Annex A: SLA Performance Summary Q1 Q2, 2013/14 BaNES CCG

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1 Annex A: SLA Performance Summary Q1 Q2, 2013/14 BaNES CCG 1

2 Progress Update Account Manager Commentary There are Service Line Agreements in place for services that the CSU provides to the CCG. Where there are concerns, there are plans in place to address these. There is also an on-going internal review across all service lines in the CSU and this will result in improved services across the board. Since April 2013, there has been an evolving picture of service delivery which has not been consistently satisfactory though there are areas where performance has been excellent. There is a determination to improve at pace and ensure consistent excellence. KPI performance is captured in the next slides. The permanent Associate Director of Commissioning (Account Manager) has been in post since 7 October Immediate priorities include improving delivery, joint working, quality assurance and ultimately improved customer satisfaction. The framework to facilitate this is being established. The CSU is also participating in the weekly CCG contract & operating meetings which are chaired by the CCG Chief Operating Officer. Concerns In August 2013, the CCG requested a remedial action plan in line with clause 6.5 of the contract, in response to concerns raised about five service lines (Patient Experience; Provider Performance; IT; Analytics and Corporate Services FOI). The service lines are making steady progress on completing their actions and it is anticipated that these will be completed within the next quarter. Good News The CSU has provided the CCG with best practice resources to support the CCG in planning the 2014/15 contracting round. The CSU has been working with the CCG to develop a joint timetable the Contracting and Operating Plan Timetable 2014/15. This will help support initiatives to better define roles and responsibilities and will be monitored via weekly meetings. The CSU local Procurement Team has been complimented on the excellent service that they are providing to the CCG and scored 10 out of 10 in a recent customer survey. Page 2

3 SLA KPI summary scorecard: April September 2013 (1) CORPORATE SERVICES M1 [Apr] (Q1) % of FOIs (Freedom of Information) completed within time Monthly 96% 100.0% 42.86% 17.65% 85.71% % 87% RED* 66.0% RED* *The recent changes to the team composition and the implementation of the remedial action plan should result in full SLA compliance. ACTUAL HUMAN RESOURCES M1 [Apr] (Q1) HR had a useful SLA review meeting with CCG leads last month and discussed a number of topics including next batch of HR policies, review and update of HR SLA, appraisals and HR reports. There were no major issues highlighted. Performance on % of staff paid incorrectly has been red due to initial issues although in the last 2 months there have been no reported issues. ACTUAL % of total employee population with processed sickness absences Monthly 100% nil count % % nil count nil count GREEN 100.0% GREEN % of HR/Payroll changes completed within time Monthly 100% 100.0% % % % % GREEN 100.0% GREEN % of adverts placed within time Monthly 100% 100.0% % nil count % % GREEN 100.0% GREEN PROVIDER PERFORMANCE M1 [Apr] (Q1) % of timely contract challenges Monthly 100% n/a n/a nil count n/a n/a GREEN nil count GREEN % of clinical quality contract reports submitted on time Monthly Pass 100.0% 100.0% % % n/a n/a GREEN 100.0% GREEN % of Contract performance and activity analysis reports delivered Monthly Pass on time n/a n/a ACTUAL 3

4 SLA KPI summary scorecard: April September 2013 (2) INFORMATICS M1 [Apr] (Q1) % Timely Dataset Availability Monthly 95% 90.0% 90.0% 95.00% 95.00% 95.00% 90% RED 92.5% AMBER % SUS Cost Model Data Availability Yearly 100% n/a n/a n/a n/a n/a n/a GREEN n/a GREEN % of new users set up within 3 days Monthly 95% Nil count Nil count Nil count % % % GREEN 100.0% GREEN % Core Dataset Timely Availability Monthly 95% 100.0% 100.0% % % % % GREEN 100.0% GREEN % of data returns submitted by deadline Monthly 98% 100.0% 100.0% % % % % GREEN 100.0% GREEN % of routine reports completed and published within deadline Monthly 98% 100.0% 100.0% 93.30% 85.70% % % GREEN 96.5% GREEN % of Ad hoc & routine reports completed and published within deadline Quarterly 70% n/a n/a n/a n/a n/a n/a GREEN n/a GREEN % of questionnaires followed up by end of next working day Monthly 95% Nil count Nil count Nil count Nil count Nil count Nil count GREEN nil count GREEN % of Ad hoc reports completed and published within deadline Monthly 98% 95.0% 95.0% 95.0% 85.00% % % GREEN 95.0% AMBER QUALITY & PATIENT EXPERIENCE M1 [Apr] ACTUAL (Q1) % of quarterly complaint reports produced on time Quarterly 100% n/a n/a n/a % n/a n/a GREEN n/a % of complaints acknowledged within 3 working days Monthly 100% 87.5% % 42.90% % % 100% GREEN 88.6% RED ACTUAL 4

5 SLA KPI summary scorecard: April September 2013 (3) STRAT. PLAN. & SERVICE REDESIGN M1 [Apr] (Q1) % of QIPP highlight reports submitted to CCG this Reporting starts Monthly 100% month next month n/a Stages of strategic planning due vs completed Monthly 100% 1. Baseline Data Provided GREEN Complete GREEN 2. Horizon Scan Pack Provided GREEN Complete GREEN 3. Commissioning Intentions Developed M10 M10 4. Prioritisation Process Completed M10 M10 ACTUAL Information Technology - KPIs in development Finance KPI scorecard under review Procurement N/A 5

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