Results for, Airdrie August, Official Statistics
Contents Page Introduction 3 Notes of interpretation 4 Chapter 1: Rated results 6 Chapter 2: Comparison with previous surveys 28 Chapter 3: Variation in hospital results across 36 Chapter 4: Demographic questions 49 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 893 people who stayed overnight in 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.gov.scot/topics/statistics/browse/health/inpatientsurvey/inpatient 320 patients returned feedback on their experiences. Of those patients willing to provide information about themselves: 6% were aged 16-34; 11% were aged 35-49; 27% were aged 50-64; and 55% were aged 65 and over. 39% did not have any limiting illness or disability. 48% were male and 52% 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: NHS Lanarkshire Headquarters Kirklands Fallside Road Bothwell, G71 8BB 01698 858373 Richard.Edwards@lanarkshire.scot.nhs.uk 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 site 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 site. 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 site. Change since - the change in the percent positive result within this site 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 site's percent positive result and the equivalent result for NHS in (for example, -2 means that the result for this site in is two percentage points lower than for as a whole). Trend - the direction of change in the percent positive result within this site 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 - site percent positive result for 2010. 2011 - site percent positive result for 2011. 2012 - site percent positive result for 2012. 2014 - site percent positive result for 2014. - site percent positive result for. - NHS percent positive result for. Chapter 3 - Variation Range of percent positive results across all strata in - ranges from lowest strata result to highest hospital result. This site's percent positive result. NHS percent positive result. Chapter 4 - Demographic Questions All Chapters N 2012 - Percentage of site respondents selecting this response option in 2012. 2014 - Percentage of site respondents selecting this response option in 2014. - Percentage of site 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 site 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
Chapter 1. Rated results The tables and charts below show how positively or negatively patients treated within this hospital 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 hospital 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? 311 79 16 5 79-5 0 Part of the Scottish Care Experience Survey Programme Page 6
Chapter 1. Rated results A full breakdown showing the percentage of respondents who selected each rating within this hospital is shown below along with the difference from the NHS result. The median rating given by respondents treated within this hospital is denoted by the blue dot ( ). Rating Very good - 10 9 8 7 6 5 4 3 2 1 Very poor - 0 7% 6% 3% 3% 1.0% 1.0% 0.6% 11% 20% 23% 25% Difference from NHS -7-1 +2 +1 +3 0 +1 +2 0 0 0 Difference between Hospital Median and Median: -1.0 Part of the Scottish Care Experience Survey Programme Page 7
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 = 313) 2012 2014 Emergency or urgent - 60 69 60 Waiting list or planned in advance - 37 27 36 Something else - 3 4 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 = 234) 2012 2014 Yes 86 83 87 69 No 13 17 11 28 Don't know 2 0 2 3 Part of the Scottish Care Experience Survey Programme Page 8
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 183 39 31 31 39 +5 ### -5 ### - - 192 79 21 79 +2 ### -6 S - - 194 63 29 8 63 +13 S +2 ### - - 195 67 28 6 67 0 ### -1 ### - - % Positive Change from 2014 Difference from 2011-2012 Trend 199 97 97 +3 ### -1 ### - - 2012-2014 2014-8. In A&E patients felt safe. 199 89 10 89 +3 ### +1 ### - - 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. 203 46 38 13 84 +3 ### -4 ### 73 84 16 84 +3 ### -1 ### 73 78 19 97 +1 NT +1 NT 306 23 59 18 82-5 ### -4 ### 13. Overall rating of hospital admission process. 304 38 40 15 7 78 +2 ### -4 ### Part of the Scottish Care Experience Survey Programme Page 9
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 313 41 52 4 94 +4 ### -2 ### % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-14b. The bathrooms and toilets were clean. 311 37 50 7 6 87 +3 ### -5 S 14c. 14d. 14e. Patients were not bothered by noise at night from other patients. P 294 15 40 17 27 56 0 ### +1 ### - - Patients were not bothered by noise at night from P 291 24 40 17 19 64-5 ### -5 ### - - hospital staff. Patients were happy with the food / meals they received. 299 15 40 19 26 56 +7 ### -12 S - - 14f. Patients were happy with the drinks they received. 304 21 59 11 10 79 +3 ### -5 ### - - 14g. 14h. When patients called they received assistance within a reasonable time. 281 28 57 8 7 85 +1 ### -2 ### Patients did not feel threatened by other patients / visitors. C P 297 50 39 4 7 89 - ### 0 ### - - - 14i. The equipment used for my treatment was clean. N 300 46 49 5 94 - ### -1 ### - - - 15. 16. Patients knew which nurse was in charge of the ward. Hand-wash gels were available for patients and visitors to use. 317 40 21 38 40 +4 ### -3 ### - - 295 92 7 92 +2 ### -2 ### - - Part of the Scottish Care Experience Survey Programme Page 10
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 = 316) 2012 2014 Yes, and I was happy - 21 25 37 Yes, but I would have preferred to be with other patients - 4 5 4 No, but I would have preferred to be in a single room - 19 18 15 No, and I was happy - 55 52 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. 298 96 4 96 +5 S -1 ### - - 19. Patients had enough time with the people that matter to them. 305 81 14 5 81 +11 S -3 ### - - 20. Overall rating of hospital / ward environment. 303 35 49 14 84 +7 S -5 S Part of the Scottish Care Experience Survey Programme Page 11
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 279 38 48 8 6 86 +2 ### -5 S 310 40 54 4 93 +4 ### -1 ### 312 33 54 5 8 86 +3 ### -2 ### 192 37 47 10 6 84 +5 ### -3 ### % Positive Change from 2014 Difference from 2011-2012 Trend 145 32 48 9 11 80 +2 ### -4 ### 166 34 48 8 10 82 +4 ### -5 ### 298 35 56 5 5 90 +6 S -2 ### - - 304 56 34 10 56 +3 ### -6 ### - - 224 47 37 16 47-3 ### -10 S - - 308 72 22 6 72 +3 ### -9 S - - 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 12
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 = 316) 2012 2014 No - 73 73 74 Yes, and staff responded quickly - 21 22 20 Yes, and staff did not respond quickly - 4 3 3 Don't know / can't remember - 2 3 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 = 232) 2012 2014 I did have a drip and had no concerns N - - 73 79 I did not feel it was checked regularly enough - - 9 7 I did not feel it was changed when required - - 8 4 I did not feel it was removed quickly enough - - 9 5 Don t know / can t remember - - 8 9 Part of the Scottish Care Experience Survey Programme Page 13
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 = 320) 2012 2014 Infection (e.g. urinary tract infection, surgical wound infection, MRSA, CDiff, etc.) - 5 10 7 Blood poisoning / sepsis - 1 3 1 Blood clot (e.g. Deep Vein Thrombosis [DVT], embolism) - 1 1 1 Bed sore (pressure sore) - 2 3 2 Injury from falling over - 1 1 1 Bad reaction to medication - 2 3 4 Complication from surgery - 3 2 3 Any other problems - 4 3 4 None - 79 78 77 Part of the Scottish Care Experience Survey Programme Page 14
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 = 320) 2012 2014 Incorrect diagnosis - 4 2 2 Wrong treatment - 2 1 1 Incorrect medicines - 3 2 2 Incorrect doses of medicines - 2 2 1 Delayed or incorrect test results - 4 4 3 None - 84 88 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 23 22 52 26 22 +3 ### +1 ### - - 22 32 32 36 32 +9 ### +5 ### - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 15
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 = 316) 2012 2014 Yes - 35 35 36 No - 64 63 62 Don't know / can't remember - 1 2 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 = 108) 2012 2014 Morning / afternoon - 55 53 52 Evening (6pm to 10pm) - 29 35 29 Middle of the night (10pm onwards) - 17 17 16 Don't know / can't remember - 17 11 14 Part of the Scottish Care Experience Survey Programme Page 16
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. 103 76 15 10 76 +8 ### +6 ### - - 34. Overall rating of care and treatment during hospital stay. 314 46 40 13 86 +7 S -4 ### 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 = 317) 2012 2014 Yes - 53 48 54 No - 47 52 46 Part of the Scottish Care Experience Survey Programme Page 17
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 151 80 17 80-2 ### -1 ### - - 151 77 20 77 +1 ### -1 ### - - 149 65 26 9 65 +6 ### +1 ### - - 144 76 20 3 76 +7 ### 0 ### - - % Positive Change from 2014 Difference from 2011-2012 Trend 141 76 18 6 76 +11 S +3 ### - - 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 18
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 (%) 295 44 44 5 6 88 0 ### -2 ### 297 44 43 9 4 87-3 ### -3 ### were not there. P 277 34 43 11 12 77 +2 ### -3 ### 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 276 38 50 7 5 88 +2 ### -1 ### % Positive Change from 2014 Difference from 2011-2012 Trend 269 45 47 5 93 +5 ### +2 ### 296 53 36 6 5 89-1 ### -3 ### - - 292 40 44 11 5 84 +1 ### -3 ### 286 37 44 13 6 81 +2 ### -3 ### were not there. P 267 35 45 11 9 80 +3 ### -3 ### Nurses listened to patients if they had any questions or concerns. Nurses washed / cleaned their hands at appropriate times. 288 40 47 7 6 86 +2 ### -4 ### 275 42 50 7 92 +4 ### -1 ### 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 19
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 296 44 45 8 3 89 +4 ### -2 ### - - 310 42 23 35 42 +4 ### -6 S - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-44. Patients felt there were enough nurses on duty. 300 57 33 10 57 +6 ### -6 S - - 45. Staff worked well together in organising patients' care. 308 67 30 3 67 +5 ### -7 S - - 46. Staff took account of what matters to patients. 304 58 37 6 58 +5 ### -7 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. 294 66 26 9 66 +4 ### -3 ### - - 310 70 24 6 70 +6 ### -5 ### - - 313 55 33 9 3 88 +3 ### -3 ### Part of the Scottish Care Experience Survey Programme Page 20
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 = 316) 2012 2014 Yes - 37 40 40 No - 63 60 60 51. What was the main reason you were delayed? Question asked of all patients who were delayed (responses = 110) 2012 2014 I had to wait for medicines - 68 61 56 I had to wait to see the doctor - 8 14 9 I had to wait for hospital transport - 9 10 10 I had to wait for my discharge letter - 8 5 18 Something else - 8 11 8 Part of the Scottish Care Experience Survey Programme Page 21
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 = 124) 2012 2014 Up to 1 hour - 16 19 17 Longer than 1 hour but less than 2 hours - 20 19 27 Longer than 2 hours but less than 4 hours - 31 33 31 Longer than 4 hours - 25 23 18 Don't know / can't remember - 8 6 6 Question 53. 54. 55. 56. Response (%) How patients felt about the overall length of time they were in hospital. C 310 89 11 89 +3 ### 0 ### - - 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 307 83 17 83-3 ### -2 ### - - 192 64 23 14 64-1 ### -7 S - - 39 72 28 72-9 ### -6 ### - - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014 - Part of the Scottish Care Experience Survey Programme Page 22
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 268 25 47 14 14 72 +1 ### -4 ### - - 241 31 45 10 14 76-2 ### -7 S 284 30 41 10 19 71-2 ### -9 S 252 31 38 11 19 69 +5 ### -3 ### % 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 = 316) 2012 2014 Yes 66 74 75 78 No 34 26 25 22 Part of the Scottish Care Experience Survey Programme Page 23
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 228 25 41 10 25 65 +10 S -4 ### - % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-59b. Patients understood what their medicines were for. 224 40 55 3 95 +2 ### 0 ### 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. 226 43 52 95-1 ### -2 ### 213 28 49 12 11 77-4 ### -2 ### 312 27 44 21 8 71 0 ### -7 S Part of the Scottish Care Experience Survey Programme Page 24
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 = 315) 2012 2014 Yes 22 22 23 23 No 78 78 77 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 72 81 19 81-2 ### -2 ### - 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 71 85 15 85-1 ### -3 ### - 68 43 38 12 7 81 +4 ### 0 ### - 245 29 71 29 +2 ### -8 S - - - 2014 2012 - - 2014 - Part of the Scottish Care Experience Survey Programme Page 25
1.8 Questions with highest percent positive response Question 7. 11. In A&E patients had enough privacy when being examined or treated. Information received before attending hospital helped patients to understand what would happen. Number of responses Very Positive Response (%) Positive Neutral Negative 199 97 97 +3 ### -1 ### - - 73 78 19 97 +1 NT +1 NT % Positive Change from 2014 Difference from 2011-2012 Trend 2012-2014 2014-18. Patients were happy with the visiting hours. 298 96 4 96 +5 S -1 ### - - 59c. Patients understood how and when to take their medicines. 226 43 52 95-1 ### -2 ### 59b. Patients understood what their medicines were for. 224 40 55 3 95 +2 ### 0 ### 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 26
1.9 Questions with highest percent negative response Question 65. 15. 30. 43. 3. Patients saw / received information on providing feedback / complaints about care received. Patients knew which nurse was in charge of the ward. Patients were satisfied with how these clinical errors were dealt with. Patients knew which nurse was in charge of their care. In A&E patients were told how long they would have to wait to see a doctor / nurse. Number of responses Very Positive Response (%) Positive Neutral Negative 245 29 71 29 +2 ### -8 S - - 317 40 21 38 40 +4 ### -3 ### - - 22 32 32 36 32 +9 ### +5 ### - - 310 42 23 35 42 +4 ### -6 S - - % Positive Change from 2014 Difference from 2011-2012 Trend 183 39 31 31 39 +5 ### -5 ### - - 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 27
Chapter 2. Comparison with previous surveys The tables below show this hospital'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 - - - 34 39 44 0 4. How patients felt about the time waiting to be seen by a nurse or doctor in A&E - - - 77 79 85 S 5. In A&E, patients were kept informed about what was happening after seeing a doctor / nurse - - - 50 63 61 0 6. In A&E patients' conditions were explained to them in a way they could understand - - - 67 67 68 0 7. In A&E patients had enough privacy when being examined or treated - - - 94 97 98 0 8. In A&E patients felt safe - - - 86 89 88 0 9. Overall rating of any care and treatment received in A&E 80 74 75 81 84 88 0 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 91 91 93 81 84 85 0 96 95 97 96 97 96 NT 12. How patients felt about the time they waited to get to a ward 85 85 80 87 82 86 0 13. Overall rating of hospital admission process 76 71 71 76 78 82 0 Part of the Scottish Care Experience Survey Programme Page 28
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. 87 88 86 90 94 96 0 14b. The bathrooms and toilets were clean. 80 81 80 84 87 92 S 14c. Patients were not bothered by noise at night from other patients. P - - - 56 56 55 0 14d. Patients were not bothered by noise at night from hospital staff. P - - - 69 64 69 0 14e. Patients were happy with the food / meals they received. - - - 49 56 68 S 14f. Patients were happy with the drinks they received. - - - 76 79 84 0 14g. When patients called they received assistance within a reasonable time. - 82 77 84 85 87 0 14h. Patients did not feel threatened by other patients / visitors. C P - - - - 89 89 0 14i. The equipment used for my treatment was clean. N - - - - 94 95 0 15. Patients knew which nurse was in charge of the ward. - - - 36 40 43 0 16. Hand-wash gels were available for patients and visitors to use. - - - 90 92 94 0 18. Patients were happy with the visiting hours. - - - 91 96 97 0 19. Patients had enough time with the people that matter to them. - - - 70 81 84 0 20. Overall rating of hospital / ward environment. 66 68 65 77 84 89 S Part of the Scottish Care Experience Survey Programme Page 29
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. 88 88 84 84 86 91 S 21b. Patients had enough privacy when being examined or treated. 94 94 93 89 93 94 0 21c. Patients had enough privacy when their condition and treatment were discussed. 83 85 81 83 86 88 0 21d. Patients got enough help with washing and dressing when they needed it. 72 75 70 79 84 87 0 21e. Patients got enough help with eating and drinking when they needed it. 55 62 54 78 80 84 0 21f. Patients got enough help with going to the bathroom or toilet when they needed it. - 72 70 78 82 87 0 21g. Patients were kept as physically comfortable as they could expect to be. - - - 84 90 92 0 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. - - - 53 56 62 0 - - - 50 47 57 S 24. Staff took adequate care when carrying out physical procedures. - - - 69 72 81 S 29. A member of staff discussed any clinical errors with patients. - - - 19 22 21 0 30. Patients were satisfied with how these clinical errors were dealt with. - - - 23 32 27 0 33. Moving between wards was well managed. - - - 68 76 70 0 34. Overall rating of care and treatment during hospital stay. 72 77 73 79 86 90 0 Part of the Scottish Care Experience Survey Programme Page 30
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. - - - 82 80 81 0 37. Beforehand, a member of staff explained what would be done during the operation or procedure. - - - 76 77 78 0 38. Beforehand, patients were told how they may feel after the operation or procedure. - - - 59 65 64 0 39. Beforehand, patients' questions were answered in a way they could understand. - - - 69 76 76 0 40. Patients understood the explanations on how the operation or procedure had gone. - - - 65 76 73 0 Part of the Scottish Care Experience Survey Programme Page 31
2.5 Staff: your most recent hospital stay Question 2010 2011 2012 2014 41a. Doctors knew enough about patients' condition and treatment. 83 88 80 88 88 90 0 41b. Doctors discussed patients' condition and treatment with them in a way they could understand. 85 85 84 90 87 90 0 41c. Doctors did not talk in front of patients as if they were not there. P - 81 78 75 77 80 0 41d. Doctors listened to patients if they had any questions or concerns. 84 88 85 86 88 89 0 41e. Doctors washed / cleaned their hands at appropriate times. 85 89 87 88 93 91 0 41f. Patients had confidence and trust in the doctors treating them. - - - 90 89 92 0 42a. Nurses knew enough about patients' condition and treatment. 79 80 71 83 84 87 0 42b. Nurses discussed patients' condition / treatment with them in a way they could understand. 76 81 71 79 81 84 0 42c. Nurses did not talk in front of patients as if they were not there. P - 79 78 77 80 83 0 42d. Nurses listened to patients if they had any questions or concerns. 78 86 82 84 86 90 0 42e. Nurses washed / cleaned their hands at appropriate times. 84 89 87 88 92 93 0 42f. Patients had confidence and trust in the nurses treating them. - - - 85 89 91 0 43. Patients knew which nurse was in charge of their care. - - - 38 42 48 S 44. Patients felt there were enough nurses on duty. - - - 51 57 63 S Part of the Scottish Care Experience Survey Programme Page 32
2.5 Staff: your most recent hospital stay (cont.) Question 2010 2011 2012 2014 45. Staff worked well together in organising patients' care. - - - 62 67 74 S 46. Staff took account of what matters to patients. - - - 53 58 65 S 47. Patients felt they got enough emotional support from staff. - - - 62 66 69 0 48. Staff treated patients with compassion and understanding. - - - 64 70 75 0 49. Overall rating of all staff patients came into contact with. 81 81 74 85 88 91 0 Part of the Scottish Care Experience Survey Programme Page 33
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 - - - 86 89 89 0 54. Patients felt confident they could look after themselves after leaving hospital. - - - 86 83 85 0 55. Prior to leaving hospital, patients felt confident that any help they needed had been arranged. - - - 65 64 71 S 56. If eligible, patients were happy with hospital transport arrangements for getting home. - - - 81 72 78 0 57a. Patients were involved in decisions about leaving hospital. - - - 71 72 76 0 57b. Patients' family or home situation was taken into account when planning discharge from hospital. - 80 76 78 76 83 S 57c. Patients knew who to contact if they had any questions after leaving hospital. 75 76 72 73 71 80 S 57d. Patients were told about any danger signs to watch for when they left hospital. 70 68 68 64 69 72 0 59a. Patients didn t have to wait too long to get their medicines. - - 60 55 65 69 0 59b. Patients understood what their medicines were for. 93 91 95 93 95 95 0 59c. Patients understood how and when to take their medicines. 95 96 97 96 95 97 0 59d. Patients understood the possible side effects of their medicines. 78 83 77 81 77 79 0 60. Overall rating of arrangements for leaving hospital. 61 66 64 71 71 78 S Part of the Scottish Care Experience Survey Programme Page 34
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 - - 85 83 81 83 0 63. Patients felt they got the care and support services that were right for them. - - 88 86 85 88 0 64. Overall rating of care or support services after leaving hospital. - - 79 77 81 81 0 65. Patients saw / received information on providing feedback / complaints about care received. - - - 27 29 37 S Part of the Scottish Care Experience Survey Programme Page 35
Chapter 3. Variation in hospital results across The tables / charts in this chapter show this hospital's percent positive results in relation to the range of percent positive results across all hospitals 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% Hospital NHS 39 0 44 0 79 0 85 S 63 S 61 0 67 0 68 0 7. In A&E patients had enough privacy when being examined or treated. 97 0 98 0 8. In A&E patients felt safe. 89 0 88 0 9. Overall rating of any care and treatment received in A&E. 84 0 88 0 Part of the Scottish Care Experience Survey Programme Page 36
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% Hospital NHS 84 0 85 0 97 NT 96 NT 12. How patients felt about the time they waited to get to a ward. 82 0 86 0 13. Overall rating of hospital admission process. 78 0 82 0 Part of the Scottish Care Experience Survey Programme Page 37
3.2 The hospital and ward: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 14a. The main ward or room patients stayed in was clean. 94 0 96 0 14b. The bathrooms and toilets were clean. 87 0 92 S 14c. Patients were not bothered by noise at night from other patients. P 56 0 55 0 14d. Patients were not bothered by noise at night from hospital staff. P 64 0 69 0 14e. Patients were happy with the food / meals they received. 56 0 68 S 14f. Patients were happy with the drinks they received. 79 0 84 0 14g. When patients called they received assistance within a reasonable time. 85 0 87 0 14h. Patients did not feel threatened by other patients / visitors. C P 89 0 89 0 14i. The equipment used for my treatment was clean. N 94 0 95 0 Part of the Scottish Care Experience Survey Programme Page 38
3.2 The hospital and ward: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 15. Patients knew which nurse was in charge of the ward. 40 0 43 0 16. Hand-wash gels were available for patients and visitors to use. 92 0 94 0 18. Patients were happy with the visiting hours. 96 S 97 0 19. Patients had enough time with the people that matter to them. 81 S 84 0 20. Overall rating of hospital / ward environment. 84 S 89 S Part of the Scottish Care Experience Survey Programme Page 39
3.3 Care and treatment: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 21a. Patients were able to get adequate pain relief when they needed it. 86 0 91 S 21b. Patients had enough privacy when being examined or treated. 93 0 94 0 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. 86 0 88 0 84 0 87 0 21e. Patients got enough help with eating and drinking when they needed it. 80 0 84 0 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. 82 0 87 0 90 S 92 0 Part of the Scottish Care Experience Survey Programme Page 40
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% Hospital NHS 56 0 62 0 47 0 57 S 24. Staff took adequate care when carrying out physical procedures. 72 0 81 S 29. A member of staff discussed any clinical errors with patients. 22 0 21 0 30. Patients were satisfied with how these clinical errors were dealt with. 32 0 27 0 33. Moving between wards was well managed. 76 0 70 0 34. Overall rating of care and treatment during hospital stay. 86 S 90 0 Part of the Scottish Care Experience Survey Programme Page 41
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% Hospital NHS 80 0 81 0 77 0 78 0 65 0 64 0 76 0 76 0 76 S 73 0 Part of the Scottish Care Experience Survey Programme Page 42
3.5 Staff: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 41a. Doctors knew enough about patients' condition and treatment. 88 0 90 0 41b. Doctors discussed patients' condition and treatment with them in a way they could understand. 87 0 90 0 41c. Doctors did not talk in front of patients as if they were not there. P 77 0 80 0 41d. Doctors listened to patients if they had any questions or concerns. 88 0 89 0 41e. Doctors washed / cleaned their hands at appropriate times. 93 0 91 0 41f. Patients had confidence and trust in the doctors treating them. 89 0 92 0 Part of the Scottish Care Experience Survey Programme Page 43
3.5 Staff: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 42a. Nurses knew enough about patients' condition and treatment. 84 0 87 0 42b. Nurses discussed patients' condition / treatment with them in a way they could understand. 81 0 84 0 42c. Nurses did not talk in front of patients as if they were not there. P 80 0 83 0 42d. Nurses listened to patients if they had any questions or concerns. 86 0 90 0 42e. Nurses washed / cleaned their hands at appropriate times. 92 0 93 0 42f. Patients had confidence and trust in the nurses treating them. 89 0 91 0 Part of the Scottish Care Experience Survey Programme Page 44
3.5 Staff: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 43. Patients knew which nurse was in charge of their care. 42 0 48 S 44. Patients felt there were enough nurses on duty. 57 0 63 S 45. Staff worked well together in organising patients' care. 67 0 74 S 46. Staff took account of what matters to patients. 58 0 65 47. Patients felt they got enough emotional support from staff. 66 0 69 0 48. Staff treated patients with compassion and understanding. 70 0 75 0 49. Overall rating of all staff patients came into contact with. 88 0 91 0 Part of the Scottish Care Experience Survey Programme Page 45
3.6 Leaving hospital: your most recent hospital stay % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 53. How patients felt about the overall length of time they were in hospital. C 89 0 89 0 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 64 0 71 S 72 0 78 0 57a. Patients were involved in decisions about leaving hospital. 72 0 76 0 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. 76 0 83 S 71 0 80 S 69 0 72 0 Part of the Scottish Care Experience Survey Programme Page 46
3.6 Leaving hospital: your most recent hospital stay (cont.) % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 59a. Patients didn t have to wait too long to get their medicines. 65 S 69 0 59b. Patients understood what their medicines were for. 95 0 95 0 59c. Patients understood how and when to take their medicines. 95 0 97 0 59d. Patients understood the possible side effects of their medicines. 77 0 79 0 60. Overall rating of arrangements for leaving hospital. 71 0 78 S Part of the Scottish Care Experience Survey Programme Page 47
3.7 After leaving hospital: your most recent hospital stay 62. 63. Patients did not stay longer than expected waiting for their care / support services to be organised. P R 81 0 83 0 Patients felt they got the care and support services that were right for them. % Positive 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Hospital NHS 85 0 88 0 64. Overall rating of care or support services after leaving hospital. 81 0 81 0 65. Patients saw / received information on providing feedback / complaints about care received. 29 0 37 S Part of the Scottish Care Experience Survey Programme Page 48
Chapter 4. Demographic questions The tables below show a number of socio-demographic characteristics of patients who responded to the survey in. These tables show the percentage of patients within this hospital who selected each response option when answering these questions. Equivalent survey results from 2014 and 2012 are also shown along with the NHS results. 68. What was your age last birthday? Question asked of all patients (responses = 310) 2012 2014 16-34 9 8 6 5 35-49 13 14 11 10 50-64 27 29 27 26 65+ 51 50 55 60 69. Are you male or female? Question asked of all patients (responses = 314) 2012 2014 Male 48 49 48 43 Female 52 51 52 57 Part of the Scottish Care Experience Survey Programme Page 49
Chapter 4. Demographic questions (cont.) 70. How would you rate your health in general? Question asked of all patients (responses = 314) 2012 2014 Good 35 34 37 43 Fair 44 43 41 43 Poor 20 22 23 14 72. Are your day-to-day activities limited because of a health problem or disability which has lasted, or is expected to last, at least 12 months? Question asked of all patients (responses = 306) 2012 2014 Yes, limited a lot 34 38 36 34 Yes, limited a little 32 31 25 32 No 34 31 39 34 Part of the Scottish Care Experience Survey Programme Page 50
An Official Statistics Publication for Correspondence and enquiries For enquiries about this publication please contact: Nicola Kerr Health Analytical Services Information Services Division Scottish Government NHS National Services St Andrews House Gyle Square Edinburgh 1 South Gyle Crescent EH1 3DG Edinburgh 0131 244 3201 EH12 9EB nicola.kerr2@gov.scot For general enquiries, suggestions and complaints about Scottish Government statistics please contact: Office of the Chief Statistician Scottish Government St Andrews House Edinburgh EH1 3DG 0131 244 0442 statistics.enquiries@gov.scot This report was produced by ISD on behalf of the Scottish Government If you would like to be consulted about statistical collections or receive notification of publications, please register your interest at: www.scotland.gov.uk/scotstat Details of forthcoming publications can be found at:www.scotland.gov.uk/statistics How to access background or source data The technical report is available at: http://www.gov.scot/topics/statistics/browse/health/inpatientsurvey/inpatient Data source may be made available on request, subject to consideration of legal and ethical factors. For further information please contact: nicola.kerr2@gov.scot Crown Copyright You may use or re-use this information (not including logos) free of charge in any format or medium, under the terms of the Open Government Licence. See: www.nationalarchives.gov.uk/doc/open-government-licence/ Part of the Scottish Care Experience Survey Programme Page 51