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

October 2018

Review of Performance

Quality and financial outcomes

at Quarter 2 2018/19

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%

Call Handling – Benchmarking (September 2018)

Our performance

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

Incident Demand

Our performance

Incident Volume

Change from same month last year

+0.65%

YTD change from last year +0.32%

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


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


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


Category 4

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

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

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%


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%


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%


Stroke

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

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

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)

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%


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%


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%


Category 4

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%


Collection within 60 Mins

Collection within 60 Mins

93.50%

50%

60%

70%

80%

90%

100%


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 - %

Patient Experience

Rate of complaints (new complaints

received per 1,000 calls answered)

Appreciations (new appreciations received

per 1,000 calls answered)

Patient & Staff Safety

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

• 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

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

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%

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

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