An update to this document including the Healthcare Experience Indicator was published on March 29, 2011: Update: Healthcare Experience Indicator
ISBN 978 0 7559 9659 9
DPPAS 10661
This document is also available in pdf format (934k)
PricewaterhouseCoopers LLP
Contents
FOREWORD FROM THE CHIEF EXECUTIVE OF NHS SCOTLAND
1 EXECUTIVE SUMMARY
Background
Methodology
Key findings
- National results
- Patient characteristics
- Hospital type
2 INTRODUCTION
Introduction
Background to the Better Together Programme
Aims of the Better Together Inpatient Survey
Survey design
Survey fieldwork and response
Data analysis and interpretation
Scope and structure of the report
Other outputs from this survey
3 RESULTS - ADMISSION TO HOSPITAL
Admission to hospital
Views on admission overall
In A&E I was told how long I would have to wait
In A&E I was told what was happening in a way I could understand
Overall, how would you rate the care and treatment you received during your time in A&E?
If your hospital visit was planned in advance how did you feel about the length of time you waited to be admitted to hospital after being referred?
Did the information you were given before attending hospital help you understand what would happen?
From the time you arrived at hospital, how did you feel about the time you had to wait to get to a bed on the ward?
Summary
4 RESULTS - THE HOSPITAL AND WARD
The hospital and ward environment
Views on the hospital environment overall
The main ward or room I stayed in was clean
The bathrooms and toilets were clean
Not being bothered by noise
My religious and spiritual needs were respected
Not being bothered or threatened by other patients or visitors
I knew who was in charge of the ward
Sharing a room or bay with members of the opposite sex
Summary
5 RESULTS - CARE AND TREATMENT
Care and treatment
Views on care and treatment overall
I was able to get adequate pain relief when I needed it
I had privacy when being examined or treated
I had privacy when my condition and treatment was discussed
I got help with washing and dressing when I needed it
I got help with eating and drinking when I needed it
Before moving wards, a member of staff explained what would happen
Moving wards was well managed
Patient involvement in decisions around their care and treatment
Summary
6 RESULTS - STAFF
Views on staff overall
Doctors
There was enough time to talk to the doctors
Doctors knew enough about my condition and treatment
Doctors explained the risks and benefits of any treatment in a way I could understand
Doctors talked in a way that helped me understand my condition and treatment
Doctors gave me clear explanations about my operations and procedures
Doctors told me how my operation or procedure had gone in a way I could understand
Doctors listened to me if I had any concerns
As far as I was aware doctors washed/ cleaned their hands at appropriate times
Nurses
There was enough time to talk to the nurses
Nurses knew enough about my condition and treatment
Nurses talked in a way that helped me understand my condition and treatment
Nurses gave me clear explanations about my operations and procedures
Nurses listened to me if I had any concerns
As far as I was aware nurses washed/ cleaned their hands at appropriate times
Staff working well together in organising your care
Summary
7 RESULTS - LEAVING HOSPITAL
Preparations and advice when leaving hospital
Views on the overall arrangements for leaving hospital
I was happy with how long I had to wait around when I was told I could go home
I was given help with arranging transport
I understood who to contact if I had any questions after leaving hospital
I was told about any danger signals to watch for when I got home
I was given advice on how to look after myself
I was confident that any help I needed had been arranged for when I got home
Medication
I understood what my medicines were for
I understood how and when to take my medicines
I understood the possible side effects and what to do if I had any concerns
Summary
8 RESULTS - IMPORTANCE VERSUS ACTUAL EXPERIENCE
Areas of importance
Actual patient experience
Summary
9 RESULTS - PATIENT CHARACTERISTICS
Overview of gender
Overview of age
Overview of self reported health status
- Health status - overall experience
Overview of health problem or disability
- Health problem or disability - overall experience
Overview of sexual orientation
- Sexual orientation - overall experience
Summary
10 RESULTS - HOSPITAL TYPE
Hospital type
- Teaching hospitals
- Large general hospitals
- General hospitals
- Long stay hospitals
- Community hospitals
Summary
11 RESULTS - NHS BOARDS
Ayrshire and Arran
Borders
Dumfries and Galloway
Fife
Forth Valley
Grampian
Greater Glasgow and Clyde
Highland
Lanarkshire
Lothian
Orkney
Shetland
Tayside
Western Isles
National Waiting Times Centre
Summary
12 RESULTS - OTHER COMPARISONS
Comparisons of NHS patients staying overnight in NHS hospitals with NHS patients staying overnight in private hospitals
National comparisons
Admission to hospital
The hospital and ward
Care and treatment
Staff
Leaving hospital
Summary
13 CONCLUSIONS
National results
Patient characteristics
Hospital type
Other comparisons
Conclusion
ANNEX A: PATIENT FEEDBACK
ANNEX B: STATEMENT OF TABLE EXPLANATIONS
ANNEX C: HOSPITAL TYPE BY BOARD AREA