Patient Experience Report 2021 - 2022
Introduction
Introduction
This annual patient experience report is for the period 1 April 2021 to 31 March 2022 and brings together the data and outcomes from the experience that people have shared about Sussex Community NHS Foundation Trust (SCFT) services.
A summary of the learning and outcomes from peoples experience and feedback is also reported.
The report covers detail on complaints, Parliamentary Health Service Ombudsman (PHSO), Patient Advice and Liaison Service (PALS), compliments and friends and family test (FFT).
Additionally, this annual report describes the progress made against the Patient Experience Strategy, Quality improvement Plan and the Annual Quality Account.
It should be noted that Duty of Candour incidents and status will no longer be reported via the patient experience report as this is reported through a separate duty of candour report.
Summary of Data by Operational Area
Chart 1 – shows the data collected by Area and the numbers received for Compliments, Complaints and Patient Advice and Liaison Service (PALS).
It should be noted that PALS enquiries range from positive to negative feedback, information seeking and advice. Not all PALS enquires related to problems or issues with a NHS service.
Compliments are reported on the number of compliments reported on the Datix system. We know that services receive many more which are not reported.
There are occasions where feedback or queries are received about services which do not fall under the primary clinical operational areas. The four primary areas are:
1) Children’s and Specialist Services
2) West Area – This area will be combined with Central Area in future reports to reflect the new West Sussex Area
3) Central Area – Will in future reports be reflected in West Sussex Area
4) East Area
The data for the areas outside of the main four clinical operational areas have been reported in this annual report, such as estates and facilities, workforce and finance services.
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