Outpatient Survey Results - Final Report

Transcription

1 Outpatient Survey Results - Final Report Mid Cheshire Hospitals NHS FT National Outpatient Survey 211 Patients Attending: APRIL 211 w w w. p a t i e n t p e r s p e c t i v e. o r g Copyright - Patient Perspective.

2 Contents 1. Introduction 2. Response Rates 3. Mean Rating Scores, Ranked 4. Mean Rating Scores by Section 5. Frequency Tables 6. Trend Charts 7. Questionnaire

3 Introduction Introduction This report details the results of the National Outpatients Department survey carried out by Patient Perspective on behalf of the Trust from June to November 211. Methodology The survey questionnaire is mailed to patients that have attended as an outpatient in APRIL 211. The questionnaire is sent with a covering letter and a FREEPOST return envelope. Patients are provided with a FREEPHONE helpline number if they have any queries. Two reminders are mailed to non-respondents. Sampling A random sample of patients has been taken that is representative of each ward/clinic/surgery, department and the organization as a whole. Mean Rating Scores As a summary measure for each question, we have followed the approach adopted by the Care Quality Commission in England for the National Patient Experience Survey Programme. This allows easy benchmarking with existing published national data. The mean rating score allocates a weight to each response, with positive scores (e.g. excellent, very good, good) allocated a higher score than negative responses (e.g. fair, poor). For every evaluative question, each response category is weighted between (most negative) and 1 (most positive). An average for each question is then calculated with higher scores indicating better results (or a more positive patient experience) and 1 being perfect. How to read the report Section 2 Response Rates Look at the response rates to see the total number of questionnaires mailed out and the number of completed questionnaires. Also see the number of patients that were ineligible for the survey or didn t respond. Section 3 Mean Rating Scores, Ranked The mean rating score gives a quick indication of the result for each question, with a higher score being a better result and 1% being perfect. Questions have been ordered from best scoring to worst. Section 4 Mean Rating Scores by Section The mean rating score gives a quick indication of the result for each question, with a higher score being a better result and 1% being perfect. Questions have been ordered by Section from best scoring to worst. Section 5 Frequency Tables The frequency tables show the detailed results for each question in the questionnaire. Use this to see how many patients, and the percentage, that responded to each response category for each question and the overall response. The weightings used to calculate the mean rating scores are shown. Section 6 Trends For questions that have been asked in previous surveys, trends lines show any change over time. A single dot indicates a question used for that year only. Section 7 Questionnaire The questionnaire used in the survey is shown here.

4 Response Rates

5 Response Rates Total number mailed Not eligible, not at address Not eligible, patient died Not eligible, other Total Eligible Not returned, opt out Not returned, too ill Not returned, other Returned completed N Response Rate 54.4 % Response Rate is returned completed as a percentage of total eligible Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

6 Mean Rating Scores, Ranked

7 Mean Rating Scores Ranked Mean Rating Score 1-9% Mean Rating Score Q34 Were you given enough privacy when discussing your 94% condition or treatment? Q35 Did staff contradict each other? 94% Q32 Did doctors and/or other staff talk in front of you as if you 93% weren't there? Q5 Overall, did you feel you were treated with respect and 93% dignity when in the OP Department? Q14 Did a member of staff tell you how you would find out the test 9% results? Q23 Did the doctor listen to what you had to say? 9% Q29 Did you have confidence and trust in the other healthcare 9% professional? Q25 Did you have confidence and trust in the doctor? 9% Mean Rating Score 9%-8% Mean Rating Score Q22 Did the doctor explain the reasons for any treatment in a way 89% you could understand? Q33 When in the OP Dept. how much information about your 89% condition or treatment were you given? Q41 Did a member of staff explain to you how to take the new 89% medications? Q6 Was your appointment changed to a later date by the 88% hospital? Q21 Did the doctor seem aware of your medical history? 88% Q17 Before the treatment did a member of staff explain what 88% would happen? Q45 Did staff explain the reason for the change to your medication 88% in an understandable way? Q1 In your opinion, how clean was the Outpatients Department? 87% Q49 Was the main reason you went to the Outpatients 87% Department dealt with to your satisfaction? Q28 Did you get understandable answers from the other 87% healthcare professional to any questions? Q42 Did a member of staff explain the purpose of the new 87% medications in an understandable way? Q13 Did a member of staff explain why you needed these tests in 86% a way you could understand? Q11 How clean were the toilets at the Outpatients Department? 85% Q31 Q2 Q24 Q36 Q51 Q2 Did the staff treating and examining you introduce themselves? Did you have enough time to discuss your health or medical problem with the doctor? If you had important questions to ask the doctor, did you get answers you could understand? Were you involved as much as you wanted to be in decisions about your care and treatment? Overall, how would you rate the care you received at the OP Department? From when you were first told you needed an appointment, how long did you have to wait? 85% 85% 83% 83% 83% 82% Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

8 Mean Rating Scores Ranked Mean Rating Score 8%-7% Mean Rating Score Q15 Q18 Q3 Q38 Did a member of staff explain the test results in a way you could understand? Before the treatment, were any risks and/or benefits explained in understandable way? Did symptoms or condition get worse while you were waiting for your appointment? Did doctors and/or staff ask you what was important to you in managing your condition? 79% 78% 75% 7% Mean Rating Score 7%-6% Mean Rating Score Q48 Did hospital staff tell you who to contact if you were worried 67% after you left hospital? Q39 Did your appointment help you feel that you could better 65% manage your condition or illness? Q5 Were you given a choice of appointment times? 64% Q7 Q8 Q3 Before your appointment, did you know what would happen to you during the appointment? How long after the stated appointment time did the appointment start? Do you see same doctor or other member of staff whenever you go to the Outpatients Dept? 64% 61% 6% Mean Rating Score 6%-5% Mean Rating Score Q47 Did hospital staff tell you about what danger signals to watch for after you went home? 59% Mean Rating Score less than 5% Mean Rating Score Q43 Did a member of staff tell you about medication side effects to 46% watch for? Q9 Were you told how long you would have to wait? 42% Q46 Did you receive copies of letters sent between hospital doctors and your family doctor (GP)? 4% Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

9 Mean Rating Scores by Section

10 Mean Rating Scores by Section Before the appointment Mean Rating Score Q2 From when you were first told you needed an appointment, how 82% long did you have to wait? Q3 Did symptoms or condition get worse while you were waiting for 75% your appointment? Q5 Were you given a choice of appointment times? 64% Q6 Was your appointment changed to a later date by the hospital? 88% Q7 Before your appointment, did you know what would happen to you during the appointment? 64% Waiting in the hospital Mean Rating Score Q8 How long after the stated appointment time did the 61% appointment start? Q9 Were you told how long you would have to wait? 42% Hospital environment and facilities Mean Rating Score Q1 In your opinion, how clean was the Outpatients Department? 87% Q11 How clean were the toilets at the Outpatients Department? 85% Tests and treatment Mean Rating Score Q13 Q14 Q15 Q17 Q18 Did a member of staff explain why you needed these tests in a way you could understand? Did a member of staff tell you how you would find out the test results? Did a member of staff explain the test results in a way you could understand? Before the treatment did a member of staff explain what would happen? Before the treatment, were any risks and/or benefits explained in understandable way? 86% 9% 79% 88% 78% Seeing a doctor Mean Rating Score Q2 Did you have enough time to discuss your health or medical 85% problem with the doctor? Q21 Did the doctor seem aware of your medical history? 88% Q22 Did the doctor explain the reasons for any treatment in a way 89% you could understand? Q23 Did the doctor listen to what you had to say? 9% Q24 If you had important questions to ask the doctor, did you get 83% answers you could understand? Q25 Did you have confidence and trust in the doctor? 9% Seeing another professional Mean Rating Score Q28 Q29 Did you get understandable answers from the other healthcare professional to any questions? Did you have confidence and trust in the other healthcare professional? 87% 9% Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

11 Mean Rating Scores by Section Overall about the appointment Mean Rating Score Q3 Do you see same doctor or other member of staff whenever you 6% go to the Outpatients Dept? Q31 Did the staff treating and examining you introduce themselves? 85% Q32 Did doctors and/or other staff talk in front of you as if you 93% weren't there? Q33 When in the OP Dept. how much information about your 89% condition or treatment were you given? Q34 Were you given enough privacy when discussing your condition 94% or treatment? Q35 Did staff contradict each other? 94% Q36 Q38 Q39 Were you involved as much as you wanted to be in decisions about your care and treatment? Did doctors and/or staff ask you what was important to you in managing your condition? Did your appointment help you feel that you could better manage your condition or illness? 83% 7% 65% Leaving the outpatients department Mean Rating Score Q41 Q42 Q43 Q45 Q46 Q47 Q48 Did a member of staff explain to you how to take the new medications? Did a member of staff explain the purpose of the new medications in an understandable way? Did a member of staff tell you about medication side effects to watch for? Did staff explain the reason for the change to your medication in an understandable way? Did you receive copies of letters sent between hospital doctors and your family doctor (GP)? Did hospital staff tell you about what danger signals to watch for after you went home? Did hospital staff tell you who to contact if you were worried after you left hospital? 89% 87% 46% 88% 4% 59% 67% Overall impression Mean Rating Score Q49 Q5 Q51 Was the main reason you went to the Outpatients Department dealt with to your satisfaction? Overall, did you feel you were treated with respect and dignity when in the OP Department? Overall, how would you rate the care you received at the OP Department? 87% 93% 83% Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

12 Frequency Tables

13 Frequency Tables Q1 Have you ever visited this Outpatients Department before, for the same condition? 1 Yes %. 2 No % % Q2 From the time you were first told you needed an appointment to the time you went to the Outpatient Department, how long did you wait for your appointment? 1 Up to 1 month 75 39% month to 6 weeks 52 27%.83 3 More than 6 weeks but no more than 3 months 31 16%.67 4 More than 3 months but no more than 5 months 13 7%.5 5 More than 5 months but no more than 12 months 8 4%.33 6 More than 12 months but no more than 18 months 1 1%.17 7 More than 18 months %. 8 I went to Outpatients without an appointment 5 3%. 9 Don't know / Can't remember 7 4% % 82% 18 Q3 Did your symptoms or condition get worse while you were waiting for your appointment? 1 Yes, definitely 22 11%. 2 Yes, to some extent 49 25%.5 3 No % 1. 4 Don't know / Can't remember 8 4% % 75% 185 Q4 In the last 12 months, how many times (including this one) have you visited the Outpatient Department for any condition? 1 This was the only time 82 18%. 2 2 to 3 times 27 46%. 3 4 to 8 times %. 4 More than 8 times 43 9% % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

14 Frequency Tables Q5 Were you given a choice of appointment times? 1 Yes % 1. 2 No, but I didn't need/want a choice %. 3 No, but I would have liked a choice 74 16%. 4 Don't know/can't remember 1 2% % 64% 25 Q6 Was your appointment changed to a later date by the hospital? 1 No 32 71% 1. 2 Yes, once 95 21%.67 3 Yes, 2 or 3 times 31 7%.33 4 Yes, 4 times or more 2 % % 88% 448 Q7 Before your appointment, did you know what would happen to you during the appointment? 1 Yes, definitely % 1. 2 Yes, to some extent %.5 3 No 64 14% % 64% 444 Q8 How long after the stated appointment time did the appointment start? 1 Seen on time or early 9 2% 1. 2 Waited up to 5 minutes 53 12%.83 3 Waited 6-15 minutes 15 23%.67 4 Waited 16-3 minutes 92 2%.5 5 Waited 31-6 minutes 61 13%.33 6 Waited 1-2 hours 31 7%.17 7 Waited more than 2 hours 18 4%. 8 Don't know/can't remember 5 1% % 61% 45 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

15 Frequency Tables Q9 Were you told how long you would have to wait? 1 Yes, but the wait was shorter 11 5% 1. 2 Yes, and I had to wait about as long as I was told 55 27% 1. 3 Yes, but the wait was longer 35 17%.5 4 No, I was not told 99 49%. 5 Don't know/can't remember 4 2%. 24 1% 42% 2 Q1 In your opinion, how clean was the Outpatients Department? 1 Very clean % 1. 2 Fairly clean %.67 3 Not very clean 3 1%.33 4 Not at all clean 1 %. 5 Can't say % % 87% 455 Q11 How clean were the toilets at the Outpatients Department? 1 Very clean % 1. 2 Fairly clean 11 24%.67 3 Not very clean 1 2%.33 4 Not at all clean 2 %. 5 I did not use a toilet % % 85% 38 Q12 Did you have any tests (such as x-rays, scans or blood tests) when you last visited the Outpatients Department? 1 Yes %. 2 No % % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

16 Frequency Tables Q13 Did a member of staff explain why you needed these test(s) in a way you could understand? 1 Yes, completely % 1. 2 Yes, to some extent 38 18%.5 3 No 8 4%. 4 I did not need an explanation 3 14% % 86% 187 Q14 Did a member of staff tell you how you would find out the results of your test(s)? 1 Yes % 1. 2 No 18 8%. 3 Not sure/can't remember 1 5%. 4 I did not need an explanation 27 13% % 9% 177 Q15 Did a member of staff explain the results of the tests in a way you could understand? 1 Yes, definitely % 1. 2 Yes, to some extent 32 15%.5 3 No 12 6%. 4 Not sure/can't remember 7 3%. 5 I was told I would get the results at a later date 4 19%. 6 I was never told the results of the tests 7 3% % 79% 169 Q16 During your outpatient appointment, did you have any treatment for your condition? 1 Yes %. 2 No % % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

17 Frequency Tables Q17 Before the treatment did a member of staff explain what would happen? 1 Yes, completely % 1. 2 Yes, to some extent 23 15%.5 3 No 7 4%. 4 I did not want an explanation 4 3% % 88% 152 Q18 Before the treatment did a member of staff explain any risks and/or benefits in a way you could understand? 1 Yes, completely 13 65% 1. 2 Yes, to some extent 24 15%.5 3 No 2 13%. 4 I did not want an explanation 11 7% % 78% 147 Q19 Was any part of your outpatient appointment with a doctor? 1 Yes %. 2 No 97 22%. 45 1% Q2 Did you have enough time to discuss your health or medical problem with the doctor? 1 Yes, definitely % 1. 2 Yes, to some extent 79 23%.5 3 No 11 3% % 85% 348 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

18 Frequency Tables Q21 Did the doctor seem aware of your medical history? 1 He/she knew enough % 1. 2 He/she knew something but not enough 43 12%.5 3 He/she knew little or nothing 2 6%. 4 Don't know / Can't say 18 5% % 88% 335 Q22 Did the doctor explain the reasons for any treatment or action in a way that you could understand? 1 Yes, completely % 1. 2 Yes, to some extent 61 17%.5 3 No 5 1%. 4 I did not need an explanation 5 1%. 5 No treatment or action was needed 13 4% % 89% 334 Q23 Did the doctor listen to what you had to say? 1 Yes, definitely % 1. 2 Yes, to some extent 6 17%.5 3 No 7 2% % 9% 353 Q24 If you had important questions to ask the doctor, did you get answers that you could understand? 1 Yes, definitely 29 6% 1. 2 Yes, to some extent 86 25%.5 3 No 8 2%. 4 I did not need to ask 48 14%. 5 I did not have an opportunity to ask % % 83% 33 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

19 Frequency Tables Q25 Did you have confidence and trust in the doctor examining and treating you? 1 Yes, definitely % 1. 2 Yes, to some extent 56 16%.5 3 No 8 2% % 9% 349 Q26 Was all or part of your appointment with any member of staff, other than a doctor? 1 Yes 267 6%. 2 No 179 4% % Q27 Who was the main person, other than a doctor, you saw? 1 A nurse %. 2 A physiotherapist 12 5%. 3 A radiographer 33 14%. 4 Someone else 29 12% % Q28 If you had important questions to ask the other healthcare professional did you get answers that you could understand? 1 Yes, definitely % 1. 2 Yes, to some extent 4 15%.5 3 No 5 2%. 4 I did not need to ask 55 2%. 5 I did not have an opportunity to ask 2 1%. 27 1% 87% 215 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

20 Frequency Tables Q29 Did you have confidence and trust in the other healthcare professional? 1 Yes, definitely 2 82% 1. 2 Yes, to some extent 4 16%.5 3 No 5 2% % 9% 245 Q3 Do you see the same doctor or other member of staff whenever you go to the Outpatients Department? 1 This was my first visit 78 17%. 2 Yes, always % 1. 3 Yes, sometimes %.5 4 No, never 6 13%. 5 Don't know/can't remember 14 3%. 45 1% 6% 358 Q31 Did the staff treating and examining you introduce themselves? 1 Yes, all of the staff introduced themselves % 1. 2 Some of the staff introduced themselves 55 17%.5 3 Very few or none of the staff introduced themselves 18 6%. 4 Don't know/can't remember 16 5% % 85% 36 Q32 Did doctors and/or other staff talk in front of you as if you weren't there? 1 Yes, definitely 16 4%. 2 Yes, to some extent 34 8%.5 3 No % % 93% 446 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

21 Frequency Tables Q33 While you were in the Outpatients Department, how much information about your condition or treatment was given to you? 1 Not enough 48 11%.5 2 The right amount % 1. 3 Too much 2 %.5 4 I was not given any information about my treatment or condition 23 5% % 89% 448 Q34 Were you given enough privacy when discussing your condition or treatment? 1 Yes, definitely 42 89% 1. 2 Yes, to some extent 43 1%.5 3 No 6 1% % 94% 451 Q35 Sometimes in a hospital or clinic, a member of staff will say one thing and another will say something quite different. Did this happen to you? 1 Yes, definitely 13 3%. 2 Yes, to some extent 24 5%.5 3 No % % 94% 45 Q36 Were you involved as much as you want to be in decisions about your care and treatment? 1 Yes, definitely % 1. 2 Yes, to some extent 92 2%.5 3 No 31 7% % 83% 452 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

22 Frequency Tables Q37 Was your appointment about a long term condition or illness that you need ongoing care or treatment for? 1 Yes 3 67%. 2 No % % Q38 Did doctors and/or staff ask you what was important to you in managing your condition or illness? 1 Yes, definitely % 1. 2 Yes, to some extent 61 21%.5 3 No, but I would have liked this 35 12%. 4 This was not necessary 78 26% % 7% 217 Q39 Did your appointment help you to feel that you could better manage your condition or illness? 1 Yes, definitely % 1. 2 Yes, to some extent 9 3%.5 3 No 41 14%. 4 This was not necessary 54 18%. 31 1% 65% 247 Q4 Before you left the Outpatients Department, were any new medications prescribed or ordered for you? 1 Yes 16 24%. 2 No 34 76% % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

23 Frequency Tables Q41 Did a member of staff explain to you how to take the new medications? 1 Yes, completely 89 82% 1. 2 Yes, to some extent 8 7%.5 3 No 8 7%. 4 I did not need an explanation 3 3%. 18 1% 89% 15 Q42 Did a member of staff explain the purpose of the medications you were to take at home in a way you could understand? 1 Yes, completely 83 78% 1. 2 Yes, to some extent 13 12%.5 3 No 7 7%. 4 I did not need an explanation 4 4%. 17 1% 87% 13 Q43 Did a member of staff tell you about medication side effects to watch for? 1 Yes, completely 32 31% 1. 2 Yes, to some extent 17 17%.5 3 No 39 38%. 4 I did not need this type of information 15 15%. 13 1% 46% 88 Q44 If you were taking any medication before your outpatient appointment, were any changes made to this medication? 1 Yes 61 14%. 2 No %. 3 I was not taking any medication before my appointment 84 19% % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

24 Frequency Tables Q45 Did a member of staff explain the reason for the change to your medication in a way that you could understand? 1 Yes, definitely 45 73% 1. 2 Yes, to some extent 8 13%.5 3 No 3 5%. 4 I did not need an explanation 6 1%. 62 1% 88% 56 Q46 Did you receive copies of letters sent between hospital doctors and your family doctor (GP)? 1 Yes, as far as I know I received copies of all letters % 1. 2 I received copies of some but not all letters 36 8%.5 3 No, I did not receive copies of any letters 2 46%. 4 I do not know if any letters were sent 71 16%. 5 I asked not to receive copies of letters 4 1% % 4% 364 Q47 Did a member of staff tell you about what danger signals regarding your illness or treatment to watch for after you went home? 1 Yes, completely % 1. 2 Yes, to some extent 63 14%.5 3 No 87 2%. 4 I did not need this type of information % % 59% 288 Q48 Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left hospital? 1 Yes 28 63% 1. 2 No %. 3 Don't know/can't remember 29 7% % 67% 417 Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

25 Frequency Tables Q49 Was the main reason you went to the Outpatients Department dealt with to your satisfaction? 1 Yes, completely % 1. 2 Yes, to some extent 82 18%.5 3 No 17 4%. 45 1% 87% 45 Q5 Overall, did you feel you were treated with respect and dignity while you were at the Outpatients Department? 1 Yes, all of the time 4 89% 1. 2 Yes, some of the time 41 9%.5 3 No 1 2% % 93% 451 Q51 Overall, how would you rate the care you received at the Outpatients Department? 1 Excellent 19 42% 1. 2 Very Good %.8 3 Good 48 11%.6 4 Fair 18 4%.4 5 Poor 4 1%.2 6 Very Poor 5 1% % 83% 451 Q52 Are you male or female? 1 Male %. 2 Female % % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

26 Frequency Tables Q53 How old are you? % % % % % % % % % % Q54a Do you have... deafness or severe hearing impairment? 1 Yes 57 2%. No 225 8% % Q54b Do you have... blindness or partially sighted? 1 Yes 31 11%. No % % Q54c Do you have... a long-standing physical condition? 1 Yes %. No % % Q54d Do you have... a learning disability? 1 Yes 5 2%. No % % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

27 Frequency Tables Q54e Do you have... a mental health condition? 1 Yes 16 6%. No % % Q54f Do you have... a long standing illness, such as cancer, HIV, diabetes, chronic heart disease or epilepsy? 1 Yes %. No % % Q54g I do not have a long-standing condition 1 Yes %. No % % Q55a This condition causes difficulty... with everyday activities that people your age can usually do 1 Yes %. No % % Q55b This condition causes difficulty... at work, in education, or training 1 Yes 45 16%. No % % Q55c This condition causes difficulty... with access to buildings, streets or vehicles 1 Yes 52 19%. No %. 28 1% Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

28 Frequency Tables Q55d This condition causes difficulty... with reading or writing 1 Yes 35 13%. No %. 28 1% Q55e This condition causes difficulty... with people's attitudes to you because of your condition 1 Yes 22 8%. No % % Q55f This condition causes difficulty... with communicating, mixing with others, or socialising 1 Yes 35 13%. No % % Q55g This condition causes difficulty... with any other activity 1 Yes 44 16%. No %. 28 1% Q55h This condition causes no difficulty with any of these 1 Yes %. No % % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

29 Frequency Tables Q56 To which of these ethnic groups would you say you belong? 1 White British 44 96%. 2 White Irish 3 1%. 3 White Other 4 1%. 4 Mixed White and Black Caribbean 1 %. 5 Mixed White and Black African %. 6 Mixed White and Asian %. 7 Mixed any other Mixed background %. 8 Indian %. 9 Pakistani %. 1 Bangladeshi %. 11 Any other Asian background 1 %. 12 Black Caribbean 1 %. 13 Black African %. 14 Any other Black background %. 15 Chinese %. 16 Any other ethnic group %. - Not answered 9 2% % Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

30 Trend Charts

31 Trend Chart Q2 Q3 Q5 Q6 From when you were first told you needed an appointment, how long did you have to wait? ns 24 6ns 29 6ns 211 5ns Did symptoms or condition get worse while you were waiting for your appointment? ns Were you given a choice of appointment times? ns 29 6ns 211 5ns Was your appointment changed to a later date by the hospital? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

32 Trend Chart Q7 Q8 Q9 Q1 Before your appointment, did you know what would happen to you during the appointment? ns 29 6ns 211 5ns How long after the stated appointment time did the appointment start? ns 24 6ns 29 6ns 211 5ns Were you told how long you would have to wait? ns 24 6ns 29 6ns 211 5ns In your opinion, how clean was the Outpatients Department? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

33 Trend Chart Q11 Q13 Q14 Q15 How clean were the toilets at the Outpatients Department? ns 24 6ns 29 6ns 211 5ns Did a member of staff explain why you needed these tests in a way you could understand? ns 24 6ns 29 6ns 211 5ns Did a member of staff tell you how you would find out the test results? ns 24 6ns 29 6ns 211 5ns Did a member of staff explain the test results in a way you could understand? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

34 Trend Chart Q17 Q18 Q2 Q21 Before the treatment did a member of staff explain what would happen? ns 24 6ns 29 6ns 211 5ns Before the treatment, were any risks and/or benefits explained in understandable way? ns 24 6ns 29 6ns 211 5ns Did you have enough time to discuss your health or medical problem with the doctor? ns 24 6ns 29 6ns 211 5ns Did the doctor seem aware of your medical history? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

35 Trend Chart Q22 Q23 Q24 Q25 Did the doctor explain the reasons for any treatment in a way you could understand? ns 24 6ns 29 6ns 211 5ns Did the doctor listen to what you had to say? ns 24 6ns 29 6ns 211 5ns If you had important questions to ask the doctor, did you get answers you could understand? ns 24 6ns 29 6ns 211 5ns Did you have confidence and trust in the doctor? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

36 Trend Chart Q28 Q29 Q3 Q31 Did you get understandable answers from the other healthcare professional to any questions? ns 24 6ns 29 6ns 211 5ns Did you have confidence and trust in the other healthcare professional? ns 24 6ns 29 6ns 211 5ns Do you see same doctor or other member of staff whenever you go to the Outpatients Dept? ns Did the staff treating and examining you introduce themselves? ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

37 Trend Chart Q32 Q33 Q34 Q35 Did doctors and/or other staff talk in front of you as if you weren't there? ns 24 6ns 29 6ns 211 5ns When in the OP Dept. how much information about your condition or treatment were you given? ns 24 6ns 29 6ns 211 5ns Were you given enough privacy when discussing your condition or treatment? ns 29 6ns 211 5ns Did staff contradict each other? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

38 Trend Chart Q36 Q38 Q39 Q41 Were you involved as much as you wanted to be in decisions about your care and treatment? ns 24 6ns 29 6ns 211 5ns Did doctors and/or staff ask you what was important to you in managing your condition? ns Did your appointment help you feel that you could better manage your condition or illness? ns Did a member of staff explain to you how to take the new medications? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

39 Trend Chart Q42 Q43 Q45 Q46 Did a member of staff explain the purpose of the new medications in an understandable way? ns 24 6ns 29 6ns 211 5ns Did a member of staff tell you about medication side effects to watch for? ns 24 6ns 29 6ns 211 5ns Did staff explain the reason for the change to your medication in an understandable way? ns Did you receive copies of letters sent between hospital doctors and your family doctor (GP)? ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

40 Trend Chart Q47 Q48 Q49 Q5 Did hospital staff tell you about what danger signals to watch for after you went home? ns 24 6ns 29 6ns 211 5ns Did hospital staff tell you who to contact if you were worried after you left hospital? ns 24 6ns 29 6ns 211 5ns Was the main reason you went to the Outpatients Department dealt with to your satisfaction? ns 29 6ns 211 5ns Overall, did you feel you were treated with respect and dignity when in the OP Department? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

41 Trend Chart Q51 Overall, how would you rate the care you received at the OP Department? ns 24 6ns 29 6ns 211 5ns Unit: Mid-Cheshire Hospital NHSTrust Survey: Outpatient Date: 211 5ns

42 Questionnaire

43 Outpatients Questionnaire What is the survey about? This survey is about your most recent Outpatients appointment at the NHS hospital named in the letter enclosed with this questionnaire. Who should complete the questionnaire? The questions should be answered by the person named on the front of the envelope. If that person needs help to complete the questionnaire, the answers should be given from his/her point of view not the point of view of the person who is helping. Completing the questionnaire For most questions please tick clearly inside one box using a black or blue pen. For some questions you will be instructed that you may tick more than one box. Sometimes you will find the box you have ticked has an instruction to go to another question. By following the instructions carefully you will miss out questions that do not apply to you. Don t worry if you make a mistake; simply cross out the mistake and put a tick in the correct box. Please do not write your name or address anywhere on the questionnaire. Questions or help? If you have any questions, please call the helpline number given in the letter enclosed with this questionnaire. Taking part in this survey is voluntary. Your answers will be treated in confidence. Please return to: Freepost Plus RRKY-JUBX-JRRR PATIENT PERSPECTIVE Standingford House 26 Cave Street OXFORD OX4 1BA National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 1

44 Please remember, this questionnaire is about your most recent visit to the Outpatient Department BEFORE THE APPOINTMENT 1. Have you ever visited this Outpatients Department before for the same condition? 1 Yes Go to 4 2 No Go to 2 2. From the time you were first told you needed an appointment to the time you went to the Outpatients Department, how long did you wait for your appointment? 1 Up to 1 month 2 1 month to 6 weeks 3 More than 6 weeks but no more than 3 months 4 More than 3 months but no more than 5 months 5 More than 5 months but no more than 12 months 6 More than 12 months but no more than 18 months 7 More than 18 months 8 I went to Outpatients without an appointment 9 Don t know / Can t remember 3. Did your symptoms or condition get worse while you were waiting for your appointment? 1 Yes, definitely 2 Yes, to some extent 3 No 4 Don t know / Can t remember 4. In the last 12 months, how many times (including this one) have you visited the Outpatient Department for any condition? 1 This was the only time 2 2 to 3 times Thinking about your most recent visit to the Outpatient Department 5. Were you given a choice of appointment times? 1 Yes 2 No, but I did not need/want a choice 3 No, but I would have liked a choice 4 Don t know / Can t remember 6. Was your appointment changed to a later date by the hospital? 1 No 2 Yes, once 3 Yes, 2 or 3 times 4 Yes, 4 times or more 7. Before your appointment, did you know what would happen to you during the appointment? 1 Yes, definitely 2 Yes, to some extent 3 No WAITING IN THE HOSPITAL Still thinking about your most recent visit to the Outpatient Department 8. How long after the stated appointment time did the appointment start? 1 Seen on time, or early Go to 1 2 Waited up to 5 minutes Go to 1 3 Waited 6-15 minutes Go to 1 4 Waited 16-3 minutes Go to 9 5 Waited 31-6 minutes Go to 9 6 Waited more than 1 hour but no more than 2 hours Go to 9 7 Waited more than 2 hours Go to 9 8 Don t know / Can t remember Go to to 8 times 4 More than 8 times National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 2

45 9. Were you told how long you would have to wait? 1 Yes, but the wait was shorter 2 Yes, and I had to wait about as long as I was told 3 Yes, but the wait was longer 4 No, I was not told 5 Don t know / Can t remember HOSPITAL ENVIRONMENT AND FACILITIES 1. In your opinion, how clean was the Outpatients Department? 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 5 Can t say 11. How clean were the toilets at the Outpatients Department? 1 Very clean 2 Fairly clean 3 Not very clean 4 Not at all clean 5 I did not use a toilet TESTS AND TREATMENT Tests (e.g. x-rays or scans) 12. Did you have any tests (such as x-rays, scans or blood tests) when you last visited the Outpatients Department? 1 Yes Go to 13 2 No Go to Did a member of staff explain why you needed these test(s) in a way you could understand? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation 14. Did a member of staff tell you how you would find out the results of your test(s)? 1 Yes 2 No 3 Not sure / Can t remember 4 I did not need an explanation 15. Did a member of staff explain the results of the tests in a way you could understand? 1 Yes, definitely 2 Yes, to some extent 3 No 4 Not sure / Can t remember 5 I was told I would get the results at a later date 6 I was never told the results of the tests Treatment By treatment we mean any medical or surgical intervention, procedure or therapy 16. During your outpatient appointment, did you have any treatment for your condition? 1 Yes Go to 17 2 No Go to Before the treatment did a member of staff explain what would happen? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not want an explanation National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 3

46 18. Before the treatment did a member of staff explain any risks and/or benefits in a way you could understand? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not want an explanation SEEING A DOCTOR 19. Was any part of your outpatient appointment with a doctor? 1 Yes Go to 2 2 No Go to Did you have enough time to discuss your health or medical problem with the doctor? 1 Yes, definitely 2 Yes, to some extent 3 No 21. Did the doctor seem aware of your medical history? 1 He/she knew enough 2 He/she knew something but not enough 23. Did the doctor listen to what you had to say? 1 Yes, definitely 2 Yes, to some extent 3 No 24. If you had important questions to ask the doctor, did you get answers that you could understand? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not need to ask 5 I did not have an opportunity to ask 25. Did you have confidence and trust in the doctor examining and treating you? 1 Yes, definitely 2 Yes, to some extent 3 No SEEING ANOTHER PROFESSIONAL 26. Was all or part of your outpatient appointment with any member of staff, other than a doctor? 1 Yes Go to 27 2 No Go to 3 3 He/she knew little or nothing 4 Don t know / Can t say 22. Did the doctor explain the reasons for any treatment or action in a way that you could understand? 1 Yes, completely 2 Yes, to some extent 27. Who was the MAIN person, other than a doctor, you saw? (Tick ONE only) 1 A nurse 2 A physiotherapist 3 A radiographer 4 Someone else (Please write in box) 3 No 4 I did not need an explanation 5 No treatment or action was needed National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 4

47 28. If you had important questions to ask him/her, did you get answers that you could understand? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not need to ask 5 I did not have an opportunity to ask 29. Did you have confidence and trust in him/her? 1 Yes, definitely 2 Yes, to some extent 3 No OVERALL ABOUT THE APPOINTMENT 3. Do you see the same doctor or other member of staff whenever you go to the Outpatients Department? 1 This was my first visit Go to 31 2 Yes, always Go to 32 3 Yes, sometimes Go to 31 4 No, never Go to 31 5 Can t remember Go to Did the staff treating and examining you introduce themselves? 1 Yes, all of the staff introduced themselves 2 Some of the staff introduced themselves 3 Very few or none of the staff introduced themselves 4 Don t know / Can t remember 33. While you were in the Outpatients Department, how much information about your condition or treatment was given to you? 1 Not enough 2 Right amount 3 Too much 4 I was not given any information about my treatment or condition 34. Were you given enough privacy when discussing your condition or treatment? 1 Yes, definitely 2 Yes, to some extent 3 No 35. Sometimes in a hospital or clinic, a member of staff will say one thing and another will say something quite different. Did this happen to you? 1 Yes, definitely 2 Yes, to some extent 3 No 36. Were you involved as much as you wanted to be in decisions about your care and treatment? 1 Yes, definitely 2 Yes, to some extent 3 No 37. Was your appointment about a long term condition or illness that you need ongoing care or treatment for? 1 Yes Go to 38 2 No Go to Did doctors and/or other staff talk in front of you as if you weren t there? 1 Yes, definitely 2 Yes, to some extent 3 No National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 5

48 38. Did doctors and/or staff ask you what was important to you in managing your condition or illness? 1 Yes, definitely 2 Yes, to some extent 3 No, but I would have liked this 4 This was not necessary 43. Did a member of staff tell you about medication side effects to watch for? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need this type of information 39. Did your appointment help you to feel that you could better manage your condition or illness? 1 Yes, definitely 2 Yes, to some extent 3 No 4 This was not necessary LEAVING THE OUTPATIENTS DEPARTMENT Medications (e.g. medicines, tablets, ointments) 4. Before you left the Outpatients Department, were any new medications prescribed or ordered for you? 1 Yes Go to 41 2 No Go to Did a member of staff explain to you how to take the new medications? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation 42. Did a member of staff explain the purpose of the medications you were to take at home in a way you could understand? 44. If you were taking any medication before your outpatient appointment, were any changes made to this medication? 1 Yes Go to 45 2 No Go to 46 3 I was not taking any medication before my appointment Go to Did a member of staff explain the reason for the change to your medication in a way that you could understand? 1 Yes, definitely 2 Yes, to some extent 3 No 4 I did not need an explanation Information 46. Did you receive copies of letters sent between hospital doctors and your family doctor (GP)? 1 Yes, as far as I know I received copies of all letters 2 I received copies of some but not all letters 3 No, I did not receive copies of any letters 4 I do not know if any letters were sent 5 I asked not to receive copies of letters 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need an explanation National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 6

49 47. Did a member of staff tell you about what danger signals regarding your illness or treatment to watch for after you went home? 1 Yes, completely 2 Yes, to some extent 3 No 4 I did not need this type of information 48. Did hospital staff tell you who to contact if you were worried about your condition or treatment after you left hospital? 1 Yes 2 No 3 Don t know / Can t remember OVERALL IMPRESSION 49. Was the main reason you went to the Outpatients Department dealt with to your satisfaction? 1 Yes, completely 2 Yes, to some extent 3 No 5. Overall, did you feel you were treated with respect and dignity while you were at the Outpatients Department? 1 Yes, all of the time 2 Yes, some of the time 3 No 51. Overall, how would you rate the care you received at the Outpatients Department? 1 Excellent 2 Very good 3 Good 4 Fair 5 Poor 6 Very poor YOUR BACKGROUND 52. Are you male or female? 1 Male 2 Female 53. What was your year of birth? (Please write in) e.g Do you have any of the following long-standing conditions? (Tick ALL that apply) 1 Deafness or severe hearing impairment Go to 55 2 Blindness or partially sighted Go to 55 3 A long-standing physical condition Go to 55 4 A learning disability Go to 55 5 A mental health condition Go to 55 6 A long-standing illness, such as cancer, HIV, diabetes, chronic heart disease, or epilepsy Go to 55 7 No, I do not have a long-standing condition Go to Does this condition(s) cause you difficulty with any of the following? (Tick ALL that apply) 1 Everyday activities that people your age can usually do 2 At work, in education, or training 3 Access to buildings, streets or vehicles 4 Reading or writing 5 People s attitudes to you because of your condition 6 Communicating, mixing with others, or socialising 7 Any other activity 8 No difficulty with any of these National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 7

50 56. To which of these ethnic groups would you say you belong? (Tick ONE only) a. WHITE 1 British 2 Irish 3 Any other white background (Please write in box) ANY OTHER COMMENTS If there is anything else you would like to tell us about your experiences in the Outpatients Department, please do so here. Was there anything particularly good about your visit to the Outpatients Department? b. MIXED 4 White and Black Caribbean 5 White and Black African 6 White and Asian 7 Any other mixed background (Please write in box) Was there anything that could have been improved? c. ASIAN OR ASIAN BRITISH 8 Indian 9 Pakistani 1 Bangladeshi 11 Any other Asian background (Please write in box) Any other comments? d. BLACK OR BLACK BRITISH 12 Caribbean 13 African 14 Any other black background (Please write in box) e. CHINESE OR OTHER ETHNIC GROUP 15 Chinese 16 Any other ethnic group (Please write in box) THANK YOU VERY MUCH FOR YOUR HELP Please check that you answered all the questions that apply to you. Please post this questionnaire back in the FREEPOST envelope provided. No stamp is needed National Survey Programme. Outpatients Survey 211_Core Questionnaire_v1. 12/4/211 Page 8