 90.04% 92.11% 79.53% 86.97% 89.69% 71.81% 86.62% 84.74%
Apr 16 to
Jan 1779.43% 84.05% 91.07% 71.34% 83.08% 86.93% 74.43% 66.93% 75.64% 80.61% 87.31%
Apr 16 to
Jan 1753.48% 52.53% 50.03% 61.51% 56.77% 52.68% 52.98% 62.50% 36.13% 57.91% 45.01%
Apr 16 to
Jan 1797.56% 98.71% 99.02% 96.59% 97.71% 99.68% 98.78% 95.77% 94.86% 97.03% 98.71%
Apr 16 to
Jan 178.29% 6.19% 7.86% 8.53% 7.35% 8.21% 12.61% 6.62% 8.12% 8.99% 9.90%
Apr 16 to
Jan 1726.71% 22.81% 28.72% 25.85% 35.75% 24.71% 24.52% 22.87% 23.79% 25.07% 35.27%
Outcome from Acute ST-Elevation Myocardial Infarction (STEMI) - % of patients suffering a STEMI
and who, following a direct transfer to a PPCI centre, primary angioplasty commences within 150
minutes of call
Outcome from Acute ST-Elevation Myocardial Infarction (STEMI) - % of patients suffering a
STEMI and who receive an appropriate care bundle
Outcome from Stroke for Ambulance Patients - % of Face Arm Speech Test (FAST) positive stroke
patients (assessed face to face) potentially eligible for stroke thrombolysis, who arrive at a
hyperacute stroke centre within 60 minutes of call
Outcome from Stroke for Ambulance Patients - % of suspected stroke patients (assessed
face to face) who receive an appropriate care bundle
Outcome from Cardiac Arrest - Survival to Discharge - overall survival rate
Outcome from Cardiac Arrest - Survival to Discharge - Utstein Comparator Group survival
rate
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at time of arrival at
hospital (overall)
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at time of arrival at
hospital (Utstein Comparator Group)
Ambulance Clinical Indicators - National Benchmarking
28.33%
24.81%
27.91%
29.18%
25.85%
35.56%
28.64%
27.64%
24.26%
30.29%
27.19%
0% 5% 10% 15% 20% 25% 30% 35% 40%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at Time of Arrival at Hospital
51.01%
48.12%
56.39%
53.20%
62.11%
56.74%
41.36%
52.00%
45.95%
46.48%
53.68%
0% 10% 20% 30% 40% 50% 60% 70%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Cardiac Arrest - Return of Spontaneous Circulation at Time of Arrival at Hospital (Utstein Comparator
Group)
85.50%
91.09%
92.12%
90.04%
92.11%
79.53%
86.97%
89.69%
71.81%
86.62%
84.74%
50% 60% 70% 80% 90% 100%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Acute STEMI - % of Patients Suffering a STEMI who, following a direct transfer to a PPCI centre, primary angioplasty
commences within 150 minutes of the call
79.43%
84.05%
91.07%
71.34%
83.08%
86.93%
74.43%
66.93%
75.64%
80.61%
87.31%
50% 60% 70% 80% 90% 100%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Acute STEMI - % of Patients Suffering a STEMI who Receive an Appropriate Care Bundle
53.48%
52.53%
50.03%
61.51%
56.77%
52.68%
52.98%
62.50%
36.13%
57.91%
45.01%
0% 10% 20% 30% 40% 50% 60% 70%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Stroke - % of FAST Positive Stroke Patients, potentially eligible for Thrombolysis, who arrive at Hyperacute
Stroke Centre within 60 minutes
97.56%
98.71%
99.02%
96.59%
97.71%
99.68%
98.78%
95.77%
94.86%
97.03%
98.71%
70% 75% 80% 85% 90% 95% 100% 105%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Stroke - % of Suspected Stroke Patients who Receive an Appropriate Care Bundle
8.29%
6.19%
7.86%
8.53%
7.35%
8.21%
12.61%
6.62%
8.12%
8.99%
9.90%
0% 2% 4% 6% 8% 10% 12% 14%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Cardiac Arrest - Surival to Discarge Rate (Overall)
26.71%
22.81%
28.72%
25.85%
35.75%
24.71%
24.52%
22.87%
23.79%
25.07%
35.27%
0% 5% 10% 15% 20% 25% 30% 35% 40%
National Average
East Midlands
East of England
London
North East
North West
South Central
South East Coast
South Western
West Midlands
Yorkshire
Outcome from Cardiac Arrest - Surival to Discarge Rate (Utstein Comparator Group)
Integrated Corporate Performance Report - April 2017 8
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
148,930 72,409 76,521 74,249 76,779 76,802 72,812 76,708 74,191 79,161 78,069 73,439 80,238
147,679 71,880 75,799 72,745 78,118 74,734 71,872 77,303 74,796 81,305 77,855 67,924 74,798
148,183 72,205 75,978
0.34% 0.45% 0.24%
150,593 73,135 77,458 75,226 79,076 77,220 73,770 78,127 76,532 84,074 79,885 74,047 80,227
-1.60% -1.27% -1.91%
A&E Incident Numbers
Actual A&E Incident Numbers 2015/16
Actual A&E Incident Numbers 2017/18
Variance 2017/18 vs 2016/17
Contract A&E Incident Numbers 2017/18
Variance Actual vs Contract 2017/18
Actual A&E Incident Numbers 2016/17
50,000
55,000
60,000
65,000
70,000
75,000
80,000
85,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Incident Numbers
Actual A&E Incident Numbers 2015/16 Actual A&E Incident Numbers 2016/17
Actual A&E Incident Numbers 2017/18 Contract A&E Incident Numbers 2017/18
15,000
15,500
16,000
16,500
17,000
17,500
18,000
18,500
19,000
19,500
20,000
05
/01/2
01
5
19
/01/2
01
5
02
/02/2
01
5
16
/02/2
01
5
02
/03/2
01
5
16
/03/2
01
5
30
/03/2
01
5
13
/04/2
01
5
27
/04/2
01
5
11
/05/2
01
5
25
/05/2
01
5
08
/06/2
01
5
22
/06/2
01
5
06
/07/2
01
5
20
/07/2
01
5
03
/08/2
01
5
17
/08/2
01
5
31
/08/2
01
5
14
/09/2
01
5
28
/09/2
01
5
12
/10/2
01
5
26
/10/2
01
5
09
/11/2
01
5
23
/11/2
01
5
07
/12/2
01
5
21
/12/2
01
5
04
/01/2
01
6
18
/01/2
01
6
01
/02/2
01
6
15
/02/2
01
6
29
/02/2
01
6
14
/03/2
01
6
28
/03/2
01
6
11
/04/2
01
6
25
/04/2
01
6
09
/05/2
01
6
23
/05/2
01
6
06
/06/2
01
6
20
/06/2
01
6
04
/07/2
01
6
18
/07/2
01
6
01
/08/2
01
6
15
/08/2
01
6
29
/08/2
01
6
12
/09/2
01
6
26
/09/2
01
6
10
/10/2
01
6
24
/10/2
01
6
07
/11/2
01
6
21
/11/2
01
6
05
/12/2
01
6
19
/12/2
01
6
02
/01/2
01
7
16
/01/2
01
7
30
/01/2
01
7
13
/02/2
01
7
27
/02/2
01
7
13
/03/2
01
7
27
/03/2
01
7
10
/04/2
01
7
24
/04/2
01
7
08
/05/2
01
7
22
/05/2
01
7
All Ambulance Incidents per Week
Bath & North East Somerset CCG
4,163 3%
Bristol CCG 12,865
9%
Dorset CCG 22,659 15%
Gloucestershire CCG 14,904 10%
Kernow CCG 16,553 11%
NEW Devon CCG 25,507 17%
North Somerset CCG 5,709 4%
Somerset CCG 13,888
9%
South Devon & Torbay CCG 9,446 6%
South Gloucestershire CCG 5,885 4%
Swindon CCG 5,190 4%
Wiltshire CCG 11,067
8%
Ambulance Incidents by CCG Year to Date
Integrated Corporate Performance Report - April 2017 9
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
4,163 2,065 2,098
12,865 6,279 6,586
22,659 11,180 11,479
14,904 7,232 7,672
16,553 8,016 8,537
25,507 12,310 13,197
5,709 2,776 2,933
13,888 6,817 7,071
9,446 4,591 4,855
5,885 2,888 2,997
5,190 2,457 2,733
11,067 5,425 5,642
347 169 178
148,183 72,205 75,978
2.31% 5.73% -0.85%
2.46% 1.26% 3.63%
-2.06% -1.24% -2.85%
-0.05% -1.30% 1.16%
0.02% 0.19% -0.14%
1.41% 2.02% 0.84%
4.73% 4.20% 5.24%
-2.31% -1.50% -3.07%
-1.24% 1.32% -3.56%
-1.34% -4.31% 1.70%
1.61% -1.29% 4.35%
2.99% 2.69% 3.28%
0.34% 0.45% 0.24%
-2.71% 0.39% -5.58%
0.07% 0.38% -0.23%
-4.17% -3.25% -5.04%
-2.27% -2.69% -1.87%
-0.46% -0.10% -0.79%
-0.74% -0.88% -0.61%
2.94% 2.97% 2.91%
-5.47% -4.47% -6.42%
-2.62% -3.39% -1.88%
-3.89% -2.04% -5.61%
-0.38% -2.65% 1.75%
0.91% 1.67% 0.20%
-1.60% -1.27% -1.91%
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
A&E Incident Numbers
Bath & North East Somerset CCG
Dorset CCG
Gloucestershire CCG
Kernow CCG
Unknown CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
Wiltshire CCG
Trust Total
Gloucestershire CCG
Kernow CCG
Bristol CCG
Trust Total
A&E Incident Numbers % Variance Actual vs Contract 2017/18
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
South Gloucestershire CCG
Swindon CCG
South Gloucestershire CCG
Swindon CCG
Wiltshire CCG
Trust Total
Gloucestershire CCG
Kernow CCG
NEW Devon CCG
North Somerset CCG
Somerset CCG
South Devon & Torbay CCG
Wiltshire CCG
A&E Incident Numbers % Variance 2017/18 vs 2016/17
Bath & North East Somerset CCG
Bristol CCG
Dorset CCG
Integrated Corporate Performance Report - April 2017 10
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
12.23% 12.20% 12.26%
35.35% 35.40% 35.30%
5.97% 5.85% 6.08%
46.45% 46.55% 46.36%
47.58% 47.60% 47.56%
53.55% 53.45% 53.64%
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Source of A&E Incidents
97,726 47,323 50,403
19,423 9,272 10,151
31,034 15,610 15,424
148,183 72,205 75,978
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Category of Incidents
7,808 3,769 4,039
8,271 4,090 4,181
50,805 24,488 26,317
35,071 17,372 17,699
17,093 8,388 8,705
13,501 6,637 6,864
4,493 2,179 2,314
6,844 3,308 3,536
4,297 1,974 2,323
148,183 72,205 75,978
A&E Incident Outcomes
Hear & Treat %
Public Incidents
HCP Incidents
% of Incidents Resolved Without Any Conveyance (Non Conveyance)
% of Incidents Resolved Without Conveyance to ED (Non Conveyance to ED)
See & Treat %
See & Convey Non ED %
See & Convey ED %
NHS 111 Incidents
Total
Category 1
Category 2R
Other
Total
Category 2T
Category 3R
Category 3T
Category 4H
Category 4T (999)
Category 4T (HCP)
Public Incidents 66%
HCP Incidents 13%
NHS 111 Incidents
21%
Source of A&E Incidents (YTD)
Hear & Treat % 12%
See & Treat % 35%
See & Convey Non ED %
6%
See & Convey ED %
47%
A&E Incident Outcomes (YTD) Category 1
5% Category 2R
6%
Category 2T 34%
Category 3R 24%
Category 3T 11%
Category 4H 9%
Category 4T (999) 3%
Category 4T (HCP)
5%
Other 3%
Category of A&E Incidents (YTD)
Integrated Corporate Performance Report - April 2017 11
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
36,293 36,293 37,062 36,233 38,152 37,039 36,043 38,355 37,678 39,168 38,647 34,530 37,889
18,449 18,449 18,107 17,609 18,880 18,228 17,609 18,468 16,313 17,647 17,950 14,620 15,444
50.83% 50.83% 48.86% 48.60% 49.49% 49.21% 48.86% 48.15% 43.30% 45.05% 46.45% 42.34% 40.76%
2928:15 2928:15 2746:09 2646:05 2815:46 2633:43 2564:46 2732:28 2488:50 2781:18 2930:16 2150:31 2221:45
97:36 97:36 88:35 88:12 90:49 84:57 85:29 88:08 82:57 89:43 94:31 76:48 71:40
74,622 36,355 38,267
29,997 14,581 15,416
40.20% 40.11% 40.29%
4207:50 2036:04 2171:45
68:58 67:52 70:03
68,130 33,288 34,842
30,072 14,571 15,501
44.14% 43.77% 44.49%
5902:09 2880:44 3021:25
96:45 96:01 97:27
Total Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes 2016/17
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day 2016/17
Total Number of Handovers Recorded at Acute Hospitals 2016/17
Total Number of Handovers in Excess of 15 Minutes 2016/17
% of Handovers in Excess of 15 Minutes 2016/17
Total Number of Handover to Clears in Excess of 15 Minutes
% of Handover to Clear Times in Excess of 15 Minutes
Handover Delays
Total Number of Handovers Reported at Acute Hospitals 2017/18
Total Number of Handovers in Excess of 15 Minutes 2017/18
% of Handovers in Excess of 15 Minutes 2017/18
Total Operational Resources Hours Lost to Handover to Clear Delays in Excess of 15 Minutes
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day
Total Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes 2017/18
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day 2017/18
Handover to Clear Delays
Total Number of Handover to Clear Times Recorded at Acute Hospitals
0:00
12:00
24:00
36:00
48:00
60:00
72:00
84:00
96:00
108:00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Average Daily Operational Time Lost to Handover Delays at Hospitals in Excess of 15 Minutes
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day 2016/17
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day 2017/18
0:00
12:00
24:00
36:00
48:00
60:00
72:00
84:00
96:00
108:00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Average Daily Operational Time Lost to Handover to Clear Delays at Hospitals in Excess of 15 Minutes
Average Operational Resources Hours Lost to Handover Delays in Excess of 15 Minutes per Day
Integrated Corporate Performance Report - April 2017 12
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
4,802 2,337 2,465
1,881 927 954
6,277 3,066 3,211
2,632 1,288 1,344
5,548 2,621 2,927
4,106 2,002 2,104
4,439 2,186 2,253
2,524 1,252 1,272
4,101 2,007 2,094
3,671 1,782 1,889
6,263 3,055 3,208
5,312 2,555 2,757
5,295 2,561 2,734
2,144 1,056 1,088
5,708 2,805 2,903
4,769 2,312 2,457
2,613 1,279 1,334
2,537 1,264 1,273
74,622 36,355 38,267
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
15:21 15:50 14:51
13:28 13:13 13:40
18:25 18:18 18:31
14:51 14:54 14:47
11:51 11:15 12:22
14:32 15:11 13:54
15:22 15:29 15:14
17:19 17:01 17:35
17:05 16:52 17:15
18:15 17:38 18:50
17:07 16:56 17:16
17:30 17:31 17:28
12:09 12:13 12:05
11:56 11:56 11:55
13:16 13:09 13:23
16:44 16:43 16:44
12:24 12:43 12:05
13:05 12:51 13:19
15:16 15:13 15:18
Number of Handovers by Acute Hospital
Bristol Royal Infirmary
Cheltenham General Hospital
Derriford Hospital
Dorset County Hospital
Gloucester Royal Hospital
Bristol Royal Infirmary
Cheltenham General Hospital
Derriford Hospital
Dorset County Hospital
Gloucester Royal Hospital
Great Western Hospital
Musgrove Park Hospital
North Devon District Hospital
Royal Devon & Exeter Hospital
Royal United Hospital Bath
Great Western Hospital
Musgrove Park Hospital
North Devon District Hospital
Poole Hospital
Royal Bournemouth Hospital
Royal Cornwall Hospital
Average Handover Time per Incident (Mins:Sec)
Salisbury District Hospital
Southmead Hospital
Weston General Hospital
Yeovil District Hospital
Torbay Hospital
Total All Hospitals
Royal Bournemouth Hospital
Royal Cornwall Hospital
Poole Hospital
Royal Devon & Exeter Hospital
Royal United Hospital Bath
Salisbury District Hospital
Southmead Hospital
Torbay Hospital
Weston General Hospital
Yeovil District Hospital
Total All Hospitals
Integrated Corporate Performance Report - April 2017 13
YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Operational Resource Hours Lost to Handover Delays in Excess of 15 Minutes (Hours:Mins)
330:20 174:57 155:22
78:14 37:29 40:45
544:38 263:41 280:57
122:18 61:03 61:14
158:35 71:01 87:34
249:50 140:30 109:20
230:10 115:28 114:42
191:15 89:07 102:08
271:50 128:34 143:16
313:12 134:50 178:21
424:46 198:49 225:57
374:43 180:11 194:31
112:15 51:05 61:10
74:09 35:02 39:06
233:20 111:10 122:09
341:48 162:33 179:14
88:58 48:40 40:17
67:22 31:48 35:34
4207:50 2036:04 2171:45
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
90.00% 91.70% 90.10% 91.70%
RAG Rating Green Green Green
90% 90% 90% 90% 90% 90% 90% 90% 90% 90% 90% 90%
Other Metrics to be developed and included in future reports (when available):
Infection Prevention and Control Metrics (Quarterly)
Training Compliance (Annual Development Day and Training Workbook completion compared to plan)
Information Governance Toolkit Compliance
Derriford Hospital
Dorset County Hospital
Gloucester Royal Hospital
Great Western Hospital
Vehicle deep cleaning compliance with schedule (A&E)
Other Performance Metrics
Musgrove Park Hospital
North Devon District Hospital
Poole Hospital
Royal Bournemouth Hospital
Royal Cornwall Hospital
Yeovil District Hospital
Total All Hospitals
Southmead Hospital
Torbay Hospital
Weston General Hospital
Royal Devon & Exeter Hospital
Royal United Hospital Bath
Salisbury District Hospital
Bristol Royal Infirmary
Cheltenham General Hospital
90.10% 91.70%
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Vehicle Deep Clean Compliance (A&E Vehicles)
Integrated Corporate Performance Report - April 2017 14
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
15,083 6,959 8,124 6,090 6,960 6,566 5,686 6,541 5,824 8,596 7,514 6,294 6,436
16,209 8,803 7,406
7.47% 26.50% -8.84%
16,360 7,776 8,584 7,067 8,309 7,917 7,220 8,918 8,185 10,511 9,567 8,082 8,108
19,079 10,123 8,956
19,496 9,267 10,229
-2.14% 9.24% -12.45%
Out of Hours Patient Contacts
Dorset Out of Hours Patient Contacts - Actual 2016/17
Dorset Out of Hours Patient Contacts - Actual 2017/18
Percentage of Variance Year on Year - Dorset Out of Hours Patient Contacts
Percentage Actual vs Contract - Gloucestershire Out of Hours Patient Contacts
Gloucestershire Out of Hours Patient Contacts - Contract 2017/18
Gloucestershire Out of Hours Patient Contacts - Actual 2017/18
Gloucestershire Out of Hours Patient Contacts - Actual 2016/17
0
1,000
2,000
3,000
4,000
5,000
6,000
7,000
8,000
9,000
10,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Dorset Out of Hours Patient Contacts
Actual 2017/18 Actual 2016/17
0
2,000
4,000
6,000
8,000
10,000
12,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Gloucestershire Out of Hours Patient Contracts
Actual 2017/18 Actual 2016/17 Contract 2017/18
Integrated Corporate Performance Report - April 2017 15
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
95.00% 92.09% 91.27% 93.13% 91.81% 90.94% 91.53% 90.97% 92.68% 94.82% 92.08% 90.43% 92.90% 93.25%
691 353 338
95.00% 88.28% 88.95% 87.57%
95.00% 85.50% 88.60% 86.38% 90.16% 87.65% 90.53% 84.02% 77.73% 88.19% 78.40% 79.76% 83.60% 92.11%
453 241 212
95.00% 89.85% 91.70% 87.74%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
95.00% 96.51% 93.77% 96.98% 95.76% 97.58% 98.28% 97.02% 97.75% 96.10% 94.56% 94.69% 97.41% 99.65%
1,556 839 717
95.00% 95.12% 94.04% 96.37%
95.00% 87.49% 90.56% 90.55% 94.70% 88.68% 90.62% 92.86% 88.02% 93.44% 72.38% 80.59% 81.57% 92.20%
849 460 389
95.00% 86.93% 82.61% 92.03%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
Dorset - % of Less Urgent Home Visits Completed within 6 Hours - 20117/18
Dorset - Number of Less Urgent Home Visits 2017/18
Dorset - % of Less Urgent Home Visits Completed within 6 Hours - 2016/17
Dorset - Number of Urgent Home Visits 2017/18
Gloucestershire - Number of Urgent Home Visits 2017/18
Out of Hours - Home Visits - Less Urgent Completed within 6 Hours
Gloucestershire - % of Less Urgent Home Visits Completed within 6 Hours - 20117/18
Gloucestershire - Number of Less Urgent Home Visits 2017/18
Gloucestershire - % of Less Urgent Home Visits Completed within 6 Hours - 2016/17
Dorset - % of Urgent Home Visits Completed within 2 Hours - 2016/17
Dorset - % of Urgent Home Visits Completed within 2 Hours - 20117/18
Gloucestershire - % of Urgent Home Visits Completed within 2 Hours - 2016/17
Gloucestershire - % of Urgent Home Visits Completed within 2 Hours - 20117/18
Out of Hours - Home Visits - Urgent Completed within 2 Hours
330
335
340
345
350
355
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Dorset Out of Hours - Urgent Home Visits Completed in 2 Hours
Dorset - Number of Urgent Home Visits 2017/18 % Completed in 2 Hours 2016/17 % Completed in 2 Hours 2017/18 Target
195
200
205
210
215
220
225
230
235
240
245
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Gloucestershire Out of Hours - Urgent Home Visits Completed in 2 Hours
Gloucestershire - Number of Urgent Home Visits 2017/18 % Completed in 2 Hours 2016/17
% Completed in 2 Hours 2017/18 Target
640
660
680
700
720
740
760
780
800
820
840
860
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Dorset Out of Hours - Less Urgent Home Visits Completed in 6 Hours
Dorset - Number of Less Urgent Home Visits 2017/18 % Completed in 6 Hours 2016/17
% Completed in 6 Hours 2017/18 Target
340
360
380
400
420
440
460
480
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Gloucestershire Out of Hours - Less Urgent Home Visits Completed in 6 Hours
Gloucestershire - Number of Less Urgent Home Visits 2017/18 % Completed in 6 Hours 2016/17
% Completed in 6 Hours 2017/18 Target
Integrated Corporate Performance Report - April 2017 16
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
95.00% 89.83% 88.79% 88.81% 85.85% 89.00% 87.10% 87.37% 89.25% 94.02% 91.14% 93.63% 89.51% 90.73%
312 148 164
95.00% 92.31% 91.22% 93.29%
95.00% 92.56% 93.70% 94.72% 94.25% 90.98% 95.58% 93.51% 91.87% 93.71% 88.72% 90.11% 92.05% 92.73%
1,397 763 634
95.00% 90.69% 90.17% 91.32%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
95.00% 97.93% 97.21% 97.68% 98.03% 98.37% 98.33% 98.08% 98.32% 98.25% 97.36% 98.18% 97.72% 97.92%
5,930 3,200 2,730
95.00% 97.88% 97.53% 98.28%
95.00% 97.16% 97.32% 97.56% 97.31% 96.98% 96.74% 96.45% 97.73% 98.27% 96.03% 96.56% 98.47% 96.75%
3,906 2,077 1,829
95.00% 96.29% 95.09% 97.65%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
Dorset - % of Less Urgent Treatment Centre Completed within 6 Hours - 2016/17
Gloucestershire - % of Less Urgent Treatment Centre Completed within 6 Hours - 2017/18
Gloucestershire - Number of Less Urgent Treatment Centre Appointments 2017/18
Gloucestershire - % of Less Urgent Treatment Centre Completed within 6 Hours - 2016/17
Dorset - % of Less Urgent Treatment Centre Completed within 6 Hours - 20117/18
Dorset - % of Urgent Treatment Centre Completed within 2 Hours - 2016/17
Out of Hours - Treatment Centres - Urgent Completed within 2 Hours
Out of Hours - Treatment Centres - Less Urgent Completed within 6 Hours
Dorset - Number of Less Urgent Treatment Centre Appointments 2017/18
Gloucestershire - % of Urgent Treatment Centre Completed within 2 Hours - 20117/18
Gloucestershire - Number of Treatment Centre Appontments 2017/18
Gloucestershire - % of Urgent Treatment Centre Completed within 2 Hours - 2016/17
Dorset - % of Urgent Treatment Centre Completed within 2 Hours - 20117/18
Dorset - Number of Urgent Treatment Cente Appointments 2017/18
140
145
150
155
160
165
170
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Dorset Out of Hours - Urgent Treatment Centre Appointments Completed in 2 Hours
Dorset - Number of Urgent Treatment Cente Appointments 2017/18 % Completed in 2 Hours 2016/17
% Completed in 2 Hours 2017/18 Target
0
100
200
300
400
500
600
700
800
900
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Gloucestershire Out of Hours - Urgent Treatment Centre Appointments Completed in 2 Hours
Gloucestershire - Number of Treatment Centre Appontments 2017/18 % Completed in 2 Hours 2016/17
% Completed in 2 Hours 2017/18 Target
2,400
2,500
2,600
2,700
2,800
2,900
3,000
3,100
3,200
3,300
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Dorset Out of Hours - Less Urgent Treatment Centre Appointments Completed in 6 Hours
Dorset - Number of Less Urgent Treatment Centre Appointments 2017/18 % Completed in 6 Hours 2016/17 % Completed in 6 Hours 2017/18 Target
1,700
1,750
1,800
1,850
1,900
1,950
2,000
2,050
2,100
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Gloucestershire Out of Hours - Less Urgent Treatment Centre Appointments Completed in 6 Hours
Gloucestershire - Number of Less Urgent Treatment Centre Appointments 2017/18 % Completed in 6 Hours 2016/17 % Completed in 6 Hours 2017/18 Target
Integrated Corporate Performance Report - April 2017 17
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
QR1 Compliance Compliant Compliant Compliant
QR2 95.00% 98.44% 98.29% 98.60%
QR3 Compliance Compliant Compliant Compliant
QR4 Compliance Compliant Compliant Compliant
QR5 Compliance Compliant Compliant Compliant
QR6 Compliance Compliant Compliant Compliant
QR7 Compliance Compliant Compliant Compliant
QR10 95.00% n/a n/a n/a
QR10a 95.00% n/a n/a n/a
QR10a 95.00% n/a n/a n/a
QR10b 95.00% n/a n/a n/a
QR10d Compliance Compliant Compliant Compliant
QR11 Compliance Compliant Compliant Compliant
QR12 95.00% n/an/a
(0 cases)
n/a
(0 cases)
QR12 95.00% 92.31% 91.22% 93.29%
QR12 95.00% 97.88% 97.53% 98.28%
QR12 95.00% n/an/a
(0 cases)
n/a
(0 cases)
QR12 95.00% 88.28% 88.95% 87.57%
QR12 95.00% 95.12% 94.04% 96.37%
QR13 Compliance Compliant Compliant Compliant
Providers must operate a complaints procedure that is consistent with the
principles of the NHS complaints procedure
Providers must regularly audit a random sample of patients' experiences of
the service
Providers must regularly audit a random sample of patient contacts (audit
should provide sufficient data to review the clinical performance of each
individual working within the service)
Providers must have systems in place to support and encourage the regular
exchange of information between all those who may be providing care to
patients with predefined needs
Percentage of Out of Hours consultation details sent to the practice where
the patient is registered by 08:00 the next working day
Providers must report regularly to NHS Commissioners on their compliance
with the Quality Requirements
Emergency Consultations (presenting at base) started within 1 hour
Urgent Consultations (presenting at base) started within 2 hours
Less Urgent Consultations (presenting at base) started within 6 hours
Emergency Consultations (home visits) started within 1 hour
Patients unable to communicate effectively in English will be provided with
an interpretation service within 15 minutes of initial contact. Providers must
also make appropriate provision for patients with impaired hearing or
impaired sight
Less Urgent Consultations (home visits) started within 6 hours
Urgent Consultations (home visits) started within 2 hours
Providers must demonstrate their ability to match their capacity to meet
predictable fluctuations in demand for their contracted service
All immediately life threatening conditions (walk in patients) to be passed to
the ambulance service within 3 minutes of face to face presentation
Definitive Clinical Assessment for Urgent adult cases presenting at
treatment location to start within 20 minutes of arrival in the treatment centre
Definitive Clinical Assessmnet for children who are ill and have an urgent
Out of Hours to start within 15 minutes of arrival in the treatment centre
Definitive Clinical Assessment for Less Urgent cases presenting at
treatment location to start within 60 minutes of arrival in the treatment centre
At the end of an assessment, the patient must be clear of the outcome
Providers must ensure that patients are treated by the clinician best
equipped to meet their needs in the most appropriate location
Out of Hours Contract Quality Requirements - Dorset
Integrated Corporate Performance Report - April 2017 18
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
QR1 Compliance Compliant Compliant Compliant
QR2 95.00% 99.85% 99.85% 99.85%
QR3 Compliance Compliant Compliant Compliant
QR4 Compliance Compliant Compliant Compliant
QR5 Compliance Compliant Compliant Compliant
QR6 Compliance Compliant Compliant Compliant
QR7 Compliance Compliant Compliant Compliant
QR10 95.00% n/a n/a n/a
QR10a 95.00% 86.40% 86.27% 86.54%
QR10a 95.00% 77.98% 77.88% 78.10%
QR10b 95.00% n/a n/a n/a
QR10d Compliance Compliant Compliant Compliant
QR11 Compliance Compliant Compliant Compliant
QR12 95.00% 69.57%71.43%
(14 cases)
66.67%
(9 cases)
QR12 95.00% 90.69% 90.17% 91.32%
QR12 95.00% 96.29% 95.09% 97.65%
QR12 95.00% 75.00%50.00%
(2 cases)
100.00%
(1 case)
QR12 95.00% 89.85% 91.70% 87.74%
QR12 95.00% 86.93% 82.61% 92.03%
QR13 Compliance Compliant Compliant Compliant
Patients unable to communicate effectively in English will be provided with
an interpretation service within 15 minutes of initial contact. Providers must
also make appropriate provision for patients with impaired hearing or
impaired sight
Emergency Consultations (presenting at base) started within 1 hour
Urgent Consultations (presenting at base) started within 2 hours
Less Urgent Consultations (presenting at base) started within 6 hours
Emergency Consultations (home visits) started within 1 hour
Urgent Consultations (home visits) started within 2 hours
Less Urgent Consultations (home visits) started within 6 hours
Providers must ensure that patients are treated by the clinician best
equipped to meet their needs in the most appropriate location
Percentage of Out of Hours consultation details sent to the practice where
the patient is registered by 08:00 the next working day
Providers must have systems in place to support and encourage the regular
exchange of information between all those who may be providing care to
patients with predefined needs
Providers must regularly audit a random sample of patient contacts (audit
should provide sufficient data to review the clinical performance of each
individual working within the service)
Providers must regularly audit a random sample of patients' experiences of
the service
Providers must operate a complaints procedure that is consistent with the
principles of the NHS complaints procedure
Providers must demonstrate their ability to match their capacity to meet
predictable fluctuations in demand for their contracted service
All immediately life threatening conditions (walk in patients) to be passed to
the ambulance service within 3 minutes of face to face presentation
Definitive Clinical Assessment for Urgent adult cases presenting at
treatment location to start within 20 minutes of arrival in the treatment centre
Definitive Clinical Assessmnet for children who are ill and have an urgent
Out of Hours to start within 15 minutes of arrival in the treatment centre
Definitive Clinical Assessment for Less Urgent cases presenting at
treatment location to start within 60 minutes of arrival in the treatment centre
At the end of an assessment, the patient must be clear of the outcome
Providers must report regularly to NHS Commissioners on their compliance
with the Quality Requirements
Out of Hours Contract Quality Requirements - Gloucestershire
Integrated Corporate Performance Report - April 2017 19
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
27,097 12,259 14,838 12,841 14,654 13,865 11,521 12,926 11,926 15,915 13,872 12,331 13,024
29,813 15,562 14,251
38,260 20,088 18,172 15,886 17,510 17,783 16,129 16,082 15,220 20,881 17,820 15,099 18,680
-22.08% -22.53% -21.58%
40,691 18,852 21,839 18,297 21,051 20,001 18,054 20,053 18,592 23,924 21,202 17,948 19,201
42,506 21,983 20,523
52,105 27,624 24,481 21,703 24,093 24,468 22,192 22,128 20,941 28,429 24,107 19,992 24,733
-18.42% -20.42% -16.17%
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
95.00% 75.21% 73.35% 61.13% 63.55% 53.94% 65.81% 93.46% 76.42% 75.70% 81.73% 83.37% 85.01% 88.74%
95.00% 84.59% 87.80% 81.08%
95.00% 83.18% 94.00% 82.07% 83.82% 75.80% 78.94% 85.23% 78.44% 76.57% 83.09% 84.97% 85.80% 89.57%
95.00% 86.32% 88.95% 83.44%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
NHS 111 - Cornwall Calls Offered - Contract 2017/18
NHS 111 - Cornwall Calls Offered - Actual 2017/18
NHS 111 - Cornwall Calls Offered - Actual 2016/17
NHS 111 - Dorset Calls Offered - Actual 2016/17
NHS 111 Call Answering in 60 Seconds
NHS 111 - Dorset Calls Offered - Actual 2017/18
NHS 111 - Dorset Calls Offered - Contract 2017/18
Percentage of Calls Offered - NHS 111 Dorset Actual vs Contract
NHS 111 Calls Offered
NHS 111 - Dorset - Percentage of Calls Answered in 60 Seconds 2017/18
NHS 111 - Dorset - Percentage of Calls Answered in 60 Seconds 2016/17
NHS 111 - Cornwall - Percentage of Calls Answered in 60 Seconds 2017/18
NHS 111 - Cornwall - Percentage of Calls Answered in 60 Seconds 2016/17
Percentage of Calls Offered - NHS 111 Cornwall Actual vs Contract
0
5,000
10,000
15,000
20,000
25,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Cornwall Calls Offered
Actual 2016/17 Actual 2017/18 Contract 2017/18
0
5,000
10,000
15,000
20,000
25,000
30,000
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Dorset Calls Offered
Actual 2016/17 Actual 2017/18 Contract 2017/18
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Cornwall - % of Calls Answered in 60 Seconds
% Answered in 60 Seconds 2016/17 % Answered in 60 Seconds 2017/18 Target Call Answering Performance %
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Dorset - % of Calls Answered in 60 Seconds
% Answered in 60 Seconds 2016/17 % Answered in 60 Seconds 2017/18 Target Call Answering Performance %
Integrated Corporate Performance Report - April 2017 20
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
QR1 Compliance Compliant Compliant Compliant
QR2 95.00% 97.23% 97.34% 97.11%
QR3 Compliance Compliant Compliant Compliant
QR4 CompliancePartially
Compliant
Partially
Compliant
Partially
Compliant
QR5 1.00% 0.17% 0.33% 0.00%
QR6 Compliance Compliant Compliant Compliant
QR7 CompliancePartially
Compliant
Partially
Compliant
Partially
Compliant
QR8a 5.00% 2.83% 2.20% 3.52%
QR8b 95.00% 87.80% 87.80% 87.80%
QR9a 95.00% 100.00% 100.00% 100.00%
QR9b 95.00% 20.71% 18.39% 23.41%
QR13 95.00% 100.00% 100.00% 100.00%
QR14 Compliance Compliant Compliant Compliant
QR15 Compliance Compliant Compliant Compliant
Providers must demonstrate their ability to match their capacity to meet
predictable fluctuations in demand for their contracted service
Providers must operate a complaints procedure that is consistent with the
principles of the NHS complaints procedure
Providers must regularly audit a random sample of patients' experiences of
the service
Providers must regularly audit a random sample of patient contacts (audit
should provide sufficient data to review the clinical performance of each
individual working within the service)
Providers must have systems in place to support and encourage the regular
exchange of information between all those who may be providing care to
patients with predefined needs
No more than 5% of calls abandoned before being answered
Calls to be answered within 60 seconds of the end of the introductory
message
All immediately life threatening conditions to be passed to the ambulance
service within 3 minutes
Patient callbacks must be achieved within 10 minutes
Patients unable to communicate effectively in English will be provided with an
interpretation service within 15 minutes of initial contact. Providers must also
make appropriate provision for patients with impaired hearing or impaired
sight
Providers must demonstrate that they are complying with the Department of
Health Information Governance SUI Guidance on reporting of Information
Governance incidents appropriately.
NHS 111 Contract Quality Requirements - Cornwall
Providers must report regularly to NHS Commissioners on their compliance
with the Quality Requirements
Providers must send details of all consultations (including appropriate clinical
information) to the practice where the patient is registered by 8.00 a.m. the
next working day.
Providers must demonstrate the online completion of the annual assessment
of the Information Governance Toolkit at level 2 or above and that this is
audited on an annual basis by Internal Auditors using the national framework
Integrated Corporate Performance Report - April 2017 21
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
QR1 Compliance Compliant Compliant Compliant
QR2 95.00% 96.00% 94.86% 97.15%
QR3 Compliance Compliant Compliant Compliant
QR4 CompliancePartially
Compliant
Partially
Compliant
Partially
Compliant
QR5 1.00% 0.30% 0.57% 0.00%
QR6 Compliance Compliant Compliant Compliant
QR7 CompliancePartially
Compliant
Partially
Compliant
Partially
Compliant
QR8a 5.00% 2.22% 1.53% 2.95%
QR8b 95.00% 86.32% 88.95% 83.44%
QR9a 95.00% 95.92% 94.74% 96.67%
QR9b 95.00% 15.80% 13.79% 18.10%
QR13 95.00% 100.00% 100.00% 100.00%
QR14 Compliance Compliant Compliant Compliant
QR15 Compliance Compliant Compliant Compliant
Providers must send details of all consultations (including appropriate clinical
information) to the practice where the patient is registered by 8.00 a.m. the
next working day.
Calls to be answered within 60 seconds of the end of the introductory
message
No more than 5% of calls abandoned before being answered
NHS 111 Contract Quality Requirements - Dorset
Providers must demonstrate their ability to match their capacity to meet
predictable fluctuations in demand for their contracted service
Providers must operate a complaints procedure that is consistent with the
principles of the NHS complaints procedure
Providers must regularly audit a random sample of patients' experiences of
the service
Providers must regularly audit a random sample of patient contacts (audit
should provide sufficient data to review the clinical performance of each
individual working within the service)
Providers must have systems in place to support and encourage the regular
exchange of information between all those who may be providing care to
patients with predefined needs
Providers must demonstrate that they are complying with the Department of
Health Information Governance SUI Guidance on reporting of Information
Governance incidents appropriately.
Patient callbacks must be achieved within 10 minutes
Patients unable to communicate effectively in English will be provided with an
interpretation service within 15 minutes of initial contact. Providers must also
make appropriate provision for patients with impaired hearing or impaired
sight
Providers must demonstrate the online completion of the annual assessment
of the Information Governance Toolkit at level 2 or above and that this is
audited on an annual basis by Internal Auditors using the national framework
Providers must report regularly to NHS Commissioners on their compliance
with the Quality Requirements
All immediately life threatening conditions to be passed to the ambulance
service within 3 minutes
Integrated Corporate Performance Report - April 2017 22
NHS 111 Sitrep Benchmarking
Target 06-Mar-16 13-Mar-16 20-Mar-16 27-Mar-16 03-Apr-16 10-Apr-16 17-Apr-16 24-Apr-16 01-May-16 08-May-16 15-May-16 22-May-16 29-May-16
95.00% 90.12% 91.19% 92.33% 87.99% 92.35% 92.60% 92.57% 90.21% 91.73% 89.97% 91.17% 83.25% 87.90%
95.00% 91.64% 88.95% 83.82% 90.36% 92.54% 84.26% 95.95% 79.19% 83.18% 88.45% 84.35% 66.81% 85.87%
95.00% 91.47% 89.89% 86.12% 90.27% 91.48% 86.41% 97.18% 82.70% 88.03% 86.18% 87.07% 70.46% 87.76%
95.00% 98.08% 98.92% 99.02% 96.91% 99.33% 99.81% 99.03% 98.80% 98.79% 98.51% 98.62% 97.93% 98.39%
95.00% 76.14% 77.81% 80.67% 72.17% 65.56% 65.75% 60.82% 65.75% 67.07% 66.39% 69.29% 61.22% 54.62%
5.00% 1.94% 1.77% 1.93% 2.84% 1.61% 1.59% 1.60% 2.11% 1.77% 2.43% 1.85% 3.14% 2.37%
5.00% 1.41% 1.98% 2.34% 1.29% 1.16% 2.48% 0.44% 5.04% 3.71% 1.98% 2.09% 6.57% 2.74%
5.00% 1.21% 1.53% 2.49% 1.18% 1.22% 1.82% 0.42% 2.52% 2.80% 2.14% 2.64% 4.29% 2.71%
5.00% 5.91% 5.81% 6.03% 9.41% 6.82% 6.31% 8.99% 16.72% 12.16% 14.62% 11.02% 18.41% 15.35%
5.00% 0.14% 0.00% 0.00% 0.14% 0.00% 0.00% 0.07% 0.06% 0.07% 0.28% 0.10% 0.19% 0.08%
13.37% 13.49% 13.39% 13.79% 13.55% 11.89% 13.01% 13.14% 13.18% 13.56% 13.60% 13.66% 14.02%
18.34% 15.80% 15.92% 15.97% 16.19% 15.69% 16.05% 16.43% 14.89% 15.47% 13.43% 16.24% 14.72%
17.63% 17.31% 15.49% 15.89% 17.06% 14.90% 14.82% 15.38% 14.72% 15.61% 12.95% 14.87% 16.66%
19.53% 21.92% 17.99% 20.27% 20.25% 18.24% 19.01% 20.64% 19.75% 20.88% 20.50% 20.19% 20.21%
0.48% 0.38% 0.52% 1.04% 0.91% 0.71% 1.89% 0.57% 0.62% 1.46% 1.00% 0.90% 1.24%
95.00% 39.39% 38.46% 39.73% 36.62% 39.79% 41.90% 43.83% 39.36% 41.10% 39.68% 38.73% 37.13% 40.36%
95.00% 14.11% 15.97% 15.02% 16.80% 15.86% 16.91% 23.90% 20.57% 25.10% 25.06% 25.00% 17.77% 23.25%
95.00% 11.79% 15.17% 16.53% 14.44% 14.99% 9.49% 18.17% 17.20% 21.18% 16.48% 21.57% 15.62% 14.01%
95.00% 84.83% 72.69% 80.93% 81.79% 74.30% 79.08% 85.45% 80.56% 78.59% 72.35% 79.76% 74.90% 78.34%
95.00% 5.88% 15.17% 15.02% 14.44% 14.99% 9.49% 18.17% 17.20% 15.38% 14.01% 14.29% 14.29% 14.01%
NHS 111 KPI Benchmarking - Weekly Sitrep Data - Call Answering
Percentage of Calls Answered in 60 Seconds - National Average
Week Commencing
Percentage of Calls Answered in 60 Seconds - Cornwall
Percentage of Calls Answered in 60 Seconds - Dorset
Percentage of Calls Answered in 60 Seconds - National Highest
Percentage of Calls Answered in 60 Seconds - National Lowest
NHS 111 KPI Benchmarking - Weekly Sitrep Data - Call Abandonment
Percentage of Calls Abandoned - National Average
Percentage of Calls Abandoned - Cornwall
Percentage of Calls Abandoned - Dorset
Percentage of Calls Abandoned - National Highest
Percentage of Calls Abandoned - National Lowest
Percentage of Call Backs in 10 Minutes - National Average
NHS 111 KPI Benchmarking - Weekly Sitrep Data - % of Call Backs Offered
Percentage of Call Backs Offered - National Average
Percentage of Call Backs Offered - Cornwall
Percentage of Call Backs Offered - Dorset
Percentage of Call Backs in 10 Minutes - Cornwall
Percentage of Call Backs in 10 Minutes - Dorset
Percentage of Call Backs in 10 Minutes - National Highest
Percentage of Call Backs in 10 Minutes - National Lowest
Percentage of Call Backs Offered - National Highest
Percentage of Call Backs Offered - National Lowest
NHS 111 KPI Benchmarking - Weekly Sitrep Data - Call Backs in 10 Minutes
40%
50%
60%
70%
80%
90%
100%
06-Mar-16 13-Mar-16 20-Mar-16 27-Mar-16 03-Apr-16 10-Apr-16 17-Apr-16 24-Apr-16 01-May-16 08-May-16 15-May-16 22-May-16 29-May-16
Weekly National NHS 111 Sitrep - % Calls Answered in 60 Seconds
National Average Cornwall Dorset Highest Lowest
0%
5%
10%
15%
20%
25%
06-Mar-16 13-Mar-16 20-Mar-16 27-Mar-16 03-Apr-16 10-Apr-16 17-Apr-16 24-Apr-16 01-May-16 08-May-16 15-May-16 22-May-16 29-May-16
Weekly National NHS 111 Sitrep - % of Call Backs Offered
National Average Cornwall Dorset Highest Lowest
0%
2%
4%
6%
8%
10%
12%
14%
16%
18%
20%
06-Mar-16 13-Mar-16 20-Mar-16 27-Mar-16 03-Apr-16 10-Apr-16 17-Apr-16 24-Apr-16 01-May-16 08-May-16 15-May-16 22-May-16 29-May-16
Weekly National NHS 111 Sitrep - % Calls Abandoned
National Average Cornwall Dorset Highest Lowest
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
06-Mar-16 13-Mar-16 20-Mar-16 27-Mar-16 03-Apr-16 10-Apr-16 17-Apr-16 24-Apr-16 01-May-16 08-May-16 15-May-16 22-May-16 29-May-16
Weekly National NHS 111 Sitrep - % of Call Backs in 10 Minutes
National Average Cornwall Dorset Highest Lowest
Integrated Corporate Performance Report - April 2017 23
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
2,834 1,331 1,503 1,280 1,431 1,254 1,266 1,249 1,112 1,216 1,168 1,111 1,293
2,757 1,321 1,436
2,781 1,425 1,356 1,405 1,392 1,392 1,343 1,274 1,235 1,212 1,240 1,177 1,505
-0.86% -7.30% 5.90%
Target/
KPIYTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
2,701 1,316 1,385
2,688 1,312 1,376
95.00% 99.52% 99.70% 99.35%
2,759 1,316 1,443
2,717 1,294 1,423
95.00% 98.48% 98.33% 98.61%
Target Call 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95% 95%
Tiverton UCC - Number of Cases 2017/18
Tiverton Urgent Care Centre
Tiverton Urgent Care Centre Activity - Actual 2016/17
Tiverton Urgent Care Centre Activity - Actual 2017/18
Tiverton Urgent Care Centre Activity - Contract Baseline 2017/18
Percentage Actual vs Contract - Tiverton Urgent Care Centre Activity
Tiverton Urgent Care Centre
Tiverton UCC - Number of Patients Seen within 4 Hours 2017/18
Tiverton UCC - % of Patients Seen within 4 Hours 2017/18
Tiverton UCC - Number of Cases 2017/18
Tiverton UCC - Number of Patients Triaged within 15 Minutes 2017/18
Tiverton UCC - % of Patients Triaged within 15 Minutes 2017/18
1,321 1,436
0
200
400
600
800
1,000
1,200
1,400
1,600
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Tiverton Urgent Care Centre Activity
Actual 2017/18 Actual 2016/17 Contract 2017/18
0
200
400
600
800
1,000
1,200
1,400
1,600
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Tiverton Urgent Care Centre - % of Patients Seen Within 4 Hours 2017/18
Tiverton UCC - Number of Cases 2017/18 Tiverton UCC - % of Patients Seen within 4 Hours 2017/18 Target
0
200
400
600
800
1,000
1,200
1,400
1,600
60.00%
65.00%
70.00%
75.00%
80.00%
85.00%
90.00%
95.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Tiverton Urgent Care Centre - % of Patients Seen Within 4 Hours 2017/18
Tiverton UCC - Number of Cases 2017/18 Tiverton UCC - % of Patients Triaged within 15 Minutes 2017/18 Target
Integrated Corporate Performance Report - April 2017 24
Staff Metrics - Establishment and Staff Turnover
Trust Summary- Staff Metrics
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total Establishment - Actual WTE 3,868.27 3,867.65
Trust Total Establishment - Funded WTE 4,075.98 4,043.03
Variance -207.71 -175.38
Vacancy % -5.1% -4.3%
Support Services - Actual WTE 560.11 538.41
Support Services - Funded WTE 523.88 523.88
Variance 36.23 14.53
Vacancy % 6.9% 2.8%
Trust Total Staff Turnover
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Turnover % (excl redundancies) 13.76% 13.37%
0
100
200
300
400
500
600
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Support Services Establishment
Support Services - Funded WTE Support Services - Actual WTE
3,000
3,200
3,400
3,600
3,800
4,000
4,200
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total Establishment
Trust Total Establishment - Funded WTE Trust Total Establishment - Actual WTE
13.76% 13.37%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
20.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust - Staff Turnover (exc Redundancies)
Turnover % (excl redundancies)
Integrated Corporate Performance Report - April 2017 25
A&E Operations Establishment
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Lead Clinician - Actual WTE 1,622.72 1,615.59
Lead Clinician - Funded WTE 1,725.06 1,725.06
Variance -102.34 -109.47
Vacancy % -5.9% -6.3%
Support Clinician - Actual WTE 941.35 964.47
Support Clinician - Funded WTE 1,019.15 1,019.15
Variance -77.80 -54.68
Vacancy % -7.6% -5.4%
Total A&E Operations Establishment - Actual WTE 2,637.09 2,652.77
Total A&E Operations Establishment - Funded WTE 2,810.81 2,810.81
Variance -173.72 -158.04
Vacancy % -6.2% -5.6%
A&E Operations - Turnover
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Turnover % (excl redundancies) 10.28% 9.77%
Turnover % (Lead Clinician) 11.77% 11.18%
Turnover % (Support Clinician) 9.06% 8.66%
1,000.00
1,100.00
1,200.00
1,300.00
1,400.00
1,500.00
1,600.00
1,700.00
1,800.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations - Lead Clinician Establishment
Lead Clinician - Funded WTE Lead Clinician - Actual WTE
500.00
600.00
700.00
800.00
900.00
1,000.00
1,100.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations - Support Clinician Establishment
Support Clinician - Funded WTE Support Clinician - Actual WTE
11.77% 11.18%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
20.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations - Lead Clinician Turnover
Turnover % (Lead Clinician)
9.06% 8.66%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
14.00%
16.00%
18.00%
20.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations - Support Clinician Turnover
Turnover % (Support Clinician)
Integrated Corporate Performance Report - April 2017 26
A&E Clinical Hub Establishment
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Clinician- Actual WTE 63.99 65.46
Clinician - Funded WTE 76.00 76.00
Variance -12.01 -10.54
Vacancy % -15.8% -13.9%
Total A&E Clinical Hub Establishment - Actual WTE 402.41 409.48
Total A&E Clinical Hub Establishment - Funded WTE 413.72 413.72
Total Variance -11.31 -4.24
Vacancy % -2.7% -1.0%
A&E Clinical Hub - Turnover
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Turnover % (excl redundancies) 21.60% 21.85%
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub - Clinician Establishment
Clinician - Funded WTE Clinician- Actual WTE
200.00
250.00
300.00
350.00
400.00
450.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub - Total Establishment
Total A&E Clinical Hub Establishment - Funded WTE Total A&E Clinical Hub Establishment - Actual WTE
21.60% 21.85%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub - Staff Turnover (exc Redundancies)
Turnover % (excl redundancies)
Integrated Corporate Performance Report - April 2017 27
UCS - Out of Hours Establishment
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours Clinician - Actual WTE 42.74 42.47
UCS Out of Hours Clinician - Funded WTE 70.24 59.35
Variance -27.50 -16.88
Vacancy % -39.2% -28.4%
Total UCS Out of Hours Establishment - Actual WTE 144.48 143.85
Total UCS Out of Hours Establishment - Funded WTE 203.77 170.82
Variance -59.29 -26.97
Vacancy % -29.1% -15.8%
Out of Hours Service - Turnover (excl redundancies)
UCS Out of Hours - Turnover
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Turnover % (excl redundancies) 25.47% 24.04%
0.00
10.00
20.00
30.00
40.00
50.00
60.00
70.00
80.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours - Clinician Establishment
UCS Out of Hours Clinician - Funded WTE UCS Out of Hours Clinician - Actual WTE
0.00
50.00
100.00
150.00
200.00
250.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours - Total Establishment
Total UCS Out of Hours Establishment - Funded WTE Total UCS Out of Hours Establishment - Actual WTE
25.47% 24.04%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Out of Hours Service Staff Turnover (excl redundancies)
Turnover % (excl redundancies)
Integrated Corporate Performance Report - April 2017 28
UCS - NHS 111 Establishment
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Clinician - Actual WTE 27.11 27.11
NHS 111 Clinician - Funded WTE 27.50 27.50
Variance -0.39 -0.39
Vacancy % -1.4% -1.4%
Total NHS 111 Establishment - Actual WTE 124.17 123.13
Total NHS 111 Establishment - Funded WTE 123.80 123.80
Variance 0.37 -0.67
Vacancy % 0.3% -0.5%
NHS 111 Service - Turnover (excl redundancies)
NHS 111 Service - Turnover
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Turnover % (excl redundancies) 38.90% 37.85%
0.00
5.00
10.00
15.00
20.00
25.00
30.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 - Clinician Establishment
NHS 111 Clinician - Funded WTE NHS 111 Clinician - Actual WTE
0.00
20.00
40.00
60.00
80.00
100.00
120.00
140.00
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 - Total Establishment
Total NHS 111 Establishment - Funded WTE Total NHS 111 Establishment - Actual WTE
38.90% 37.85%
0.00%
5.00%
10.00%
15.00%
20.00%
25.00%
30.00%
35.00%
40.00%
45.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Service Staff Turnover (excl redundancies)
Turnover % (excl redundancies)
Integrated Corporate Performance Report - April 2017 29
Staff Metrics - Sickness
Trust Total Sickness Abstraction % Support Services Sickness Abstraction %
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total Long Term Sickness % 2.60% 2.74%
Trust Total Short Term Sickness % 2.07% 2.12%
Trust Total Sickness % 4.67% 4.86%
Trust Total Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Support Services Long Term Sickness % 1.95% 2.33%
Support Services Short Term Sickness % 1.14% 1.48%
Support Services Total Sickness % 3.09% 3.81%
Support Services Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
A&E Operational Sickness Abstraction % A&E Clinical Hub Sickness Abstraction %
A&E Operations Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations Long Term Sickness % 2.37% 2.61%
A&E Operations Short Term Sickness % 2.14% 2.03%
A&E Operations Total Sickness % 4.51% 4.64%
A&E Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
A&E Clinical Hub Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub Long Term Sickness % 4.16% 4.00%
A&E Clinical Hub Short Term Sickness % 2.75% 2.98%
A&E Clinical Hub Total Sickness % 6.91% 6.98%
A&E Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
2.37% 2.61%
2.14% 2.03%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations Sickness %
A&E Operations Long Term Sickness % A&E Operations Short Term Sickness % A&E Sickness KPI
4.16% 4.00%
2.75% 2.98%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub Sickness %
A&E Clinical Hub Long Term Sickness % A&E Clinical Hub Short Term Sickness % A&E Sickness KPI
1.95% 2.33%
1.14%
1.48%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Support ServicesSickness %
Support Services Long Term Sickness % Support Services Short Term Sickness % Support Services Sickness KPI
2.60% 2.74%
2.07% 2.12%
0.00%
1.00%
2.00%
3.00%
4.00%
5.00%
6.00%
7.00%
8.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total Sickness %
Trust Total Long Term Sickness % Trust Total Short Term Sickness % Trust Total Sickness KPI
Integrated Corporate Performance Report - April 2017 30
UCS Out of Hours Sickness Abstraction % NHS 111 Sickness Abstraction %
UCS Out of Hours Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours Long Term Sickness % 3.02% 2.71%
UCS Out of Hours Short Term Sickness % 1.57% 1.45%
UCS Out of Hours Total Sickness % 4.59% 4.16%
UCS Out of Hours Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
NHS 111 Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Service Long Term Sickness % 4.58% 3.12%
NHS 111 Service Short Term Sickness % 3.23% 4.85%
NHS 111 Service Total Sickness % 7.81% 7.97%
NHS 111 Service Sickness KPI 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00% 4.00%
3.02% 2.71%
1.57% 1.45%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours Sickness %
UCS Out of Hours Long Term Sickness % UCS Out of Hours Short Term Sickness % UCS Out of Hours Sickness KPI
4.58%
3.12%
3.23% 4.85%
0.00%
2.00%
4.00%
6.00%
8.00%
10.00%
12.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 Sickness %
NHS 111 Service Long Term Sickness % NHS 111 Service Short Term Sickness % NHS 111 Service Sickness KPI
Integrated Corporate Performance Report - April 2017 31
Staff Metrics - Staff Appraisal Completion %
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total % Appraisals Completed 74.86% 69.32%
Support Services % Appraisals Completed 75.53% 55.10%
Appraisals Completion KPI 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations % Appraisals Completed 77.11% 72.67%
A&E Clinical Hub % Appraisals Completed 87.39% 78.81%
Appraisals Completion KPI 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00%
77.11% 72.67%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Operations - Appraisals Completed %
A&E Operations % Appraisals Completed Appraisals Completion KPI
87.39%
78.81%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
A&E Clinical Hub - Appraisals Completed %
A&E Clinical Hub % Appraisals Completed Appraisals Completion KPI
75.53%
55.10%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Support Services Appraisals Completed %
Support Services % Appraisals Completed Appraisals Completion KPI
74.86% 69.32%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Trust Total Appraisals Completed %
Trust Total % Appraisals Completed Appraisals Completion KPI
Integrated Corporate Performance Report - April 2017 32
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours % Appraisals Completed 38.77% 45.14%
NHS 111 Service % Appraisals Completed 57.52% 53.77%
Appraisals Completion KPI 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00% 85.00%
38.77% 45.14%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
UCS Out of Hours - Appraisals Completed %
UCS Out of Hours % Appraisals Completed Appraisals Completion KPI
57.52% 53.77%
0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%
90.00%
100.00%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
NHS 111 - Appraisals Completed %
NHS 111 Service % Appraisals Completed Appraisals Completion KPI
Integrated Corporate Performance Report - April 2017 33
A&E Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
88 54
587 563
466 432
121 131
564 500
1,027 1,204
6 12
1 1
100% 80%
7 6
5 4
13 15
0 0
0 1
1 2
n/a n/a
75% 67%
17% 29%
Serious Incidents Currently Under Investigation
Never Events' Identified in Month (included in Serious Incidents figure above)
Number of Moderate Incidents confirmed in Month
Number of Moderate Incidents Under Investigation
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this is possible) in accordance with the Duty of Candour
Percentage of Serious and Moderate Incidents where feedback has been completed within deadline, in accordance with Duty of Candour
Serious Incidents Investigated and Presented to Panel
Adverse Incidents reported relating to medication administration, prescription and supply errors
Number of Adverse Incidents Reported
Of the Adverse Incidents Reported:
Number of Adverse Incidents Reported Relating to the Trust
Number of Adverse Incidents Reported Relating to external services
Number of Adverse Incidents Closed
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Central Alert System (CAS) received
Central Alert System Warnings (outside deadline)
Percentage of Serious Incident investigations completed within 60 working days
Serious Incidents Identified in Month
587 563
88 54 0
100
200
300
400
500
600
700
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Reported
Number of Adverse Incidents Reported Adverse Incidents reported relating to medication administration, prescription and supply errors
1,027
1,204
0
200
400
600
800
1,000
1,200
1,400
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Outstanding
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
6
12
1 1 0
2
4
6
8
10
12
14
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Central Alert System (CAS)
Central Alert System (CAS) received Central Alert System Warnings (outside deadline)
100%
80%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Serious Incidents Completed Within 60 Working Days
Percentage of Serious Incident investigations completed within 60 working days
7
6
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Identified in Month
Serious Incidents Identified in Month
13
15
0
2
4
6
8
10
12
14
16
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Currently Under Investigation
Serious Incidents Currently Under Investigation
0
1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Confirmed in Month
Number of Moderate Incidents confirmed in Month
1
2
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Under Investigation
Number of Moderate Incidents Under Investigation
75%
67%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Moderate Incidents Where Contact is Made in Accordance with Duty of Candour
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this ispossible) in accordance with the Duty of Candour
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Closed Moderate Incidents Investigated Within 35 Working Days
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
A&E Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
94 90
71 116
7 1
133 95
15 8
44 61
47 60
11 13
188 212
102 82
87 89
66 62
Safeguarding Referrals - it is a statutory duty for all organisations that work with children or vulnerable adults to share information, in a timely manner when abuse or neglect is identified or suspected.
Any staff member who has a concern about a vulnerable child or adult will complete a safeguarding referral that is submitted to the SWASFT safeguarding hub. This referral is then triaged and sent out to the relevant agency according to need i.e adult or child social services, GP, Fire, Police, CQC, Named Nurse etc.
963 1,118
Number of Security Incidents Closed (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Safeguarding Referrals
The above figures can change on a daily basis as Complaints, Adverse Incidents and Serious Incidents are often recoded depending on the level of harm caused. Adverse Incidents, Moderate Incidents and Complaints can be deemed a Serious Incident and then downgraded to their original status, some complaints and
plaudits get logged after the report is generated depending on where they are receive in the Trust.
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
Total PALS Reported
Total PALS Closed
Total PALS Currently ongoing
Compliments Received
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Complaints Open (not resolved with the complainant and currently under investigation)
Number of Ombudsman referrals upheld
Number of Complaints Reported
Number of Complaints Closed (resolved with the Complainant and all investigations completed)
Number of Complaints Resolved (with the Complainant but internal investigation ongoing)
94 90
0
10
20
30
40
50
60
70
80
90
100
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Reported
Number of Complaints Reported
133
95
0
20
40
60
80
100
120
140
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Outstanding
Number of Complaints Open (not resolved with the complainant and currently under investigation)
15
8
0
2
4
6
8
10
12
14
16
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Where The Complainant is Awaiting Feedback
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
102
82
0
20
40
60
80
100
120
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Reported
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
66 62
0
10
20
30
40
50
60
70
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Under Investigation
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
963
1,118
0
200
400
600
800
1,000
1,200
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Safeguarding Referrals
Number of Safeguarding Referrals
44
61
0
10
20
30
40
50
60
70
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Reported
Total PALS Reported
11
13
0
2
4
6
8
10
12
14
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Outstanding
Total PALS Currently ongoing
188
212
0
50
100
150
200
250
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Compliments Received
Compliments Received
Out of Hours Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
6 4
15 22
14 19
1 3
13 58
172 151
n/a 100%
0 0
1 1
1 0
0 0
0 0
0 0
n/a n/a
n/a n/a
n/a n/a
Number of Adverse Incidents Closed
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Percentage of Serious Incident investigations completed within 60 working days
Adverse Incidents reported relating to medication administration, prescription and supply errors
Number of Adverse Incidents Reported
Of the Adverse Incidents Reported:
Number of Adverse Incidents Reported Relating to the Trust
Number of Adverse Incidents Reported Relating to external services
Serious Incidents Identified in Month
Serious Incidents Investigated and Presented to Panel
Serious Incidents Currently Under Investigation
Never Events' Identified in Month (included in Serious Incidents figure above)
Number of Moderate Incidents confirmed in Month
Number of Moderate Incidents Under Investigation
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this is possible) in accordance with the Duty of Candour
Percentage of Serious and Moderate Incidents where feedback has been completed within deadline, in accordance with Duty of Candour
15
22
6 4
0
5
10
15
20
25
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Reported
Number of Adverse Incidents Reported Adverse Incidents reported relating to medication administration, prescription and supply errors
100%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Serious Incidents Completed Within 60 Working Days
Percentage of Serious Incident investigations completed within 60 working days
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Identified in Month
Serious Incidents Identified in Month
1
0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Currently Under Investigation
Serious Incidents Currently Under Investigation
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Confirmed in Month
Number of Moderate Incidents confirmed in Month
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Under Investigation
Number of Moderate Incidents Under Investigation
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Moderate Incidents Where Contact is Made in Accordance with Duty of Candour
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this ispossible) in accordance with the Duty of Candour
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Closed Moderate Incidents Investigated Within 35 Working Days
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
172
151
0
20
40
60
80
100
120
140
160
180
200
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Outstanding
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Out of Hours Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
2 6
6 4
0 1
10 6
1 1
2 0
3 2
2 0
4 2
1 0
0 1
5 5
Safeguarding Referrals - it is a statutory duty for all organisations that work with children or vulnerable adults to share information, in a timely manner when abuse or neglect is identified or suspected.
Any staff member who has a concern about a vulnerable child or adult will complete a safeguarding referral that is submitted to the SWASFT safeguarding hub. This referral is then triaged and sent out to the relevant agency according to need i.e adult or child social services, GP, Fire, Police, CQC, Named Nurse etc.
6 7
Number of Ombudsman referrals upheld
Number of Complaints Reported
Number of Complaints Closed (resolved with the Complainant and all investigations completed)
Number of Complaints Resolved (with the Complainant but internal investigation ongoing)
Number of Complaints Open (not resolved with the complainant and currently under investigation)
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
Number of Security Incidents Closed (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Safeguarding Referrals
The above figures can change on a daily basis as Complaints, Adverse Incidents and Serious Incidents are often recoded depending on the level of harm caused. Adverse Incidents, Moderate Incidents and Complaints can be deemed a Serious Incident and then downgraded to their original status, some complaints and
plaudits get logged after the report is generated depending on where they are receive in the Trust.
Total PALS Reported
Total PALS Closed
Total PALS Currently ongoing
Compliments Received
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
2
6
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Reported
Number of Complaints Reported
10
6
0
2
4
6
8
10
12
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Outstanding
Number of Complaints Open (not resolved with the complainant and currently under investigation)
1 1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Where The Complainant is Awaiting Feedback
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
1
0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Reported
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
5 5
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Under Investigation
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
6
7
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Safeguarding Referrals
Number of Safeguarding Referrals
2
0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Reported
Total PALS Reported
2
0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Outstanding
Total PALS Currently ongoing
4
2
0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Compliments Received
Compliments Received
NHS 111 Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
20 20
15 15
5 5
15 58
282 248
n/a n/a
1 0
0 0
1 1
0 0
0 0
0 0
n/a n/a
0% n/a
n/a n/a
Percentage of Serious Incident investigations completed within 60 working days
Adverse Incidents reported relating to medication administration, prescription and supply errors
Number of Adverse Incidents Reported
Of the Adverse Incidents Reported:
Number of Adverse Incidents Reported Relating to the Trust
Number of Adverse Incidents Reported Relating to external services
Number of Adverse Incidents Closed
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Serious Incidents Identified in Month
Serious Incidents Investigated and Presented to Panel
Serious Incidents Currently Under Investigation
Never Events' Identified in Month (included in Serious Incidents figure above)
Number of Moderate Incidents confirmed in Month
Number of Moderate Incidents Under Investigation
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this is possible) in accordance with the Duty of Candour
Percentage of Serious and Moderate Incidents where feedback has been completed within deadline, in accordance with Duty of Candour
20 20
0 0 0
5
10
15
20
25
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Reported
Number of Adverse Incidents Reported Adverse Incidents reported relating to medication administration, prescription and supply errors
0% 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Serious Incidents Completed Within 60 Working Days
Percentage of Serious Incident investigations completed within 60 working days
1
0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Identified in Month
Serious Incidents Identified in Month
1 1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Currently Under Investigation
Serious Incidents Currently Under Investigation
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Confirmed in Month
Number of Moderate Incidents confirmed in Month
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Under Investigation
Number of Moderate Incidents Under Investigation
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Moderate Incidents Where Contact is Made in Accordance with Duty of Candour
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this ispossible) in accordance with the Duty of Candour
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Closed Moderate Incidents Investigated Within 35 Working Days
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
282
248
0
50
100
150
200
250
300
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Outstanding
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
NHS 111 Service Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
3 7
2 3
0 0
5 6
0 0
0 1
0 1
0 0
4 2
0 2
0 0
7 9
Safeguarding Referrals - it is a statutory duty for all organisations that work with children or vulnerable adults to share information, in a timely manner when abuse or neglect is identified or suspected.
Any staff member who has a concern about a vulnerable child or adult will complete a safeguarding referral that is submitted to the SWASFT safeguarding hub. This referral is then triaged and sent out to the relevant agency according to need i.e adult or child social services, GP, Fire, Police, CQC, Named Nurse etc.
266 235
Number of Complaints Closed (resolved with the Complainant and all investigations completed)
Number of Ombudsman referrals upheld
Number of Complaints Reported
The above figures can change on a daily basis as Complaints, Adverse Incidents and Serious Incidents are often recoded depending on the level of harm caused. Adverse Incidents, Moderate Incidents and Complaints can be deemed a Serious Incident and then downgraded to their original status, some complaints and
plaudits get logged after the report is generated depending on where they are receive in the Trust.
Number of Complaints Resolved (with the Complainant but internal investigation ongoing)
Number of Complaints Open (not resolved with the complainant and currently under investigation)
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
Total PALS Reported
Total PALS Closed
Total PALS Currently ongoing
Compliments Received
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Closed (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Safeguarding Referrals
3
7
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Reported
Number of Complaints Reported
5
6
0
1
2
3
4
5
6
7
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Outstanding
Number of Complaints Open (not resolved with the complainant and currently under investigation)
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Where The Complainant is Awaiting Feedback
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
0
2
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Reported
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
7
9
0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Under Investigation
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
266
235
0
50
100
150
200
250
300
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Safeguarding Referrals
Number of Safeguarding Referrals
0
1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Reported
Total PALS Reported
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Outstanding
Total PALS Currently ongoing
4
2
0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Compliments Received
Compliments Received
Tiverton Urgent Care Centre Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
1 2
1 1
0 0
1 1
6 9
n/a n/a
0 0
0 0
0 0
0 0
0 0
0 0
n/a n/a
n/a n/a
n/a n/a
Serious Incidents Investigated and Presented to Panel
Serious Incidents Currently Under Investigation
Adverse Incidents reported relating to medication administration, prescription and supply errors
Number of Adverse Incidents Reported
Of the Adverse Incidents Reported:
Number of Adverse Incidents Reported Relating to the Trust
Number of Adverse Incidents Reported Relating to external services
Number of Adverse Incidents Closed
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Percentage of Serious Incident investigations completed within 60 working days
Serious Incidents Identified in Month
Number of Moderate Incidents confirmed in Month
Number of Moderate Incidents Under Investigation
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this is possible) in accordance with the Duty of Candour
Percentage of Serious and Moderate Incidents where feedback has been completed within deadline, in accordance with Duty of Candour
Never Events' Identified in Month (included in Serious Incidents figure above)
1
2
0 0 0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Reported
Number of Adverse Incidents Reported Adverse Incidents reported relating to medication administration, prescription and supply errors
0% 0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Serious Incidents Completed Within 60 Working Days
Percentage of Serious Incident investigations completed within 60 working days
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Identified in Month
Serious Incidents Identified in Month
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Serious Incidents Currently Under Investigation
Serious Incidents Currently Under Investigation
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Confirmed in Month
Number of Moderate Incidents confirmed in Month
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Moderate Incidents Under Investigation
Number of Moderate Incidents Under Investigation
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Moderate Incidents Where Contact is Made in Accordance with Duty of Candour
Percentage of Moderate Incidents where contact has been made with the patient or relative (where this ispossible) in accordance with the Duty of Candour
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
% of Closed Moderate Incidents Investigated Within 35 Working Days
Percentage of Moderate Incidents closed in the month which were investigated within 35 working days
6
9
0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Adverse Incidents Outstanding
Number of Adverse Incidents Currently Under Investigation (as of last day of month)
Tiverton Urgent Care Centre Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
0 0
0 2
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 0
0 1
0 0
0 0
Safeguarding Referrals - it is a statutory duty for all organisations that work with children or vulnerable adults to share information, in a timely manner when abuse or neglect is identified or suspected.
Any staff member who has a concern about a vulnerable child or adult will complete a safeguarding referral that is submitted to the SWASFT safeguarding hub. This referral is then triaged and sent out to the relevant agency according to need i.e adult or child social services, GP, Fire, Police, CQC, Named Nurse etc.
2 1
Number of Ombudsman referrals upheld
Number of Safeguarding Referrals
The above figures can change on a daily basis as Complaints, Adverse Incidents and Serious Incidents are often recoded depending on the level of harm caused. Adverse Incidents, Moderate Incidents and Complaints can be deemed a Serious Incident and then downgraded to their original status, some complaints and
plaudits get logged after the report is generated depending on where they are receive in the Trust.
Total PALS Closed
Total PALS Currently ongoing
Compliments Received
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Closed (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
Number of Complaints Reported
Number of Complaints Closed (resolved with the Complainant and all investigations completed)
Number of Complaints Resolved (with the Complainant but internal investigation ongoing)
Number of Complaints Open (not resolved with the complainant and currently under investigation)
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
Total PALS Reported
0
2
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Reported
Number of Complaints Reported
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Outstanding
Number of Complaints Open (not resolved with the complainant and currently under investigation)
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Complaints Where The Complainant is Awaiting Feedback
Number of Complaints where an investigation has been returned but the complainant is still awaiting feedback.
0
1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Reported
Number of Security Incidents Reported (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Security Incidents Under Investigation
Number of Security Incidents Currently Under Investigation (SIRS)(A&E Activity, Control, Operations, Fleet, Admin, Education & Training and Patient Safety Incidents)
2
1
0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Safeguarding Referrals
Number of Safeguarding Referrals
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Reported
Total PALS Reported
0 0 0
1
2
3
4
5
6
7
8
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of PALS Outstanding
Total PALS Currently ongoing
0 0 0
1
2
3
4
5
6
7
8
9
10
Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18
Number of Compliments Received
Compliments Received
South Western Ambulance Service NHS Foundation Trust
Financial Performance - Summary Dashboard
Better Payment Practice Code KPI YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Q1 Q2 Q3 Q4On
Target
Of
Concern
Action
Require
d
Better Payment Practice Code NHS (Value) % 95% 99.02% 97.33% 100.00% >95% <95%
Better Payment Practice Code NHS (Volume) % 95% 96.51% 96.67% 96.00% >95% <95%
Better Payment Practice Code Non NHS (Value) % 95% 99.66% 99.43% 99.83% >95% <95%
Better Payment Practice Code Non NHS (Volume) % 95% 99.15% 98.88% 99.38% >95% <95%
Other Key Financial Metrics KPI YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Q1 Q2 Q3 Q4On
Target
Of
Concern
Action
Require
d
Debtors >90 Days Past Due as a % of Total Debtor Balances 5.00% 9.35% 8.61% 9.35% <5% >5%
Creditors >90 Days Past Due as a % of Total Creditor
Balances5.00% 0.64% 0.48% 0.64% <5% >5%
Capital Expenditure as a % of Plan (Min)
(YTD position reported each month)85.00% 96.08% 100.58% 96.08% >85% <85%
Cost Improvement Programme (CIP) as a % of Plan
(YTD position reported each month)85.00% 100.00% 100.00% 100.00% >85% <85%
Single Oversight Framework - Use of Resources KPI YTD Apr-17 May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Q1 Q2 Q3 Q4
Capital Service Capacity (times) 1.00
6.8 times
1.00
6.5 times
1.00
Liquidity (days) 1.00
8.4 days
1.00
7.9 days
1.00
I&E Margin (%) 2.00
0.01%
2.00
0.00%
2.00
Variance in I&E Margin as % of Plan 1.00
0.00%
1.00
0.00%
1.00
Agency Metric 1.00 1.00 1.00
Use of Resources Metric 2.00 2.00 2.00
Comments:
Integrated Corporate Performance Report - April 2017 42
South Western Ambulance Service NHS Foundation Trust
Financial Performance - Statement of Comprehensive Income
Statement of Comprehensive Income Actual Budget Variance Actual Budget Variance
Period Ending 31/05/2017
Month 2
£'000 £'000 £'000 £'000 £'000 £'000
Income:
A&E Income (32,443) (32,441) (1) (194,656) (194,645) (12)
UCS Income (3,632) (3,457) (175) (14,714) (14,300) (414)
PTS Income (11) (4) (7) (32) (25) (7)
HART Income (1,109) (1,109) - (6,652) (6,652) -
Other Income (2,474) (2,029) (445) 2 (13,304) (11,003) (2,301) 2
Total Income (39,668) (39,040) (628) (229,358) (226,625) (2,733)
Expenditure:
Employee Benefits (Pay) 29,547 29,643 (96) 1,2 170,635 171,087 (452) 1,2
Drugs 88 117 (29) 522 484 38
Medical 939 780 159 4,940 4,622 318
ICT 1,066 1,022 44 3 6,346 5,880 465 3
Estates 1,239 1,200 38 7,149 7,001 148
Fleet Expenses 765 737 28 4,509 4,413 96
Fuel 965 958 8 5,692 5,724 (32)
Vehicle Insurance 348 358 (10) 2,107 2,142 (36)
Vehicle Leasing 148 106 42 824 636 188
Education & Training 143 140 3 1,130 840 290
Other 2,026 1,479 548 1 10,753 8,847 1,906 1
Total Operating Expenses 37,275 36,541 734 2 214,606 211,677 2,929 2
EBITDA (2,393) (2,499) 106 (14,752) (14,948) 196
EBITDA % 6.0% 6.4% 6.4% 6.6%
Profit/Loss on Asset Disposal - - - - - -
Depreciation 2,040 2,078 (38) 12,334 12,372 (38)
Impairments - - - - - -
Total Operating (Surplus)/Deficit (353) (421) 68 (2,416) (2,576) 160
Total Interest Receivable (7) (8) 1 (44) (43) (1)
Total Interest Payable 14 20 (6) 105 120 (15)
PDC Dividend 347 409 (62) 2,355 2,499 (144)
Net (Surplus)/Deficit 0 - (0) (0) 0 0
Comments:
1 Use of third parties offset vacancies in A&E;
2 Other income above plan offset by additional expenduiture
3 ICT spend variance is due ECS IT costs matched by income.
Year to Date Forecast
Integrated Corporate Performance Report - April 2017 43
South Western Ambulance Service NHS Foundation Trust
Financial Performance - Statement of Financial Position
31-Mar-17
Statement of Financial Position Actual Actual Budget Variance Actual Budget Variance
Period Ending 31/05/2017
Month 2
£'000 £'000 £'000 £'000 £'000 £'000 £'000
Non-Current Assets
Property, Plant & Equipment & Intangible Assets, Net 87,531 88,034 89,162 (1,128) 1 89,579 90,603 (1,024)
Trade & Other Receivables Non-Current 85 82 10 72 28 - 28 -
Total Non-Current Assets 87,616 88,116 89,172 (1,056) 89,607 90,603 (996)
Current Assets -
Inventories 2,288 2,241 2,266 (25) 2,276 2,276 -
NHS Trade Receivables, Current 721 1,304 2,904 (1,600) 2 1,750 1,750 -
Non NHS Trade Receivables, Current 858 356 482 (126) 2 550 550 -
Other Receivables, Current 722 657 812 (155) 1,241 1,302 (61)
Prepayments, Current, Non-PFI related 1,852 3,957 3,027 930 3 1,850 2,575 (725)
Other Financial Assets, Current 62 2,071 1,403 668 4 79 79 -
Cash and Cash Equivalents 27,406 23,187 19,110 4,077 5 19,277 17,349 1,928 -
Current Assets 33,909 33,773 30,004 3,769 27,023 25,881 1,142
Non Current Assets Held for Sale 168 - - - - - -
Total Current Assets 34,077 33,773 30,004 3,769 27,023 25,881 1,142
TOTAL ASSETS 121,693 121,889 119,176 2,713 116,630 116,484 146
Current Liabilities -
Deferred Income (558) (834) (684) (150) (297) (297) -
NHS Trade Payables (333) (178) (50) (128) 6 (200) (200) -
Non-NHS Trade Payables (3,052) (3,210) (1,800) (1,410) 6 (2,150) (2,150) -
Capital Accruals (2,221) (1,564) (2,520) 956 7 (1,286) (1,386) 100
Other Liabilities (5,995) (6,014) (5,715) (299) (5,106) (5,800) 694
Borrowings (467) (467) (468) 1 (439) (439) -
Other Financial Liabilities (10,116) (11,320) (8,533) (2,787) 8 (10,693) (9,364) (1,329)
PDC Dividend Payable, Current - (295) (409) 114 - - -
Provisions for Liabilities and Charges (3,578) (2,835) (3,175) 340 9 (1,110) (849) (261) - -
Total Current Liabilities (26,320) (26,717) (23,354) (3,363) (21,281) (20,485) (796)
Net Current Assets/(Liabilities) 7,757 7,056 6,650 406 5,742 5,396 346
TOTAL ASSETS LESS CURRENT LIABILITIES 95,373 95,172 95,822 (650) 95,349 95,999 (650)
Non-Current Liabilities -
Finance Leases, Non-Current (613) (614) (613) (1) (614) (613) (1)
Long Term Borrowings (1,290) (1,290) (1,290) - (862) (862) -
Other Financial Liabilities, Non-Current - - - - - - -
Provisions, Non-Current (4,174) (3,972) (3,997) 25 9 (4,077) (4,102) 25
Trade and Other Payables, Non-Current - - - - - - - -
Total Non-Current Liabilities (6,077) (5,876) (5,900) 24 (5,553) (5,577) 24
TOTAL ASSETS EMPLOYED 89,296 89,296 89,922 (626) 89,796 90,422 (626)
Represented By
Public Dividend Capital 43,025 43,025 43,025 - 43,025 43,025 -
Income & Expenditure Account 36,345 36,506 36,679 (173) 10 36,853 37,026 (173)
Revaluation Reserve 9,926 9,765 10,218 (453) 11 9,918 10,371 (453)
TOTAL TAXPAYERS EQUITY 89,296 89,296 89,922 (626) 89,796 90,422 (626)
Comments:1 Property, Plant and Equipment - Begind plan due to 2016/17 - Capital spend (£265k) behind forecast, DV Revaluation (£364k) less than forecast, impairment (£267k) more than forecast and Carbis Bay (£168k) not forecast to be sold = (£1,064k).
2017/18 Capital ahead of plan £6k, depreciation £20k behind plan = (£66k) = (£1,130k)
2 NHS Trade Receivables, Current - ahead of plan, which was based on 2016/17 actuals.
3 Prepayments - Rent and ICT above plan and faster payment for dilapidations (from provisions) not allocated by SBS at month end.
4 Other Financial Assets - High winter pressure, salary recharges and CQUINs.
5 Cash - Prepayments and Other Assets ahead of plan (£1,598k), Recivables better than plan £1,880k, Trade Payables, Other Financial Liabilities and Deferred income more than plan £4,775k,
Provisions & capital accruals less than plan (£1,321k) & 2016/17 outturn £267k more = £4,003k
6 Non-NHS Trade Payables - More invoices outstanding for payment than plan.
7 Capital accruals - Fleet vehicles delivered not yet paid.
8 Other Financial Liabilities - More accruals than plan for Pay, medical gases, ICT, Fleet, Estates and ARP.
9 Provisions - Dilapidations for Acuma paid earlier than plan.
10 Income & Expenditure:- 2016/17 deficit £393k compared to plan deficit £131k = £262k, excess depreciation (£90k) more than plan due to disposal of Carbis Bay = £172k
11 Revaluation Reserve:- 2016/17 revaluation forecast (£364k) more than DV valuation 2016/17 out turn and (£90k) for disposal of Carbis Bay = (£454k)
Year to Date Forecast
Integrated Corporate Performance Report - April 2017 44