Page 74 - Pharmacy Appeals 1/4/04 to 31/3/05

50 Performance analysis

Fit-for-purpose

No. KPI description Area Target Met

Between
Accuracy of budget and in-year
9S°/n and
26 financial management of NHS Finance Not met
100% of in­
Resolution's indemnity schemes
year target
Membership
Undertake annual customer satisfaction and Complete
27a Not met
survey to inform service development Stakeholder in 2021/22
Engagement

60% of
Membership our CNST1
Indemnity scheme member participation
and and LTPS2
27b in our member satisfaction survey to
Stakeholder indemnity
ensure engaged member base
Engagement scheme
members
Not
Increasing applicable
Evidence of increasing scores covered by annual scores in 50%
27c All
customer satisfaction surveys year on year of subject
areas covered

Overall approval rating in the 2020/21
27d All 60%
customer satisfaction survey
Digital,
Data and
28 Availability of core systems 95% Met
Technology
(DDaT)

Availability of extranet and 97.5% in
29 DDaT Met
claims reporting services core hours
Within 24
Respond to critical security alerts
30 DDaT hours of Met
(NHS Digital CareCERT)
receipt

Helpdesk to respond to calls
31 DDaT 90% Met
within two hours of receipt
32 Vacancy rate All <10% Not met

33 Uptake of annual staff appraisals All 90% Met

34 Engagement for the staff survey All >75% Not met

Voluntary turnover of staff during
35 All <15% Not met
six-month probationary period
Finance and
Prompt payment of suppliers
36 Corporate 95% Not met
within 30 days
Planning