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	Target²
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 concerns³ ⦁ 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%

² KPIs with internal targets are not reported externally due to commercial sensitivity.

³ 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%

Strategic risks

We routinely consider the challenges and risks to NHS Resolution in relation to the delivery of our strategic priorities, business plan and budget.

For the 2025–28 strategic period, our risk management focus will be on the following areas:

Strategic risk	Actions we take
The rising cost of clinical negligence	Identifying further opportunities that are within our direct control to effectively manage the rising cost of clinical negligence within the current legal frameworks we operate in.
Ensuring that our services remain fit-for-purpose	Regularly reviewing the capability within our existing resources to implement continuous improvement initiatives across all of our services, alongside our business-as-usual work.
Changes in the external environment	We will take a proactive approach to planning for and implementing policy changes that require changes to our business processes.

Resolution through collaboration: 2025/26 business plan