Main telephone number:
020 8401 3000

Why Choose Us?

We provide excellent integrated care for you and your family when and where you need it.

How we are doing - key performance indicators

It’s important for us as a Trust to measure how well we are doing and we do this in a number of ways.

Our corporate objectives outline the strategic direction the Trust is taking to meet national and local standards. Progress is reported to the Board regularly and updates can be found in the Board papers section of this website.

A summary of the objectives is available here.

Each directorate sets specific objectives that meet the main corporate ones. Progress is monoitored through the directorate Quality Boards which meet monthly.

Quality accounts are a review of how well we have done in the previous year. The Quality Account for 2012-2013 is available here.

Key Performance Indicators (KPIs) help us measure the safety, quality speed and effectiveness of the care we deliver. Updates on progress form part of the monthly performance report which is brought to  a number of committees and groups in the Trust, including the Trust Board meeting.

Below are some of the key performance indicators that show the quality of the services we are delivering. Figures are year to date at the end of June 2013.

MRSA bloodstream infections                                                              1

Clostridium difficile cases                                                                     4

A&E total time in department under 4 hours                                      95.43%

A&E 60 minutes ambulance arrival time to triage (breaches)              3

New birth visits within 14 days                                                          92.47%              

Hospital acquired pressure ulcers (grades 3 and 4)                          6

VTE risk assessment on admission                                                 92.41%

Urgent cancer referrals seen within 2 weeks                                  96.22%

Last minute cancelled operations                                                  00.51%

Full details can be found in the Performance Report which is available

on the Trust Board section of the public website.

Infection control

We have very low infection rates. For more information on MRSA and Cdiff see the infection control pages where we publish figures every month.

A&E performance

Timely access to emergency care for the sickest patients is a priority and we work with our colleagues in the Ambulance Service and Urgent Care providers to ensure we assess and either treat or admit to a ward nearly everyone, within four hours.

There are other indicators of a quality emergency care service which can be seen in our regular Board reports.

Mixed sex accommodation

The Trust is compliant with the Government’s requirement to eliminate mixed-sex accommodation, except when it is in the patient’s overall best interest, or reflects their personal choice. In the hospital most of our wards have single sex bays and separate washing and toilet facilities for men and women. For more details see the Privacy and Dignity page.

Surveys and inspections

The Trust is licensed by the Care Quality Commission (CQC) to provide services for the people of Croydon under the new regulating standards in the NHS. 

There are no conditions attached to the license, but the Trust is not complacent and will ensure that the standards are maintained and improved in future years.

The CQC carries out inspections regularly and the most recent reports can be seen on the CQC website.

National patient surveys

The Trust’s performance in the national patient surveys has improved slightly year on year but we do not perform as well as other Trusts in these annual surveys

Stroke services – both in hospital and in the community have been rated as among the best in the country. See the National Sentinel Stroke Audit and CQC site.

The Trust has achieved NHS Litigation Authority level one risk management standards for acute services and level two under the Clinical Negligence Scheme for maternity services  

Patient feedback

We welcome comments from everyone who uses our services at any of our hospitals and clinics – whether those comments are positive or negative.

We gather feedback in a number of different ways and use the results to improve prove services.

Below are a few ways we do this:

Friends and Family test

Since October 2010 the Trust has used the “Just a Minute” (JAM) cards to monitor patients and visitor’s views. This system has now developed into the new Friends and FamilyTest.

The data from these cards and the comments from patients and visitors are analysed and the results returned to each ward and department so they can see how they are doing and where they need to improve.

Results are displayed locally on noticeboards in the wards and departments along with news of any actions the team has taken.

The results create a “net promoter score” where the number of people who say they would recommend the Trust to friends and family is balanced by the number of people who say they would not.

Local surveys

We regularly ask our patients about their experiences of specific services. Details will appear on this page once the surveys are completed

Children's Hospital at Home service - 2012 survey.

NHS Choices feedback

We encourage patients and their relatives to post their thoughts on our services on the NHS Choices website. The comments - positive and negative - are shared with the teams delivering the service to help them improve where necessary and feel pride in their achievements when they have delivered excellent care.

 

 

 

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Our Promises

You feel cared for
You feel in safe hands
You feel confident in your treatment
You feel we value your time
You feel it's getting better 

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