Our performance
We review our performance metrics annually to ensure they continue to reflect our strategic priorities and the external environment. These metrics are monitored through our internal performance framework, including bimonthly performance reporting to NHS Resolution’s Board, as well as through quarterly accountability meetings with DHSC.
Table 1: Annual Key Performance Indicators
Fair Resolution
| Annual KPI No | Annual KPI | Area | Target³ |
|---|---|---|---|
| 1 | Time to resolution from claims decision to agreement of damages | Claims Management | Internal |
| 2 | Reduction in volume of cases that enter litigation before appropriate dispute resolution | Claims Management | Internal |
| 3 | 80% of pharmacy appeals where decision maker agreed with the recommendation of the case manager | Primary Care Appeals | 80% |
| 4 | 90% of advice and other case interventions delivered within target timeframe | Practitioner Performance Advice | 90% |
| 5 | 90% of all exclusions/suspensions critically reviewed (where due) | Practitioner Performance Advice | 90% |
| 6 | Reduction in the time from notification to a decision on entitlement to compensation on an Early Notification Scheme case compared to a similar cerebral palsy case received via the traditional claims route | Claims Management | Internal |
| 7 | Significant concerns⁴ ⦁ Demonstrate that concerns raised through our Significant Concerns Group have included relevant qualitative information ⦁ Demonstrate that concerns raised through our Significant Concerns Group have appropriate steps taken (combination of appropriate steps and actions completed) ⦁ Demonstrate that concerns raised through our Significant Concerns Group have appropriate steps taken in a timely way | Organisation-wide | 100% |
3 KPIs with internal targets are not reported externally due to commercial sensitivity.
4 This KPI has been included to monitor the effectiveness of the operation of the framework to manage concerns which have been referred by individual functions to the cross-organisational Significant Concerns Group. More information about NHS Resolution’s Significant Concerns Group can be found on pages 52–53 of NHS Resolution’s 2022/23 Annual Report and Accounts.
Data and insights
| Annual KPI No | Annual KPI | Area | Target |
|---|---|---|---|
| 8 | Demonstrate engagement with the system to share learning products/services; respond to feedback on these; and review evidence of uptake/implementation | Safety and Learning | 90% |
| 9 | 90% of delegates rate the workshops not less than 4 out of 5 for overall quality | Practitioner Performance Advice | 90% |
Maternity
| Annual KPI No | Annual KPI | Area | Target |
|---|---|---|---|
| 10 | EN clinical review within 30 days of acceptance within the Early Notification Scheme | Safety and Learning | 100% |
| 11 | Incentive Scheme reverification processes completed within their respective predefined timescales | Safety and Learning | 90% |
All services
| Annual KPI No | Annual KPI | Area | Target |
|---|---|---|---|
| 12 | Management of budgets within net Departmental Expenditure Limits. Measured as income from members plus budget from DHSC vs expenditure. | Finance | No overspend, underspend within 5% |
