KEY PERFORMANCE INDICATOR SCORECARD Embody the best of the NHS for our patients Key Performance Indicator Description End of Yr Target Friends and Family test - Net Promoter Score (National methodology) 58 Friends and family test - Net Promoter Score (CLCH methodology) 85 Patients agreeing with the statement “I was treated with dignity and respect” 95% “I am satisfied with the care I give to patients/service users” (quarterly) 85% The ratio of clinical bank : agency staff by hours worked 65:35 Key Performance Indicator Calculation This KPI is calculated in accordance with "The NHS Friends and Family Test: Publication Guidance". The calculation therefore reflects the proportion of respondents who reply "extremely likely" to the survey question 'How likely is it that you would recommend this service to a friend or family if they needed it', minus those who would not recommend the service (response categories; "neither likely or unlikely", "unlikely" and "extremely unlikely"). The survey to generate the responses for this KPI is the monthly patient experience survey. The calculation of this KPI reflects the percentage of those respondents that gave either an "extremely likely" or "likely" response to the survey question 'How likely is it that you would recommend this service to a friend or family if they needed it', minus those who would not recommend (response categories; "neither likely or unlikely", "unlikely" and "extremely unlikely"). The survey to generate the responses for this KPI is the monthly patient experience survey. This KPI is also taken from the monthly patient experience survey and reflects the percentage of respondents choosing the 'Yes, definitely' category when answering the question "Did the staff treat you with dignity and respect?". This measure reflects the percentage of staff that respond 'strongly agree' or 'agree' when asked to what degree they agree with the statement "I am satisfied with quality of care I give to patients/service users". This question forms part of the National Staff Survey and is replicated internally in the Trusts quartely Pulse Survey. This represents the simple ratio of the total hours worked by the two categories of a) Bank staff and b) Agency staff within the four clinical directorates. Support people safely out of hospital Key Performance Indicator Description End of Yr Target Key Performance Indicator Calculation Proportion of Patients with no NEW harms identified (PST monthly prevalence survey) 98% This metric represents the percentage of patients where one of the four categories of Patient Safety Thermometer harms (Falls, Pressure Ulcers, Catheter Associated UTIs and Veneous Thromboembolisms) did not occur within the current episode of care. The data is generated from a monthly survey of mandated services and clinical teams. QGAF Score, to be tested quarterly 2.5 This KPI reflects Monitors self assessment mechanism used in assessing the readiness for Foundation Trust status. It is assessed quarterly by the Quality Directorate. Hand hygiene audit, to be measured quarterly 92% Percentage of time bedded units achieve minimum staffing each month 100% Statutory and mandatory training compliance 90% Reduction in incidence of Grade 2-4 Pressure Ulcer (by 10% from the previous year). 416 Monthly hand hygiene observations are carried out in bedded services by Infection Prevention Link Practitioners(IPLPs), and this KPI calculation reflects the number of observed hand hygiene opportunities achieving an Overall Confidence Rating of 'Green' as a percentage of the total number of observed hand hygiene opportunities. The calculation of this KPI reflects the NHS England guidelines published in May 2014 and as such calculates a total 'fill rate' for Nursing and Care Assistant staff. The total hours worked by these staff is shown as a percentage of the total hours that should have been worked if minimum staffing levels were met. This KPI reflects the percentage completion rate for all 10 training elements. This measure is a straight count of the number of Grade 2 to Grade 4 Pressure Ulcers that develop or deteriorate whilst the patient is within a CLCH service. Deliver better value than competitors in our selected markets Key Performance Indicator Description Net new business won - annualised figure of committed changes to income Proportion of Services capturing Patients' Clinical Outcomes Percentage of incidents affecting patients that did not cause harm End of Yr Target £3.1m 66% 49.0% Key Performance Indicator Calculation This metric reflects the full-year effect (annualised) of changes to our revenue stream, both positive and negative, from acquisition or loss of business. The figure will be a cumulative total for the year for all changes. This KPI represents the percentage of the 67 services within the Trust which have identified 3 clinicical outcomes and are able to collect and report the data electronically. This measure is the count of the number of harm free incidents expressed as a percentage of the total number of reported incidents. It reflects only those incidents directly related to patients. Be responsive to our patients and partners needs Key Performance Indicator Description Complaints resolved within 25 days of receipt End of Yr Target Key Performance Indicator Calculation 90% This KPI reflects the number of Low/Moderate graded complaints (to which a 25 day completion deadline applies) which are dealt with within 25 days. Formal complaints are administered using the Trusts Datix system. Complaints resolved within timescales agreed with the complainant 100% This KPI applies to complaints which, due to their complexity fall outside of the 25 day completion deadline, and whose completion deadline is agreed with the complainant. The agreed completion date is recorded on the Datix system and the KPI reflects the percentage of complaints which were completed within the agreed timescale. Percentage of Appointments cancelled by CLCH 2.1% Data relating to both patient and service cancellations are collected on the Trusts Patient Administration Systems. This KPI highlights the total number of appointments which were cancelled by a service as a percentage of the total number of planned contacts. Employ only the best staff Key Performance Indicator Description End of Yr Target Key Performance Indicator Calculation Percentage of Staff that recommend CLCH as a place to work 62% This KPI is collected quarterly via the Trusts Pulse Survey for Q1, Q2 and Q4 with the national staff survey covering Q3. The measure reflects those staff who agree or strongly agree with the question asking staff whether they would recommend the Trust as a place to work. The percentage is calculated against total number of responses for that question. Staff appraisal rates 90% This KPI shows the number of staff assignments appraised as a percentage of the number due for appraisal in the same period. The ESR and E-PADR systems provide this data. 3.50% The measure simply reflects the number of hours recorded as being lost due to sickness absence as a percentage of the total hours available in the same period. Data is taken from the ESR system and is reported one month in arrears. Sickness absence rate Vacancy level 11% This KPI reflects the vacant full time equivalent (less frozen posts) divided by the budgeted establishment. Data is taken from two sources namely the ESR system and the General Ledger. Staff from BME backgrounds at bands 7 and above 34% Taken from the Trusts ESR system, this KPI shows the percentage of all staff that self classify as BME. The denominator figure includes those staff whose classification is recorded as not known and not stated. Be innovation and technology pioneers Key Performance Indicator Description End of Yr Target Recurrent QIPPs achieved % of total for the year 100% Percentage of QIPP plans achieving the planned level of savings in-year 100% The Innovation committee will see a number of projects each year, some of which will be taken forward as pilots 30 : 6 KPIs that are RAG rated GREEN on overall data quality confidence level. 85% Continuous improvement model in place and used across service lines 10% Key Performance Indicator Calculation This KPI shows the forecast end of year recurrent QIPP position (including any contingency in reserve) as a percentage of the end of year QIPP target. This KPI reflects the financial position of the year to date 'actual' QIPPS achieved as a percentage of the year to date planned position. This measure reflects the number of projects presented to the Innovation committee and the number which are to be progressed. This KPI reflects the number of board KPIs which are assessed as having appropriate levels of data quality. The assessment is carried out by the Data Quality Forum using a Data Quality Assessment Framework. This measure is currently under development but is expected to reflect the total number of staff successfully undertaking the course.