Review of Performance Quality and financial outcomes at ...€¦ · Our Performance Clinical...

20
October 2018 Review of Performance Quality and financial outcomes at Quarter 2 2018/19

Transcript of Review of Performance Quality and financial outcomes at ...€¦ · Our Performance Clinical...

Page 1: Review of Performance Quality and financial outcomes at ...€¦ · Our Performance Clinical Contacts 22963 36504 30190 46.20% 0% 10% 20% 30% 40% 50% 60% 0 5000 10000 15000 20000

October 2018

Review of Performance

Quality and financial outcomes

at Quarter 2 2018/19

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Call Handling

Our performance

Call

Volume

Change from

same month

last year

+5.64%

YTD change

from last year

+6.14%

Call

Volume

Change from

same month

last year

+0.91%

YTD change

from last year

-1.78%

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Call Handling – Benchmarking (September 2018)

Our performance

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Our Performance

Clinical Contacts 2

29

63

36

50

4

30

19

0

46.20%

0%

10%

20%

30%

40%

50%

60%

0

5000

10000

15000

20000

25000

30000

35000

40000

May-17 Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Clinical Contacts

Total Clinician Calls (% of Calls triaged) Target

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Incident Demand

Our performance

Incident Volume

Change from same month last year

+0.65%

YTD change from last year +0.32%

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Our performance

Category Performance

5:53 5:50 6:03 6:19 6:08 6:11

9:58 9:48 10:17 10:51 10:22 10:36

-

2:00

4:00

6:00

8:00

10:00

12:00

14:00

16:00

Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 1

16:46 16:52 17:3920:26 19:00 20:15

0:33:30 0:34:10 0:36:13 0:37:40 0:38:41 0:41:18

-

0:10:00

0:20:00

0:30:00

0:40:00

0:50:00

1:00:00

Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 2

0:51:48 0:51:12 1:00:07 1:09:00 1:05:28 1:11:51

1:58:26 1:57:102:17:46

2:45:222:33:28

2:51:52

-

0:30:00

1:00:00

1:30:00

2:00:00

2:30:00

3:00:00

3:30:00

4:00:00

Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 3

0:48:32 0:57:17 1:01:01 1:10:01 1:09:03 1:19:311:46:23

2:03:122:16:35

2:33:522:52:46

3:41:53

-

0:30:00

1:00:00

1:30:00

2:00:00

2:30:00

3:00:00

3:30:00

4:00:00

Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 4

NEAS Mean NEAS 90th Centile England Average Mean England Average 90th Centile National Standard

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Our performance

Category Performance – National Benchmark (September 2018)

6:1

2

00:00

02:00

04:00

06:00

08:00

10:00

12:00

IoW

EoE

NW

AS

SEC

AM

B

EMA

S

YAS

SCA

S

LAS

SWA

S

WM

AS

NEA

S

Category 1 Response Times - Mean response (min:sec) - September 2018-19

10

:37

00:0002:0004:0006:0008:0010:0012:0014:0016:0018:0020:0022:0024:00

IoW

EoE

SEC

AM

B

EMA

S

NW

AS

SCA

S

SWA

S

YAS

WM

AS

LAS

NEA

S

Category 1 Response Times - 90th centile response (min:sec) - September 2018-19

0:2

0:1

5

00:00

05:00

10:00

15:00

20:00

25:00

30:00

35:00

EMA

S

SWA

S

EoE

NW

AS

YAS

NEA

S

LAS

SEC

AM

B

IoW

SCA

S

WM

AS

Category 2 Response Times - Mean response (hour:min:sec) - September

2018-19

0:4

1:1

8

00:00

10:00

20:00

30:00

40:00

50:00

00:00

10:00

20:00

EMA

S

SWA

S

EoE

NW

AS

YAS

NEA

S

IoW

LAS

SEC

AM

B

SCA

S

WM

AS

Category 2 Response Times - 90th centile response (hour:min:sec) - September

2018-19

3:0

1:5

13

:01

:51

-

0:30:00

1:00:00

1:30:00

2:00:00

2:30:00

3:00:00

3:30:00

4:00:00

EoE

SEC

AM

B

EMA

S

NEA

S

SWA

S

NW

AS

IoW

LAS

SCA

S

YAS

WM

AS

Category 3 Response Times - 90th centile response (hour:min:sec) - September 2018-19

3:4

1:5

3

-0:30:001:00:001:30:002:00:002:30:003:00:003:30:004:00:004:30:005:00:005:30:006:00:006:30:00

SWA

S

EoE

SEC

AM

B

YAS

IoW

NEA

S

NW

AS

SCA

S

EMA

S

LAS

WM

AS

Category 4 Response Times - 90th centile response (hour:min:sec) - September 2018-19

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Our performance

Clinical Indicators – National Benchmark (May 2018)

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

Cardiac Arrest - ROSCs

NEAS Overall NEAS Utstein England Overall England Utstein

0%

10%

20%

30%

40%

50%

60%

Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

Cardiac Arrest Survival to Discharge

NEAS Overall NEAS Utstein England Overall England Utstein

01:00

01:15

01:30

01:45

02:00

02:15

02:30

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

STEMI

NEAS Care Bundle England Care Bundle NEAS PPCI 150 (Mean) England PPCI 150 (Mean)

01:00

01:05

01:10

01:15

01:20

01:25

01:30

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Jun-17 Jul-17 Aug-17 Sep-17 Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18

Stroke

NEAS Care Bundle England Care Bundle NEAS FAST (Mean) England FAST (Mean)

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Our performance

Incident Outcomes (September 18)

• *Data provided shows hear and treats as a proportion of incidents where a resource arrived on scene plus hear and treat activity to align with new AQI guidance, historical performance will differ from previously reported AQI data

• ** Data provided shows see and treat as a proportion of incidents where a resource arrived on scene plus hear and treat activityto align with new AQI guidance, historical performance will differ from previously reported AQI data

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Our performance

Incident Outcomes (September 18)

• *Data provided shows hear and treats as a proportion of incidents where a resource arrived on scene plus hear and treat activity to align with new AQI guidance, historical performance will differ from previously reported AQI data

• ** Data provided shows see and treat as a proportion of incidents where a resource arrived on scene plus hear and treat activityto align with new AQI guidance, historical performance will differ from previously reported AQI data

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Our Performance

Handover Delays (September 18)

20391 19651 20506 19541 17384 19285 19105 20294 19612 20273 19547 19478

366439

1199

1551

1076 1117

866

619668

802 803

1038

0

240

480

720

960

1200

1440

1680

15000

16000

17000

18000

19000

20000

21000

Ho

urs

Lo

st

Arr

ival

s

Arrivals and Time Lost to Handovers

Arrivals Hours Lost to Handover Linear (Hours Lost to Handover)

Hospital Handovers

Sep-18

Darlington Memorial 67.6% 114 0:16:21

James Cook 45.7% 84 0:17:02

NSECH 47.7% 349 0:19:51

Queen Elizabeth 92.1% 6 0:11:11

RVI 63.9% 86 0:13:41

South Tyneside 57.2% 66 0:16:10

Sunderland Royal 63.5% 93 0:14:21

University Hsp of North Durham 61.6% 175 0:17:06

University Hsp of North Tees 59.8% 62 0:14:51

Trust 62.1% 1038 0:15:37

% Completed

in 15 minsHours Lost

Average

Handover

(mins)

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Our Performance

Long Waits (September 18)

RAG RAG

RAGRAG

3.7%

4.8%4.2%

2.7%3.6%

1.7% 1.9%2.3%

3.1%2.7%

3.6%

0.3%

0.3%

0.3%

0.2%

0.1%

0.0%0.1%

0.1%

0.1%0.1%

0.1%

0.1%

0.1%

0.1%

0.2%

0.0%

0.0%0.1%

0.0%

0.0%0.0%

0.0%

0%

1%

2%

3%

4%

5%

6%

Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 1

10.1%

22.2%

15.1%

10.1%14.2%

7.3% 7.4% 7.9% 8.8% 9.3% 10.8%

2.1%

4.8%

2.7%

1.6%

2.4%

1.0% 1.1% 1.2% 1.2% 1.1%1.2%

0.7%

1.3%

0.7%

0.4%

0.7%

0.2% 0.2% 0.3% 0.2% 0.3%0.3%

0%

5%

10%

15%

20%

25%

30%

Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 2

30.6%

45.3%

25.4%19.0% 23.9%

10.3% 9.9% 13.6%18.6% 16.3% 19.4%

9.1%

21.3%

7.1%

3.9%

7.3%

1.2% 1.2%1.5%

2.6% 2.3%3.5%

2.0%

8.1%

2.1%

0.6%

2.3%

0.2% 0.1%0.1%

0.2%0.1%

0.1%

0%

10%

20%

30%

40%

50%

60%

70%

80%

Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 3

17.3% 17.4%

11.1% 10.1% 9.4%

2.7%5.1% 6.1% 6.0%

9.2%12.0%

5.4% 5.4%

1.5% 1.7% 1.4%

0.2%

0.8%0.9% 1.0%

1.5%

2.9%

0.6% 2.0%

0.2% 0.0%0.2%

0.0%

0.0%0.0% 0.3%

0.0%

0.0%

0%

5%

10%

15%

20%

25%

30%

Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Category 4

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Scheduled Care – Timeliness Indicators

Our performance

13

77.90%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Arrival Time

On Time Early Arrival Late Arrival

86.2%

50%

55%

60%

65%

70%

75%

80%

85%

90%

95%

100%

Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Collection within 60 Mins

Collection within 60 Mins

93.50%

50%

60%

70%

80%

90%

100%

Oct-17 Nov-17 Dec-17 Jan-18 Feb-18 Mar-18 Apr-18 May-18 Jun-18 Jul-18 Aug-18 Sep-18

Time On Vehicle < 60 mins

Time on Vehicle <60 Mins

45132

50%

60%

70%

80%

90%

100%

40000

42000

44000

46000

48000

50000

52000

Oct

-17

Nov

-17

Dec

-17

Jan-

18

Feb-

18

Mar

-18

Apr

-18

May

-18

Jun-

18

Jul-1

8

Aug

-18

Sep-

18

Completed Journeys

Completed Journeys - Total Completed Journeys - %

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Patient Experience

Rate of complaints (new complaints

received per 1,000 calls answered)

Appreciations (new appreciations received

per 1,000 calls answered)

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Patient & Staff Safety

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Workforce

*Staff in Post Data is reported 1 month in arrears.

**Sickness Data represents YTD 12 month rolling

6.74% 6.58%6.38%

6.17%6.46% 6.31%

3%

4%

5%

6%

7%

8%

9%

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

Sickness YTD - all staff

2017/18 2018/19

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• There was a change in contract for the 111 IUC service

• Go live – 1st October 2018

• The new contract uses a new set of KPIs (which were used in the bid

to secure the contract)

• Subsequently a new set of national KPIs were released

• There was some cross over and we are now therefore working with a

combined set of KPIs

NHS 111 IUC

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NHS 111 IUC – National KPIsKPI no. Description

1 Calls abandoned after at least 30 seconds

2 Calls answered within 60 seconds

3 Patients called back within 10 minutes

4 95% of Primary Care cases booked to an IUC Treatment Centre / Extended Hours GP Service

5 50% of Primary Care Cases booked to an Urgent Treatment Centre

6 50% of calls with an initial C3/ C4 disposition are revalidated

7 50% of calls with an initial ED disposition are revalidated

8 15% of calls recommended as self-care by a non-clinician

9 40% of calls closed as self-care by a clinician

10 80% of patients who require a prescription medication can obtain it via a prescription issued with IUC/

NUMSAS

11 Directory of Services catch-all occurs in less than 3% of calls

12 Average time to telephone assessment outcome

13 95% of patients receive a face to face consultation in an Urgent Treatment Centre within the specified

period

14 95% of patients receive a face to face consultation within their home residence within the specified period

15 50% of calls receive clinical input

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NHS 111 IUC – Additional Bid KPIs

Quality Requirement Threshold

Calls abandoned after at least 30 seconds <4%

Average time to call answer <20 Secs

Average time to urgent clinical assessment <15 Mins

Direct Primary Care bookings In-hours >10%

Direct Primary Care bookings Out of Hours >90%

Calls closed as self-care by Health Advisor >15%

Calls closed as self-care by Clinician >40%

Directory of Services catch-all <3%

Average time to Assessment Outcome <11 Mins

Face to Face Appointment Time (Pt Exp.) >95%

Face to Face Appointment Time (Clinical Timeliness) Dispositions = < 2 hrs >90%

Face to Face Appointment Time (Clinical Timeliness) Dispositions > 2 Hrs >80%

Face to Face Home Visits >90%

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