intervention Benefit Profile (GHABP)/ Client Oriented Scale of Improvement (COSI) and International Outcome Inventory for Hearing Aids (IOI-HA) Outcome 5 Percentage of service users reporting satisfaction with their choice of intervention 90 percent Validated service user reported outcome tools such as Glasgow Hearing Aid Benefit Profile (GHABP)/ Client Oriented Scale of Improvement (COSI) and International Outcome Inventory for Hearing Aids (IOI-HA To be defined locally Quarterly and accumulative annual report to include an analysis of number of patients discharged and surveyed, number of responses received, % of those satisfied or very satisfied with service. Adult Hearing Service Recommended KPIs (incorporating key outcomes above) Referral to Assessment Time Assessments to be completed within 16 working days following receipt of referral, unless patient requests otherwise (90 – 98 percent) Review of Service Quality Performance Reports Sanction Monthly Adult Hearing Service Assessment to Fitting Time Hearing aids to be fitted within 20 working days following assessment, unless patient requests otherwise Note: Some CCGs are specifying outcomes for one stop assess and fit (90 – 98 percent) 85 percent Review of Service Quality Performance Reports Sanction Monthly Adult Hearing Service
services Fitting to Follow Up Time Appointments are offered within 10 weeks from fitting, unless there are clear, documented, clinical reasons to do otherwise, or the patient chooses to wait beyond this period (90-98 percent) Review of Service Quality Performance Reports Sanction Monthly Adult Hearing Service Quicker Follow Up Where patients request this, a quicker follow-up is offered within 5 working days 90 percent Review of Service Quality Performance Reports To be defined locally Monthly Adult Hearing Service Objective Measurements (e.g. REM) - Patients undergo objective measurement at first fitting where clinically appropriate (exceptions reported in IMP) 95 percent Review of Service Quality Performance Reports To be defined locally Monthly Adult Hearing Service Additional Follow Up Where required, additional face to face follow-ups are offered within 7 working days of non-face to face follow-up 90 per cent Review of Service Quality Performance Reports To be defined locally Monthly Adult Hearing Service AfterCare Aftercare is available (face to face or non-face to face) within 2 working days (90 – 98 percent) Review of Service Quality Performance Reports Sanction Monthly Adult Hearing Service
of patient request Information Sharing Patient records and associated letters/reports completed and sent to GP within 5 working days of hearing assessment/ fitting/ follow-up 95 percent Review of Service Quality Performance Reports To be defined locally Monthly Adult Hearing Service Service User Experience Standardised patient questionnaire to be issued at discharge points. 95% of responses received from service users sampled should report overall satisfaction with service 95 percent Review of Service Quality Performance Reports Sanction Quarterly and accumulative annual report to include an analysis of number of patients discharged and surveyed, number of responses received, % of those satisfied or very satisfied with service. Adult Hearing Service Peer Satisfaction of Service Percentage of GPs satisfied with service (A minimum of one GP satisfaction survey will be designed and sent to all referring GPs) 95 percent GP questionnaires To be defined locally Quarterly and accumulative report to include an analysis of completed user questionnaires, demonstrating % of those satisfied or very satisfied with service. Adult Hearing Service Service Improvement Service user questionnaires and peer satisfaction surveys to capture areas for 100 percent of made and agreed with Service User Questionnaires To be defined locally Annual report to demonstrate recommendations and actions taken to Adult Hearing Service
improvements. are addressed address areas of service improvement Reducing Inequalities Patient questionnaire demonstrates a high satisfaction rate from all protected characteristic groups (PCGs) 95 percent Service User Questionnaires To be defined locally Accumulative annual service user questionnaire report analysis to include number of patients surveyed, number of these in PCGs, response rates, response rates for PCGs, % of these specifying overall satisfaction Adult Hearing Service Reducing Barriers* An integrated patient pathway, which facilitates signposting to wider communication/social support services (where appropriate) 100 percent Provider provides demonstrable evidence of % patients who receive information about these support services validated through service user questionnaires To be defined locally Provider provides demonstrable evidence of % patients who receive information about these support services Adult Hearing Service Personalised Care Planning All service users have a personalized care plan produced jointly with users, their family and carers 100 percent Review of audit data to demonstrate that all service users have a completed IMP and service user satisfaction survey To be defined locally Quarterly Adult Hearing Service Increased choice and control of when and where treatment is delivered (time and place) 95 percent Patient questionnaire to monitor satisfaction with amount of choice and control offered To be defined locally Monthly performance report for activity and quarterly report for survey Adult Hearing Service Commissioner
95% of service users sampled should report satisfaction with amount of choice and control Increased uptake of hearing aids and proportion of patients continuing to wear hearing aids Percentage of patients still wearing hearing aids at review stage ((after first follow up, 12, and 24 months) 90 percent of patients fitted with a hearing aid should be continuing to wear the aid(s) at review As above To be defined locally Monthly Performance Report Adult Hearing Service Reduced social isolation and consequent mental health Measure of improvement in outcome measure after hearing aid fitted 90 percent Use of validated tool ( to be defined by profession) To be defined locally Monthly Performance Report Adult Hearing Service Improved quality of life 90 percent Validated service user reported outcome tools such as Glasgow Hearing Aid Benefit Profile (GHABP)/ Client Oriented Scale of Improvement (COSI) and International Outcome Inventory for Hearing Aids (IOI-HA To be defined locally Monthly Performance Report Adult Hearing Service