Outpatient Experience Survey 2012

Transcription

1 1 Version 2 Internal Use Only Outpatient Experience Survey 2012 Research conducted by Ipsos MORI on behalf of Great Ormond Street Hospital 16/11/12

2 Table of Contents 2 Introduction Overall findings and key messages Section 1 The overall impression of the visit Section 2 Appointments and information Section 3 Staff, communication, service and trust Section 4 Doctors and nurses care Section 5 General experience of the outpatients department Section 6 Leaving hospital and improvements Appendices

3 3 Introduction

4 Background (1) 4 This is the second outpatient experience survey conducted by the Ipsos MORI Social Research Institute for Great Ormond Street Hospital (GOSH). The 2010 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 feedback from this annual survey ensures that patients views are taken into account by GOSH, and helps the hospital set meaningful targets and priorities for its services and the care it delivers.

5 Background (2) 5 The 2010 outpatient survey demonstrated that GOSH was delivering its outpatient services and patient care to a high standard with 95% patient and parent satisfaction. All but a handful of patients said they were likely to recommend the hospital if a friend or relative needed treatment an indication of how highly patients and parents value GOSH as an institution. Over two in three patients said that nothing could have been improved about their hospital visit a very positive finding. The most stated issue for improvement was the waiting times at the hospital and pharmacy. The 2012 survey continues to track outpatients perceptions of GOSH and its services, and the findings will be benchmarked against the 2010 survey to review the hospital s performance.

6 Aims 6 The 2012 outpatient survey aims to measure and track GOSH s performance in terms of: Outpatients overall perceptions of their visit to the hospital; Satisfaction levels with the appointments process; The quality and effectiveness of staff communications; Aspects of doctors and nurses care; 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 2012 Survey The 2012 survey replicates the approach used in the previous outpatient experience survey. 751 telephone interviews were conducted with either outpatients (aged 10+), or parents of outpatients (all ages) who attended the hospital during the period 1 st June and 31 st July Fieldwork took place between 2 nd - 24 th October A Computer Assisted Telephone Interviewing (CATI) approach was used. In total, 625 parent and 126 patient interviews were conducted. The average length of each interview was 12 minutes survey 750 telephone interviews were conducted with either outpatients (aged 10+), or parents of outpatients (all ages), who attended the hospital during the period 1 st February to 31 st March Fieldwork took place between 27 th May - 20 th June A Computer Assisted Telephone Interviewing (CATI) approach was used. In total, 608 parent and 142 patient interviews were conducted. The average length of each interview was 10 minutes.

8 Sampling 8 This survey was conducted among a sample of GOSH outpatients, rather than the entire patient population, for the period 1st June to 31st July. As such the results are subject to sampling tolerances (see appendices for details). It should also be borne in mind that the sample of outpatients for the 2012 survey was drawn later than the 2010 survey: ; outpatients discharged between 1 st February to 31 st March ; outpatients discharged between 1 st June to 31 st July Also, although fieldwork for the 2012 survey took place after roughly the same time interval as in the 2010 survey, the baseline survey took place in May-June whilst the 2012 survey took place in October.

9 Statistically significant differences 9 Throughout this report, comparisons with findings from the previous survey 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 Patients and their parents again report very high satisfaction with the service provided by GOSH. Overall, 95% are satisfied, in line with the 2010 survey. 11 Whilst still very high, the proportion who say they are likely to recommend the hospital to a friend or relative has fallen two percentage points since 2010, from 98% to 96%. The proportions of patients whose appointments have been cancelled or rearranged, either by themselves or by GOSH, have increased significantly since In addition, parents are less likely than in 2010 to say that they found to process of changing the appointment easy (76% compared to 84%). Across most performance indicators there have been no significant changes, but there has been a decrease in the proportion of parents and patients who feel that they can complain and they will be taken seriously, from 82% in 2010 to 74% in There has also been an increase in the proportion of parents and patients who disagree that the patient was given the opportunity to talk to the doctor on their own (from 18% to 25%).

12 Patients vs. parents 12 As in the 2010 survey, there are some key differences of opinion between patients and the parents of patients. At the overall level, patients are more likely to say: That they were seen at the time given for the appointment (75% compared to 62%). That doctors asked how they were feeling (98% compared to 86%). That doctors were good at dealing with their fears (94% compared to 80%) They are satisfied with the availability of food and drink (83% compared to 70%). They are satisfied with the comfort of the waiting area (85% compared with 93%). In contrast, parents are more likely than patients to say that they are very likely to recommend GOSH.

13 Key messages Sub-group trends patients with disabilities Patients with special needs or disabilities are more likely than those without special needs or disabilities to have cancelled or rearranged their appointment themselves (63% compared to 52%), or to have had their appointment cancelled or rearranged by GOSH (52% compared to 43%). Parents of patients and patients with special needs of disabilities are more likely than average to be dissatisfied with the amount of things to do whilst waiting (16% compared to 12% dissatisfied). Satisfaction with certain aspects of the service varies between patients with special needs or disabilities and the other patients surveyed. The findings suggest that patients and parents of patients with special needs or disabilities are less likely than other patients to: Agree doctors were good at spending enough time with them (92% compared to 97%). Agree staff were good at taking their concerns seriously (90% compared to 95%) Agree staff were good at explaining what would happen in treatment or tests (93% compared to 97%) Agree staff were good at answering questions (94% compared to 98%) 13

14 Suggested improvements and recommendations 14 While results overall are very positive, as was the case in 2010, there are a small number of areas for consideration. These arise either where results are less positive in comparison with other aspects covered in the survey or when compared to 2010, or from parents and patients own suggestions for improvement: Three areas in particular may warrant further attention: Appointments: the results suggest that more appointments are being cancelled or rearranged and that parents are finding it more difficult to rearrange them where necessary. The appointments process also featured amongst the areas for improvements suggested by patients and parents themselves. Complaints: fewer patients and parents feel they could complain and it would be taken seriously. Patients with special needs: there are a number of differences in results for these patients, possibly reflecting their differing needs and expectations. While the majority of this group feels that GOSH understand their needs, one in ten does not.

15 15 Section 1 The overall impression of the visit

16 Satisfaction with visit Q2 Overall, how satisfied or dissatisfied were you with your last visit to Great Ormond Street Hospital? Satisfied (%) Dissatisfied (%) 3 4 Net satisfied (%) Base: All respondents (751); 2 nd -24 th October 2012; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All patients (126); 2 nd -24 th October 2012.

17 Satisfaction with visit Q2 Overall, how satisfied or dissatisfied were you with your last visit to Great Ormond Street Hospital? Satisfied 17 Base: All respondents (751); 2 nd -24 th October Base: All respondents (750); 24 th May 20 th June 2010 )Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October 2012.

18 Reason for dissatisfaction Q3 Why were you dissatisfied? (N) Base: All respondents who were dissatisfied with their last visit to GOSH (27);2 nd -24 th October Base: All respondents who were dissatisfied with their last visit to GOSH (30); 24 th May 20 th June 2010

19 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 19 96% 98% 96% 96% Base: All respondents (751);2 nd -24 th October Base: All respondents (750); 24 th May 20 th June 2010 Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October 2012.

20 Key messages Encouragingly, satisfaction with GOSH has remained consistently high over nine in ten (95%) parents and patients are satisfied: Of these, three in four (75%) are very satisfied ; Unlike in 2010, there is no difference in satisfaction between parents and patients; both groups are equally satisfied. 20 The proportion of patients who are dissatisfied with their visit to GOSH remains very low (3%): Those in the Gastroenterology Clinical Unit are more likely to be dissatisfied than average.* The top three reasons for dissatisfaction are the waiting times for actual appointment, staff inefficiency and inaccurate information regarding appointment. Almost all of the parents and patients at GOSH would recommend the hospital to a friend or relative (96%). This has fallen two percentage points since 2010 (98%). As seen in the 2010 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. * Please treat with caution due to small base sizes

21 Sub-group trends Satisfaction with visit 21 Those who were seen in RLHH are more likely to be satisfied with their last visit to GOSH than those who were seen in the main building (97% satisfied compared to 93%). There is some variation in satisfaction by clinical unit. Those who were seen by Dermatology are more likely than average to be very satisfied (90% compared to 75%) whilst those seen in Gastroenterology are more likely than average to be dissatisfied (12% compared to 4%) Satisfied 97% 98% 96% 90% Base: All respondents (751); 2 nd 24 th October 2012 Base: All respondents (750); 24 th May 20 th June 2010 ). Note: Small base size therefore please treat as indicative

22 22 Section 2 Appointments and information

23 Information about appointment Q5 How did you get told about your appointment at Great Ormond Street Hospital? % 12% 18% 1% - - Base: All respondents (751);2 nd -24 th October Base: All respondents (750); 24 th May 20 th June 2010

24 Satisfaction with visit Q6 How satisfied were you with the information you received from Great Ormond Street Hospital regarding Satisfied 2010 Satisfied 92% 93% 96% 96% 93% 93% Base: All parents of patients (625); 2 nd -24 th October Base: All parents of patients (608); 24 th May 20 th June 2010

25 Cancelled or rearranged appointments (by parent) Yes (%) 50 No (%) Easy (%) Difficult (%) Base: All parents of patients (625); 2 nd -24 th October Base: All parents of patients (608); 24 th May 20 th June 2010 Base: All parents who have ever had to cancel or rearrange an appointment (353); 2 nd -24 th October Base: All parents who have ever had to cancel or rearrange an appointment (307); 24 th May 20 th June 2010

26 Cancelled or rearranged appointments (by GOSH) % 26% 8% 5% 1% 2010 Yes (%) 38 No (%) 61 Base: All parents of patients (625); 2 nd -24 th October Base: All parents of patients (608); 24 th May 20 th June 2010 Base: All parents who have had their child s appointment cancelled or rearranged by GOSH (295); 2 nd -24 th October 2012.Base: All parents who have had their child s appointment cancelled or rearranged by GOSH (234); 24 th May 20 th June %

27 Booking-in process (Overall) Q9 I am going to read out a number of statements about the booking-in process at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each Agree 2010 Agree 93% 95% 91% 90% 64% 67% 46% 42% Base: All respondents (751); 2 nd -24 th October * Base: All respondents who disagree that they were seen at the time given for the appointment (202) 2010 Base: All respondents (750); 24 th May 20 th June * Base: All respondents who disagree that they were seen at the time given for the appointment (203)

28 Booking-in process (Parent) Q9 I am going to read out a number of statements about the booking-in process at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each Agree 2010 Agree 93% 95% 92% 92% 61% 65% 44% 38% Base: All parents (625); 2 nd -24 th October * Base: All respondents who disagree that they were seen at the time given for the appointment (178) 2010 Base: All parents (608); 24 th May 20 th June * Base: All respondents who disagree that they were seen at the time given for the appointment (175)

29 Booking-in process (Patient) Q9 I am going to read out a number of statements about the booking-in process at Great Ormond Street Hospital, and I would like you to tell me whether you agree or disagree with each Agree 2010 Agree 92% 94% 83% 84% 75% 74% 59% 62% Base: All patients(126); 2 nd -24 th October * Base: All respondents who disagree that they were seen at the time given for the appointment (24) (please note small base size) 2010 Base: All patients (142); 24 th May 20 th June * Base: All respondents who disagree that they were seen at the time given for the appointment (28) (please note small base size)

30 Key messages 30 The proportion of parents who have had to cancel or rearrange their appointment has increased significantly since 2010 (from 50% to 56%). In addition, parents are less likely than in 2010 to say that they found the process of changing the appointment easy (76% compared to 84%). Similarly, the proportion of parents who have had an appointment cancelled or rearranged by GOSH has increased significantly since 2010 (from 38% to 47%). Parents are also more likely than in 2010 to have had their appointment rearranged or cancelled three or more times (23% compared to 14%). As in 2010, the vast majority of parents and patients are satisfied with the booking-in process overall (93% satisfied) and agree that booking-in on arrival was quick (91%). The proportion who strongly agree that they were satisfied with the booking-in process has fallen from 78% in 2010 to 72%. Only two in three (64%), however, agree that they were seen at the time given for the appointment and, of those that weren t seen at the given time, fewer than half received a satisfactory explanation.

31 Sub-group trends Information about the appointment 31 Parents of patients aged 0-1 years and 2-5 years are more likely than average to be satisfied with information they received from GOSH regarding where to go for their appointment. Similarly, parents of younger children are more likely to be satisfied with the accuracy of the information provided about the date of the appointment Satisfied 2010 Satisfied 97% 91% 96% 97% 92% 91% 85% 88% 87% 99% 77% 100% Base: All parents (625); 2 nd 24 th October Base: All parents (608); 24 th May 20 th June 2010.

32 Sub-group trends cancelling and rearranging appointments 32 Parents whose children have special needs or disabilities are more likely to have had to cancel or rearrange an appointment (63% compared to 52% of parents of children without special needs or disabilities). Parents whose children have special needs or disabilities are also more likely than average to say that GOSH has cancelled or rearranged an appointment (52% compared to 43%). Base: All parents (625); 2 nd 24 th October 2012

33 Sub-group trends Booking in process 33 Patients are more likely than parents to say that they were seen at the time given for the appointment (75% compared to 62%). Patients who were seen by the Neurology unit are more likely than average to say that they were seen at the time given for their appointment (81% compared to 64%) whilst patients who were seen by the Gastroenterology unit are less likely than average to say this (27% compared to 64%). If seen late, those who were seen in the RLHH are more likely to say they received an adequate explanation than those seen in the main building (56% compared to 39%). Base: All respondents (751); 2 nd 24 th October 2012 Note: Small base size therefore please treat as indicative ).

34 34 Section 3 Staff communication, service and trust

35 Treatment and service (Overall) Q10 I am going to read out a number of statements about visiting Great Ormond Street Hospital and I would like you to tell me whether you agree or disagree with each Strongly agree 90% 91% 80% 81% 77% 76% 67% n/a 33% Base: All respondents (751); 2 nd -24 th October Base: All respondents (750); 24 th May 20 th June 2010

36 Treatment and service (Overall) Q10 I am going to read out a number of statements about visiting Great Ormond Street Hospital and I would like you to tell me whether you agree or disagree with each Agree 2010 Agree 98% 99% 97% 98% 94% 95% 93% 91% 92% 93% 89% 91% 74% 82% 64% n/a 42% 40% Base: All respondents (751); 2 nd -24 th October Base: All respondents (750); 24 th May 20 th June 2010

37 Treatment and service (Parent) Q10 I am going to read out a number of statements about visiting Great Ormond Street Hospital and I would like you to tell me whether you agree or disagree with each Agree 2010 Agree 98% 98% 97% 97% 94% 95% 91% 90% 92% 92% 88% 90% 73% 80% 62% n/a 36% 33% Base: All parents (625); 2 nd -24 th October Base: All parents (608); 24 th May 20 th June 2010

38 Treatment and service (patient) Q10 I am going to read out a number of statements about visiting Great Ormond Street Hospital and I would like you to tell me whether you agree or disagree with each Agree Agree 96% 99% 96% 99% 95% 97% 98% 96% 95% 94% 94% 94% 81% 90% 70% n/a 75% 65% Base: All patients (126); 2 nd -24 th October Base: All patients (142); 24 th May 20 th June 2010

39 Special needs and disabilities 39 Base: All parents of patients (625); 2 nd -24 th October. Base: All parents of patients who have any special needs or disabilities (277); 2 nd -24 th October.

40 Key messages 40 As in 2010, virtually all parents and patients feel that staff at GOSH were polite to them at all times during their visit (98% agreement). Almost nine in ten (87%) strongly agree that this is the case. Parent and patients continue to have high levels of confidence and trust in the health professionals treating them at GOSH: Nine in ten (89%) strongly agree they had confidence in the doctors treating them Eight in ten (81%) strongly agree they had confidence in the nurses treating them Three in four (76%) strongly agree they had confidence in the other staff treating them Two of the statements receiving the lowest agreement relate to complaining and offering feedback: Around three in five (64%) felt that they knew how to complain or offer feedback Three in four (74%) felt that they could complain and it would be taken seriously. This has fallen from 82% in As in 2010, the aspect receiving the lowest ratings was whether the patient was given the opportunity to talk to the doctor on their own. The proportion who disagree with this statement has increased since 2010 (from 18% to 25%).

41 Sub-group trends patient having time on own with doctor 41 Non-white parents and patients are more likely than others to agree that the patient was offered time on their own with the doctor (69% compared with 42%). As would be expected, older patients, particularly those aged and 16+ years are more likely to have been offered time on their own with the doctor. Patients were far more likely that parents to say that they had been offered time on their own with the doctor (75% compared to 36%), though this is likely to be a function of age. Base: All respondents (751); 2 nd 24 th October 2012).

42 Sub-group trends complaining and offering feedback 42 Parents and patients who were seen by the RLHH are more likely to disagree that knew how to complain or offer feedback than those seen in the main building. Patients are more likely than average to feel that they could complain and would be taken seriously. Base: All respondents (751); 2 nd 24 th October 2012

43 43 Section 4 Doctors and nurses care

44 Communication and service Q11 Last time you saw a doctor or nurse how good were they at...? % 77% 75% 75% 76% 75% 75% 71% 70% 65% 68% Base: All respondents (751); 2 nd -24 th October 2012 * Base: All parents (625). Base: All respondents (750); 24 th May 20 th June 2010 * Base: All parents (608)

45 Communication and service (overall) Q11 Last time you saw a doctor or nurse how good were they at...? Good 2010 Good 96% 96% 96% 97% 95% 95% 95% 96% 94% 94% 94% 94% 94% 95% 93% 96% 92% 94% 88% 90% 82% 93% Base: All respondents (751); 2 nd -24 th October 2012 * Base: All parents (625). Base: All respondents (750); 24 th May 20 th June 2010 * Base: All parents (608)

46 Communication and service (parents) Q11 Last time you saw a doctor or nurse how good were they at...? 2012 Good Good 96% 96% 96% 97% 95% 96% 96% 95% 95% 93% 93% 94% 95% 96% 93% 96% 92% 94% 86% 88% 80% 93% Base: All parents (625); 2 nd -24 th October Base: All parents(608); 24 th May 20 th June 2010

47 Communication and service (patients) Q11 Last time you saw a doctor or nurse how good were they at...? Good 2010 Good 96% 97% 96% 96% 94% 95% 93% 96% 95% 95% 97% 94% 93% 93% 96% 94% 97% 96% 94% 94% Base: All patients (126); 2 nd -24 th October Base: All patients (142); 24 th May 20 th June 2010

48 Key messages 48 Overall, the vast majority of patients and parents agree doctors and nurses are good across each of the communication and service indicators. In line with the 2010 findings, almost four in five parents and patients say that doctors and nurses are very good at giving the parent and child the opportunity to ask questions and. answering those questions (both 78%). This falls to two in three (64%) patients and parents for asking how the parent and child were feeling. Again, this remains unchanged since the 2010 survey. Patients are significantly more likely than parents to feel that doctors asked how they were feeling (98% compared to 86%). Across all the indicators, patients and parents are least positive about doctors and nurses abilities to deal with the patient s fears (82% say they are good). Again, patients are significantly more likely than parents to feel that doctors were good at dealing with their fears (94% compared with 80%)

49 49 Section 5 General experience in the outpatients department

50 Satisfaction with entertainment 50 Q13 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? PARENT WORDING: The amount of things for your child to do while waiting CHILD WORDING: The amount of things for you to do whilst waiting % Satisfied Base: All respondents (751); 2 nd -24 th October; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October.

51 Satisfaction with cleanliness 51 Q13 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? The cleanliness of the hospital % Satisfied Base: All respondents (751); 2 nd -24 th October; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October.

52 Satisfaction with temperature 52 Q13 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? The temperature in the hospital % Satisfied Base: All respondents (751); 2 nd -24 th October; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October.

53 Satisfaction with waiting area 53 Q13 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? The comfort in the waiting area % Satisfied Base: All respondents (751); 2 nd -24 th October; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October.

54 Satisfaction with availability of food and drink 54 Q13 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? The availability of food and drink % Satisfied Base: All respondents (751);2 nd -24 th October; 2010 base (750). Base: All parents of patients (625); 2 nd -24 th October Base: All child patients (126); 2 nd -24 th October.

55 Key messages Three in four (77%) are satisfied with the amount of things for patients to do whilst waiting to be seen. Just under half (48%) are very satisfied. These results are very much in line with the findings from the 2010 survey. 55 Almost three in four (72%) are very satisfied with the cleanliness of the hospital. This has remained consistent since In the few cases where there is dissatisfaction with cleanliness, it is among parents. No patients reported being dissatisfied with the cleanliness of the hospital. Approaching nine in ten (86%) are satisfied with the comfort of the waiting area. Parents are less likely to be satisfied than patients (85% compared with 93% satisfied). The availability of food and drink is the aspect of the environment in which GOSH performs least well. Just less than three in four (73%) are satisfied although satisfaction much higher among patients (83%) than parents (70%).

56 Sub-group trends activities 56 Parents of patients and patients with special needs of disabilities are more likely than others to be dissatisfied with the amount of things to do whilst waiting (16% compared to 9% dissatisfied). Dissatisfaction with the amount of activities to do whilst waiting increases with the patient s age , and 16+ year olds are significantly more likely than average to be dissatisfied. Base: All respondents (751); 2 nd 24 th October 2012 ).

57 Sub-group trends cleanliness 57 During your time at Great Ormond Street Hospital, how satisfied or dissatisfied were you with each of the following? The cleanliness of the hospital Parents and patients who visited RLHH are more likely to be satisfied with the cleanliness of the hospital than those who visited the main building (98% compared to 94% satisfied). Base: All parents and patients (751); 2 nd 24 th October 2012

58 58 Section 6 Leaving hospital

59 Leaving hospital Q14 I am going to read out a number of statements about the time when you/your child left the hospital, and I would like you to tell me whether you agree or disagree with each Base: % 71% 76% 76% 75% 72% Base: All respondents (751); 2 nd -24 th October; 2010 base (750). * Base: All parents of patients (625); 2 nd -24 th October 2012.

60 Leaving hospital (overall) Q14 I am going to read out a number of statements about the time when you/ your child left the hospital, and I would like you to tell me whether you agree or disagree with each Agree Agree 95% 94% 91% 92% 90% 90% 87% 87% 83% 84% 83% 80% Base: All respondents (751); 2 nd -24 th October; 2010 base (750). * Base: All parents of patients (625); 2 nd -24 th October 2012.

61 Receiving health advice 61 Base: All parents of patients (625); 2 nd -24 th October Base: All parents who are happy to receive advice on leading a healthier lifestyle (318); 2 nd -24 th October 2012.

62 Top 10 suggested improvements Q15 PARENT WORDING: Was there anything that could have been improved about you and your child s hospital visit? CHILD WORDING: Was there anything that could have been improved about your hospital visit? % 5% 4% 4% 5% 3% 3% 3% 2% Base: All respondents (751); 2 nd -24 th October 2012; 2010 base (750).; all responses over 2%

63 Sub-group trends receiving health advice 63 Non-white parents are more likely than white parents to say that they would be happy to receive advice on how they could lead a healthier lifestyle. Non-white parents are more likely than others to say that they would like to receive advice on improving their diet (68% compared to 59%) and doing more exercise (68% compared to 52%). Base: All parents (625); 2 nd 24 th October 2012

64 Key messages 64 As was the case in 2010, more than eight in ten parents strongly agree that they were confident about how to care for their child once at home. As was also the case in 2010, three in four parents strongly agreed that: They knew who to contact if they had any questions (73%) They had enough information about how and when to book the next appointment (74%) There has been an increase in the proportion of patients who strongly agree that they received a copy of the letter sent to their child s GP following their clinical appointment (from 71% to 76%). Around half of patients (51%) would be happy to receive lifestyle advice at their outpatient appointment. The majority of these patients would like to receive advice on improving their diet (59%) and doing more exercise (52%). The three most common improvements suggested by parents and patients for GOSH relate to: Shorter waiting times in the hospital and the pharmacy (15%) Improved appointment process (7%) Better entertainment to appeal to a wider range of patients (6%)

65 65 Appendices

66 Technical note 66 Ipsos MORI conducted 751 interviews; 625 with parents of outpatients and 126 with outpatients (aged 10+) of Great Ormond Street Hospital (GOSH). Interviews took place using CATI technology (Computer Assisted Telephone Interviewing) during the period 2 nd to 24 th October Quotas were set to ensure the results represent the known demographic profile of GOSH outpatients at the time of treatment (1 st June 31 st July 2012) patient s age, gender and ethnicity. Quotas have also been applied to ensure the sample is representative of the known clinical unit of GOSH patients. Base: All respondents 2012 (751), and all respondents 2010 (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.

67 Sample composition 67 Ethnicity % White 46 Non-white 29 Not stated 24 Sex % Male 55 Female 45 Age within gender % Male Female Male Female Male Female Clinical unit % Cardiology 10 Dental and Maxillofacial Surgery Dermatology 4 Endocrinology 4 Gastroenterology 4 Nephrology 5 Neurology 6 Opthalmology 9 Orthopaedic surgery 4 Rheumatology 5 Urology 5 Other 39 5 Type of interview % Parent 57 Child 86 Age of patient %

68 Statistical reliability 68 Because a sample, rather than the entire GOSH outpatient population 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 sample of 750 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 (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 * This survey used a quota sampling approach. Strictly speaking the tolerances applied here apply only to random samples with an equivalent design effect. In practice, good quality quota sampling has been found to be as accurate.

69 Statistical reliability 69 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 751 (Outpatient survey 2012) vs. 750 (Outpatient survey 2010) 75 (Cardiology unit patients) and 68 (Opthalmology unit patients) 411 (Male patients) vs. 340 (Female patients) Approximate sampling tolerances applicable to percentages at or near these levels 10% or 90% + 30% or 70% + 50%

70 70 Version 2 Internal Use Only For further information contact Sylvie.Hobden@ipsos.com Anna.Quigley@ipsos.com /11/12 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