NHS Resolution:@0.116465:0.056159:0.212674:0.056159:0.212674:0.047246:0.116465:0.047246:0.009566:0.009324:0.006892:0.004864:0.008397:0.006973:0.005710:0.007981:0.003816:0.007766:0.005226:0.003587:0.007981:0.008128
Annual report and accounts 2021/22:@0.288185:0.056159:0.513709:0.056159:0.513709:0.047246:0.288185:0.047246:0.009230:0.008142:0.008061:0.008142:0.007215:0.003520:0.005629:0.004958:0.007309:0.008222:0.008236:0.004864:0.004555:0.005011:0.006839:0.007604:0.007725:0.005213:0.006839:0.006422:0.006382:0.008061:0.007806:0.007604:0.004743:0.005697:0.004460:0.006879:0.006973:0.006879:0.006973:0.005038:0.007053:0.007242
51:@0.938282:0.056159:0.952053:0.056159:0.952053:0.047246:0.938282:0.047246:0.006046:0.007725
Claims KPI framework:@0.096734:0.106949:0.337916:0.106949:0.337916:0.091351:0.096734:0.091351:0.014272:0.006372:0.012250:0.006466:0.020737:0.009992:0.008911:0.013096:0.012344:0.006372:0.008488:0.009005:0.009640:0.012649:0.021772:0.012720:0.019021:0.014366:0.009569:0.013143
Despite the ongoing impact of Covid-19, we have :@0.096734:0.127800:0.456232:0.127800:0.456232:0.117216:0.096734:0.117216:0.010833:0.008153:0.006461:0.009062:0.003861:0.005121:0.008057:0.005297:0.005409:0.009030:0.008153:0.006047:0.009158:0.009030:0.009030:0.009062:0.003861:0.008727:0.009158:0.006461:0.003861:0.013737:0.009190:0.008121:0.007371:0.005409:0.005042:0.009349:0.004754:0.005712:0.009876:0.009605:0.007642:0.004036:0.009573:0.006382:0.008599:0.008871:0.003462:0.005696:0.012349:0.008982:0.006047:0.008647:0.007642:0.007307:0.007897:0.004371
maintained a good service overall. Through the year, :@0.096734:0.143479:0.472346:0.143479:0.472346:0.132895:0.096734:0.132895:0.013737:0.007850:0.003861:0.008823:0.005409:0.007945:0.003861:0.008727:0.008344:0.009206:0.006461:0.006892:0.006461:0.008823:0.008823:0.008903:0.008903:0.006461:0.006557:0.008057:0.005377:0.007387:0.003861:0.007052:0.008057:0.005632:0.009349:0.007355:0.008344:0.005345:0.007897:0.003861:0.003861:0.003191:0.006382:0.008360:0.009030:0.005361:0.009349:0.009030:0.009158:0.009030:0.005999:0.005409:0.009030:0.008153:0.004786:0.007307:0.007897:0.007722:0.005297:0.003271:0.004371
the pandemic has continued to have a significant :@0.095894:0.158861:0.451372:0.158861:0.451372:0.148277:0.095894:0.148277:0.005409:0.009030:0.008153:0.006047:0.009381:0.008121:0.009030:0.009158:0.008344:0.013737:0.003861:0.007371:0.005568:0.008727:0.007722:0.006557:0.005632:0.007371:0.009174:0.009030:0.005409:0.003861:0.008823:0.009030:0.008105:0.009397:0.005967:0.005409:0.009126:0.005632:0.008823:0.007897:0.007467:0.008057:0.005632:0.006892:0.006461:0.006765:0.003861:0.009397:0.009030:0.003861:0.004994:0.003861:0.007371:0.008121:0.009030:0.005409:0.004371
impact on the healthcare providers we indemnify, :@0.096734:0.174243:0.451861:0.174243:0.451861:0.163658:0.096734:0.163658:0.003861:0.013513:0.009158:0.008121:0.007371:0.005169:0.005201:0.008727:0.008567:0.005712:0.005409:0.009030:0.008073:0.006461:0.009030:0.008344:0.008121:0.003861:0.005233:0.009030:0.007179:0.008121:0.005552:0.008073:0.006461:0.009158:0.005377:0.008982:0.007387:0.003861:0.008903:0.008057:0.005377:0.006557:0.004866:0.012173:0.008823:0.006382:0.003861:0.008727:0.009062:0.008153:0.013354:0.008823:0.003861:0.004707:0.007467:0.003462:0.004371
with the priority being the frontline response. Access :@0.095558:0.189684:0.476356:0.189684:0.476356:0.179100:0.095558:0.179100:0.011838:0.003861:0.005632:0.009238:0.006047:0.005409:0.009030:0.008153:0.006047:0.009158:0.005377:0.003861:0.009078:0.005552:0.003685:0.005409:0.007530:0.005632:0.008903:0.007897:0.003606:0.008567:0.008903:0.006047:0.005409:0.009030:0.008153:0.005201:0.004994:0.005552:0.009349:0.009030:0.005584:0.003861:0.003861:0.009030:0.008344:0.006477:0.005377:0.008057:0.006557:0.009062:0.009062:0.008823:0.006461:0.008153:0.003462:0.006366:0.010291:0.007179:0.007371:0.008344:0.006765:0.006765:0.004371
to healthcare professionals to provide expert and :@0.095894:0.205066:0.447336:0.205066:0.447336:0.194482:0.095894:0.194482:0.005121:0.008982:0.006047:0.009030:0.008344:0.008121:0.003861:0.005233:0.009030:0.007371:0.008121:0.005552:0.008344:0.005999:0.009381:0.005552:0.008998:0.004994:0.008105:0.006765:0.006589:0.003861:0.009078:0.009030:0.007850:0.003861:0.006765:0.005153:0.005409:0.009030:0.006047:0.009062:0.005297:0.008903:0.007307:0.003861:0.008823:0.007977:0.006047:0.008344:0.007323:0.009190:0.008344:0.005552:0.005169:0.005297:0.007642:0.008488:0.008823:0.004371
factual input into claims has been constrained.:@0.095894:0.220448:0.426420:0.220448:0.426420:0.209863:0.095894:0.209863:0.004994:0.008121:0.007546:0.005409:0.009030:0.008121:0.003861:0.006573:0.003861:0.009030:0.009110:0.009030:0.005409:0.005887:0.003861:0.008567:0.005201:0.008982:0.005632:0.007371:0.003622:0.007897:0.003861:0.013354:0.006765:0.005919:0.008647:0.007722:0.006557:0.006047:0.008903:0.007977:0.007977:0.008647:0.006047:0.007371:0.009349:0.009030:0.006573:0.005409:0.005552:0.007850:0.003861:0.009030:0.008344:0.009158:0.003462
This has resulted in challenges in fully meeting a :@0.095894:0.236127:0.442517:0.236127:0.442517:0.225542:0.095894:0.225542:0.008360:0.008679:0.003861:0.006557:0.006047:0.008647:0.007722:0.006557:0.005712:0.005377:0.008057:0.006557:0.008727:0.003861:0.005042:0.008057:0.009062:0.006461:0.003366:0.007977:0.006047:0.007371:0.009030:0.008121:0.003861:0.003861:0.008153:0.009030:0.009397:0.008105:0.006765:0.006079:0.003271:0.007642:0.006047:0.004994:0.009030:0.004036:0.003861:0.007897:0.005632:0.013354:0.008057:0.008057:0.005409:0.003654:0.008727:0.009158:0.006461:0.006461:0.004371
small number of our KPIs, specifically the time to :@0.096314:0.251508:0.447261:0.251508:0.447261:0.240924:0.096314:0.240924:0.006461:0.013019:0.007802:0.003861:0.003526:0.006461:0.009030:0.009030:0.013737:0.009094:0.008344:0.005552:0.005664:0.009349:0.004754:0.005201:0.009349:0.009030:0.005377:0.006047:0.008727:0.008567:0.004036:0.006461:0.003271:0.006461:0.006765:0.009381:0.008344:0.007084:0.003861:0.004994:0.003861:0.007371:0.008121:0.003861:0.003861:0.007483:0.004786:0.005409:0.009030:0.008153:0.005632:0.005409:0.003861:0.013737:0.008057:0.005201:0.005121:0.008982:0.004371
respond to a formal claim for compensation.:@0.096734:0.266890:0.412262:0.266890:0.412262:0.256306:0.096734:0.256306:0.005297:0.007977:0.006461:0.008982:0.008903:0.008647:0.008982:0.006047:0.005409:0.009030:0.005712:0.006797:0.005632:0.004994:0.009349:0.005552:0.013434:0.008121:0.003861:0.006318:0.007132:0.003861:0.007722:0.003861:0.013274:0.005632:0.004994:0.009541:0.005552:0.005696:0.007371:0.009174:0.013737:0.009110:0.008344:0.009030:0.006765:0.008121:0.005409:0.003861:0.009349:0.009030:0.003462
A more detailed analysis of KPIs:@0.095894:0.303112:0.449297:0.303112:0.449297:0.287514:0.095894:0.287514:0.016952:0.007641:0.020314:0.013684:0.008817:0.012014:0.008064:0.014201:0.012720:0.008864:0.012438:0.006677:0.006677:0.012414:0.014272:0.008488:0.012649:0.014225:0.012649:0.006677:0.012649:0.010345:0.006677:0.010345:0.007665:0.014201:0.008817:0.008488:0.013778:0.013025:0.006630:0.010345
 :@0.448216:0.303112:0.454658:0.303112:0.454658:0.287514:0.448216:0.287514:0.006442
that were unmet:@0.095894:0.324492:0.281565:0.324492:0.281565:0.308894:0.095894:0.308894:0.009146:0.014154:0.012649:0.009146:0.006489:0.019374:0.013190:0.009569:0.013096:0.008911:0.013778:0.013848:0.020831:0.012344:0.009146
KPIs 1  and 2 -  Response time to a:@0.097153:0.343984:0.384298:0.343984:0.384298:0.332842:0.097153:0.332842:0.010899:0.010312:0.005324:0.007389:0.006382:0.006466:0.004635:0.004182:0.009489:0.010664:0.010916:0.006802:0.008901:0.005626:0.006785:0.002872:0.006046:0.011840:0.009741:0.007977:0.011252:0.011084:0.011000:0.007977:0.009741:0.005710:0.006970:0.005206:0.016626:0.009825:0.005710:0.006886:0.010832:0.006046:0.009035
 :@0.383727:0.343984:0.388328:0.343984:0.388328:0.332842:0.383727:0.332842:0.004602
formal  claim for compensation:@0.095894:0.359128:0.359140:0.359128:0.359140:0.347987:0.095894:0.347987:0.006886:0.010832:0.007137:0.016290:0.009489:0.005038:0.004635:0.002586:0.008061:0.005122:0.009237:0.004954:0.015786:0.006802:0.007053:0.011084:0.007305:0.005626:0.008733:0.011084:0.016542:0.011252:0.009825:0.010916:0.007977:0.009657:0.007053:0.005122:0.011000:0.010160
We missed the KPI  relating to meeting  protocol :@0.095558:0.379493:0.436231:0.379493:0.436231:0.368908:0.095558:0.368908:0.014901:0.008344:0.006557:0.013019:0.003861:0.006222:0.006461:0.007897:0.008903:0.005632:0.005409:0.009206:0.008344:0.006430:0.008153:0.007897:0.003781:0.004371:0.002425:0.005377:0.007977:0.003861:0.007722:0.005201:0.003861:0.008567:0.009062:0.006047:0.005409:0.009030:0.006047:0.013354:0.008057:0.008057:0.005409:0.003654:0.008727:0.009158:0.004371:0.002521:0.008903:0.005297:0.008903:0.005121:0.008982:0.007052:0.008903:0.003861:0.004371
timescales where the pandemic limited the availability :@0.095894:0.394934:0.483775:0.394934:0.483775:0.384350:0.095894:0.384350:0.005409:0.003861:0.013737:0.008153:0.006765:0.007371:0.007945:0.003861:0.008344:0.006765:0.004786:0.011758:0.009317:0.008567:0.005552:0.008727:0.005712:0.005409:0.009030:0.008073:0.006047:0.009381:0.008121:0.009030:0.009158:0.008344:0.013737:0.003861:0.007371:0.005568:0.003861:0.003526:0.013178:0.003861:0.004962:0.007977:0.008982:0.006047:0.005409:0.009030:0.008153:0.006047:0.008121:0.007642:0.007834:0.003861:0.003861:0.007818:0.009381:0.003638:0.003861:0.003861:0.005121:0.007722:0.004371
of healthcare professionals to provide expert opinions, :@0.096314:0.410316:0.485727:0.410316:0.485727:0.399732:0.096314:0.399732:0.009349:0.004754:0.005632:0.009030:0.008344:0.008121:0.003861:0.005233:0.009030:0.007371:0.008121:0.005552:0.008344:0.005999:0.009381:0.005552:0.008998:0.004994:0.008105:0.006765:0.006589:0.003861:0.009078:0.009030:0.007850:0.003861:0.006765:0.005153:0.005409:0.009030:0.006047:0.009062:0.005297:0.008903:0.007307:0.003861:0.008823:0.007977:0.006047:0.008344:0.007323:0.009190:0.008344:0.005552:0.005169:0.005297:0.009158:0.009381:0.003861:0.008839:0.003861:0.009158:0.009030:0.006589:0.003462:0.004371
for example.  In the lower value tranches the target :@0.095894:0.425995:0.462428:0.425995:0.462428:0.415410:0.095894:0.415410:0.004994:0.009541:0.005552:0.005361:0.008344:0.007323:0.007850:0.013737:0.009381:0.003861:0.008121:0.003462:0.004371:0.002824:0.003606:0.007722:0.005632:0.005409:0.009030:0.008153:0.006461:0.003861:0.009349:0.011535:0.008344:0.005552:0.004850:0.007642:0.008312:0.003861:0.009030:0.008344:0.005137:0.005409:0.005552:0.008121:0.009030:0.007371:0.009269:0.008344:0.006940:0.005297:0.005409:0.009030:0.008073:0.005712:0.005409:0.008121:0.005552:0.009222:0.008344:0.005409:0.004371
was missed  by 20%  and a  10%  reduction from the :@0.095558:0.441375:0.465858:0.441375:0.465858:0.430791:0.095558:0.430791:0.012093:0.008567:0.007132:0.006047:0.013019:0.003861:0.006222:0.006461:0.007897:0.008903:0.004371:0.002425:0.008647:0.007132:0.005201:0.009317:0.009493:0.014279:0.004371:0.002425:0.007802:0.008647:0.008982:0.006382:0.006892:0.004371:0.003685:0.008903:0.008982:0.013513:0.004371:0.002936:0.005552:0.008057:0.009158:0.008823:0.007371:0.005058:0.003861:0.008982:0.008823:0.006047:0.004994:0.005552:0.009014:0.013513:0.005632:0.005409:0.008695:0.008057:0.004371
previous year.  Performance was stronger in the higher :@0.096734:0.456757:0.484519:0.456757:0.484519:0.446173:0.096734:0.446173:0.009062:0.005377:0.008057:0.007387:0.003861:0.008903:0.008823:0.006557:0.004866:0.007307:0.007897:0.007722:0.005201:0.003271:0.004371:0.003271:0.008934:0.008344:0.005552:0.004994:0.009349:0.005552:0.013449:0.008121:0.009030:0.007116:0.008344:0.004754:0.012093:0.008567:0.007132:0.005632:0.006765:0.005409:0.005552:0.009142:0.009030:0.009397:0.008105:0.005552:0.005536:0.003271:0.007642:0.006047:0.005409:0.009030:0.008153:0.006047:0.009030:0.003654:0.009158:0.009030:0.008009:0.005552:0.004371
value tranches (cases valued above £100,000) where :@0.095558:0.472138:0.475414:0.472138:0.475414:0.461554:0.095558:0.461554:0.007642:0.008121:0.003861:0.008759:0.008344:0.005600:0.005409:0.005552:0.008121:0.009030:0.007371:0.009269:0.008344:0.006940:0.005632:0.004818:0.007100:0.007897:0.006557:0.008153:0.006765:0.004371:0.007419:0.008121:0.003861:0.008839:0.008344:0.009397:0.006270:0.007897:0.009062:0.009158:0.007387:0.008057:0.006461:0.009238:0.009317:0.009158:0.009238:0.003701:0.009158:0.009238:0.009158:0.005121:0.004866:0.011535:0.009381:0.008344:0.005760:0.008344:0.004371
the target was missed  by 2%.  However, we exceeded :@0.095894:0.487579:0.481223:0.487579:0.481223:0.476995:0.095894:0.476995:0.005409:0.009030:0.008153:0.005297:0.005409:0.008121:0.005791:0.009397:0.008344:0.005600:0.004371:0.012173:0.008567:0.007132:0.006047:0.013019:0.003861:0.006222:0.006461:0.007897:0.008903:0.004371:0.002521:0.008647:0.007052:0.005297:0.009748:0.014869:0.003941:0.004371:0.003350:0.010993:0.009158:0.011344:0.008153:0.007467:0.008153:0.005552:0.003271:0.005632:0.012173:0.008823:0.006047:0.008057:0.007132:0.007052:0.008153:0.008057:0.009158:0.008057:0.009158:0.004371
our target by 6% for the KPI  measuring our response :@0.096314:0.502961:0.479536:0.502961:0.479536:0.492377:0.096314:0.492377:0.009062:0.009030:0.005329:0.004786:0.005409:0.008121:0.005791:0.009573:0.008344:0.005409:0.005728:0.008823:0.007307:0.005297:0.009397:0.014359:0.006461:0.004994:0.009541:0.005552:0.005281:0.005409:0.009030:0.008153:0.006461:0.008057:0.007897:0.003781:0.004371:0.002425:0.013737:0.008009:0.008121:0.006493:0.009030:0.005329:0.003861:0.008727:0.009397:0.006302:0.009062:0.009030:0.005329:0.006047:0.005552:0.007881:0.006557:0.009062:0.008982:0.008727:0.006461:0.007977:0.004371
to an agreed timeframe between the parties.:@0.095894:0.518640:0.415236:0.518640:0.415236:0.508056:0.095894:0.508056:0.005121:0.008982:0.005712:0.007642:0.008488:0.006382:0.007802:0.009158:0.005377:0.008057:0.008057:0.009158:0.005632:0.005409:0.003861:0.014072:0.008344:0.005169:0.005552:0.008296:0.013737:0.008520:0.006461:0.009381:0.008344:0.005409:0.011535:0.008344:0.008344:0.009030:0.005696:0.005409:0.009030:0.008153:0.006382:0.009062:0.007802:0.005377:0.005409:0.003574:0.008057:0.006557:0.003462
KPI 3 -  Time to resolution:@0.097153:0.539256:0.314888:0.539256:0.314888:0.528115:0.097153:0.528115:0.010244:0.009741:0.004954:0.006886:0.008481:0.006046:0.006785:0.002872:0.005206:0.010412:0.005122:0.016374:0.009657:0.005626:0.006886:0.010832:0.006886:0.007137:0.009657:0.007893:0.010916:0.005122:0.010832:0.006970:0.005122:0.010916:0.010160
We did  not meet our KPI that measures the time :@0.095558:0.559384:0.445293:0.559384:0.445293:0.548799:0.095558:0.548799:0.014901:0.008344:0.006142:0.008488:0.003526:0.008567:0.004371:0.002425:0.008823:0.008982:0.005201:0.005632:0.013737:0.008344:0.008057:0.005409:0.005169:0.009349:0.009030:0.005552:0.005871:0.008057:0.007897:0.003781:0.006047:0.005409:0.009365:0.008312:0.005409:0.006174:0.013513:0.008153:0.008121:0.006414:0.009030:0.005329:0.008153:0.006765:0.005073:0.005409:0.009030:0.008153:0.005632:0.005201:0.003861:0.013098:0.008057:0.004371
between a decision  being  made on whether to admit :@0.096734:0.575062:0.479972:0.575062:0.479972:0.564478:0.096734:0.564478:0.009381:0.008344:0.005409:0.011535:0.008153:0.008344:0.009030:0.006302:0.006892:0.006382:0.009158:0.008153:0.007132:0.003861:0.006382:0.003861:0.008823:0.008727:0.004371:0.002425:0.008903:0.007897:0.003606:0.008567:0.008903:0.004371:0.002521:0.013434:0.007897:0.009397:0.007977:0.005632:0.008567:0.008392:0.005632:0.011918:0.009493:0.008647:0.005712:0.009397:0.008647:0.005791:0.005297:0.005409:0.009030:0.005297:0.008121:0.009174:0.013513:0.003861:0.005201:0.004371
liability and payment of any agreed compensation.:@0.096734:0.590443:0.454988:0.590443:0.454988:0.579859:0.096734:0.579859:0.003861:0.003526:0.007897:0.008982:0.003861:0.003861:0.003622:0.005409:0.007355:0.005201:0.007802:0.008647:0.008982:0.006461:0.009381:0.008121:0.007722:0.013737:0.008344:0.009030:0.005409:0.005089:0.009349:0.004754:0.005712:0.008121:0.008759:0.007722:0.005217:0.007897:0.009062:0.005377:0.008057:0.008057:0.009062:0.006047:0.007371:0.009174:0.013737:0.009110:0.008344:0.009030:0.006765:0.008121:0.005409:0.003861:0.009349:0.009030:0.003462
This KPI  requires a year-on-year reduction  in time to :@0.095894:0.605885:0.467853:0.605885:0.467853:0.595301:0.095894:0.595301:0.008360:0.008679:0.003861:0.006557:0.006461:0.008057:0.007897:0.003781:0.004371:0.002425:0.005552:0.007881:0.009062:0.008727:0.003861:0.005201:0.007977:0.006557:0.005632:0.006892:0.005201:0.007467:0.008153:0.008121:0.005313:0.006206:0.009158:0.009030:0.006079:0.007722:0.007977:0.008121:0.005313:0.006047:0.005552:0.008137:0.009158:0.008823:0.007371:0.005058:0.003861:0.008982:0.008823:0.004371:0.002425:0.003271:0.007642:0.006047:0.005409:0.003861:0.013737:0.008057:0.005201:0.005121:0.008982:0.004371
resolution to meet its target. This year, the time taken :@0.096734:0.621267:0.481967:0.621267:0.481967:0.610683:0.096734:0.610683:0.005297:0.007977:0.006765:0.008934:0.003861:0.008727:0.005201:0.003861:0.009078:0.008823:0.005632:0.005409:0.009126:0.006047:0.013513:0.008153:0.008153:0.005409:0.005935:0.003446:0.004866:0.006126:0.005297:0.005409:0.007945:0.005552:0.009397:0.008344:0.005409:0.003462:0.006461:0.008360:0.008855:0.003861:0.006765:0.004371:0.007722:0.007929:0.007897:0.005377:0.003462:0.005935:0.005409:0.009030:0.008153:0.005201:0.005409:0.003861:0.013737:0.008057:0.005201:0.005409:0.007945:0.007929:0.008344:0.009030:0.004371
from admission of liability to settlement increased  by :@0.095894:0.636648:0.475990:0.636648:0.475990:0.626064:0.095894:0.626064:0.004994:0.005552:0.009014:0.013513:0.006047:0.008121:0.009094:0.013354:0.003861:0.006557:0.006557:0.003861:0.009078:0.009030:0.006254:0.009349:0.004754:0.005712:0.003861:0.003526:0.007897:0.008982:0.003861:0.003861:0.003622:0.005409:0.007355:0.004786:0.005409:0.009126:0.005632:0.006765:0.008520:0.005409:0.005409:0.003861:0.008344:0.013928:0.008344:0.009030:0.005409:0.005600:0.003861:0.008727:0.007132:0.005377:0.008153:0.007802:0.006765:0.007929:0.009158:0.004371:0.002521:0.008392:0.006892:0.004371
over  10%  compared with the previous year. Again, this :@0.096314:0.652030:0.493640:0.652030:0.493640:0.641446:0.096314:0.641446:0.008982:0.007387:0.008057:0.005377:0.004371:0.002521:0.009062:0.009062:0.013689:0.004371:0.002521:0.007132:0.009158:0.013434:0.009158:0.008121:0.005313:0.008344:0.009030:0.005632:0.011918:0.004036:0.005712:0.009397:0.005632:0.005409:0.009030:0.008153:0.006461:0.009062:0.005377:0.008057:0.007387:0.003861:0.008903:0.008823:0.006557:0.004866:0.007307:0.007897:0.007722:0.005201:0.003271:0.006047:0.010753:0.009573:0.008392:0.003861:0.009413:0.003462:0.006525:0.005201:0.008727:0.003861:0.006382:0.004371
KPI  relies on the input of healthcare professionals to :@0.097153:0.667709:0.470740:0.667709:0.470740:0.657124:0.097153:0.657124:0.008057:0.007897:0.003781:0.004371:0.002521:0.005297:0.007802:0.003606:0.003606:0.007897:0.006382:0.005712:0.008567:0.008312:0.006047:0.005409:0.009030:0.008153:0.006047:0.003861:0.009030:0.009110:0.009030:0.005409:0.005042:0.009349:0.004754:0.006047:0.009030:0.008344:0.008121:0.003861:0.005233:0.009030:0.007371:0.008121:0.005552:0.008344:0.005999:0.009381:0.005552:0.008998:0.004994:0.008105:0.006765:0.006589:0.003861:0.009078:0.009030:0.007850:0.003861:0.006765:0.005153:0.005121:0.008982:0.004371
advise on ongoing,  past and future needs,  particularly in :@0.096314:0.683089:0.501298:0.683089:0.501298:0.672505:0.096314:0.672505:0.007802:0.009062:0.007307:0.003861:0.006302:0.007977:0.006047:0.008567:0.008392:0.006461:0.009349:0.009030:0.009397:0.009174:0.003861:0.009030:0.009190:0.003462:0.004371:0.002409:0.009062:0.007802:0.006557:0.005201:0.005632:0.007802:0.008647:0.008982:0.006047:0.004994:0.009030:0.005409:0.009206:0.005552:0.008344:0.006174:0.008823:0.008153:0.008153:0.009397:0.006477:0.003462:0.004371:0.002824:0.009381:0.007913:0.005552:0.005409:0.003861:0.007371:0.009030:0.003861:0.007913:0.005552:0.003861:0.007722:0.005616:0.003111:0.007307:0.004371
higher value cases, to assess the value of compensation.:@0.096734:0.698531:0.494570:0.698531:0.494570:0.687946:0.096734:0.687946:0.009030:0.003654:0.009158:0.009030:0.008009:0.005552:0.004770:0.007642:0.008121:0.003861:0.008759:0.008344:0.005935:0.007371:0.007834:0.006765:0.008009:0.006765:0.003223:0.006047:0.005409:0.009030:0.005712:0.007802:0.006461:0.006557:0.007977:0.006557:0.006557:0.005201:0.005409:0.009030:0.008153:0.005201:0.007642:0.008121:0.003861:0.008839:0.008344:0.005935:0.009349:0.004754:0.005297:0.007371:0.009174:0.013737:0.009110:0.008344:0.009030:0.006765:0.008121:0.005409:0.003861:0.009349:0.009030:0.003462
KP114 -  Time taken to resolve appeals:@0.097153:0.719444:0.426568:0.719444:0.426568:0.708303:0.097153:0.708303:0.011420:0.010748:0.010076:0.009657:0.010076:0.004870:0.006785:0.002872:0.004635:0.010563:0.005122:0.016374:0.009657:0.006046:0.007137:0.009741:0.010244:0.009825:0.011000:0.006466:0.006718:0.010580:0.006886:0.007137:0.009825:0.007977:0.011084:0.005206:0.009825:0.009825:0.006382:0.009825:0.011336:0.011336:0.009825:0.009741:0.005206:0.007389
 :@0.427240:0.719444:0.431841:0.719444:0.431841:0.708303:0.427240:0.708303:0.004602
and disputes (oral  hearing):@0.096314:0.734826:0.328054:0.734826:0.328054:0.723685:0.096314:0.723685:0.009489:0.010664:0.010916:0.006802:0.011336:0.005206:0.007977:0.011336:0.011000:0.007137:0.009825:0.007977:0.006046:0.006466:0.010580:0.006970:0.009321:0.004954:0.004635:0.002586:0.010832:0.009825:0.009573:0.007137:0.005122:0.010832:0.011000:0.006197
This metric includes hearings delayed due to the :@0.095894:0.754953:0.443283:0.754953:0.443283:0.744369:0.095894:0.744369:0.008360:0.008679:0.003861:0.006557:0.006047:0.013737:0.008009:0.005409:0.005345:0.003861:0.007132:0.005632:0.003861:0.009030:0.007100:0.003861:0.008823:0.009397:0.008073:0.006765:0.005584:0.009030:0.008344:0.008121:0.005552:0.003861:0.008759:0.009397:0.006765:0.005089:0.009397:0.007897:0.003861:0.007818:0.007467:0.008057:0.009158:0.006382:0.009062:0.008727:0.008057:0.005201:0.005409:0.009126:0.005201:0.005409:0.008695:0.008057:0.004371
Covid-19 pandemic during the January 2021 :@0.096314:0.770335:0.416341:0.770335:0.416341:0.759751:0.096314:0.759751:0.009876:0.009349:0.007642:0.003861:0.009397:0.006382:0.008599:0.008599:0.006414:0.009381:0.008121:0.009030:0.009158:0.008344:0.013737:0.003861:0.007371:0.005233:0.009397:0.008567:0.005377:0.003861:0.008727:0.009158:0.006047:0.005409:0.009030:0.008153:0.004866:0.005967:0.008121:0.009349:0.009238:0.008121:0.005728:0.007897:0.005201:0.008312:0.008312:0.008232:0.008232:0.004371
lockdown.  Had this not been the case the average :@0.096734:0.785716:0.458227:0.785716:0.458227:0.775131:0.096734:0.775131:0.003861:0.009349:0.007371:0.007929:0.009397:0.009620:0.011535:0.009206:0.003462:0.004371:0.003334:0.010418:0.007467:0.008647:0.006047:0.005409:0.008775:0.003861:0.006557:0.006047:0.008823:0.008982:0.005201:0.006047:0.008823:0.007802:0.007802:0.008567:0.006047:0.005409:0.009030:0.008153:0.006047:0.007132:0.007802:0.006557:0.007977:0.005632:0.005409:0.009030:0.008153:0.005632:0.008121:0.007323:0.008153:0.005552:0.007881:0.009397:0.007977:0.004371
time would  be 23 weeks and within target.:@0.095894:0.801157:0.403573:0.801157:0.403573:0.790573:0.095894:0.790573:0.005409:0.003654:0.013434:0.008153:0.005297:0.011535:0.009716:0.009030:0.004068:0.009573:0.004371:0.002425:0.008567:0.007562:0.005712:0.008392:0.008599:0.005504:0.012093:0.008727:0.008647:0.008232:0.007052:0.005632:0.007802:0.008647:0.008982:0.005201:0.011838:0.003861:0.005712:0.009238:0.003861:0.009413:0.006047:0.005409:0.008121:0.005552:0.009397:0.008344:0.005409:0.003462
KP115 -  Time taken to resolve disputes (current:@0.097153:0.822069:0.506575:0.822069:0.506575:0.810928:0.097153:0.810928:0.011420:0.010748:0.010076:0.009405:0.009657:0.005542:0.006785:0.002872:0.004635:0.010563:0.005122:0.016374:0.009657:0.006046:0.007137:0.009741:0.010244:0.009825:0.011000:0.006466:0.006718:0.010580:0.006886:0.007137:0.009825:0.007977:0.011084:0.005206:0.009825:0.009825:0.006382:0.011336:0.005206:0.007977:0.011336:0.011000:0.007137:0.009825:0.007977:0.006046:0.006466:0.008565:0.010748:0.007053:0.007137:0.009573:0.010748:0.006533
 :@0.506995:0.822069:0.511596:0.822069:0.511596:0.810928:0.506995:0.810928:0.004602
market rent valuation  input required):@0.096734:0.837450:0.419666:0.837450:0.419666:0.826308:0.096734:0.826308:0.016626:0.009741:0.007137:0.010160:0.009741:0.007053:0.006046:0.007221:0.009657:0.010832:0.006970:0.005206:0.009908:0.009908:0.005290:0.011168:0.009825:0.007221:0.005290:0.011252:0.011168:0.004635:0.002586:0.005038:0.010832:0.011084:0.010832:0.006970:0.006466:0.007053:0.009573:0.011000:0.010664:0.004954:0.007053:0.009573:0.011000:0.006197
Turnaround time was influenced  by one exceptional :@0.095894:0.857578:0.468363:0.857578:0.468363:0.846994:0.095894:0.846994:0.008360:0.008775:0.005552:0.008807:0.007897:0.005552:0.009142:0.008823:0.009030:0.009110:0.006047:0.005409:0.003861:0.013737:0.008057:0.004786:0.012173:0.008567:0.007132:0.006047:0.003861:0.009030:0.004738:0.003861:0.009030:0.008344:0.008743:0.007371:0.008344:0.009222:0.004371:0.002425:0.008647:0.007052:0.005297:0.008982:0.008727:0.008057:0.006047:0.008344:0.007323:0.007084:0.008344:0.009030:0.005409:0.003861:0.009030:0.009030:0.007770:0.003861:0.004371
case which experienced a  number of delays -  if this one :@0.096314:0.872959:0.498474:0.872959:0.498474:0.862374:0.096314:0.862374:0.007132:0.007802:0.006557:0.007977:0.004786:0.011838:0.009397:0.004036:0.007642:0.009397:0.006461:0.008344:0.007323:0.009014:0.008344:0.005345:0.003861:0.008057:0.009030:0.007004:0.008344:0.009126:0.006461:0.006892:0.004371:0.002425:0.009030:0.009030:0.013737:0.009094:0.008344:0.005552:0.005329:0.009349:0.004754:0.005632:0.009062:0.008057:0.003861:0.007722:0.007467:0.006557:0.004786:0.006382:0.002521:0.005201:0.003861:0.004627:0.004866:0.005409:0.008695:0.003861:0.006557:0.005712:0.008982:0.008727:0.008057:0.004371
case were excluded, we would have met our target.:@0.096314:0.888638:0.464667:0.888638:0.464667:0.878053:0.096314:0.878053:0.007132:0.007802:0.006557:0.007977:0.004786:0.011918:0.008727:0.005791:0.008647:0.005632:0.008344:0.007323:0.007371:0.003861:0.009030:0.009397:0.008344:0.009397:0.003462:0.005600:0.012173:0.008823:0.005201:0.011535:0.009716:0.009030:0.004068:0.009573:0.006461:0.008823:0.007897:0.007467:0.008057:0.006047:0.013737:0.008009:0.005409:0.005089:0.009349:0.009030:0.005377:0.004866:0.005409:0.007945:0.005552:0.009397:0.008344:0.005409:0.003462
KPI 20 -  Advice education events:@0.097153:0.909312:0.379377:0.909312:0.379377:0.898171:0.097153:0.898171:0.010244:0.009741:0.004954:0.006886:0.009657:0.010076:0.005290:0.006785:0.002872:0.004635:0.013083:0.011252:0.009992:0.005206:0.008817:0.009908:0.006046:0.009825:0.011336:0.010916:0.008649:0.009741:0.006970:0.005122:0.011168:0.010916:0.006802:0.009825:0.009992:0.009908:0.011084:0.007137:0.007389
89%  of education events have received a :@0.096314:0.929439:0.394133:0.929439:0.394133:0.918855:0.096314:0.918855:0.009317:0.009493:0.014279:0.004371:0.002425:0.009349:0.004754:0.005712:0.008344:0.009206:0.009030:0.007371:0.007865:0.005409:0.003861:0.009349:0.008839:0.006047:0.008153:0.007467:0.008344:0.008695:0.005409:0.006765:0.005967:0.008823:0.007897:0.007467:0.008057:0.006047:0.005377:0.007977:0.007052:0.008057:0.003861:0.007132:0.007977:0.008982:0.006461:0.006461:0.004371
score of four out of a possible five during this :@0.096314:0.945118:0.424749:0.945118:0.424749:0.934534:0.096314:0.934534:0.006765:0.006844:0.008982:0.005297:0.007977:0.005712:0.009349:0.004754:0.005201:0.004994:0.009620:0.009030:0.005744:0.005297:0.009349:0.009030:0.005409:0.005185:0.009349:0.004754:0.005712:0.006797:0.006461:0.008982:0.008903:0.006557:0.006461:0.003861:0.008823:0.003861:0.007818:0.005632:0.004994:0.003861:0.007642:0.008105:0.005632:0.009397:0.008567:0.005377:0.003861:0.008727:0.009158:0.005712:0.005409:0.008695:0.003861:0.006557:0.004371
financial year.  Five events fell  below the KPI.:@0.095894:0.960500:0.407801:0.960500:0.407801:0.949916:0.095894:0.949916:0.004994:0.003654:0.009030:0.008121:0.009030:0.007371:0.003861:0.008121:0.003861:0.005696:0.007307:0.007897:0.007722:0.005201:0.003271:0.004371:0.003271:0.007227:0.003526:0.007052:0.007642:0.005632:0.008344:0.007642:0.008344:0.008759:0.005409:0.006765:0.004707:0.004707:0.008057:0.003861:0.003526:0.004371:0.002521:0.009381:0.008583:0.003861:0.009573:0.011535:0.005010:0.005409:0.009030:0.008153:0.006461:0.008488:0.008232:0.003861:0.003462
KPI  24 -  Critically reviewed:@0.537224:0.103397:0.767285:0.103397:0.767285:0.092256:0.537224:0.092256:0.010328:0.009741:0.004954:0.004635:0.002586:0.009908:0.009908:0.004635:0.006785:0.003023:0.006046:0.011168:0.007053:0.005122:0.007053:0.005122:0.008649:0.009741:0.005038:0.005122:0.009741:0.006466:0.007305:0.009908:0.009908:0.005206:0.009908:0.014695:0.009908:0.010395
 :@0.768226:0.103397:0.772827:0.103397:0.772827:0.092256:0.768226:0.092256:0.004602
exclusions and suspensions:@0.536468:0.118779:0.771585:0.118779:0.771585:0.107637:0.536468:0.107637:0.009908:0.010160:0.008733:0.005122:0.011000:0.007977:0.005206:0.011168:0.011000:0.007977:0.006046:0.009657:0.010748:0.011000:0.006886:0.008145:0.011084:0.008061:0.011336:0.009908:0.011084:0.008061:0.005206:0.011168:0.011084:0.007389
89%  of exclusions in secondary care (118 out of :@0.536485:0.138906:0.885454:0.138906:0.885454:0.128322:0.536485:0.128322:0.009397:0.009397:0.014183:0.004371:0.002936:0.009349:0.004754:0.005201:0.008153:0.007323:0.007371:0.003861:0.008823:0.006765:0.003861:0.009349:0.008743:0.006765:0.005999:0.003271:0.007642:0.006382:0.006765:0.008344:0.007148:0.009349:0.009030:0.009397:0.008121:0.005552:0.007722:0.005153:0.007132:0.007722:0.005377:0.007977:0.006047:0.004818:0.009030:0.008823:0.008823:0.005632:0.009349:0.009030:0.005409:0.005265:0.008903:0.004786:0.004371
133 cases) in  England were reviewed by the Advice :@0.538080:0.154585:0.904408:0.154585:0.904408:0.144000:0.538080:0.144000:0.008232:0.008232:0.008153:0.006461:0.007132:0.007897:0.006765:0.007929:0.006765:0.004579:0.006047:0.003271:0.007642:0.004371:0.002856:0.007722:0.008823:0.009158:0.003861:0.007722:0.008823:0.009158:0.005632:0.011758:0.008647:0.005552:0.008727:0.006461:0.005377:0.008344:0.007435:0.003861:0.008344:0.011216:0.008344:0.009126:0.006461:0.008823:0.007307:0.004786:0.005409:0.009030:0.008153:0.004866:0.010291:0.009190:0.007642:0.003861:0.007371:0.008344:0.004371
service within the target timeframe.  In the  15 :@0.536485:0.169966:0.863293:0.169966:0.863293:0.159381:0.536485:0.159381:0.006557:0.008057:0.005377:0.007387:0.003861:0.007052:0.008057:0.005201:0.011838:0.003861:0.005712:0.009238:0.003861:0.009413:0.005712:0.005409:0.009030:0.008073:0.005712:0.005409:0.008121:0.005552:0.009397:0.008344:0.005409:0.005297:0.005409:0.003861:0.014072:0.008344:0.005169:0.005552:0.008296:0.013737:0.008599:0.003462:0.004371:0.002920:0.003526:0.007387:0.006047:0.005409:0.009030:0.008153:0.004371:0.002856:0.007467:0.007467:0.004371
cases where a  review was not undertaken within :@0.536485:0.185346:0.887033:0.185346:0.887033:0.174762:0.536485:0.174762:0.007132:0.007802:0.006765:0.007929:0.006765:0.004659:0.011918:0.009397:0.008647:0.005552:0.008807:0.005712:0.006797:0.004371:0.002521:0.005552:0.008344:0.007642:0.003861:0.008344:0.011344:0.004371:0.012173:0.008567:0.007132:0.006047:0.009030:0.009110:0.005409:0.005504:0.009030:0.009030:0.009397:0.008344:0.005552:0.005409:0.008121:0.007929:0.008344:0.009030:0.005297:0.011535:0.004084:0.005409:0.009285:0.003861:0.009317:0.004371
the required timeframe, this was either due to the :@0.536065:0.200788:0.897159:0.200788:0.897159:0.190203:0.536065:0.190203:0.005409:0.009030:0.008153:0.006461:0.005201:0.007977:0.008982:0.008647:0.003861:0.005121:0.007977:0.008982:0.006047:0.005409:0.003861:0.014151:0.008344:0.005265:0.005552:0.008392:0.013944:0.008567:0.003462:0.006111:0.005409:0.008775:0.003861:0.006557:0.004866:0.012093:0.008567:0.007132:0.005632:0.008344:0.003861:0.005409:0.008839:0.008344:0.005552:0.005169:0.009397:0.008663:0.008153:0.005297:0.005409:0.009126:0.005201:0.005409:0.008695:0.008057:0.004371
healthcare organisation being  unavailable to complete :@0.536905:0.216169:0.927514:0.216169:0.927514:0.205585:0.536905:0.205585:0.009030:0.008344:0.007897:0.003861:0.005409:0.009030:0.007371:0.008121:0.005552:0.008344:0.005632:0.009349:0.005345:0.009397:0.008121:0.008759:0.003861:0.006765:0.008121:0.005185:0.003861:0.009349:0.009030:0.006733:0.008903:0.007897:0.003606:0.008567:0.008903:0.004371:0.002521:0.009030:0.008775:0.008121:0.007642:0.007834:0.003861:0.003861:0.008121:0.009381:0.003861:0.008121:0.005201:0.005409:0.009126:0.005632:0.007371:0.009094:0.013737:0.009110:0.003861:0.008344:0.005169:0.008344:0.004371
the review or due to administrative oversight.  In :@0.536065:0.231551:0.881061:0.231551:0.881061:0.220967:0.536065:0.220967:0.005409:0.009030:0.008153:0.006461:0.005552:0.008344:0.007642:0.003861:0.008344:0.011344:0.005297:0.008823:0.005297:0.005632:0.009062:0.008647:0.008057:0.005201:0.005409:0.009126:0.005632:0.008121:0.009397:0.013386:0.003861:0.009030:0.003861:0.006765:0.005409:0.005552:0.008121:0.005409:0.003861:0.007642:0.008344:0.005712:0.009349:0.007451:0.008344:0.005345:0.006765:0.003654:0.009397:0.008743:0.005409:0.003239:0.004371:0.002856:0.003526:0.007387:0.004371
all cases, these reviews have now taken place.:@0.536485:0.247230:0.863054:0.247230:0.863054:0.236646:0.536485:0.236646:0.007227:0.003446:0.003446:0.006461:0.007371:0.007913:0.006765:0.008344:0.006557:0.003462:0.005935:0.005409:0.009030:0.008073:0.006765:0.008344:0.005887:0.005552:0.008137:0.007642:0.003861:0.008344:0.011312:0.006765:0.005999:0.008727:0.007802:0.007387:0.007977:0.006382:0.009317:0.009573:0.011758:0.004866:0.005409:0.008121:0.007929:0.008520:0.009030:0.006509:0.009062:0.003861:0.007642:0.007132:0.008057:0.003462
KPI  26 -  Accuracy of budget and:@0.537224:0.267906:0.813217:0.267906:0.813217:0.256764:0.537224:0.256764:0.010328:0.009741:0.004954:0.004635:0.002586:0.009489:0.009489:0.005626:0.006785:0.002872:0.005290:0.012679:0.008649:0.008733:0.011000:0.007137:0.009825:0.008733:0.009825:0.006046:0.010832:0.006886:0.006046:0.011252:0.011000:0.011252:0.011252:0.009825:0.007053:0.005710:0.009489:0.010580:0.010395
 :@0.813738:0.267906:0.818339:0.267906:0.818339:0.256764:0.813738:0.256764:0.004602
in-year financial  management:@0.536888:0.283585:0.794576:0.283585:0.794576:0.272443:0.536888:0.272443:0.005038:0.010916:0.007305:0.009657:0.009825:0.009657:0.007221:0.005206:0.007053:0.005038:0.011000:0.009741:0.011000:0.008733:0.005122:0.009741:0.005122:0.004635:0.002670:0.016626:0.009908:0.011084:0.009825:0.011336:0.009908:0.016794:0.009908:0.011084:0.006533
NHS Resolution  underspent by £238.6 million (8.7%) :@0.536905:0.303415:0.919346:0.303415:0.919346:0.292831:0.536905:0.292831:0.010993:0.010498:0.007897:0.006461:0.009317:0.008153:0.006557:0.008982:0.003861:0.008567:0.005409:0.003574:0.008982:0.008727:0.004371:0.002521:0.009030:0.009030:0.009397:0.008153:0.005552:0.006765:0.009381:0.008105:0.009030:0.005409:0.005967:0.008647:0.007052:0.005632:0.009158:0.009238:0.009158:0.009238:0.003701:0.009158:0.006461:0.013178:0.003861:0.003526:0.003861:0.003526:0.008903:0.008647:0.006461:0.005297:0.009573:0.003781:0.009493:0.014534:0.005297:0.004371
across revenue budgets, with  £222  million against our :@0.536485:0.319094:0.927398:0.319094:0.927398:0.308509:0.536485:0.308509:0.007897:0.007132:0.005377:0.009158:0.006557:0.006765:0.005919:0.005552:0.007961:0.007467:0.008153:0.008727:0.008823:0.008057:0.006461:0.009381:0.008679:0.009397:0.009078:0.008153:0.005409:0.006765:0.003191:0.005712:0.011918:0.004036:0.005632:0.009397:0.004371:0.002521:0.008599:0.008950:0.008599:0.008871:0.004371:0.002521:0.013178:0.003861:0.003526:0.003861:0.003526:0.008903:0.008647:0.006461:0.008121:0.009397:0.007929:0.003861:0.009030:0.006765:0.005409:0.005504:0.008982:0.008727:0.005297:0.004371
largest indemnity scheme,  CNST. The budget for 2021/22 :@0.536905:0.334476:0.949420:0.334476:0.949420:0.323891:0.536905:0.323891:0.003861:0.007897:0.005377:0.009158:0.008153:0.006765:0.005153:0.006047:0.003861:0.009030:0.009190:0.008344:0.013481:0.009030:0.003861:0.005409:0.007483:0.005201:0.006765:0.007179:0.009030:0.008344:0.013737:0.008344:0.003462:0.004371:0.002505:0.009317:0.011168:0.007977:0.007802:0.003191:0.006461:0.008360:0.008775:0.008344:0.006350:0.009381:0.008679:0.009397:0.009078:0.008153:0.005409:0.005169:0.004994:0.009541:0.005552:0.005281:0.008599:0.008950:0.008599:0.008950:0.006222:0.008807:0.008599:0.004371
was set in summer 2020, when the ongoing  impact :@0.535645:0.349856:0.910189:0.349856:0.910189:0.339272:0.535645:0.339272:0.012093:0.008567:0.007132:0.005712:0.006557:0.007977:0.005201:0.006047:0.003271:0.007562:0.006461:0.006765:0.009030:0.013737:0.013465:0.008344:0.005552:0.005584:0.009062:0.009158:0.008982:0.009062:0.003462:0.006190:0.011918:0.009317:0.008567:0.009317:0.006047:0.005409:0.009030:0.008153:0.005632:0.009158:0.009030:0.009030:0.009062:0.003861:0.008727:0.009158:0.004371:0.002521:0.003861:0.013354:0.009062:0.008121:0.007084:0.005409:0.004371
of the pandemic was unknown.  The underspend was :@0.536485:0.365238:0.920506:0.365238:0.920506:0.354654:0.536485:0.354654:0.009349:0.004754:0.005201:0.005409:0.009030:0.008153:0.006047:0.009381:0.008121:0.009030:0.009158:0.008344:0.013737:0.003861:0.007371:0.004371:0.012365:0.008647:0.007227:0.005632:0.009238:0.009238:0.007929:0.009445:0.009573:0.011918:0.009238:0.003462:0.004371:0.002585:0.008360:0.008775:0.008344:0.005935:0.009030:0.008775:0.009397:0.008073:0.005552:0.006765:0.009094:0.008344:0.008791:0.009397:0.005042:0.012093:0.008567:0.007132:0.004371
due to settlement of fewer than expected high value :@0.536485:0.380620:0.916549:0.380620:0.916549:0.370036:0.536485:0.370036:0.009062:0.008647:0.008057:0.005632:0.005409:0.009126:0.005201:0.006765:0.008520:0.005409:0.005409:0.003861:0.008344:0.013928:0.008344:0.009030:0.005409:0.005265:0.009349:0.004994:0.004978:0.005297:0.008823:0.012093:0.008727:0.005791:0.005201:0.005409:0.008775:0.008121:0.008759:0.006461:0.008344:0.007100:0.009158:0.008344:0.007100:0.005409:0.008105:0.009397:0.006302:0.008567:0.003861:0.008727:0.008647:0.005712:0.007642:0.008121:0.003861:0.008759:0.008344:0.004371
claims, and  lower than expected inflation in claims :@0.536485:0.396002:0.900850:0.396002:0.900850:0.385418:0.536485:0.385418:0.007371:0.003861:0.007834:0.003861:0.013737:0.006765:0.003462:0.006270:0.007802:0.008647:0.008982:0.004371:0.002425:0.003861:0.009349:0.011535:0.008344:0.005552:0.005361:0.005409:0.009030:0.008121:0.008839:0.006047:0.008344:0.007323:0.009014:0.008344:0.007100:0.005409:0.008105:0.009397:0.006637:0.003861:0.008823:0.004994:0.003654:0.008121:0.005153:0.003861:0.009078:0.009030:0.006749:0.003271:0.007642:0.006382:0.007371:0.003622:0.007897:0.003861:0.013354:0.006765:0.004371
settlements.  However,  expenditure on CNST claims :@0.536485:0.411739:0.902318:0.411739:0.902318:0.401155:0.536485:0.401155:0.006765:0.008344:0.005121:0.005409:0.003861:0.008344:0.013737:0.008344:0.009030:0.005409:0.006765:0.003462:0.004371:0.003318:0.011088:0.009062:0.011248:0.008057:0.007387:0.008057:0.005377:0.003462:0.004371:0.002409:0.008344:0.007323:0.009381:0.008344:0.008759:0.009397:0.003861:0.005409:0.009030:0.005552:0.008057:0.005632:0.008567:0.008312:0.006461:0.009876:0.011710:0.008472:0.008360:0.005504:0.007371:0.003542:0.007802:0.003861:0.013178:0.006557:0.004371
has increased by £158.4 million (7.6%) since 2020/21, :@0.536905:0.427121:0.928520:0.427121:0.928520:0.416536:0.536905:0.416536:0.008647:0.007722:0.006557:0.006047:0.003861:0.008727:0.007132:0.005377:0.008153:0.007802:0.006765:0.007929:0.009158:0.006461:0.008823:0.007307:0.005632:0.009158:0.009317:0.009238:0.009317:0.003701:0.009238:0.006047:0.013019:0.003861:0.003526:0.003861:0.003526:0.008823:0.008567:0.006461:0.005297:0.009652:0.003861:0.009573:0.014614:0.005377:0.006047:0.006557:0.003861:0.008647:0.007132:0.008057:0.005632:0.008903:0.008982:0.008823:0.008903:0.006222:0.008982:0.008903:0.003462:0.004371
with an  increase in payments on  high value claims :@0.535645:0.442503:0.897553:0.442503:0.897553:0.431918:0.535645:0.431918:0.011918:0.004036:0.005712:0.009397:0.006047:0.007642:0.008488:0.004371:0.002425:0.003861:0.008727:0.007132:0.005552:0.008137:0.007897:0.006765:0.008009:0.006047:0.003366:0.007897:0.006461:0.009381:0.007834:0.007722:0.013529:0.008344:0.009030:0.005137:0.006765:0.005584:0.008567:0.008392:0.004371:0.002521:0.008567:0.003861:0.008727:0.008647:0.005201:0.007642:0.008312:0.003861:0.009030:0.008344:0.005967:0.007371:0.003542:0.007802:0.003861:0.013178:0.006557:0.004371
being the main element. This will also be influenced :@0.536905:0.457883:0.910076:0.457883:0.910076:0.447299:0.536905:0.447299:0.008903:0.007897:0.003606:0.008567:0.008903:0.006047:0.005409:0.009030:0.008153:0.006382:0.013098:0.007642:0.003861:0.008488:0.006461:0.008344:0.003861:0.008344:0.013737:0.008344:0.009030:0.005409:0.003462:0.006398:0.008360:0.008599:0.003861:0.006557:0.004866:0.011535:0.003861:0.003861:0.004084:0.006461:0.007802:0.003861:0.006302:0.008982:0.006047:0.008567:0.007562:0.006047:0.003861:0.009030:0.004738:0.003861:0.008823:0.008344:0.008695:0.007371:0.008344:0.009142:0.004371
by the mix of claims falling due for payment.:@0.536905:0.473264:0.853742:0.473264:0.853742:0.462680:0.536905:0.462680:0.008647:0.007052:0.004786:0.005409:0.009030:0.008153:0.006461:0.013354:0.003861:0.006972:0.005201:0.009349:0.004754:0.005297:0.007371:0.003861:0.007834:0.003861:0.013434:0.006765:0.005249:0.004994:0.007850:0.003861:0.003861:0.003622:0.009030:0.009110:0.006461:0.009062:0.008647:0.008057:0.005632:0.004994:0.009541:0.005552:0.005696:0.009381:0.007913:0.007722:0.013354:0.008153:0.009030:0.005153:0.003462
KPI  27a-d -  Our annual customer:@0.537224:0.493942:0.821261:0.493942:0.821261:0.482801:0.537224:0.482801:0.010328:0.009741:0.004954:0.004635:0.002586:0.010496:0.010496:0.009908:0.007389:0.011336:0.006046:0.006785:0.002872:0.005626:0.013687:0.010916:0.007221:0.006046:0.009741:0.011000:0.011000:0.011000:0.009741:0.005206:0.006802:0.008565:0.010916:0.007977:0.007053:0.011000:0.016542:0.009741:0.006684
 :@0.821799:0.493942:0.826400:0.493942:0.826400:0.482801:0.821799:0.482801:0.004602
satisfaction survey:@0.536485:0.509324:0.696834:0.509324:0.696834:0.498183:0.536485:0.498183:0.008061:0.009908:0.006970:0.005206:0.007977:0.006970:0.009825:0.008733:0.006970:0.005206:0.011084:0.011000:0.006886:0.008145:0.011168:0.007389:0.009908:0.009908:0.009035
In  response to the pandemic, we suspended our :@0.536905:0.529748:0.883879:0.529748:0.883879:0.519164:0.536905:0.519164:0.003446:0.007387:0.004371:0.002521:0.005297:0.008057:0.006765:0.009014:0.009062:0.008823:0.006557:0.008057:0.005297:0.005409:0.009030:0.005297:0.005409:0.009030:0.008153:0.006047:0.009381:0.007913:0.009030:0.009397:0.008344:0.013737:0.003861:0.007371:0.003462:0.005680:0.012349:0.008982:0.005632:0.006765:0.008679:0.006765:0.009014:0.008344:0.008695:0.009397:0.008073:0.009397:0.006302:0.008982:0.008727:0.005297:0.004371
membership satisfaction survey,  given  pressures :@0.536905:0.545130:0.879029:0.545130:0.879029:0.534546:0.536905:0.534546:0.013513:0.008153:0.013737:0.009110:0.008344:0.005552:0.006509:0.009030:0.003861:0.009190:0.006047:0.006765:0.007929:0.005409:0.003861:0.006765:0.004786:0.008121:0.007163:0.005409:0.003861:0.009349:0.008839:0.006382:0.006461:0.008488:0.005297:0.007227:0.007977:0.007307:0.003271:0.004371:0.002425:0.008903:0.003861:0.007052:0.007897:0.008567:0.004371:0.002521:0.009062:0.005377:0.007977:0.006557:0.006461:0.008727:0.005377:0.007977:0.006557:0.004371
on the NHS frontline due to Covid-19.  However, :@0.536485:0.560809:0.883125:0.560809:0.883125:0.550224:0.536485:0.550224:0.008567:0.008312:0.006047:0.005409:0.009030:0.008153:0.006047:0.011088:0.010498:0.007897:0.005201:0.004994:0.005760:0.009349:0.009030:0.005409:0.003861:0.003861:0.009030:0.008344:0.006031:0.009062:0.008727:0.008057:0.005201:0.005409:0.009126:0.005632:0.009876:0.009349:0.007818:0.003861:0.009397:0.006557:0.008599:0.008775:0.003462:0.004371:0.003334:0.011088:0.009062:0.011248:0.008057:0.007387:0.008057:0.005377:0.003462:0.004371
in 2021/22 we undertook a series of 'deep dive' :@0.536905:0.576190:0.882715:0.576190:0.882715:0.565605:0.536905:0.565605:0.003271:0.007562:0.006461:0.008599:0.008950:0.008599:0.008950:0.006222:0.008807:0.008599:0.005760:0.012349:0.008982:0.006047:0.009030:0.009030:0.009397:0.008344:0.005552:0.005409:0.009349:0.009349:0.007929:0.005632:0.006892:0.006047:0.006557:0.008057:0.005377:0.003861:0.007897:0.006557:0.005632:0.009349:0.004754:0.006047:0.003669:0.009094:0.008153:0.008153:0.009381:0.005903:0.009062:0.003861:0.007227:0.008057:0.003669:0.004371
interviews with strategic partners, conducted by an :@0.536905:0.591570:0.904365:0.591570:0.904365:0.580986:0.536905:0.580986:0.003861:0.009238:0.005409:0.008344:0.005552:0.007642:0.003861:0.008344:0.011535:0.006765:0.004770:0.011758:0.003861:0.005712:0.009317:0.006461:0.006765:0.005409:0.005377:0.008121:0.005409:0.008344:0.009397:0.003861:0.007371:0.005616:0.009381:0.007913:0.005552:0.005409:0.009030:0.008344:0.005552:0.006765:0.003462:0.006350:0.007371:0.009349:0.009030:0.009397:0.008775:0.007371:0.005217:0.008344:0.009397:0.006366:0.008647:0.007052:0.005632:0.007227:0.008057:0.004371
independent market research agency,  in order to gain :@0.536905:0.606951:0.921723:0.606951:0.921723:0.596367:0.536905:0.596367:0.003861:0.009030:0.009397:0.008344:0.009381:0.008344:0.009030:0.009397:0.008344:0.009030:0.005409:0.005488:0.013944:0.008121:0.005552:0.007929:0.008344:0.005409:0.005951:0.005377:0.007977:0.006557:0.007977:0.007802:0.005297:0.007132:0.008727:0.006461:0.007802:0.009062:0.008057:0.008647:0.007132:0.007467:0.003462:0.004371:0.002409:0.003366:0.007897:0.006047:0.009062:0.005552:0.009142:0.008344:0.005345:0.004866:0.005409:0.009126:0.005632:0.008903:0.007642:0.003606:0.008488:0.004371
feedback on our impact among these stakeholders.:@0.536065:0.622392:0.901834:0.622392:0.901834:0.611808:0.536065:0.611808:0.004994:0.008344:0.008583:0.009573:0.009573:0.008121:0.007658:0.007929:0.005760:0.008567:0.008392:0.006382:0.009062:0.009030:0.005329:0.005632:0.003861:0.013737:0.009190:0.008121:0.007371:0.005409:0.005137:0.008121:0.013370:0.009349:0.008711:0.009397:0.005887:0.005409:0.009030:0.008073:0.006765:0.008344:0.005456:0.006765:0.005409:0.007897:0.007929:0.008344:0.009030:0.009349:0.003861:0.009397:0.008344:0.005552:0.006765:0.003462
KPI  32 -  Vacancy rates:@0.537224:0.643307:0.725821:0.643307:0.725821:0.632165:0.537224:0.632165:0.010328:0.009741:0.004954:0.004635:0.002586:0.009489:0.009489:0.005626:0.006785:0.002872:0.004870:0.012176:0.009825:0.008733:0.009825:0.011000:0.008733:0.009825:0.006046:0.007221:0.009657:0.007053:0.009741:0.007389
As at 31  March 2022 our vacancy rate was 24.3%.  This :@0.535645:0.663434:0.937838:0.663434:0.937838:0.652850:0.535645:0.652850:0.010657:0.007052:0.005712:0.007722:0.005121:0.005632:0.007227:0.007307:0.004371:0.005281:0.013769:0.007722:0.005377:0.007132:0.008727:0.006461:0.008982:0.009062:0.008903:0.008903:0.006047:0.009349:0.009030:0.005377:0.004371:0.007881:0.008121:0.007371:0.008360:0.009030:0.007371:0.007945:0.006047:0.005297:0.007802:0.005121:0.007977:0.005297:0.012093:0.008567:0.007132:0.005632:0.009748:0.009748:0.003861:0.009652:0.014774:0.003861:0.004371:0.002425:0.008153:0.008647:0.003861:0.006382:0.004371
vacancy rate has remained  high due to a delay in approval :@0.535645:0.678815:0.954590:0.678815:0.954590:0.668230:0.535645:0.668230:0.007642:0.008392:0.007371:0.008121:0.009285:0.007371:0.007722:0.005823:0.005377:0.007897:0.005201:0.008057:0.006047:0.008727:0.007722:0.006557:0.006047:0.005377:0.008153:0.013434:0.008121:0.003638:0.008823:0.008344:0.009030:0.004371:0.002425:0.008567:0.003606:0.008727:0.008567:0.006461:0.009062:0.008647:0.008057:0.005632:0.005409:0.009126:0.005201:0.006892:0.006461:0.009158:0.008153:0.003861:0.007897:0.007722:0.005552:0.003271:0.007562:0.006461:0.007897:0.008982:0.009062:0.005377:0.008982:0.007387:0.007897:0.003861:0.004371
of our Claims Evolution  Programme business case.:@0.536485:0.694256:0.892984:0.694256:0.892984:0.683671:0.536485:0.683671:0.009349:0.004754:0.005632:0.009158:0.008823:0.005377:0.005297:0.009876:0.003861:0.008121:0.004084:0.013944:0.006765:0.006509:0.007722:0.007387:0.009062:0.003861:0.008727:0.005201:0.003861:0.009078:0.008823:0.004371:0.002856:0.008727:0.005377:0.009158:0.009158:0.005377:0.007897:0.013434:0.013434:0.008057:0.006461:0.009381:0.008583:0.006765:0.003654:0.008727:0.008153:0.006557:0.006765:0.005488:0.007132:0.007722:0.006557:0.007977:0.003462
KPI  34 -  Engagement with our staff survey:@0.537224:0.715168:0.904811:0.715168:0.904811:0.704027:0.537224:0.704027:0.010328:0.009741:0.004954:0.004635:0.002586:0.009908:0.009908:0.004635:0.006785:0.003023:0.006466:0.009741:0.011084:0.011420:0.009908:0.011420:0.009908:0.016794:0.009908:0.011084:0.007137:0.004870:0.015115:0.005458:0.007473:0.011420:0.006466:0.010916:0.010916:0.007221:0.006046:0.007977:0.007137:0.009825:0.007053:0.007053:0.005710:0.008145:0.011168:0.007389:0.009908:0.009908:0.009035
Despite the response rate being  lower than our :@0.536905:0.735295:0.877402:0.735295:0.877402:0.724711:0.536905:0.724711:0.010833:0.008153:0.006461:0.009062:0.003861:0.005121:0.008057:0.005632:0.005409:0.009030:0.008153:0.006047:0.005297:0.008057:0.006765:0.009014:0.009062:0.008823:0.006557:0.008057:0.006047:0.005552:0.007802:0.005201:0.008057:0.006047:0.008982:0.007977:0.003861:0.008488:0.008982:0.004371:0.002521:0.003861:0.009349:0.011535:0.008344:0.005552:0.005281:0.005409:0.009030:0.008121:0.008839:0.006047:0.009062:0.009030:0.005329:0.004371
previous survey, due to the increase in our headcount :@0.536905:0.750676:0.921037:0.750676:0.921037:0.740091:0.536905:0.740091:0.009062:0.005377:0.008057:0.007387:0.003861:0.008903:0.008823:0.006557:0.005632:0.006461:0.008488:0.005201:0.007227:0.007977:0.007307:0.003271:0.006461:0.009397:0.008663:0.008153:0.005201:0.005409:0.009126:0.005297:0.005409:0.009030:0.008073:0.006047:0.003861:0.008727:0.007132:0.005552:0.008137:0.007897:0.006765:0.008009:0.006382:0.003271:0.007642:0.006461:0.009158:0.008823:0.005377:0.005632:0.009030:0.008344:0.008121:0.009397:0.007371:0.009349:0.009030:0.009030:0.005409:0.004371
figures,  more staff actually completed the survey :@0.536065:0.766057:0.887236:0.766057:0.887236:0.755472:0.536065:0.755472:0.004994:0.003861:0.009397:0.009206:0.005552:0.008344:0.006765:0.003462:0.004371:0.002489:0.013274:0.008903:0.005297:0.007977:0.005712:0.006765:0.005409:0.008312:0.004994:0.004994:0.005791:0.008121:0.007371:0.005409:0.009030:0.008121:0.003861:0.003861:0.007722:0.005281:0.007371:0.008998:0.013513:0.009158:0.003861:0.008153:0.005409:0.008105:0.009397:0.005887:0.005409:0.009030:0.008153:0.005632:0.006765:0.008599:0.005377:0.007467:0.008153:0.007722:0.004371
this year.  Our response rate, 62.8%,  remained :@0.536065:0.781734:0.868952:0.781734:0.868952:0.771150:0.536065:0.771150:0.005409:0.008775:0.003861:0.006557:0.004786:0.007307:0.007897:0.007722:0.005297:0.003271:0.004371:0.002856:0.011838:0.009030:0.005329:0.005632:0.005377:0.008057:0.006765:0.009014:0.009062:0.008823:0.006557:0.008057:0.006461:0.005552:0.007881:0.005409:0.008025:0.003462:0.006286:0.009748:0.009908:0.003941:0.009828:0.015029:0.003941:0.004371:0.002521:0.005377:0.008057:0.013354:0.007897:0.003861:0.008647:0.008153:0.009158:0.004371
above the national average response rate.:@0.536485:0.797116:0.833267:0.797116:0.833267:0.786532:0.536485:0.786532:0.007897:0.009158:0.009349:0.007355:0.008153:0.005201:0.005409:0.009030:0.008153:0.006461:0.008823:0.007897:0.005409:0.003861:0.009030:0.008823:0.008121:0.003638:0.006461:0.008121:0.007419:0.008344:0.005345:0.008121:0.009397:0.008089:0.006047:0.005297:0.008057:0.006765:0.009014:0.009062:0.008823:0.006557:0.008057:0.006047:0.005377:0.007897:0.005201:0.008057:0.003462
KPI  35 -  Voluntary turnover of staff:@0.537224:0.817793:0.842758:0.817793:0.842758:0.806652:0.537224:0.806652:0.010328:0.009741:0.004954:0.004635:0.002586:0.009489:0.009489:0.005626:0.006785:0.002872:0.004870:0.012176:0.011336:0.005290:0.011084:0.011168:0.007221:0.009908:0.007389:0.009908:0.005206:0.007221:0.011252:0.007389:0.011252:0.011420:0.010076:0.010076:0.007473:0.005626:0.010916:0.006886:0.006046:0.007977:0.006970:0.009573:0.006886:0.006432
18%  of our overall voluntary turnover was :@0.538064:0.838217:0.843844:0.838217:0.843844:0.827633:0.538064:0.827633:0.008903:0.008982:0.013513:0.004371:0.002936:0.009349:0.004754:0.005201:0.009349:0.009030:0.005377:0.005297:0.008982:0.007387:0.008153:0.005377:0.007802:0.003861:0.003526:0.005297:0.007642:0.009349:0.004084:0.009030:0.009030:0.005696:0.008121:0.005728:0.007722:0.004866:0.005409:0.009206:0.005552:0.009222:0.009573:0.007642:0.008647:0.005552:0.004371:0.012077:0.008392:0.007052:0.004371
from staff within their probation  period.:@0.536049:0.853599:0.820370:0.853599:0.820370:0.843015:0.536049:0.843015:0.004994:0.005552:0.009014:0.013513:0.006382:0.006765:0.005584:0.008121:0.004994:0.005185:0.004371:0.011918:0.003861:0.005712:0.009238:0.003861:0.009413:0.006047:0.005409:0.009030:0.008344:0.003861:0.005552:0.005680:0.009381:0.005313:0.009062:0.009158:0.007897:0.005409:0.003654:0.009062:0.008823:0.004371:0.002425:0.009062:0.007977:0.005297:0.003861:0.008727:0.008982:0.003462
KPI  36 -  Prompt payment of suppliers:@0.537224:0.874510:0.859501:0.874510:0.859501:0.863369:0.537224:0.863369:0.010328:0.009741:0.004954:0.004635:0.002586:0.009489:0.009489:0.005626:0.006785:0.002872:0.006046:0.010832:0.006886:0.010748:0.016038:0.010832:0.006802:0.006382:0.011336:0.009825:0.009741:0.016710:0.009992:0.011084:0.007137:0.006046:0.010832:0.006886:0.005626:0.008061:0.010916:0.011252:0.011252:0.005122:0.005122:0.009741:0.007137:0.007389
Performance against the prompt payment of suppliers :@0.537224:0.894340:0.925919:0.894340:0.925919:0.883756:0.537224:0.883756:0.008934:0.008344:0.005552:0.004994:0.009349:0.005552:0.013449:0.008121:0.009030:0.007116:0.008344:0.005600:0.008121:0.009397:0.008121:0.003861:0.009030:0.006765:0.005409:0.004882:0.005409:0.009030:0.008153:0.006461:0.009158:0.005377:0.009158:0.013434:0.009158:0.005409:0.005504:0.009381:0.008121:0.007722:0.013737:0.008344:0.009030:0.005409:0.005185:0.009349:0.004754:0.005632:0.006765:0.008599:0.009158:0.009158:0.003861:0.003861:0.007897:0.005377:0.006765:0.004371
metric continues to be below the 95% target at 90%, :@0.536888:0.910019:0.926939:0.910019:0.926939:0.899435:0.536888:0.899435:0.013737:0.008344:0.005217:0.005552:0.003861:0.007371:0.005042:0.007371:0.009349:0.009030:0.005409:0.003861:0.009030:0.009030:0.008344:0.006765:0.005201:0.005121:0.008982:0.006047:0.008567:0.007562:0.006461:0.009381:0.008344:0.003861:0.009349:0.011726:0.004866:0.005409:0.009030:0.008153:0.006047:0.009397:0.009397:0.014183:0.006461:0.005409:0.008121:0.005791:0.009573:0.008344:0.005409:0.005313:0.008121:0.005233:0.005632:0.009652:0.009748:0.014614:0.003861:0.004371
but has improved since 2020/21  as the finance system :@0.536888:0.925400:0.926875:0.925400:0.926875:0.914815:0.536888:0.914815:0.009062:0.008647:0.005201:0.006047:0.008727:0.007722:0.006557:0.006047:0.003861:0.013178:0.008903:0.005297:0.008982:0.007307:0.007977:0.008982:0.006461:0.006557:0.003861:0.008647:0.007132:0.008057:0.006047:0.008312:0.008392:0.008392:0.008599:0.005935:0.008392:0.008392:0.004371:0.004451:0.007722:0.006382:0.004866:0.005409:0.009030:0.008344:0.005424:0.004994:0.003861:0.009285:0.008312:0.009030:0.007594:0.008344:0.005760:0.006557:0.007387:0.006461:0.005201:0.007977:0.013178:0.004371
implemented in December 2019 has bedded  in and :@0.536888:0.940780:0.907619:0.940780:0.907619:0.930196:0.536888:0.930196:0.003861:0.013434:0.009381:0.003638:0.008344:0.013481:0.008344:0.009030:0.005217:0.008344:0.009206:0.006461:0.003366:0.007897:0.006461:0.011184:0.008344:0.007179:0.008344:0.013737:0.009158:0.008344:0.005552:0.005504:0.008903:0.009062:0.008982:0.008982:0.006382:0.008727:0.007722:0.006557:0.006047:0.009062:0.007977:0.008982:0.008982:0.007977:0.008982:0.004371:0.002521:0.003271:0.007562:0.006461:0.007642:0.008488:0.008903:0.004371
incremental  process improvements have been  made.:@0.536888:0.956161:0.909054:0.956161:0.909054:0.945577:0.536888:0.945577:0.003861:0.009030:0.007100:0.005552:0.008137:0.013513:0.008344:0.008695:0.005409:0.007945:0.003861:0.004371:0.002425:0.008982:0.005377:0.008982:0.007132:0.007977:0.006557:0.006557:0.006047:0.003861:0.013513:0.009381:0.005313:0.009349:0.007642:0.008121:0.013737:0.008089:0.009030:0.005409:0.006557:0.006047:0.008823:0.007897:0.007467:0.008057:0.006047:0.008982:0.007897:0.007897:0.008647:0.004371:0.002521:0.013354:0.007722:0.009062:0.008057:0.003462