Inpatient Experience Survey 2013 Research conducted by Ipsos MORI on behalf of Great Ormond Street Hospital

Transcription

1 1 Version 1 Internal Use Only Inpatient Experience Survey 2013 Research conducted by Ipsos MORI on behalf of Great Ormond Street Hospital

2 Table of Contents 2 Introduction Overall findings and key messages CQUIN Targets Section 1 The overall impression of the visit Section 2 Admission and general communication Section 3 Doctors and nurses care Section 4 Feeling scared at hospital Section 5 General experience on the ward Section 6 Cleanliness Section 7 Leaving hospital and improvements Appendices

3 3 Introduction

4 Background (1) 4 This is the fourth inpatient experience survey conducted by the Ipsos MORI Social Research Institute for Great Ormond Street Hospital (GOSH). The 2009 baseline survey was designed to put in place a series of key performance and patient experience indicators to generate benchmark evidence on how well the hospital is delivering services to its patients and their families. The survey also contains Commissioning for Quality and Innovation (CQUIN) metrics which are used to determine a proportion of the Trust s income. The feedback from this annual survey ensures that patients views are taken into account by GOSH, and to help the hospital set meaningful targets and priorities for its services and the care it delivers.

5 Background (2) Survey waves 1 (2009), 2 (2011) and 3 (2012) demonstrated that GOSH was delivering its inpatient services and patient care to a high standard with 94%, 96% and 96% patient satisfaction respectively. 5 There were also some significant improvements between waves 1 and 3 with regard to staff explaining their roles, parents confidence about how to care for their child once at home and information about follow-up and aftercare. These improvements were maintained in wave 3. Between waves 2 and 3 there were also increases in the proportions of parents and patients who reported that doctors and nurses were very good at asking them how they are feeling, taking their concerns seriously, explaining why they needed tests and answering their questions. The 2013 survey continues to track inpatients perceptions of GOSH and its services, and the findings will be benchmarked against survey waves 1, 2 and 3 to review the hospital s performance.

6 Aims 6 The 2013 inpatient survey aims to measure and track GOSH s performance in terms of: Inpatients overall perceptions of their visit to the hospital; Satisfaction levels with the admissions process; The quality and effectiveness of staff communications; Aspects of doctors and nurses care; Patients experiences on the ward; The process of leaving hospital; Potential improvements to patients visits. Specific areas of service and patient care are explored within each of these overarching themes throughout this report.

7 Methodology The 2013 Survey The 2013 survey replicates the approach used in previous inpatient experience surveys. 751 telephone interviews were conducted with either inpatients (aged 10-18), or parents of inpatients (all ages), discharged from the hospital during the period 1 st August and 31 st October Fieldwork took place between 28 th January and 16 th February A Computer Assisted Telephone Interviewing (CATI) approach was used. In total, 615 parent and 136 patient interviews were conducted. The average length of each interview was 12 minutes. 7 Previous Surveys The 2012 survey consisted of 760 interviews carried out in January February 2012; 652 interviews with parents and 136 interviews with inpatients aged 10 to 18 years. The 2011 survey consisted of 750 interviews carried out in February 2011; 608 interviews with parents and 142 interviews with inpatients aged 10 to 18 years. The first inpatient survey (and considered the baseline) was carried out in November 2009; when Ipsos MORI interviewed 750 inpatients and parents of GOSH inpatients; 612 interviews were conducted with parents and 138 with inpatients aged 10 to 18 years.

8 Sampling 8 This survey was conducted among a sample of GOSH inpatients, rather than the entire patient population, for the period 1st August to 31st October. As such the results are subject to sampling tolerances (see appendices for details). It should also be borne in mind that the sample of inpatients for the 2013 and 2012 surveys were drawn a little later than the two previous surveys: : inpatients discharged between 1 st August to 31 st October : inpatients discharged between 1 st August to 31 st October : inpatients discharged between 1 st June to 31 st August : inpatients discharged between 25 th June to the 30 th September 2009 Also, although fieldwork for the 2013 and 2012 surveys took place at roughly the same time as in the 2011 survey (January/ February), the baseline survey took place in November 2009.

9 Statistically significant differences 9 Throughout this report, comparisons with findings from the previous surveys are made at appropriate points and where statistically significant differences are found. However, these comparisons are best regarded as indicative only. This is because the samples for each wave of the research are totally independent of each other. Each has been drawn in exactly the same way, so we can be fairly confident that they are representative of the true population of GOSH patients from the sampling period. However, samples were drawn separately in each wave and so their profiles do not match exactly. The samples may also differ systematically on some important, unobservable characteristics not collected (such as differing seasonal illnesses). Consequently, any differences between results from each wave cannot be attributed solely to changes over time but could simply be due to differences in the underlying sample profiles.

10 10 Overall findings

11 Key messages Overall 11 Whilst levels of satisfaction remain high, with more than nine in ten (93%) saying they are very or fairly satisfied, it has fallen three percentage points since 2012 and is now at its lowest since the first wave of the survey in 2009 (94%). A number of reasons for dissatisfaction were mentioned for the first time this year: not allowing patients to sleep, not accommodating patients with special needs/disabilities and the waiting area. Whilst across most performance indicators there have been no significant changes overall, patients and parents reported knowledge of, and confidence in, the complaints procedures has decreased since last wave. In particular there have been decreases in the proportions that say that: They felt they could complain and it would be taken seriously (83% to 75%) They knew how to complain and offer feedback (74% to 67%) They knew about PALS (61% to 53%) In addition, fewer patients and their parents than in 2012 say that there were enough staff on the ward to help when they needed something (83% versus 88%).

12 Key messages Overall Although positive opinions of staff have not changed overall, there have been decreases in the proportions who say they strongly agree that: They had confidence and trust in the doctors (87% to 84%) They had confidence and trust in the nurses (82% to 77%) Their experience as a parent was valued by staff (74% to 69%) Similarly, the proportions of patients and parents who rate staff as very good has fallen in a number of domains since 2012: Taking you and your child s concerns seriously (76% to 69%) Spending enough time with you and your child (74% to 65%) Asking you and your child questions about how you were feeling (69% to 62%) Finally, patients and their parents seem less positive than in 2012 about leaving hospital. In particular: The proportion who strongly agree they were confident about how to care for their child once at home has fallen six percentage points, from 81% in 2012 to 75%. The proportion who agree they would know who to contact if they had a question has fallen from 92% in 2012 to 86%. The proportion who agree they had enough information about what would happen next has fallen eight percentage points from 90% in 2012 to 86%. 12

13 Key messages Sub-group trends patients with disabilities Last wave (2012) was the first time the survey identified and surveyed patients and parents of patients with disabilities or learning difficulties. 13 The findings from 2012 suggested that although satisfaction was broadly high, satisfaction with certain aspects of the service varies between patients with disabilities or special needs and the other patients surveyed. These finding are borne out in the findings of the 2013 survey. The findings suggest that patients and parents of patients with learning difficulties or a disability are less likely than other patients to: say that they were satisfied with their last visit (91% versus 96% without special needs or a disability). say that doctors and nurses were very good at asking how they were feeling (55% compared to 64%). Patients and parents of patients with special needs and disabilities however, are more likely than those without to say that they know about PALS (61% compared with 52%).

14 Suggested improvements and recommendations 14 The findings from the 2013 patient experience survey suggest one particular area for focus: the complaints and feedback processes. Patients and parents are less likely than in 2012 to agree that they knew how to complain and offer feedback and that they felt that their complaints would be taken seriously. There are also a number of areas in which results concerning the Medicine and Therapeutic Services were lower. Patients and parents here were less likely than average to: know how to complain or offer feedback; say these health professionals were very good at spending time with them; feel doctors and nurses were very good at asking them how they were feeling and spending enough time with them; say that doctors and nurses were very good at explaining why they needed tests and treatment. Improvements could also be made to the arrangements that are put in place for children with special needs, as the proportion of parents who agree that these are in place has fallen since As highlighted on the previous slide, there are a number of areas in which patients and parents of patients with special needs are less positive than average.

15 15 CQUIN targets

16 CQUIN dashboard GOSH has met the confidence interval range of 89% - 94% as a composite score in the following areas: 16 Overall composite score = 89% Base: All respondents 2013 (751); 28 th January - 16 th February Base: A;; respondents 2012 (760). Base: All respondents 2011 (750). Base all respondents 2009 (750).

17 17 Section 1 The overall impression of the visit

18 Satisfaction with visit Q2 Overall, how satisfied or dissatisfied were you with your last visit to Great Ormond Street Hospital? Satisfied 93% 96% 96% 94% Dissatisfied 3% 2% 2% 4% Net satisfied Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615) 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

19 Satisfaction with visit Q2 Overall, how satisfied or dissatisfied were you with your last visit to Great Ormond Street Hospital? Satisfied 19 91% 93% Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615) 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

20 Reason for dissatisfaction Q3 Why were you dissatisfied? Base: All respondents who were dissatisfied with their last visit to GOSH (21); 16 th January 28 th February 2013: 2012 (16); 2011 (17); 2009 (31).

21 Advocacy Q 4 PARENT WORDING: How likely or unlikely would you be to recommend Great Ormond Street Hospital to a friend or relative if their child needed treatment? COMBINED CHILD WORDING: If a friend or relative of yours needed treatment, how likely or unlikely would you be to recommend Great Ormond Street Hospital (say Great Ormond Street Hospital is a good place to receive care)? Likely 21 96% 97% 96% 96% 97% 96% Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615) 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

22 Key messages Whilst satisfaction with GOSH has remained high over nine in ten (93%) visitors are satisfied - it has fallen since 2012 (96%). Three in four (74%) are very satisfied ; Parents are more likely to be very satisfied than patients (74% and 71% respectively). 22 The proportion of patients who are dissatisfied with their visit to GOSH remains very low (3%): The top three reasons for dissatisfaction are waiting for treatment, lack of, or inaccurate information and staff inefficiency. This year, for the first time, there were also some mentions of preventing patients from sleeping and not accommodating patients with special needs or disabilities. Almost all of the parents and patients at GOSH would be likely to recommend the hospital to a friend or relative (97%). This has remained at a consistently high level since 2009 (96%). As seen in previous years of the survey, parents are more likely to say they are very likely to recommend GOSH than patients are. This may be expected as the patients may simply be less likely to think in these terms.

23 Sub-group trends Satisfaction 23 Overall satisfaction is very high, but the younger the patient the higher the proportion who were satisfied with their visit. Those with special needs or disabilities are less likely to be satisfied with their last visit than those without. Base: All respondents (751) 28 th January 16 th February 2013.

24 24 Section 2 Admission and general communication

25 Overnight accommodation Q5 PARENT WORDING: Were you able to stay overnight with your child when you wanted to? COMBINED CHILD WORDING: Were your parents able to stay overnight at Great Ormond Street Hospital when they wanted to? 25 Overall Yes 74% 79% 78% 76% No 2% 5% 5% 4% Net yes Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615) 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

26 Treatment and service Q6 I would like you to tell me whether you agree or disagree with each % 88% 88% 82% 83% 83% 74% 77% 77% 82% 80% 80% 72% 71% 69% 74% 71% 72% 61% 63% 63% 53% 52% - 46% - - Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750)..

27 Treatment and service Q6 I would like you to tell me whether you agree or disagree with each. 27 Agree % 97% 96% 96% 92% 92% 95% 96% 91% 91% 90% 91% 75% 83% 67% 74% 53% 61% Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760). * Base: All parents of patients (615); 28 th January 16 th February 2013.

28 Treatment and service (parent) Q6 I would like you to tell me whether you agree or disagree with each. 28 Agree % 97% 96% 96% 92% 92% 94% 96% 91% 90% 90% 91% 73% 82% 67% 73% 56% 65% Base: All parents of patients (615); 28 th January 16 th February 2013

29 Treatment and service (patient) Q6 I would like you to tell me whether you agree or disagree with each. 29 Agree % 99% 99% 97% 92% 93% 99% 98% 93% 94% 82% 90% 69% 79% 36% 40% Base: All patients (136); 28 th January 16 th February 2013

30 Key messages 30 Three in four parents and patients (74%) say they could stay overnight at GOSH this is a lower proportion than in previous waves when four in five said they could stay Encouragingly, almost all of the treatment and service statements receive 90%+ overall agreement: Since 2009, Confidence and trust in the doctors has received the highest levels of agreement (97%). However, agreement with the statements referring to knowledge of the complaints procedure and PALS receive lower levels of agreement and have decreased: Two in five (38%) strongly agree they know about PALS; Less than half (46%) strongly agree they know how to complain or offer feedback; Half (53%) strongly agree that if they complained it would be taken seriously.

31 Sub-group trends Complaining and offering feedback 31 Overall, two in three patients and parents of patients knew how to complain or offer feedback. Parents and patients in the medicine clinical unit were less likely than average to know how to complain or offer feedback; only three in five agreed with this statement (58%). As shown in the chart to the right, four in five patients in the cancer and immunity unit felt they could complain and it would be taken seriously; this is significantly more than the three in four (75%) patients overall. Base: All respondents (751); 28t h January 16 th February

32 Sub-group trends PALS 32 Patients and parents of patients who speak English are significantly more likely those who do not speak English* to know about the Patient Advice Liaison Service (PALS). Parents and patients in the who stayed for 7+ days are more likely to know about PALS than patients who stayed for 0-6 days (67% compared to 53% overall) Patients and parents of patients with special needs and disabilities are more likely than those without to say that they know about PALS (61% compared with 52%). Base: All respondents (751); 28 th January 16 th February 2013 *Note: These figures must be treated as indicative due to the small base size of non-english speakers (35).

33 33 Section 3 Doctors and nurses care

34 Communication and service Q7 Last time you saw a doctor or nurse how good were they at...? % 75% 78% 78% 76% 76% 77% 72% 76% 75% 73% 74% 76% 70% 73% 74% 63% 68% 69% 59% 61% Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750)

35 Communication and service Q7 Last time you saw a doctor or nurse how good were they at...? 35 Good % 95% 95% 96% 96% 96% 93% 94% 92% 94% 92% 95% 87% 91% Base: All respondents (751) 28 th January 16 th February; 2012 base (760).

36 Communication and service (parent) Q7 Last time you saw a doctor or nurse how good were they at...? 36 Good % 95% 95% 95% 96% 96% 93% 93% 92% 94% 92% 95% 86% 90% Base: All parents of patients (615); 28 th January 16 th February 2013

37 Communication and service (patient) Q7 Last time you saw a doctor or nurse how good were they at...? 37 Good % 96% 99% 99% 96% 98% 93% 96% 91% 95% 93% 95% 85% 95% Base: All patients (136); 28 th January 16 th February 2013

38 Receiving health advice 38 Base: All parents of patients (615). Base: All parents who are happy to receive advice on leading a healthier lifestyle (411).

39 Pain control Q13a During your stay at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following: How your/ your child s pain was controlled? 39 Overall Satisfied 83% 87% 88% 86% Dissatisfied 2% 3% 4% 4% Net satisfied Base: All respondents (751) 28 th January 16 th February 2013; 2012 (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615); 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

40 Key messages 40 Overall, nine in ten patients and parents agree doctors and nurses are good across each of the communication and service indicators. Three in four parents and patients say doctors and nurses are very good at explaining why treatment or tests were needed, and what would happen in the treatment or tests (76%% and 76%). Three in four patients also said that doctors and nurses were very good at answering questions and involving the patient and parents in decisions about their/their child s care (75% and 72%). This falls to less than two in three patients and parents for spending enough time with the parent and child (65%) and asking how the parent and child were feeling (62%).

41 Sub-group trends Spending time with patients and parents 41 Overall, nine in ten (92%) patients and parents feel the amount of time doctors and nurses spend with them is good. Patients and parents in the Cancer and immunity unit are the most likely to feel the doctors and nurses were very good at spending time with them (73%). Conversely, patients and parents of the Medicine unit are the least likely to say these health professionals were very good at spending time with them (50%) Patients and parents of patients with a special need or disability are significantly less likely to say that doctors and nurses were very good at spending enough time with them (64% compared to 70%). Base: All respondents (751); 28 th January 16 th February 2013

42 Sub-group trends Asking how patients were feeling 42 The majority of parents and patients felt doctors and nurses were very good at asking them how they were feeling (62%). There is variation across the clinical units, with patients and parents in the Medicine unit least likely to feel doctors and nurses were very good at asking them how they were feeling. Patients and parents of patients with a special need or disability are again significantly less likely to say that doctors and nurses were very good at asking how they were feeling (55% compared to 64%). Base: All respondents (751); 28 th January 16 th February 2013 *Note: Small base size therefore please treat as indicative

43 Sub-group trends Explaining treatment and tests 43 Overall, over nine in ten (96%) of parents and patients say doctors and nurses in GOSH are good at explaining why the child patient needed treatment or tests. Parents of patients age 0-1 years were more likely than other age groups too say that doctors and nurses were very good at explaining why their child needed treatment or tests (85% compared to 76% overall) Patient and parents of patients in the Medicine specialism were less likely to say that doctors and nurses were very good at explaining why they needed tests and treatment (66% versus 76%). Base: All respondents (760); 13 th January 10 th February

44 44 Section 4 Feeling scared at the hospital

45 Feeling scared Q8 PARENT WORDING: How scared, if at all, was your child when visiting the hospital? COMBINED CHILD WORDING: How scared, if at all, were you in the hospital? Scared 45 26% Base: All respondents (751) 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615) 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

46 Reason for being scared Q9 PARENT WORDING: What was your child scared/frightened of? COMBINED CHILD WORDING: What were you scared/frightened of? Base: All who were scared when visiting hospital (212) 28 th January 16 th February; 2012 base (237); 2011 base (231); 2009 base (234)

47 Reason for being scared Q9 PARENT WORDING: What was your child scared/frightened of? COMBINED CHILD WORDING: What were you scared/frightened of? 47 Base: All parents of patients who were scared or frightened (162); 28 th January 16 th February 2013 Base: All child patients who were scared or frightened (50); 28t h January 16 th February 2013/

48 Alleviating fears Q11 PARENT WORDING: And how well do you think the staff dealt with your child s fears? COMBINED CHILD WORDING: And how well do you think the staff dealt with your fears? By dealt with, I mean helped you feel less scared. 48 Overall Well 92% 93% 88% 91% Not well 8% 7% 10% 8% Net well Base: All respondents (751); 28 th January 16 th February; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615); 28t h January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

49 Key messages 49 Three in ten (28%) children were scared when visiting GOSH this figure has remained consistent since As in previous waves, patients are significantly more likely than parents to say they were scared (37% compared to 26%): Patients are more likely than parents to say they were scared or frightened of operations or surgery (34% compared with 22% of parents); Parents however are more likely to say that their child was scared of treatment in general (29% compared to 18%). The top three reasons for being scared are: treatment in general, operations and surgery and injections. Positively, nine in ten patients and their parents say that staff dealt with their fears well (92%): This has remained consistent since 2012 when there was an increase of five percentage points for those who felt staff dealt with their fears well (88% in 2011 compared with 93% in 2012).

50 Sub-group trends 50 Patients and parents of patients aged 6-10 are the most likely to say they/their child was scared (36%). Parents of patients aged 0-1 years old are least likely to say that their child was scared. As in 2012, patients and parents of patients in the Cancer and Immunity unit are the most likely to say they were not scared (66% compared with 59% overall). Patients are more likely to say they were scared than the parents of patients (37% vs. 26%). Operations and surgery are a greater source of fear for the patients (34%) than suggested by their parents (22%). Base: All respondents (760); 13 th January 10 th February

51 51 Section 5 General experience of the ward

52 General experiences on the ward Q12 I am going to read out a number of statements about your time at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 52 Agree % 94% 92% 94% 84% 88% 82% 88% 75% 74% 22% 24% Base: All respondents (751); 28 th January 16 th February. Base: 2012 (760).

53 General experiences on the ward (parents) Q12 I am going to read out a number of statements about your time at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 53 Agree % 94% 92% 93% 82% 87% 80% 87% 76% 74% 21% 22% Base: All parents of patient (615; 28 th January 10 6h February. Base: 2012 (652).

54 General experiences on the ward (patients) Q12 I am going to read out a number of statements about your time at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 54 Agree % 96% 96% 99% 89% 91% 92% 93% 74% 73% 27% 33% Base: All patients (136); 28 th January 10 6h February. Base: 2012 (108).

55 Satisfaction with entertainment 55 Q13b During your stay at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? PARENT & CHILD (13-18 YEARS) WORDING: The quality and amount of toys, games and things to do on the ward CHILD (10-12 YEARS) WORDING: The toys games and things to do Satisfied 77% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760) 2011 base (750); 2009 base (750). Base: All parents of patients (615); 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

56 Satisfaction with food 56 Q13c During your stay at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? PARENT & CHILD (13-18 YEARS) WORDING: The quality and variety of hospital food CHILD (10-12 YEARS) WORDING: The food Satisfied 57% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760) 2011 base (750); 2009 base (750). Base: All parents of patients (615); 28 th January 16 th February Base: All child patients (136); 28 th January 16 th February 2013.

57 Providing arrangements for patients with special needs : 85% agree 2013: 78% agree All parents of patients (615); 28 th January 16 th February *All parents of patients with special needs or disabilities (269); 28 th January 16 th February 2013

58 Key messages 58 As in 2012, the vast majority of patients/parents again believe that GOSH respects privacy: Over nine in ten say they/their child had enough privacy when being examined by doctors/nurses, and when doctors/nurses talked about their treatment (93% and 92% respectively). Just over four in five (83%) agree there were enough staff on the wards this has fallen from 88% in Since 2012, there has also been a fall in the proportion of parents and patients who say they felt that they could complain or offer feedback and that it would be taken seriously (from 88% to 82%). Three in four (77%) say they were satisfied with the quality and amount of toys, games and things to do on the ward and this has decreased from 82% since Four in five parents (78%) also agree that GOSH puts in place arrangements for children with special needs this has fallen from 85% since Almost three in five (57%) are satisfied with the quality and variety of food. This has recovered slightly since the six percentage point decline in satisfaction that was seen from 2011 to 2012 (from 60% to 54%)

59 Sub-group trends environment of the ward Overall, one in five agree that they were kept awake at night by noise (22%). Those more likely to agree they were kept awake by noise tend to be: Female patients and their parents (15% strongly agree compared to 9% of male patients) Non white patients and their parents (16% strongly agree compared to 12% overall) Patients who have stayed overnight for 3-6 days (44% agree compared to 22% overall). 59 While three in four agree that the ward is well designed, parents of children aged under a year are less likely to agree the ward is well designed for their child than average (70% compared to 76% overall) Conversely, patients and parents of patients aged 2-5 years are more likely than average to agree that the ward was well designed for patients their child s age (84% compared to 76% overall) Base: All respondents (760); 13 th January 10 th February

60 Sub-group trends patient needs 60 Over four in five patients and parents of patients agree that staff were available when the child needed something (83%) Patients and parents of patients in the cancer and immunity unit are more likely to agree with this (89% vs. 83% overall) ; Patients and parents of patients with special needs or disabilities are more likely to disagree with this (16% vs. 7% without special needs or disabilities). Almost three in five patients and parents are satisfied with the hospital food (57%): As in 2012, patients are more likely to be satisfied than their parents (67% vs. 55%). That said, one in five (22%) parents did not come into contact with the food and so felt the question did not apply to them. Base: All respondents (760); 13 th January 10 th February

61 61 Section 6 Cleanliness

62 Cleanliness Q14 And how clean, if at all, did you think the following areas were? (%) % 80% 86% 75% 72% 77% 67% 61% 70% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750)

63 Cleanliness Q14 And how clean, if at all, did you think the following areas were? (%) 63 Clean % 97% 93% 96% 92% 96% Base: All respondents (751); 28 th January 10 6h February base (760).

64 Cleanliness (parent and patient) Q14 And how clean, if at all, did you think the following areas were? (%) 64 Base: All parents of patients (615); 28 th January 16 th February Base: All patients (136); 28 th January 16 th February 2013.

65 Hand hygiene Q15 As far as you are aware, did the doctors and nurses who were treating your child clean their hands before and after examining your child, either by washing them or by using hand gel? 65 Overall All/most/some of the time 83% 89% 88% 87% Rarely/never 1% 2% 2% 2% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750). Base: All parents of patients (615); 28 th January 16 th February Base: All patients (136); 28 th January 16 th February 2013.

66 Key messages 66 Perceptions of the overall level of cleanliness of the hospital facilities remains high over nine in ten parents say they are clean/very clean. Patients and parents who class the cleanliness of the bathrooms and toilets as very clean has remained constant since 2012 at 70%, this maintains the increase that was seen in 2012 from 61% in 2011 to 67%. The proportion of parents and patient who say that the place where their child/they were treated and the ward where their child/they stayed was clean have also remained constant since 2012 (95% and 93% respectively) Four in five (83%) parents and patients say GOSH staff washed their hands, and only 1% say staff rarely or never washed their hands: The proportion who say their staff wash their hands at least some of the time has decreased since 2012 when nine in ten (89%) were reported to wash their hands.

67 Sub-group trends 67 Encouragingly, in 2012, the proportion of parents and patients in the Cardiac unit who say the bathroom and toilets are very clean has continued to increase to 76% from 60% in 2012 and 47% in This is now in line with, or above, other units. Patients and parents were more likely to say that the bathrooms and toilets in the medicine unit were not clean, than other units (11% not clean compared with 5% overall). Female patient and their parents were more likely than males to think that the bathrooms and toilets were clean (95% versus 91%). Seven in ten (71%) patients and parents in the cardiac unit say the staff cleaned their hands all of the time: this is significantly higher than the other units, particularly Medicine (57%) and Surgery (59%). Base: All respondents (760); 13 th January 10 th February

68 68 Section 7 Leaving hospital and improvements

69 Leaving hospital Q16 I am going to read out a number of statements about the time when you/your child was at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each % 80% 77% 76% 79% 76% 80% 80% 78% 74% 73% 71% 64% 65% 65% 23% 18% 20% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750) * Base: All parents of patients (615); 28 th January 16 th February 2013.

70 Leaving hospital Q16 I am going to read out a number of statements about the time when you/ your child was at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 70 Agree % 92% 94% 87% 89% 91% 86% 92% 91% 86% 90% 90% 85% 86% 89% 42% 38% 40% Base: All respondents (751); 28 th January 16 th February 2013; 2012 base (760); 2011 base (750); 2009 base (750) * Base: All parents of patients (615); 28 th January 16 th February 2013.

71 Leaving hospital (parent) Q16 I am going to read out a number of statements about the time when you/ at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 71 Agree % 92% 86% 92% 87% 89% 86% 90% 85% 85% 44% 38% Base: All parents of patients (615); 28 th January 16 th February 2013

72 Leaving hospital (patient) Q16 I am going to read out a number of statements about the time when you/ at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each. 72 Agree % 94% 84% 91% 86% 95% 38% 39% Base: All child patients (138); 28 th January 16 th February 2013

73 Top 10 good points 73 Q17 PARENT WORDING: Was there anything particularly good about your child s hospital visit? COMBINED CHILD WORDING: Was there anything particularly good about your visit to hospital? Patient Parents of patient 23% 25% 20% 26% 12% 23% 18% 15% 5% 11% 11% 7% 4% 7% 3% 3% 5% 3% 5% 3% Base: All respondents (751); 28 th January 16 th February 2013; Base: All parents of patients (615); Base: All child patients (136).

74 Top 10 suggested improvements 74 Q18 PARENT WORDING: Was there anything that could have been improved about your child s hospital visit? COMBINED CHILD WORDING: Was there anything that could have been improved about your hospital visit? % 9% 10% 5% 4% 7% 7% 6% 9% 4% 6% 6% 4% 3% 6% 1% - - 3% 5% 9% 3% 4% 3% 3% 3% 2% Base: All respondents (760); 13 th January 10 th February 2% 3% 2%

75 Key messages 75 Positively, patients and their families feel well equipped when the time comes to leave GOSH. Compared to 2012 however, there have been some decreases in the proportion who agree with the statements. In particular: The proportion who strongly agree they were confident about how to care for their child once at home has fallen six percentage points, from 81% in 2012 to 75%. The proportion who strongly agree they would know who to contact if they had a question has fallen eight percentage points from 80% in 2012 to 72%. The proportion who strongly agree they had enough information has fallen eight percentage points from 74% in 2012 to 66%. As in 2012, patients were particularly positive about the doctors, nurses and the overall quality of care: The helpfulness of nurses (25%) and helpfulness of doctors (25%) were the most frequently mentioned aspects testament to the role played by staff in delivering patient care. The overall quality of care (21%) was also very frequently mentioned; parents were twice as likely to mention this compared to patients (23% and 12% respectively); As in 2012, the three most common improvements suggested by parents and patients for GOSH relate to shorter waiting times (9%) and better and more variety of food (6%.

76 Sub-group trends leaving hospital 76 More than four in five patients (85%) found the process of checking out easy. Patients and parents of patients aged 11+ were more likely than average to strongly agree that the process was easy (67% compared to 58%). Parents of patients with special needs or a disability were more likely than average to disagree that the process was easy (13% compared to 6%). Patients and parent of patients who had stayed for a week or longer were more likely to agree that the process of leaving hospital took a long time (58% compared to 42%). Parents of white patients were more likely to agree that they were confident about how to care for their child once at home (96% versus 93%).They were also more likely to agree that they knew who to contact if they had a question when they got home (89% versus 86%). Parents of patients aged 0-1 years were particularly positive about the helpfulness of doctors (33% versus 25%) and the quality of care (33% versus 21%). Conversely, the older age group (11+ years) were less likely to be positive about the quality of care (15% versus 21%) and the helpfulness of admin and support (5% versus 10%). Base: All respondents (760); 13 th January 10 th February *Small base, please treat as indicative

77 77 Appendices

78 Technical note 78 Ipsos MORI conducted 751 interviews with parents of Great Ormond Street Hospital (GOSH) inpatients (615 interviews) and GOSH inpatients aged 10+ (136 interviews). Interviews took place using CATI technology (Computer Assisted Telephone Interviewing) during the period 28 th January to 16th February Quotas were set to ensure the results represent the known demographic profile of GOSH patients at the time of treatment (1st August to 31st October 2012) patient s age, gender and ethnicity. Quotas have also been applied to ensure the sample is representative of the known clinical profiles of GOSH patients patient s length of stay and the name of their clinical unit. Base: All respondents 2013 (751), all respondents 2012 (760), all respondents 2010/11 (750), and all respondents 2009 (750), unless otherwise stated. Where results do not sum to 100, this may be due to multiple responses, computer rounding or the exclusion of don t know/not stated categories. Numbers, not percentages, are reported here where sample sizes are very small (less than 30); these are indicated with an N. An asterisk (*) indicates a percentage of less than 0.5% but greater than zero.

79 Sample composition 79 Ethnicity % White 45 Non-white 24 Not stated 31 Sex % Male 56 Female 44 Age within gender % Male Female Male Female Male Female Clinical unit % Cardiac 15 Infection, Cancer and Immunity 19 Medicine 16 Neuroscience 13 Surgery 37 Foreign language interviews Arabic 2 Turkish 4 Urdu 5 Polish 2 Bengali 7 Other 5 N LOS % 0 2 days days 8 7+ days 6 Type of interview % Parent 81 Child 18 Age of patient %

80 Statistical reliability 80 Because a sample, rather than the entire GOSH inpatient population for the period 1 st August to 31 st October, was interviewed the percentage results are subject to sampling tolerances which vary with the size of the sample and the percentage figure concerned. For example, for a question where 50% of the people in a (weighted) sample of 760 respond with a particular answer, the chances are 95 in 100 that this result would not vary more than three percentage points, plus or minus, from the result that would have been obtained from a survey of the entire patient population of 5,570* (using the same procedures). An indication of approximate sampling tolerances are given in the table below. Size of sample on which the survey results are based Approximate sampling tolerances applicable to percentages at or near these levels 10% or 90% 30% or 70% 50% ± ± ± 751 interviews * The size of the GOSH inpatient population for the period 1 st August to 31 st October 2011, following de-duplication of patient records, the removal of records containing overseas address and the removal of incomplete patient records from the sample provided to Ipsos MORI by GOSH.

81 Statistical reliability 81 When results are compared between separate groups within a sample, different results may be obtained. The difference may be real, or it may occur by chance (because not everyone in the population has been interviewed). To test if the difference is a real one - i.e. if it is statistically significant, we again have to know the size of the samples, the percentage giving a certain answer and the degree of confidence chosen. If we assume the 95% confidence interval, the differences between the two sample results must be greater than the values given in the table below: Size of sample on which the survey results are based Approximate sampling tolerances applicable to percentages at or near these levels 10% or 90% + 30% or 70% + 50% (Inpatient survey 2013) vs. 760 (Inpatient survey 2012) 115 (Cardiac unit patients) and 140 (ICI unit patients) 417 (Male patients) vs. 334 (Female patients) * The size of the GOSH inpatient population for the period 1 st August to 31 st October 2012, following de-duplication of patient records, the removal of records containing overseas address and the removal of incomplete patient records from the sample provided to Ipsos MORI by GOSH.

82 82 Version 1 Internal Use Only For further information contact Sylvie.Hobden@ipsos.com Anna.Quigley@ipsos.com This Version work 2 was Internal carried Use out Only in accordance with the requirements of the international quality standard for market research, ISO 20252:2006 and with the Ipsos MORI Terms and Conditions which can be found here