FFTMonthlySummary:April2017
SycamoreHouseMedicalCentre
Code:M91020
SECTION1
CQRSReporting
CQRSReporting
FFT001
FFT002
FFT003
FFT004
FFT005
FFT006
FFT007
FFT008
FFT009
FFT010
FFT011
FFT012
43
1
1
1
2
0
0
0
0
48
0
0
Notes: 1. TheCQRSReportingtablescoresaboveshouldbeentereddirectlyaspresentedintotheCQRSSystem.ForfurtherinformationpleasecontacttheCQRSservice
deskon08004402777oremailthematcqrsservicedesk@gdit.com.Pleaseselectthe'DataSubmission'tabfromthemainmenu.
SECTION2
ReportSummary
148
SurveyedPatients:
48
Responses:
ExtremelyLikely
Likely
Neither
Likelynor
Unlikely
Unlikely
Extremely
Unlikely
Don’tKnow
Total
43
1
1
1
2
0
48
43
1
1
1
2
0
48
90%
2%
2%
2%
4%
0%
100%
SMS-Autopoll
SMS-UserInitiated
Tablet/App
Web/E-mail
ManualUpload
Total
Total(%)
SummaryScores
92%
6%
2%
NHSScoringGuidance
RecentguidanceissuedbyNHSEnglandhasconfirmedthemoveawayfromthe‘NetPromoter’scoringmethodologytoasimpler‘PercentageRecommended’and
‘PercentageNotRecommended’method.
Thepercentagemeasuresarecalculatedasfollows:
Recommended(%)=
NotRecommended(%)=
extremelylikely+likely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
extremelyunlikely+unlikely
extremelylikely+likely+neither+unlikely+extremelyunlikely+don'tknow
x100
x100
ForfurtherinformationabouttheselectionofthescoringmethodpleaseseetheNHSFFTReviewpublishedinJune2014here:
http://www.england.nhs.uk/ourwork/pe/fft/fft-test-review/
SECTION3
PracticeScoring
PracticeScore:'Recommended'Rank
YourScore:
92%
PercentileRank:
75TH
0%
50%
100%
Lower
Mid
92% 100%
HighScore
0%
LowScore
Notes: 1. Displaythe'Recommended'scoreandpercentileforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
3. Percentilerepresentshowyour'recommended'scorecomparestoallotherpracticesmanagedbyiPLATO.Yourscoreof75thpercentilemeansyourpracticescored
above75%ofallpractices.
FriendsandFamilyScore
PracticeScore:'Recommended'Comparison
105%
100%
95%
90%
85%
80%
75%
70%
65%
60%
55%
50%
45%
03/04
06/04
10/04
AllPractices
13/04
20/04
26/04
SycamoreHouseMedicalCentre
Notes: 1. Practicescorecomparisonof'recommended'scoresonly.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
PracticeScore:'Recommended'DemographicAnalysis
Age
Gender
<25
25-65
65+
AllPractices
82%
86%
91%
SycamoreHouseMedicalCentre
100%
86%
100%
AllPractices
88%
SycamoreHouseMedicalCentre
85%
89%
93%
Notes: 1. Scoresforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
FFTScore%
PracticeScore:DayoftheWeekAnalysis
110%
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Monday
Tuesday
Wednesday
Recommended
NotRecommended
Notes: 1. PracticeperformancebyDayoftheweek.Representsactualscoreforall'days'duringreportingperiod.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
Thursday
Friday
SECTION4
PatientResponseAnalysis
PatientResponses
14
Responses
12
10
8
6
4
2
0
03/04
06/04
10/04
Recommended
13/04
NotRecommended
Notes: 1. Totalresponseshistoricbyday.
2. Representsactualresponsesreceivedfromallmethods.
3. ResponsesclassifiedasperNHSguidelines.Seescoringguidancesection.
20/04
Passive
26/04
SECTION5
PatientFreeTextComments:Summary
Thematic
TagCloud
ReceptionExperience
10
ArrangementofAppointment
5
ReferencetoClinician
10
go
eff
od
ici
g en
competent
disappointing
Notes: 1. Thematicanalysisforcurrentreporting
month.
2. Thematicanalysiscoversthemost
discussedthemesbyanalysing
sentencefragementsandisnotan
exhaustiveanalysisofalltalkingpoints.
3. Tagcloudisrenderedusingthemost
usedpresentparticipleverbs,gerund
verb,adverbsandadjectiveswherethe
wordfrequencyisreflectedintextsize.
sym
ex re
ce all
h
e
rea t even
lpf llen y
ul t
t
int
e
away
res
pleasant
ted
much
overall
us
efu
l
accommodating
frie
also
jus
hig
h
t
effective emotional
on wai
line l ting
on
g
routine
always ndl
y
late po
giving straight sitive
cle
an
pa important
the
tic
ea
rl y
willing
polite
full
rea
ssu
rin
g
qu
ick
ge
ntl
qu
e
i
ap te c clear
ab requesting
causing
pro
on
le
ve esp
ac
nie ec
iall
extremely habl
nt
y
e
medical
arr
ivin
previous
courteous g
welcoming
du
e
wh
ole
PatientFreeTextComments:Detail
Notes: 1. FreeTextCommentreceivedforcurrentreportingmonth.
2. ClassificationbasedoninitialresponsetoQ1ratherthancontentofmessage.
3. Legend: Consenttopublishcomment/ Noconsenttopublishcomment
Recommended
Earlymorningappointmentswhichfitinwithwork.
Friendly,positiveandreassuringstaff
pleasereadmyreferralthanks
Staffanddrsveryfriendly.IhavealwaysmanagedtogetanappointmentevenwhenI'veneededoneinanemergencyexcellentdrssurgery
Asigotanappointmentstraightawayformyson
Speedofbeingabletomaketheappointmentonlineandlackofwaitingtimeatthesurgery.
Goodservice
Pleasantstaff
Justanexcellentpractice
Quick,friendlyandeffectiveservice
Friendlystaff.Veryaccommodatingandveryefficient.Practiceiscleanandwelcoming.
Everyoneiswillingtohelpatreception.Staffareveryapproachableandmakeyoufeelyouareimportant
I'vealwaysfoundittobeaveryefficientandsympatheticmedicalservice.
Iamimpressedbythefriendlinessofthesurgerybothfromreceptionstaffanddoctors.IhavegreatconfidenceinthecareIreceive.
Excellentservice,polite,friendlyandcompetentstaff,abilitytobookapptswithease,andearlyappttofitaroundwork.Thanksverymuch
Thewholeexperience,greatservice.
BecauseIhavealwayshadgoodservice
Pleasant&helpfulreceptionist&alsothenurse.
Goodoverallservice
Alwaysgetgoodservice,ifthatisrightword,fromDrDugas.Thatiswhylwillonlyseehimiflreallyneedtoo.
Nursewasveryinterestedinwhatwehadtosayandwasverygentlegivingusourinjectionandnotrushed.
DrMatthewDugas.
StaffanddoctorshavealwaysbeenhelpfulcourteoustomeoveralongperiodoftimeandIhaveeveryfaithinDrDugasandhisteam
AudiologyServiceisofhighquality,bloodtestsandroutineproceduresareatconvenienttimestofitinwithfulltimeemployment.
Ifindallthestaffareextremelypleasantandfriendly(especiallythereceptionists-they'refab).DrDugashashelpedmeagreatdealandIthinkhe'sbrill.
OntimeVerypoliteProfessional
NotRecommended
IwasaskedtobookinforasmeartestatmypreviousappointmentthenwhenIarrivedthismorningIwastoldbynurseCookethistestisnotduetillOctoberandifshedidit
todayitwouldnotgenerateanyresults.Iaskedaboutanotherproblemtodowithhairloss,feelingemotionalallthetimeandaskedifthiswastodowithmythyroid,nurseCooke
saidshedidn'tknow.Shedidn'tnotaskanyotherquestionsoreventaketimetothinkaboutwhatcouldbethecauseandreallywasn'tveryhelpful.ThisisnotthefirsttimeI've
comeawayfromthesurgeryfeelingthatnurseCookewasn'tveryinterestedunlikeothernursesI'veseenthere.Arrivingatworklatebecauseofhavingtocometothesurgeryunder
advicefromanursetothenbetolditcan'tbedonetodayandthenjustnotbeingveryinterestedorbotheredinsomethingthatiscausingmesomedistressisquitedisappointing.I
shallberequestingfutureappointmentsarenotwithnurseCookeinfuture.
Didnotgettoseeadoctor.Didnotreceiveanyusefulhelp/advice
Passive
Communicationgapbetweengpandnurse....didn'tleaveclearinformationforher...