CQC and Performance Update

1. CQC and Performance Update Mark Cotton Assistant Director

2. Care Quality Commission rating 1 November 2016 “The North East Ambulance Service has a lot of to be proud of and there were clearly many areas of good practice. We found a general culture of passion and enthusiasm at the trust and it was clear that everyone’s first priority was the patient.” Professor Sir Mike RichardsChief Inspector of Hospitals Care Quality Commission.

3. What we do well The CQC highlighted – Outstanding Practice • Culture of compassion and commitment • Clear Vision and Strategy • Shift in patient engagement and staff wellbeing • Improved relationships between Executives and Unions • Front line clinical leadership improved

4. What we do well The CQC highlighted – Outstanding Practice • Good infection prevention control management practices • High patient satisfaction • Introduced Advanced Practitioners • Active in Research • Strong relationships with Sports Ground Safety Authority • The “flight deck” system which monitors hospital capacity and demand in real-time to manage pressures in the system and divert patients to alternative care when necessary • Enrolled in the Mind Blue Light Project

5. CQC Rating - Good

6. Where we need to improve Must do – Regulation 17 – Good Governance

7. Where we need to improve Must do – Regulation 17 – Good Governance

8. Where we need to improve – Should do

9. Dementia work Equality NE award We won the Equality NE award for “Larger Organisations Making a Difference in the Community” for our work around Dementia Awareness and becoming a Dementia Friendly organisation.

10. Our performance Emergency Care Services -2.95% 2016/17 +19.9% * Data provided shows actual volumes for the full financial year 2

11. The time taken to complete an average job has increased by 19% since 2013 The time it takes crews to complete a job has increased by 19% between August 2013 and August 2016. The yearly average is likely to be higher once the winter months have been included. Our crews spend on average 11 minutes longer on each job. Based on 380,000 incidents per year this equates to 2902 days, or an extra16 shifts a day for a year.

12. Our performance Emergency Care Services * Data provided shows actual performance for the full financial year 3

13. Our performance Improving call handling +7.06% -0.64% +25.09% +0.96% * Data provided shows actual volumes for the full financial year 6

14. Our performance Managing 999 calls 87% of callers would recommend our service * Data provided shows actual volumes for the full financial year 7

15. Our performance Patient Transport Services 94% of PTS patients rated their experience as very/fairly good * Data provided shows actual volumes for the full financial year 8

16. Our performance National Benchmarking Category R1 Performance 2016/17 YTD, as at Feb-17 Category R2 Performance 2016/17 YTD, as at Feb-17

17. Our performance End of Life care • Over 95% of End of Life requests are fulfilled. • Over 90% of transport requests are met within 3 hours, with over 50% now met within 1 hour. 10

18. NHS Improvement – Quarterly Ratings

19. Patient Experience Rate of complaints (new complaints received per 1,000 calls answered) Appreciations (new appreciations received per 1,000 calls answered)

20. Patient & Staff Safety • Assaults on Staff • Serious Incidents

21. Handover Time lost to handovers over 15 minutes have reduced between March 2016 and March 2017 by 66%. The hospitals with the greatest amount of time lost to handover for December are NSEC (337 hours), Sunderland Royal (234 hours) and UHND (117 hours).

22. A new journey – operating environment Adapting to changing needs

23. A new model of working…Integrating care and transport