FFTMonthlySummary:October2016
THENORTHLONDONHEALTHCENTRE
Code:F85642
SECTION1
CQRSReporting
CQRSReporting
FFT001
FFT002
FFT003
FFT004
FFT005
FFT006
FFT007
FFT008
FFT009
FFT010
FFT011
FFT012
30
13
2
4
1
0
0
0
0
50
0
0
Notes: 1. TheCQRSReportingtablescoresaboveshouldbeentereddirectlyaspresentedintotheCQRSSystem.ForfurtherinformationpleasecontacttheCQRSservice
deskon08004402777oremailthematcqrsservicedesk@gdit.com.Pleaseselectthe'DataSubmission'tabfromthemainmenu.
SECTION2
ReportSummary
161
SurveyedPatients:
50
Responses:
SMS-Autopoll
ExtremelyLikely
Likely
Neither
Likelynor
Unlikely
Unlikely
Extremely
Unlikely
Don’tKnow
Total
30
13
2
4
1
0
50
30
13
2
4
1
0
50
60%
26%
4%
8%
2%
0%
100%
SMS-UserInitiated
Tablet/App
Web/E-mail
ManualUpload
Total
Total(%)
SummaryScores
86%
10%
4%
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:
86%
PercentileRank:
40TH
0%
50%
100%
Lower
63%
LowScore
Mid
86%
100%
HighScore
Notes: 1. Displaythe'Recommended'scoreandpercentileforcurrentreportingmonth.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
3. Percentilerepresentshowyour'recommended'scorecomparestoallotherpracticesmanagedbyiPLATO.Yourscoreof40thpercentilemeansyourpracticescored
above40%ofallpractices.
PracticeScore:'Recommended'Comparison
FriendsandFamilyScore
100%
90%
80%
70%
60%
50%
40%
30%
03/10
05/10
07/10
12/10
AllPractices
17/10
21/10
26/10
THENORTHLONDONHEALTHCENTRE
Notes: 1. Practicescorecomparisonof'recommended'scoresonly.
2. ScorecalculatedasperNHSrequirements.Seescoringguidancesection.
PracticeScore:'Recommended'DemographicAnalysis
Age
Gender
<25
25-65
65+
AllPractices
77%
87%
93%
THENORTHLONDONHEALTH
CENTRE
67%
85%
100%
AllPractices
87%
THENORTHLONDONHEALTH
CENTRE
86%
100%
82%
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
03/10
05/10
07/10
Recommended
12/10
NotRecommended
Notes: 1. Totalresponseshistoricbyday.
2. Representsactualresponsesreceivedfromallmethods.
3. ResponsesclassifiedasperNHSguidelines.Seescoringguidancesection.
17/10
21/10
Passive
26/10
SECTION5
PatientFreeTextComments:Summary
Thematic
TagCloud
ReceptionExperience
8
ArrangementofAppointment
2
ReferencetoClinician
15
Notes: 1. Thematicanalysisforcurrentreporting
month.
2. Thematicanalysiscoversthemost
discussedthemesbyanalysing
sentencefragementsandisnotan
exhaustiveanalysisofalltalkingpoints.
3. Tagcloudisrenderedusingthemost
usedpresentparticipleverbs,gerund
verb,adverbsandadjectiveswherethe
wordfrequencyisreflectedintextsize.
go really
o
ha d
friendly pp
caring
long
disappointing
knowledgeable wai appalling
tin
also homely
g o
nlin
great
trying q e
excellent
uic
kly
clean
brilliant
co
safe nsis
w te
eff elcontly
mu icien min
ch
ch t g pai
ee
rfu
tho rather nful
l
rou
gh
alw we
ay ll
s
las
t
facingshor
t
top
y
easily
hu
m a sym
pa
n
the
ma
tic
ny
helpful
nice
rude
never medical
lovely
im
pro
v
ing
PatientFreeTextComments:Detail
Notes: 1. FreeTextCommentreceivedforcurrentreportingmonth.
2. ClassificationbasedoninitialresponsetoQ1ratherthancontentofmessage.
3. Legend: Consenttopublishcomment/ Noconsenttopublishcomment
Recommended
AllTheTeamfromreception/doctors/nursearealwaysveryhelpfulandcheerful.Plusneverhavetowaitweeksforanapp.Referralstohospitalformysurgerywasexpress.
Ihaveseenmanydoctorsandtheseareallfriendlyandhelpfulandprovidethebestservice
Topqualitymedicaladvice/treatmentdeliveredinahumanway!
Verywelcomingandhomelyenvironment.Feltlikeinsafehandsthroughoutthetreatment.Aftercarewasalsoexplainedattheend.Veryhappywiththeresults.
Ithinkyouhaveawellorganisedandefficientpracticewithlovelystaff
Excellentdoctors,brilliantbookingsystemandrepeatprescriptionsystem.Veryhappy.
Thedocgavemeplentyoftimetogothroughmymedicalissues.Ididn'tfeelrushedandshewascaringratherthantryingtogetmeinandoutvquickly!
EverythingisgreatexceptthefactthatbookinganappointmentwithadoctoritneedsimprovingasittakestolonguntilIcanseethedoctor.Thankyou
Wasseenontime,helpfuladministratoronthedesk,bookedapptonlineeasily.Doctorveryhelpfulandthorough.
Thereceptionistsarefriendlyandhelpfulandthedoctors/nurseinspiresconfidence
Shorttimeforappoitment.Goodandfriendlyreception'sservice.Thurstworthlydoctor.Cleanroomandcooridors.
Goodservice
Veryfriendlystaff.Nolongwaitingtimes.Goodtimemanagement.Knowledgeabledoctorsandnurses
Ihavealwayshadreallygoodserviceandattentionandnothingistoomuchtrouble.
Thestaffanddoctorsarealwaysveryfriendlyandveryhelpful
Alwayshelpful
Friendlydoctorandontime
Iwasseenontime.Thedoctorwassympatheticandhadaplanofaction.
Veryhappy.
Someofthedoctorsaremarvellousasarethereceptionists.
NotRecommended
Therearetworeceptionistwhoareconsistentlyrudeoverthephoneandinperson.Theymakeyoufeelahindrancewhenyoucallwithanyquery.It'sverydisappointingasI've
beenapatientatthissurgeryfor10years.Thedoctorsareallapleasure,thefrontfacingcustomerserviceofthereceptionisappalling.Thereareonlytwoveryhelpfulandfriendly
ladiesoutofthereceptionteam.Thelastthingoneneedswhenyou'renotwellorworriedaboutahealthissueisrudeandstaffwithnoempathy.
InevercangetanemergencyappointmentformychildrenwhenIneedit...
Passive
Idonesmearttestthenursewasnotreallyniceandwasreallypainful