Results for August, Official Statistics
Contents Page Introduction 3 Notes on interpretation 4 Board summary 6 Chapter 1: Rated results 8 Chapter 2: Comparison with previous surveys 30 Chapter 3: Variation in NHS Board results across 38 Chapter 4: Demographic questions 51 Part of the Scottish Care Experience Survey Programme Page 2
Introduction This report gives a summary of the results of the for. Survey questionnaires were sent out in January to 384 people who stayed overnight in an hospital between 1st April and 30th September 2015. The survey asked questions about people s experiences of admission, the hospital ward and environment, care and treatment, operations and procedures, staff, leaving hospital, care after leaving hospital and medicines. You can find a copy of the survey at: http://www.careexperience.scot.nhs.uk/results.html 165 patients returned feedback on their experiences. Of those patients willing to provide information about themselves: 4% were aged 16-34; 14% were aged 35-49; 25% were aged 50-64; and 57% were aged 65 and over. 40% did not have any limiting illness or disability. 39% were male and 61% were female. The survey was commissioned by the Scottish Government as part of the Scottish Care Experience Survey Programme, which aims to use the public's experiences of health and care services to improve those services. The survey was managed by the Scottish Government in partnership with ISD (part of NHS National Services ). The survey fieldwork was carried out by Quality Health Ltd. The results of the survey will be used by and the Scottish Government to improve the quality of healthcare in by focusing on the areas that patients tell us are important to them and where they consider improvements could be made. To find out more about what is doing to make improvements please contact:, 37 South Beach Street Stornoway Isle of Lewis, HS1 2BB 01851 708041 denise.symington@nhs.net Part of the Scottish Care Experience Survey Programme Page 3
Notes of interpretation Chapter 1- Rated Results Number of responses - the number of patients within this NHS Board who provided a valid response to this question. Note that patients who indicated that a question was not relevant, or who did not know the answer, are not included in the results. Response - the percentage of positive, neutral and negative responses received for this question within this NHS Board. For example when asked if they were happy with the food and drink they received, the percentage positive refers to patients who strongly agreed or agreed. Where patients said they disagreed or strongly disagreed these responses have been counted as negative. Where patients neither agreed nor disagreed their responses have been counted as neutral. The coloured bars illustrate the percentage positive as green (darker green being very positive and lighter green being positive), and the percentage negative as red. Where answers were neither positive nor negative (neutral) the percentage is shown in yellow. Note that results have been rounded to the nearest whole percentage and this occasionally results in the sum of positive, neutral and negative percentages not adding up to exactly 100%; this is not an error. % Positive - the percent positive result; the total percentage of patients who responded positively (very positive + positive) to this question within this NHS Board. Change since - the change in the percent positive result within this NHS Board since the 2014 survey (for example, +2 means that the result in is two percentage points higher than in 2014). Difference from - the difference between this NHS Board's percent positive result and the equivalent result for NHS in (for example, -2 means that the result for this NHS Board in is two percentage points lower than for as a whole). Trend - the direction of change in the percent positive result within this NHS Board since the 2011 survey, illustrated by a coloured arrow. The change between 2011 and 2012, 2012 and 2014, and 2014 and is shown. Indicates a decrease in the percent positive result (a drop of at least 1 percentage point between the two integer (whole number) values). Indicates an increase in the percent positive result (an increase of at least 1 percentage point between the two integer (whole number) values). Indicates little or no change in the percent positive result (a difference of 0 between the two integer (whole number) values). Part of the Scottish Care Experience Survey Programme Page 4
Notes of interpretation (cont.) Chapter 2 - Comparison 2010 - NHS Board percent positive result for 2010. 2011 - NHS Board percent positive result for 2011. 2012 - NHS Board percent positive result for 2012. 2014 - NHS Board percent positive result for 2014. - NHS Board percent positive result for. - NHS percent positive result for. Chapter 3 - Variation Range of percent positive results across all NHS Boards in - ranges from lowest NHS Board result to highest NHS Board result. This NHS Board's percent positive result. NHS percent positive result. Chapter 4 - Demographic Questions All Chapters N 2012 - Percentage of NHS Board respondents selecting this response option in 2012. 2014 - Percentage of NHS Board respondents selecting this response option in 2014. - Percentage of NHS Board respondents selecting this response option in. - Percentage of NHS respondents selecting this response option in. Indicates a new question in the survey. C Indicates a change in the question wording since 2014. P R Indicates that the question wording has been rephrased from a negative to a positive statement within this report (applies to questions 14c, 14d, 14h, 41c, 42c and 62). The reporting of this question has changed from the previous (2014) survey. - Indicates that direct comparison with previous surveys was not possible. S Indicates a statistically significant change / difference in the percent positive result. NT Indicates that a significance test was not carried out because fewer than five respondents within this NHS Board selected a positive response or a negative / neutral response. - - Indicates that a result has been suppressed due to the low number of valid responses to the question (less than 20). All results are weighted by the population of patients eligible to be randomly sampled for the survey. Weighting results in this way provides results which are more representative of the population. Part of the Scottish Care Experience Survey Programme Page 5
Board summary In 165 people responded to the survey (42% response rate) from 3 hospitals. This included 1 general hospital. In comparison with the survey conducted in 2014, patients were significantly more likely to report a positive experience in the following areas: Patients felt that the people that matter to them were involved in decisions about their care and treatment (80%; +15%). Nurses did not talk in front of patients as if they were not there (94%; +8%). Patients knew which nurse was in charge of their care (73%; +12%). How patients felt about the overall length of time they were in hospital (96%; +5%). In comparison with the survey conducted in 2014, patients were not significantly less likely to report a positive experience in any of the areas covered by the questionnaire. Compared to this year s results for, patients were significantly more likely to report a positive experience in the following areas: In A&E patients were told how long they would have to wait to see a doctor / nurse (75%; +31%). In A&E patients were kept informed about what was happening after seeing a doctor / nurse (84%; +23%). In A&E patients' conditions were explained to them in a way they could understand (86%; +18%). Overall rating of hospital admission process (96%; +14%). The bathrooms and toilets were clean (96%; +4%). Patients were not bothered by noise at night from other patients (71%; +16%). Patients were not bothered by noise at night from hospital staff (85%; +16%). Patients were happy with the food / meals they received (91%; +23%). Patients were happy with the drinks they received (92%; +8%). When patients called they received assistance within a reasonable time (95%; +8%). Patients knew which nurse was in charge of the ward (59%; +16%). Patients had enough time with the people that matter to them (94%; +10%). Patients had enough privacy when their condition and treatment were discussed (96%; +8%). Patients got enough help with washing and dressing when they needed it (94%; +7%). Patients got enough help with eating and drinking when they needed it (94%; +10%). Patients got enough help with going to the bathroom or toilet when they needed it (93%; +6%). Patients were kept as physically comfortable as they could expect to be (96%; +4%). Patients were involved as much as they wanted in decisions about their care and treatment (79%; +17%). Part of the Scottish Care Experience Survey Programme Page 6
Board summary (cont.) Patients felt that the people that matter to them were involved in decisions about their care and treatment (80%; +23%). Staff took adequate care when carrying out physical procedures (87%; +6%). Beforehand, patients were told how they may feel after the operation or procedure (79%; +15%). Beforehand, patients' questions were answered in a way they could understand (89%; +13%). Doctors did not talk in front of patients as if they were not there (87%; +7%). Doctors washed / cleaned their hands at appropriate times (96%; +5%). Nurses knew enough about patients' condition and treatment (94%; +7%). Nurses discussed patients' condition and treatment with them in a way they could understand (95%; +11%). Nurses did not talk in front of patients as if they were not there (94%; +11%). Nurses listened to patients if they had any questions or concerns (96%; +6%). Patients had confidence and trust in the nurses treating them (97%; +6%). Patients knew which nurse was in charge of their care (73%; +25%). Patients felt there were enough nurses on duty (82%; +19%). Staff worked well together in organising patients' care (88%; +14%). Staff took account of what matters to patients (82%; +17%). Patients felt they got enough emotional support from staff (86%; +17%). Staff treated patients with compassion and understanding (89%; +14%). How patients felt about the overall length of time they were in hospital (96%; +7%). Prior to leaving hospital, patients felt confident that any help they needed had been arranged (83%; +12%). Patients were involved in decisions about leaving hospital (86%; +10%). Patients' family or home situation was taken into account when planning discharge from hospital (91%; +8%). Patients knew who to contact if they had any questions after leaving hospital (87%; +7%). Patients were told about any danger signs to watch for when they left hospital (85%; +13%). Patients didn t have to wait too long to get their medicines (93%; +24%). Patients understood the possible side effects of their medicines (88%; +9%). Overall rating of arrangements for leaving hospital (91%; +13%). Compared to this year s results for, patients were not significantly less likely to report a positive experience in any areas covered by the questionnaire. Part of the Scottish Care Experience Survey Programme Page 7
Chapter 1. Rated results The tables and charts below show how positively or negatively patients treated within this NHS Board responded to questions within the survey. For each question, the percentages of positive, neutral and negative responses are shown along with the total percentage of positive responses. The change in the percent positive result since the 2014 survey and comparison to the result are also shown. Additionally, the trend in the percent positive result within this NHS Board since 2011 is presented. Patients were asked to rate their overall care on a scale between 0 (Very poor) and 10 (Very good). Ratings of 7-10 have been categorised as positive; ratings of 4-6 have been categorised as neutral / mixed; ratings of 0-3 have been categorised as negative. Number of Repsonses Response (%) Positive Neutral Negative % Positive Difference from 66. Overall, how would you rate your care? 158 92 5 92 +8 S Part of the Scottish Care Experience Survey Programme Page 8
Chapter 1. Rated results A full breakdown showing the percentage of respondents who selected each rating within this Board is shown below along with the difference from the NHS result. The median rating given by respondents treated within this Board is denoted by the blue dot ( ). Rating Very good - 10 9 8 7 6 5 4 3 2 1 Very poor - 0 2% 1% 1% 1% 0.7% 0.7% 0.0% 7% 10% 19% 57% Difference from NHS +27-2 -13-3 -2-5 -1 0 0 0-1 Difference between NHS Board Median and NHS Median: +1.0 Part of the Scottish Care Experience Survey Programme Page 9
1.1 Admission to hospital: your most recent hospital stay 1. Was your most recent hospital stay planned in advance or an emergency? Question asked of all patients (responses = 162) 2012 2014 Emergency or urgent - 63 57 60 Waiting list or planned in advance - 33 38 36 Something else - 4 5 4 2. When you arrived at hospital did you go to the Accident and Emergency Department (A&E)? Question asked of all patients whose hospital visit was an emergency or urgent (responses = 109) 2012 2014 Yes 82 69 62 69 No 14 28 35 28 Don't know 4 3 3 3 Part of the Scottish Care Experience Survey Programme Page 10
1.1 Admission to hospital: your most recent hospital stay (cont.) Question 3. 4. 5. 6. 7. In A&E patients were told how long they would have to wait to see a doctor / nurse. How patients felt about the time waiting to be seen by a nurse or doctor in A&E. In A&E, patients were kept informed about what was happening after seeing a doctor / nurse. In A&E patients' conditions were explained to them in a way they could understand. In A&E patients had enough privacy when being examined or treated. Number of responses Very Positive Response (%) Positive Neutral Negative 56 75 25 75 +7 ### +31 S - - 59 100 100 +6 NT +15 NT - - 59 84 16 84 +4 ### +23 S - - 60 86 14 86 +6 ### +18 S - - % Positive Change from 2014 Difference from 2011-2012 Trend 60 100 100 0 NT +2 NT - - 2012-2014 2014-8. In A&E patients felt safe. 59 100 100 +2 NT +12 NT - - 9. 10. 11. 12. Overall rating of any care and treatment received in A&E. How patients felt about the time they waited to be admitted to hospital after they were referred. Information received before attending hospital helped patients understand what would happen. How patients felt about the time they waited to get to a ward. 61 81 15 3 97-2 NT +9 NT 48 100 100 +2 NT +15 NT 50 85 13 98 +2 NT +2 NT 159 55 42 97 +4 NT +11 NT 13. Overall rating of hospital admission process. 157 73 22 4 96 0 ### +14 S Part of the Scottish Care Experience Survey Programme Page 11
1.2 The hospital and ward: your most recent hospital stay Question 14a. The main ward or room patients stayed in was clean. Number of responses Very Positive Response (%) Positive Neutral Negative 165 78 21 99 +1 NT +3 NT % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-14b. The bathrooms and toilets were clean. 161 75 21 96-1 ### +4 S 14c. 14d. 14e. Patients were not bothered by noise at night from other patients. P 148 36 34 7 22 71 0 ### +16 S - - Patients were not bothered by noise at night from P 152 48 36 6 9 85 +6 ### +16 S - - hospital staff. Patients were happy with the food / meals they received. 159 58 33 7 91 +2 ### +23 S - - 14f. Patients were happy with the drinks they received. 159 57 35 5 92-2 ### +8 S - - 14g. 14h. When patients called they received assistance within a reasonable time. 150 63 32 95-1 ### +8 S Patients did not feel threatened by other patients / visitors. C P 148 72 22 5 93 - ### +4 ### - - - 14i. The equipment used for my treatment was clean. N 161 74 24 98 - ### +3 NT - - - 15. 16. Patients knew which nurse was in charge of the ward. Hand-wash gels were available for patients and visitors to use. 164 59 23 18 59 +5 ### +16 S - - 154 97 3 97 0 ### +3 ### - - Part of the Scottish Care Experience Survey Programme Page 12
1.2 The hospital and ward: your most recent hospital stay (cont.) 17. During your most recent stay in hospital did you have a single room at any time? Question asked of all patients (responses = 163) 2012 2014 Yes, and I was happy - 42 45 37 Yes, but I would have preferred to be with other patients - 2 2 4 No, but I would have preferred to be in a single room - 10 10 15 No, and I was happy - 47 43 45 Question Number of responses Very Positive Response (%) Positive Neutral Negative % Positive 201 16 Change from 2014 Difference from Trend 2011-2012 2012-2014 2014-18. Patients were happy with the visiting hours. 159 99 99 +3 NT +2 NT - - 19. Patients had enough time with the people that matter to them. 161 94 5 94 +5 ### +10 S - - 20. Overall rating of hospital / ward environment. 163 80 18 98 +1 NT +9 NT Part of the Scottish Care Experience Survey Programme Page 13
1.3 Care and treatment: your most recent hospital stay Question 21a. 21b. 21c. 21d. 21e. 21f. 21g. 22. 23. 24. Patients were able to get adequate pain relief when they needed it. Patients had enough privacy when being examined or treated. Patients had enough privacy when their condition and treatment were discussed. Patients got enough help with washing and dressing when they needed it. Patients got enough help with eating and drinking when they needed it. Patients got enough help with going to the bathroom or toilet when they needed it. Patients were kept as physically comfortable as they could expect to be. Patients were involved as much as they wanted in decisions about their care and treatment. Patients felt people that matter to them were involved in decisions about their care / treatment. Staff took adequate care when carrying out physical procedures. Number of responses Very Positive Response (%) Positive Neutral Negative 139 68 30 98 0 NT +7 NT 161 69 29 98 +2 NT +4 NT 161 62 33 96 +4 ### +8 S 131 62 32 3 94-2 ### +7 S % Positive Change from 2014 Difference from 2011-2012 Trend 88 47 47 5 94 0 ### +10 S 122 62 31 4 93-4 ### +6 S 160 69 28 4 96-3 ### +4 S - - 155 79 17 4 79 +9 ### +17 S - - 110 80 16 4 80 +15 S +23 S - - 161 87 12 87-4 ### +6 S - - 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 14
1.3 Care and treatment: your most recent hospital stay (cont.) 25. While you were in hospital, did your condition get worse at any time? Question asked of all patients (responses = 163) 2012 2014 No - 79 77 74 Yes, and staff responded quickly - 19 22 20 Yes, and staff did not respond quickly - 1 1 3 Don't know / can't remember - 1 1 3 26. During your stay in hospital, if you had a drip or needle in a vein to give you medicines or fluids, did any of the following occur? (This is a "tick all that apply" question therefore percentages may not add up to 100.) Question asked of all patients who did not specifically indicate that they did not have a drip (responses = 107) 2012 2014 I did have a drip and had no concerns N - - 92 79 I did not feel it was checked regularly enough - - 3 7 I did not feel it was changed when required - - 0 4 I did not feel it was removed quickly enough - - 2 5 Don t know / can t remember - - 3 9 Part of the Scottish Care Experience Survey Programme Page 15
1.3 Care and treatment: your most recent hospital stay (cont.) 27. Did you experience any of the following problems during, or because of, your hospital stay? (This is a "tick all that apply" question therefore percentages may not add up to 100.) Question asked of all patients (responses = 165) 2012 2014 Infection (e.g. urinary tract infection, surgical wound infection, MRSA, CDiff, etc.) - 7 5 7 Blood poisoning / sepsis - 0 1 1 Blood clot (e.g. Deep Vein Thrombosis [DVT], embolism) - 0 1 1 Bed sore (pressure sore) - 1 0 2 Injury from falling over - 1 2 1 Bad reaction to medication - 4 1 4 Complication from surgery - 2 2 3 Any other problems - 3 2 4 None - 81 83 77 Part of the Scottish Care Experience Survey Programme Page 16
1.3 Care and treatment: your most recent hospital stay (cont.) 28. During your most recent hospital stay, did any of the following events occur? (This is a "tick all that apply" question therefore percentages may not add up to 100.) Question asked of all patients (responses = 165) 2012 2014 Incorrect diagnosis - 1 3 2 Wrong treatment - 1 2 1 Incorrect medicines - 1 2 2 Incorrect doses of medicines - 1 3 1 Delayed or incorrect test results - 1 1 3 None - 88 87 85 Question 29. 30. A member of staff discussed any clinical errors with patients. Patients were satisfied with how these clinical errors were dealt with. Number of responses Very Positive Response (%) Positive Neutral Negative - - - - - - ### - - ### - - - - - - - - - - - - ### - - ### - - - - - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 17
1.3 Care and treatment: your most recent hospital stay (cont.) 31. When you were in hospital, did you move wards? Question asked of all patients (responses = 162) 2012 2014 Yes - 30 22 36 No - 69 78 62 Don't know / can't remember - 1 0 2 32. What time did you move wards? (This is a "tick all that apply" question therefore percentages may not add up to 100.) Question asked of all patients who moved wards (responses = 31) 2012 2014 Morning / afternoon - 76 51 52 Evening (6pm to 10pm) - 16 32 29 Middle of the night (10pm onwards) - 0 7 16 Don't know / can't remember - 12 10 14 Part of the Scottish Care Experience Survey Programme Page 18
1.3 Care and treatment: your most recent hospital stay (cont.) Question Number of responses Very Positive Response (%) Positive Neutral Negative % Positive Change from 2014 Difference from Trend 2011-2012 2012-2014 2014-33. Moving between wards was well managed. 31 94 6 94 +3 NT +24 NT - - 34. Overall rating of care and treatment during hospital stay. 163 79 18 97 +1 NT +7 NT 1.4 Operations and procedures: your most recent hospital stay 35. During your most recent hospital stay, did you have an operation or procedure? Question asked of all patients (responses = 161) 2012 2014 Yes - 56 51 54 No - 44 49 46 Part of the Scottish Care Experience Survey Programme Page 19
1.4 Operations and procedures: your most recent hospital stay (cont.) Question 36. 37. 38. 39. 40. Beforehand, a member of staff explained the risks and benefits of operation / procedure. Beforehand, a member of staff explained what would be done during the operation or procedure. Beforehand, patients were told how they may feel after the operation or procedure. Beforehand, patients' questions were answered in a way they could understand. Patients understood the explanations on how the operation or procedure had gone. Number of responses Very Positive Response (%) Positive Neutral Negative 68 96 4 96 +10 NT +15 NT - - 68 84 15 84 +1 ### +6 ### - - 69 79 18 4 79 +11 ### +15 S - - 70 89 11 89 +10 ### +13 S - - % Positive Change from 2014 Difference from 2011-2012 Trend 69 81 15 4 81 0 ### +8 ### - - 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 20
1.5 Staff: your most recent hospital stay Question 41a. 41b. 41c. 41d. 41e. 41f. 42a. 42b. 42c. 42d. 42e. Doctors knew enough about patients' condition and treatment. Doctors discussed patients' condition and treatment with them in a way they could understand. Doctors did not talk in front of patients as if they Response (%) 163 68 22 5 5 90-3 ### 0 ### 160 65 28 5 93 0 ### +3 ### were not there. P 147 51 36 5 8 87 +8 ### +7 S Doctors listened to patients if they had any questions or concerns. Doctors washed / cleaned their hands at appropriate times. Patients had confidence and trust in the doctors treating them. Nurses knew enough about patients' condition and treatment. Nurses discussed patients' condition / treatment with them in a way they could understand. Nurses did not talk in front of patients as if they Number of responses Very Positive Positive Neutral Negative 151 55 35 6 4 91 +3 ### +2 ### % Positive Change from 2014 Difference from 2011-2012 Trend 145 60 36 96 +2 ### +5 S 162 71 22 6 92-1 ### 0 ### - - 162 69 25 4 94 0 ### +7 S 162 64 30 4 95 +1 ### +11 S were not there. P 144 59 36 4 94 +8 S +11 S Nurses listened to patients if they had any questions or concerns. Nurses washed / cleaned their hands at appropriate times. 159 66 30 96 0 ### +6 S 148 68 31 99 +1 NT +6 NT 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 21
1.5 Staff: your most recent hospital stay (cont.) Question 42f. 43. Patients had confidence and trust in the nurses treating them. Patients knew which nurse was in charge of their care. Number of responses Very Positive Response (%) Positive Neutral Negative 154 74 22 97 +1 ### +6 S - - 162 73 15 12 73 +12 S +25 S - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-44. Patients felt there were enough nurses on duty. 160 82 13 5 82 +3 ### +19 S - - 45. Staff worked well together in organising patients' care. 163 88 11 88 +3 ### +14 S - - 46. Staff took account of what matters to patients. 161 82 18 82 +1 ### +17 S - - 47. 48. 49. Patients felt they got enough emotional support from staff. Staff treated patients with compassion and understanding. Overall rating of all staff patients came into contact with. 158 86 12 86 +3 ### +17 S - - 162 89 10 89 0 ### +14 S - - 163 84 14 98 +1 NT +7 NT Part of the Scottish Care Experience Survey Programme Page 22
1.6 Leaving hospital: your most recent hospital stay 50. On the day you left hospital, were you delayed for any reason? Question asked of all patients (responses = 161) 2012 2014 Yes - 19 16 40 No - 81 84 60 51. What was the main reason you were delayed? Question asked of all patients who were delayed (responses = 21) 2012 2014 I had to wait for medicines - 64 66 56 I had to wait to see the doctor - 12 19 9 I had to wait for hospital transport - 8 5 10 I had to wait for my discharge letter - 3 5 18 Something else - 14 5 8 Part of the Scottish Care Experience Survey Programme Page 23
1.6 Leaving hospital: your most recent hospital stay (cont.) 52. How long was the delay? Question asked of all patients who were delayed (responses = 24) 2012 2014 Up to 1 hour - 20 34 17 Longer than 1 hour but less than 2 hours - 34 32 27 Longer than 2 hours but less than 4 hours - 24 16 31 Longer than 4 hours - 11 13 18 Don't know / can't remember - 12 4 6 Question 53. 54. 55. 56. Response (%) How patients felt about the overall length of time they were in hospital. C 160 96 4 96 +5 S +7 S - - Patients felt confident they could look after themselves after leaving hospital. Prior to leaving hospital, patients felt confident that any help they needed had been arranged. If eligible, patients were happy with hospital transport arrangements for getting home. Number of responses Very Positive Positive Neutral Negative 161 83 17 83 0 ### -2 ### - - 116 83 10 7 83 +1 ### +12 S - - 37 95 5 95 +4 NT +17 NT - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 24
1.6 Leaving hospital: your most recent hospital stay (cont.) Question 57a. 57b. 57c. 57d. Patients were involved in decisions about leaving hospital. Patients' family or home situation was taken into account when planning discharge from hospital. Patients knew who to contact if they had any questions after leaving hospital. Patients were told about any danger signs to watch for when they left hospital. Number of responses Very Positive Response (%) Positive Neutral Negative 147 52 34 3 11 86 +3 ### +10 S - - 130 53 38 4 6 91 +2 ### +8 S 150 56 31 5 8 87 +3 ### +7 S 136 53 32 8 7 85 +5 ### +13 S % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-58. Were you given any medicines to take home when you left hospital? Question asked of all patients (responses = 161) 2012 2014 Yes 73 79 83 78 No 27 21 17 22 Part of the Scottish Care Experience Survey Programme Page 25
1.6 Leaving hospital: your most recent hospital stay (cont.) Question 59a. Patients didn t have to wait too long to get their medicines. Number of responses Very Positive Response (%) Positive Neutral Negative 124 58 35 4 93 +4 ### +24 S - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-59b. Patients understood what their medicines were for. 126 70 26 96-2 NT +1 NT 59c. 59d. 60. Patients understood how and when to take their medicines. Patients understood the possible side effects of their medicines. Overall rating of arrangements for leaving hospital. 126 71 28 98 0 NT +1 NT 124 57 32 7 5 88-2 ### +9 S 162 66 25 4 5 91 0 ### +13 S Part of the Scottish Care Experience Survey Programme Page 26
1.7 After leaving hospital: your most recent hospital stay 61. Did you need care or support services to be arranged for when you got out of hospital? Question asked of all patients (responses = 162) 2012 2014 Yes 27 28 26 23 No 73 72 74 77 Question 62. 63. 64. 65. Patients did not stay longer than expected waiting Numb mber of respo onses Very Positive Response (%) Positive Neutral Negative for their care / support services to be organised. P R 42 84 16 84 +2 ### +1 ### - Patients felt they got the care and support services that were right for them. Overall rating of care or support services after leaving hospital. Patients saw / received information on providing feedback / complaints about care received. % Po ositive Chan nge from 2014 Differ erence from Scotl tland - 2012 2011 - Trend 42 88 12 88-4 ### 0 ### - 41 75 13 13 87 0 ### +6 ### - 109 37 63 37 +1 ### 0 ### - - - 2014 2012 - - 2014 - Part of the Scottish Care Experience Survey Programme Page 27
1.8 Questions with highest percent positive response Question 4. 7. How patients felt about the time waiting to be seen by a nurse or doctor in A&E. In A&E patients had enough privacy when being examined or treated. Number of responses Very Positive Response (%) Positive Neutral Negative 59 100 100 +6 NT +15 NT - - 60 100 100 0 NT +2 NT - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-8. In A&E patients felt safe. 59 100 100 +2 NT +12 NT - - 10. 42e. How patients felt about the time they waited to be admitted to hospital after they were referred. Nurses washed / cleaned their hands at appropriate times. 48 100 100 +2 NT +15 NT 148 68 31 99 +1 NT +6 NT Note 1: Where a question number has been shaded blue, this denotes that the question was also amongst those with the highest percent positive response for NHS as a whole. Note 2: Some questions in the survey did not have a neutral / mixed response option, therefore respondents only had the opportunity to select either positive or negative response options. Questions that only had positive / negative response options are more likely to be included in the table above than questions that had positive / neutral / negative options. Part of the Scottish Care Experience Survey Programme Page 28
1.9 Questions with highest percent negative response Question 65. 14c. 15. 54. 62. Patients saw / received information on providing feedback / complaints about care received. Response (%) 109 37 63 37 +1 ### 0 ### - - Patients were not bothered by noise at night from other patients. P 148 36 34 7 22 71 0 ### +16 S - - Patients knew which nurse was in charge of the ward. Patients felt confident they could look after themselves after leaving hospital. Patients did not stay longer than expected to wait Number of responses Very Positive Positive Neutral Negative 164 59 23 18 59 +5 ### +16 S - - 161 83 17 83 0 ### -2 ### - - for their care / support services to be organised.p R 42 84 16 84 +2 ### +1 ### - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014 - Note 1: Where a question number has been shaded blue, this denotes that the question was also amongst those with the highest percent negative response for NHS as a whole. Note 2: Some questions in the survey did not have a neutral / mixed response option, therefore respondents only had the opportunity to select either positive or negative response options. Questions that only had positive / negative response options are more likely to be included in the table above than questions that had positive / neutral / negative options. Part of the Scottish Care Experience Survey Programme Page 29
Chapter 2. Comparison with previous surveys The tables below show this NHS Board's percent positive results along with the equivalent 2010, 2011, 2012 and 2014 results. The percent positive results for NHS in are also shown. 2.1 Admission to hospital: your most recent hospital stay Question 2010 2011 2012 2014 3. In A&E patients were told how long they would have to wait to see a doctor / nurse - - - 68 75 44 S 4. How patients felt about the time waiting to be seen by a nurse or doctor in A&E - - - 94 100 85 NT 5. In A&E, patients were kept informed about what was happening after seeing a doctor / nurse - - - 80 84 61 S 6. In A&E patients' conditions were explained to them in a way they could understand - - - 80 86 68 S 7. In A&E patients had enough privacy when being examined or treated - - - 100 100 98 NT 8. In A&E patients felt safe - - - 98 100 88 NT 9. Overall rating of any care and treatment received in A&E 87 91 93 99 97 88 NT 10. 11. How patients felt about the time they waited to be admitted to hospital after they were referred Information received before attending hospital helped patients understand what would happen 92 97 97 98 100 85 NT 95 96 97 96 98 96 NT 12. How patients felt about the time they waited to get to a ward 92 93 92 93 97 86 NT 13. Overall rating of hospital admission process 86 89 89 96 96 82 S Part of the Scottish Care Experience Survey Programme Page 30
2.2 The hospital and ward: your most recent hospital stay Question 2010 2011 2012 2014 14a. The main ward or room patients stayed in was clean. 98 98 98 98 99 96 NT 14b. The bathrooms and toilets were clean. 97 96 96 97 96 92 S 14c. Patients were not bothered by noise at night from other patients. P - - - 71 71 55 S 14d. Patients were not bothered by noise at night from hospital staff. P - - - 79 85 69 S 14e. Patients were happy with the food / meals they received. - - - 89 91 68 S 14f. Patients were happy with the drinks they received. - - - 94 92 84 S 14g. When patients called they received assistance within a reasonable time. - 93 95 96 95 87 S 14h. Patients did not feel threatened by other patients / visitors. C P - - - - 93 89 0 14i. The equipment used for my treatment was clean. N - - - - 98 95 NT 15. Patients knew which nurse was in charge of the ward. - - - 54 59 43 S 16. Hand-wash gels were available for patients and visitors to use. - - - 97 97 94 0 18. Patients were happy with the visiting hours. - - - 96 99 97 NT 19. Patients had enough time with the people that matter to them. - - - 89 94 84 S 20. Overall rating of hospital / ward environment. 92 92 94 97 98 89 NT Part of the Scottish Care Experience Survey Programme Page 31
2.3 Care and treatment: your most recent hospital stay Question 2010 2011 2012 2014 21a. Patients were able to get adequate pain relief when they needed it. 93 94 92 98 98 91 NT 21b. Patients had enough privacy when being examined or treated. 94 96 96 96 98 94 NT 21c. Patients had enough privacy when their condition and treatment were discussed. 85 89 85 92 96 88 S 21d. Patients got enough help with washing and dressing when they needed it. 93 91 93 96 94 87 S 21e. Patients got enough help with eating and drinking when they needed it. 83 83 87 94 94 84 S 21f. Patients got enough help with going to the bathroom or toilet when they needed it. - 91 91 97 93 87 S 21g. Patients were kept as physically comfortable as they could expect to be. - - - 99 96 92 S 22. 23. Patients were involved as much as they wanted in decisions about their care and treatment. Patients felt people that matter to them were involved in decisions about their care / treatment. - - - 70 79 62 S - - - 65 80 57 S 24. Staff took adequate care when carrying out physical procedures. - - - 91 87 81 S 29. A member of staff discussed any clinical errors with patients. - - - - - - - - - - - - 0 30. Patients were satisfied with how these clinical errors were dealt with. - - - - - - - - - - - - 0 33. Moving between wards was well managed. - - - 91 94 70 NT 34. Overall rating of care and treatment during hospital stay. 92 92 93 96 97 90 NT Part of the Scottish Care Experience Survey Programme Page 32
2.4 Operations and procedures: your most recent hospital stay Question 2010 2011 2012 2014 36. Beforehand, a member of staff explained the risks and benefits of operation / procedure. - - - 86 96 81 NT 37. Beforehand, a member of staff explained what would be done during the operation or procedure. - - - 83 84 78 0 38. Beforehand, patients were told how they may feel after the operation or procedure. - - - 68 79 64 S 39. Beforehand, patients' questions were answered in a way they could understand. - - - 79 89 76 S 40. Patients understood the explanations on how the operation or procedure had gone. - - - 81 81 73 0 Part of the Scottish Care Experience Survey Programme Page 33
2.5 Staff: your most recent hospital stay Question 2010 2011 2012 2014 41a. Doctors knew enough about patients' condition and treatment. 86 89 87 93 90 90 0 41b. Doctors discussed patients' condition and treatment with them in a way they could understand. 86 88 90 93 93 90 0 41c. Doctors did not talk in front of patients as if they were not there. P - 78 81 79 87 80 S 41d. Doctors listened to patients if they had any questions or concerns. 87 90 91 88 91 89 0 41e. Doctors washed / cleaned their hands at appropriate times. 87 88 88 94 96 91 S 41f. Patients had confidence and trust in the doctors treating them. - - - 93 92 92 0 42a. Nurses knew enough about patients' condition and treatment. 90 90 89 94 94 87 S 42b. Nurses discussed patients' condition / treatment with them in a way they could understand. 87 87 87 94 95 84 S 42c. Nurses did not talk in front of patients as if they were not there. P - 81 85 86 94 83 S 42d. Nurses listened to patients if they had any questions or concerns. 92 92 91 96 96 90 S 42e. Nurses washed / cleaned their hands at appropriate times. 95 94 94 98 99 93 NT 42f. Patients had confidence and trust in the nurses treating them. - - - 96 97 91 S 43. Patients knew which nurse was in charge of their care. - - - 61 73 48 S 44. Patients felt there were enough nurses on duty. - - - 79 82 63 S Part of the Scottish Care Experience Survey Programme Page 34
2.5 Staff: your most recent hospital stay (cont.) Question 2010 2011 2012 2014 45. Staff worked well together in organising patients' care. - - - 85 88 74 S 46. Staff took account of what matters to patients. - - - 81 82 65 S 47. Patients felt they got enough emotional support from staff. - - - 83 86 69 S 48. Staff treated patients with compassion and understanding. - - - 89 89 75 S 49. Overall rating of all staff patients came into contact with. 92 93 93 97 98 91 NT Part of the Scottish Care Experience Survey Programme Page 35
2.6 Leaving hospital: your most recent stay Question 2010 2011 2012 2014 53. How patients felt about the overall length of time they were in hospital. C - - - 91 96 89 S 54. Patients felt confident they could look after themselves after leaving hospital. - - - 83 83 85 0 55. Prior to leaving hospital, patients felt confident that any help they needed had been arranged. - - - 82 83 71 S 56. If eligible, patients were happy with hospital transport arrangements for getting home. - - - 91 95 78 NT 57a. Patients were involved in decisions about leaving hospital. - - - 83 86 76 S 57b. Patients' family or home situation was taken into account when planning discharge from hospital. - 85 88 89 91 83 S 57c. Patients knew who to contact if they had any questions after leaving hospital. 85 85 84 84 87 80 S 57d. Patients were told about any danger signs to watch for when they left hospital. 79 81 78 80 85 72 S 59a. Patients didn t have to wait too long to get their medicines. - - 82 89 93 69 S 59b. Patients understood what their medicines were for. 96 95 97 98 96 95 NT 59c. Patients understood how and when to take their medicines. 97 96 98 98 98 97 NT 59d. Patients understood the possible side effects of their medicines. 88 87 86 90 88 79 S 60. Overall rating of arrangements for leaving hospital. 82 85 87 91 91 78 S Part of the Scottish Care Experience Survey Programme Page 36
2.7 After leaving hospital: your most recent hospital stay Question 2010 2011 2012 2014 62. Patients did not stay longer than expected waiting for their care / support services to be organised. P R - - 93 82 84 83 0 63. Patients felt they got the care and support services that were right for them. - - 89 92 88 88 0 64. Overall rating of care or support services after leaving hospital. - - 87 87 87 81 0 65. Patients saw / received information on providing feedback / complaints about care received. - - - 36 37 37 0 Part of the Scottish Care Experience Survey Programme Page 37
Chapter 3. Variation in NHS Board results across The tables / charts in this chapter show this NHS Board's percent positive results in relation to the range of percent positive results across all NHS Boards in. The percent positive results for NHS are also shown. 3.1 Admission to hospital: your most recent hospital stay 3. 4. 5. 6. In A&E patients were told how long they would have to wait to see a doctor / nurse. How patients felt about the time waiting to be seen by a nurse or doctor in A&E. In A&E, patients were kept informed about what was happening after seeing a doctor / nurse. In A&E patients' conditions were explained to them in a way they could understand. % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 75 0 44 S 100 NT 85 NT 84 0 61 S 86 0 68 S 7. In A&E patients had enough privacy when being examined or treated. 100 NT 98 NT 8. In A&E patients felt safe. 100 NT 88 NT 9. Overall rating of any care and treatment received in A&E. 97 NT 88 NT Part of the Scottish Care Experience Survey Programme Page 38
3.1 Admission to hospital: your most recent hospital stay (cont.) 10. 11. How patients felt about the time they waited to be admitted to hospital after they were referred. Information received before attending hospital helped patients understand what would happen. % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 100 NT 85 NT 98 NT 96 NT 12. How patients felt about the time they waited to get to a ward. 97 NT 86 NT 13. Overall rating of hospital admission process. 96 0 82 S Part of the Scottish Care Experience Survey Programme Page 39
3.2 The hospital and ward: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 14a. The main ward or room patients stayed in was clean. 99 NT 96 NT 14b. The bathrooms and toilets were clean. 96 0 92 S 14c. Patients were not bothered by noise at night from other patients. P 71 0 55 S 14d. Patients were not bothered by noise at night from hospital staff. P 85 0 69 S 14e. Patients were happy with the food / meals they received. 91 0 68 S 14f. Patients were happy with the drinks they received. 92 0 84 S 14g. When patients called they received assistance within a reasonable time. 95 0 87 S 14h. Patients did not feel threatened by other patients / visitors. C P 93 0 89 0 14i. The equipment used for my treatment was clean. N 98 0 95 NT Part of the Scottish Care Experience Survey Programme Page 40
3.2 The hospital and ward: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 15. Patients knew which nurse was in charge of the ward. 59 0 43 S 16. Hand-wash gels were available for patients and visitors to use. 97 0 94 0 18. Patients were happy with the visiting hours. 99 NT 97 NT 19. Patients had enough time with the people that matter to them. 94 0 84 S 20. Overall rating of hospital / ward environment. 98 NT 89 NT Part of the Scottish Care Experience Survey Programme Page 41
3.3 Care and treatment: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 21a. Patients were able to get adequate pain relief when they needed it. 98 NT 91 NT 21b. Patients had enough privacy when being examined or treated. 98 NT 94 NT 21c. 21d. Patients had enough privacy when their condition and treatment were discussed. Patients got enough help with washing and dressing when they needed it. 96 0 88 S 94 0 87 S 21e. Patients got enough help with eating and drinking when they needed it. 94 0 84 S 21f. 21g. Patients got enough help with going to the bathroom or toilet when they needed it. Patients were kept as physically comfortable as they could expect to be. 93 0 87 S 96 0 92 S Part of the Scottish Care Experience Survey Programme Page 42
3.3 Care and treatment: your most recent hospital stay (cont.) 22. 23. Patients were involved as much as they wanted in decisions about their care and treatment. Patients felt people that matter to them were involved in decisions about their care / treatment. % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 79 0 62 S 80 S 57 S 24. Staff took adequate care when carrying out physical procedures. 87 0 81 S 29. A member of staff discussed any clinical errors with patients. - - 0 - - 0 30. Patients were satisfied with how these clinical errors were dealt with. - - 0 - - 0 33. Moving between wards was well managed. 94 NT 70 NT 34. Overall rating of care and treatment during hospital stay. 97 NT 90 NT Part of the Scottish Care Experience Survey Programme Page 43
3.4 Operations and procedures: your most recent hospital stay 36. 37. 38. 39. 40. Beforehand, a member of staff explained the risks and benefits of operation / procedure. Beforehand, a member of staff explained what would be done during the operation or procedure. Beforehand, patients were told how they may feel after the operation or procedure. Beforehand, patients' questions were answered in a way they could understand. Patients understood the explanations on how the operation or procedure had gone. % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 96 NT 81 NT 84 0 78 0 79 0 64 S 89 0 76 S 81 0 73 0 Part of the Scottish Care Experience Survey Programme Page 44
3.5 Staff: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 41a. Doctors knew enough about patients' condition and treatment. 90 0 90 0 41b. Doctors discussed patients' condition and treatment with them in a way they could understand. 93 0 90 0 41c. Doctors did not talk in front of patients as if they were not there. P 87 0 80 S 41d. Doctors listened to patients if they had any questions or concerns. 91 0 89 0 41e. Doctors washed / cleaned their hands at appropriate times. 96 0 91 S 41f. Patients had confidence and trust in the doctors treating them. 92 0 92 0 Part of the Scottish Care Experience Survey Programme Page 45
3.5 Staff: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 42a. Nurses knew enough about patients' condition and treatment. 94 0 87 S 42b. Nurses discussed patients' condition / treatment with them in a way they could understand. 95 0 84 S 42c. Nurses did not talk in front of patients as if they were not there. P 94 S 83 S 42d. Nurses listened to patients if they had any questions or concerns. 96 0 90 S 42e. Nurses washed / cleaned their hands at appropriate times. 99 NT 93 NT 42f. Patients had confidence and trust in the nurses treating them. 97 0 91 S Part of the Scottish Care Experience Survey Programme Page 46
3.5 Staff: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 43. Patients knew which nurse was in charge of their care. 73 S 48 S 44. Patients felt there were enough nurses on duty. 82 0 63 S 45. Staff worked well together in organising patients' care. 88 0 74 S 46. Staff took account of what matters to patients. 82 0 65 47. Patients felt they got enough emotional support from staff. 86 0 69 S 48. Staff treated patients with compassion and understanding. 89 0 75 S 49. Overall rating of all staff patients came into contact with. 98 NT 91 NT Part of the Scottish Care Experience Survey Programme Page 47
3.6 Leaving hospital: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 53. How patients felt about the overall length of time they were in hospital. C 96 S 89 S 54. 55. 56. Patients felt confident they could look after themselves after leaving hospital. Prior to leaving hospital, patients felt confident that any help they needed had been arranged. If eligible, patients were happy with hospital transport arrangements for getting home. 83 0 85 0 83 0 71 S 95 NT 78 NT 57a. Patients were involved in decisions about leaving hospital. 86 0 76 S 57b. 57c. 57d. Patients' family or home situation was taken into account when planning discharge from hospital. Patients knew who to contact if they had any questions after leaving hospital. Patients were told about any danger signs to watch for when they left hospital. 91 0 83 S 87 0 80 S 85 0 72 S Part of the Scottish Care Experience Survey Programme Page 48
3.6 Leaving hospital: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% NHS Board NHS 59a. Patients didn t have to wait too long to get their medicines. 93 0 69 S 59b. Patients understood what their medicines were for. 96 NT 95 NT 59c. Patients understood how and when to take their medicines. 98 NT 97 NT 59d. Patients understood the possible side effects of their medicines. 88 0 79 S 60. Overall rating of arrangements for leaving hospital. 91 0 78 S Part of the Scottish Care Experience Survey Programme Page 49