Select Committee on Health Written Evidence


Supplementary evidence submitted by Mercury Health (ISTC 06A)

Description of KPI data collected
KPI 01
Total # of Inpatient DNAs
Total # of Daycase DNAs
Total Inpatient Activity
Total Daycase Activity
Incidence of inpatient and/or daycase activities not commenced because of DNAS. Will be calculated as a percentage of all activities.
KPI 02
Total # Cancellations After
Admission (non-clinical)
Total # Inpatient Daycase
Admissions
Procedures cancelled by the provider for non-clinical reasons on or after day of admission; for the purposes of the performance threshold measured as a percentage of all patients admitted to the facility.
KPI 03
Total # Cancellations After
Admission (clinical)
Total # Inpatient Daycase
Admissions
Procedures cancelled by the provider for non-clinical reasons on or after day of admission; for the purposes of the performance threshold measured as a percentage of all patients admitted to the facility.
KPI 04
Total # Patients Returning
to Theatre
Total # Admissions
(to the Facility)
Patient returning to operating theatre for procedure which was unforeseen at the time the patient's previous procedure was completed as a percentage of all patients admitted in the facility.
KPI 06
Total # Patients Rejected
at Referral
Total # Referrals to
the Facility
In respect of the/each facility, the rate of rejection by the provider in respect of patients referred within the referral protocol (schedule 3) as a percentage of all patients who are referred.
KPI 07
Total # Unforseen Inpatient
Admissions
Total # Daycase Admissions
For daycases, inpatient admission to the facility or to other providers' facilities (including NHS providers) which was unforeseen at the time of admission; for the purposes of the performance threshold as a percentage of all daycases in the facility.
KPI 08
Total # Opthalmic Daycase
Inpatient Transfers
Total # Orthopaedic Daycase
Inpatient Transfers
Total # Other Daycase
Inpatient Transfers
Total # Opthalmic Daycase
Inpatient Transfers
Total # Orthopaedic Daycase
Inpatient Transfers
Total # Other Daycase
Inpatient Transfers
Transfers of patients to another provider of inpatient treatment which was not in the management plan for that patient upon admission to the facility, for the pruposes of the performance threshold as a percentage of all inpatients in the facility for:
(i)Ophthalmology and mino surgery
(ii)Orthopaedics
(iii)Other procedures
KPI 09
Total # Emergency and
Readmissions within
previous 29 Days
Total # Patients Discharged
form this Facility
Emergency admissions/readmissions of patients who have received inpatient treatment and have been discharged within 29 days of such discharge where such admission or readmission is related to or arising from the relevant inpatient treatment. For the purposes of the performance threshold measured by HRG as a percentage of all patients discharged.
KPI 14
Total # Completed Daycare
Inpatient procedures
Percentage of procedures carried out under local anaesthetic by HRG as a percentage of all procedures.
KPI 15
To Be Advised
Clinical outcomes specified, by procedure, by reference to the PCPS.
KPI 16
Provider Performance Data

Timelines, completeness and accuracy of provider performace data provided to the joint service review and/or to sponsor.
KPI 17
Clinician Performance Data
Timelines, completeness and accuracy of provider clinician reporting to referring health body's clinician.
KPI 18
Outpatient Satisfaction Level
Daycase and Inpatient
Satisfaction Level
Patient/customer satisfaction (by survey) based on a survey of 10% of all patients at each facility in each (contract month).
KPI 19
Total # Outpatient
Complaints
Total # Complaints Received
from Daycases and
Inpatients
Total # Patients Treated in
this Facility

Rate of patient complaints i.e. number of complaints received as a percentage of all patients referred for:
(i)Outpatient treatment
(ii)Inpatient/daycase treatment
KPI 20
Total Complaints Not
Handled Within
Contract Timescales
Patient complaints handung—complaints not handled within relevant timescales (set out in this agreement).
KPI 21
Total # Incidents Reported
to NPSA or Other Body
Handled Within
Contract Timescales
Incidents which are reportable to the NPSA or other statutory body.
KPI 22
Total # NHS Staff Recruited
in Breach of Clause 9
Additionality—NHS staff recruited in breach of clause 9 of this agreement.
KPI 23
Condition of the Facility
Condition of facility, measured by inspection by a sponsor and/or the provider and assessed against the requirements of the facility manual and operational procedures.
Facility obtained full HCC registration in October 2005.
KPI 24
Total # Security Breaches
Related to Services
Breach of security related to the services where there is an identifiable risk of harm, loss or damage to people or property.
KPI 25
Total Breaches by Provider
of Confidentiality or
Data Protection
Breach by the provider of confidentiality and/or data prqtection requirements in the agreement.
KPI 26
Total Treatments After
Agreed Treat By Date
Failure to meet treat by date




WILL ADAMS TREATMENT CENTRE—PATIENT SATISFACTION SURVEY RESULTS—DAY CASE SURGERY


Period
3 October 2005 to 2 January 2006

Date of first form
01/11/2005
Date of last form
22/12/2005
Total Number of Day Case patients treated
131
Total Number of Day Case patients returning a questionnaire
58 (44.3% of patients treated)





Responses to Questions
Question Analysis
Valid responses
Not Satisfied
Partially Satisfied
Very Satisfied

Yes

No

Were you satisfied with your appointment time and date of attendance at the Centre?
58
0
(0%)
1
(1.7%)
57
(98.3%)
Do you feel that you had to wait too long for your procedure after arriving at the Centre?
58
4
(6.9%)
54
(93.1%)
Were you satisfied with the care and attention you received from staff?
58
0
(0%)
0
(0%)
58
(100%)
Were you satisfied with the information you received?
57
0
(0%)
2
(3.5%)
55
(96.5%)
Were you satisfied with cleanliness and appearance of the Centre?
58
0
(0%)
0
(0.0%)
58
(100%)
Were you satisfied that your privacy was sufficiently protected whilst at the Centre?
58
0
(0%)
2
(3.4%)
56
(96.6%)
Overall, were you satisfied with your experience at the Centre?
57
0
(0%)
1
(1.8%)
56
(98.2%)
Would you recommend the Centre to your family and friends?
57
57
(100%)
0
(0%)




COMMENTS ANALYSIS


Total Number of Questionnaires with written comments
37
All Positive
30 (81.1%)
Mostly Positive
2 (5.4%)
Mostly Negative
5 (13.5%)
All Negative
0 (0.0%)




PSS ID
Date of attendance
Comments

21
01/11/2005
Surgeon and staff made me feel totally at ease and took the worry out of me having an operation
62
01/11/2005
Very impressed with calm efficient atmosphere of Centre. The staff were extremely friendly and helpful removing any stress from the situation.
87
01/11/2005
Very good care and atmosphere
79
03/11/2005
They even looked after my mate who took me. Special thanks to Tina—a lovely nurse who made me a cup of tea and an old man very happy.
41
03/11/2005
Very satisfied with treatment—excellent
48
08/11/2005
No comments
47
09/11/2005
Very helpful staff and extremely pleasant and friendly. Excellent facilities.
71
10/11/2005
First Class Standard—could not be bettered. Lydia and Dr Bosner pleasant, helpful and understanding. I shall be recommending the Centre to my GP Surgery in Sittingbourne.
52
10/11/2005
The degree of care and friendliness is welcome and appreciated. Visit more superior than I could have anticipated. Everything was fully explained. Friendly nurses hand to hold.
53
11/11/2005
No comments
57
11/11/2005
Everything as it should be—much better than attending Medway Hospital
30
14/11/2005
Fast and excellent service
28
15/11/2005
No comments
83
15/11/2005
The Centre is run as all centres should be—1st Class
39
15/11/2005
Friendly and cheerful attitude
23
15/11/2005
I found the staff very friendly and the medical care was such a high standard.
27
17/11/2005
The staff and surgical team provided me with a very high standard of service before, during and after my operation. Many thanks.
33
18/11/2005
No comments
78
19/11/2005
No comments
80
21/11/2005
No comments
54
24/11/2005
Nice to be treated as a person and not a number. Best NHS atmosphere I have ever experienced.
42
24/11/2005
Staff very friendly and helpful
9
29/11/2005
Excellent treatment from Day 1. Very caring and friendly. Not too busy. Look forward to coming back for second operation.
13
29/11/2005
Staff were all helpful and friendly—enjoyed my short stay.
58
29/11/2005
No comments
91
29/11/2005
No comments
40
01/12/2005
No comments
11
01/12/2005
No comments
61
01/12/2005
Thank you all for the care I had on the day
60
01/12/2005
Should have more automatic doors—nurses struggled to open doors into theatre and out of exit door on ward
59
02/12/2005
Everyone was very helpful and friendly
51
02/12/2005
I fell I could not have had any better care or attention. It was how it should be. The aftercare phone call was appreciated also.
70
05/12/2005
Very professional, Excellent care
19
05/12/2005
No comments
18
06/12/2005
No comments
46
07/12/2005
Had to wait too long but understood why
65
07/12/2005
Piece of equipment broke
38
07/12/2005
No comments
77
08/12/2005
The staff were all very attentive and cheerful—it made the visit a lot less traumatic
72
08/12/2005
No comments
63
08/12/2005
No comments
85
08/12/2005
Didn't have to wait too long
43
09/12/2005
Everyone was very kind and I felt very comfortable
32
12/12/2005
Thank you for all the kindness shown whilst I was in the Treatment Centre. I would recommend the Centre to anyone.
44
13/12/2005
Cleaner and more efficient than BUPA Hospital at the Alexander. Staff lovely and put me at ease.
3
14/12/2005
Operative procedure leaflet not provided
67
14/12/2005
All staff extremely friendly and helpful. Very good for my nerves
89
14/12/2005
No comments
35
14/12/2005
All staff very friendly and helpful—could find no faults at all—extremely satisfied
90
14/12/2005
No comments
26
14/12/2005
Very good Centre—all staff are great
29
15/12/2005
No comments
66
15/12/2005
No comments
14
15/12/2005
Didn't like going into theatre and being prepared for operation whilst being awake.
45
15/12/2005
Excellent facilities and the staff were all brilliant
84
16/12/2005
No comments
50
19/12/2005
No comments
56
22/12/2005
All the staff were very helpful and friendly to both me and my wife, making the experience of the operation that more bearable.


AVERAGE TIME FROM REFERRAL RECEIVED TO TREATMENT COMPLETED FOR WILL ADAMS NHS TREATMENT CENTRE—GILLINGHAM

Time period—centre opening—6 March 2006



HRG
Code
Description
Number of Procedures
Average Days
Average Weeks

Total All Procedures
319
41
5.5
F06Oesophagus—Diagnostic Procedures
11
43
5.7
F16Stomach or Duodenum—Diagnostic Procedures
23
48
6.4
F23Small Intestine—Major Procedures <70 w/o cc
2
35
4.5
F34Large Intestine—Major Procedures w/o cc
1
63
9.0
F35Large Intestine—Endoscopic or Intermediate Procedures
1
38
5.0
F42General Abdominal—Very Major or Major Procedures <70 w/o cc
5
52
7.2
F44General Abdominal—Endoscopic or Intermediate Procedures <70 w/o cc
2
45
6.0
F53Inflammatory Bowel Disease—Endoscopic or Intermediate Procedures >69 or w cc
1
45
6.0
F54Inflammatory Bowel Disease—Endoscopic or Intermediate Procedures <70 or w cc
31
43
5.7
F61Gastrointestinal Bleed—Very Major Procedures
2
53
7.0
F63Gastrointestinal Bleed—Diagnostic Endoscopic or Intermediate Procedures
10
44
5.9
F71Abdominal Hernia Procedures >69 or w cc
2
41
5.5
F72Abdominal Hernia Procedures <70 w/o cc
1
41
5.0
F73Inguinal Umbilical or Femoral Hernia Repairs >69 or w cc
5
40
5.4
F74Inguinal Umbilical or Femoral Hernia Repairs <70 w/o cc
30
49
6.5
F92Anus—Intermediate Procedures >49 or w cc
3
39
5.3
F93Anus—Intermediate Procedures <50 w/o cc
3
52
6.7
F94Anus—Minor Procedures >69 or w cc
3
66
9.0
F95Anus—Minor Procedures <70 w/o cc
1
54
7.0
H10Arthroscopies
59
50
6.6
H11Foot Procedures—Category 1
14
43
5.8
H13Hand Procedures—Category 1
18
4
5.2
H17Soft Tissue or Other Bone Procedures—Category 1
<70 or w cc
4
30
4.0
H22Minor Procedures to the Musculoskeletal System
30
14
1.7
H28Non-Inflammatory Bone or Joint Disorders <70 w/o cc
2
14
2.0
H32Musculoskeletal Signs and Symptoms <70 w/o cc
1
13
1.0
H52Removal of Fixation Device <70 w/o cc
1
32
4.0
J30Major Skin Procedures >49 or w cc
6
41
5.3
J35Minor Skin Procedures—Category 2 w/o cc
1
52
7.0
J36Minor Skin Procedures—Category 1 w cc
1
39
5.0
J37Minor Skin Procedures—Category 1 w/o cc
3
53
7.3
L35Urethra Intermediate or Minor Procedures <70 w/o cc
3
41
5.3
L42Vasectomy Procedures
14
35
4.6
L43Scrotum Testis or Vas Deferens Major Open Procedure <70 w/o cc
14
43
5.8
M02Lower Genital Tract Intermediate Procedures
4
46
6.0
R16Thoracic or Lumbar Spinal Disorders <70 w/o cc
7
13
1.3


Status of all referrals received into centre, Sept 2005 to March 2006


Facility
Service Requested
Referral
Month
Accepted
Rejected
Awaiting
Acceptance
Grand
Total

Medway Facility
Consultation
Sep-05
23
6
29
Oct-05
87
44
6
137
Nov-05
116
58
14
188
Dec-05
102
18
5
125
Jan-06
107
17
1
125
Feb-06
107
31
138
Mar-06
97
13
3
113
Endoscopic Investigation
Sep-05
1
1
Nov-05
2
2
Mar-06
1
1
Operative Procedure
Feb-06
1
1
Medway Facility Total
643
188
29
860

Grand Total
643
188
29
860


Patients waiting at end of given calendar month by number of weeks waiting

PATIENTS STILL WAITINGAT MONTH END JANUARY 2006


wait weeks

PCT
Group
1
2
Grand Total
MEDWAY PCT
Colonoscopy
1
1
Gastroscopy
1
2
3

Grand Total
2
2
4



ACTIVITY—NUMBER OF TESTS/PROCEDURES CARRIED OUT DURING THE MONTH JANUARY 2006


PCT
Group
Total

MEDWAY PCT
Colonoscopy
7
Gastroscopy
8
SWALE PCT
Colonoscopy
1
Gastroscopy
2

Grand Total
18




PATIENTS STILL WAITINGAT MONTH END FEBRUARY 2006


Count of weeks
weeks

PCT
Group
0
3
4
Grand Total
MEDWAY PCT
Gastroscopy
1
1
1
3
Colonoscopy
2
2
SWALE PCT
Gastroscopy
1
2
3

Grand Total
1
2
5
8


ACTIVITY—NUMBER OF TESTS/PROCEDURES CARRIED OUT DURING THE MONTH FEBRUARY 2006


PCT
Group
Total

MEDWAY PCT
Gastroscopy
14
Colonoscopy
6
SWALE PCT
Gastroscopy
3
Colonoscopy
2

Grand Total
25

Mercury Health
March 2006








 
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Prepared 25 July 2006