Our Performance
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Our Performance

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Our Performance

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Our Performance

We want you to know how we are doing.

We collate data and information about the services we deliver.  We share this data throughout the year to give assurance that we deliver safe, efficient services across all areas of the organisation.  We are constantly striving to improve our services, measuring our performance gives us the opportunity to understand what is working well and where changes need to be made in order to improve performance and the quality of care provided.  

The Friends & Family Test

*This shows the percentage of people responding to our Friends & Family Test who gave a positive response about our service.

We want to know what you think.

We work hard to maintain high standards and continually improve our services. Please share your experience of our care in our Friends & Family Test (FFT) to help us continue to do this.

Take The Test

The Friends and Family Test is used widely in healthcare to provide comparable feedback on performance and help us consistently improve our service. When combined with follow-up questions, it provides a way for us to identify both good and bad performance and encourage staff to make improvements where services do not live up to expectations.It will mean that staff have access to up-to-date feedback and will be informed and empowered to take immediate action to tackle areas of weak performance and build on success. Patients will be able to use the information to make decisions about their care and to challenge organisations to improve services while championing those who excel.  More Information can be found at NHS England.

Patient-led Assessments Of The Care Environment (PLACE)

Good environments matter. PLACE assessments provide motivation for improvement by providing a clear message, directly from patients, about how the environment our services might be enhanced. Introduced in 2013 PLACE assesses the quality of the patient environment.

The assessments will see local people go into hospitals as part of teams to assess how the environment supports patient’s privacy and dignity, food, cleanliness and general building maintenance. It focuses entirely on the care environment and does not cover clinical care provision or how well staff are doing their job. The assessments will take place every year, and results will be reported publicly to help drive improvements in the care environment.

The Care Quality Commission (CQC) are the independent regulators of health and social care in England. Their job is to make sure that the care delivered by Provide meets the government standards of quality and safety.

Provide is registered with the CQC and is compliant with all of the Essential Standards of Safety and Quality.

There are four ratings that the CQC give to health and social care services: outstanding, good, requires improvement and inadequate. More information and an explanation of each rating can be found here.

If you have any concerns about any of Provide's services please contact our Customer Service Team on 0300 303 9951/52 or email provide.customerservices@nhs.net. Alternatively raise a concern with the CQC directly here

The Health and Social Care Act 2008 states that CQC registered providers must have a registered manager, set out in Regulation 7: requirements relating to registered managers.

The intention of this regulation is to ensure that people who use services have their needs met because the regulated activity is managed by an appropriate person.

Registered managers must meet the following:

  • Is of good character.
  • Is able to properly perform tasks that are intrinsic to their role.
  • Has the necessary qualifications, competence, skills and experience to manage the regulated activity.
  • Has supplied them with documents that confirm their suitability

Provide's registered Manager is Gerdalize Du Toit.

Customer Engagement

We are committed to actively seeking and responding to the views of our patients. Listening gives us the opportunity to understand what we already do well so that we can keep doing it. It also gives us the chance to learn from service users and improve what we do and we will be running at least one event every year

About the events

We invite the following groups of people:

  • Patients (and carers/family members as appropriate) who have recent experience of a particular care pathway.
  • Clinical staff involved in care delivery across the pathway from our own organisation and from other organisations.
  • Voluntary sector representatives (as appropriate)
  • Senior management to enable them to hear service users views first hand.

The events are interactive and focus on the experience of service users.

If you would be interested in taking part or would like further information please contact our Customer Service team.

Call our Care-Coordination Centre on: 0300 1310 111or email us: provide.ccc@nhs.net

Available Monday to Friday 8am - 6pm

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