Health and Care Experience Survey 2013/14 Volume 1: National Results

12 Results for NHS Boards

Overall results for NHS Boards

12.1 Individual reports for each board are available at:

http://www.healthcareexperienceresults.org/

12.2 More detailed results for NHS Boards are shown in a spreadsheet on the Scottish Government website at:

http://www.scotland.gov.uk/Topics/Statistics/Browse/Health/GPPatientExperienceSurvey/Survey1314

Overall access arrangements

12.3 Since the previous survey in 2011/12, there has been a decrease in the percentage of patients rating the overall arrangements for seeing doctors and nurses as good or excellent. This decrease has been seen across almost all NHS Boards (Table 14, Table 15) suggesting that any root cause of the drop may well be Scotland wide.

12.4 The percentage of patients rating the overall arrangements for getting to see doctors as good or excellent ranged from 67 per cent in NHS Lanarkshire and NHS Shetland to 96 per cent in NHS Orkney.

12.5 The percentage of patients rating the overall arrangements for getting to see nurses as good or excellent ranged from 77 per cent in NHS Lanarkshire to 98 per cent in NHS Orkney.

Table 14: Rating of overall arrangements for getting to see a doctor

NHS Board	Positive responses %	Difference from 2011/12	Difference from Scotland
NHS Ayrshire & Arran	69	-3	-3
NHS Borders	72	-5	0
NHS Dumfries & Galloway	78	-3	6
NHS Fife	69	-1	-4
NHS Forth Valley	73	-2	1
NHS Grampian	68	-4	-4
NHS Greater Glasgow and Clyde	77	-2	5
NHS Highland	79	-2	7
NHS Lanarkshire	67	-3	-6
NHS Lothian	70	-4	-2
NHS Orkney	95	-1	23
NHS Shetland	68	-1	-5
NHS Tayside	74	-4	2
NHS Western Isles	79	-3	7
Scotland	72	-3

Note: Statistically significant differences are in bold

Table 15: Rating of overall arrangements for getting to see a Nurse

NHS Board	Positive responses %	Difference from 2011/12	Difference from Scotland
NHS Ayrshire & Arran	81	-3	-1
NHS Borders	82	-3	1
NHS Dumfries & Galloway	88	-1	7
NHS Fife	80	-1	-2
NHS Forth Valley	79	-2	-2
NHS Grampian	81	-2	-1
NHS Greater Glasgow and Clyde	83	-2	1
NHS Highland	86	-3	4
NHS Lanarkshire	77	-3	-5
NHS Lothian	80	-3	-1
NHS Orkney	98	2	17
NHS Shetland	84	-1	2
NHS Tayside	85	-1	3
NHS Western Isles	91	-2	10
Scotland	82	-2

Note: Statistically significant differences are in bold

Arrangements for getting to see other health and care services

12.6 The percentage of patients rating the overall arrangements for getting to see other health or care services ranged from 73 per cent in NHS Grampian to 87 per cent in NHS Orkney. The question wording has been revised since the previous survey to include social care services and the previous results are presented for information (Table 16).

Table 16: Overall rating of referral process

NHS Board	Positive responses 2013/14 (%)	Positive responses 2011/12 (%)	Difference from Scotland 2013/14
NHS Ayrshire & Arran	76	77	-3
NHS Borders	79	81	1
NHS Dumfries & Galloway	82	82	3
NHS Fife	78	78	0
NHS Forth Valley	75	75	-3
NHS Grampian	75	73	-3
NHS Greater Glasgow and Clyde	80	77	2
NHS Highland	78	81	0
NHS Lanarkshire	77	73	-1
NHS Lothian	78	74	-1
NHS Orkney	90	87	12
NHS Shetland	79	75	1
NHS Tayside	82	81	4
NHS Western Isles	82	83	3
Scotland	78	76

Note: Statistically significant differences in bold

HEAT standards - 48 hour access and advance access

12.7 Every NHS Board in Scotland is required to meet a HEAT^[16] standard that monitors the percentage of patients able to obtain access within two working days and book an appointment in advance to an appropriate healthcare professional. GP practices are expected to provide reasonable appropriate access for their patients as part of their services. The results for 48 hour and advance access HEAT standards are shown in Table 17. More information on the 48 hour HEAT standard is available at:

http://www.scotland.gov.uk/About/Performance/scotPerforms/partnerstories/NHSScotlandperformance/GPAccessStandard

12.8 For the 48 hour standard only one board, NHS Lanarkshire, was below the 90% standard, and their figure was 89.9%. The highest score was NHS Orkney with 97.1 per cent.

12.9 With regards to advance booking, only NHS Orkney achieved the 90% standard.

Table 17: Heat Standards

	48 hour access		Advance access
NHS Board*	2013/14	2011/12	2013/14	2011/12
NHS Ayrshire & Arran	91.6	92.5	76.8	77.6
NHS Borders	92.4	94.0	85.0	85.2
NHS Dumfries & Galloway	95.4	96.0	84.2	87.2
NHS Fife	91.1	89.3	78.8	79.6
NHS Forth Valley	91.6	91.8	80.6	82.5
NHS Grampian	91.0	92.0	79.9	83.4
NHS Greater Glasgow & Clyde	93.0	93.4	79.2	80.5
NHS Highland	94.8	95.2	84.3	86.6
NHS Lanarkshire	89.9	90.3	72.0	70.5
NHS Lothian	92.4	91.8	76.7	80.0
NHS Orkney	97.1	99.4	97.6	98.4
NHS Shetland	93.5	97.5	73.2	61.7
NHS Tayside	95.0	94.9	72.9	72.7
NHS Western Isles	96.2	97.2	86.7	89.1
NHS Scotland	92.4	92.6	78.1	79.6

Overall care provided by GP practices

12.10 The decrease nationally in the percentage of patients rating the overall care provided by their GP surgery positively can also be seen in the scores for NHS Boards (Table 18). The percentage of patients rating the overall care provided by their GP surgery as good or excellent ranged from 83 per cent in NHS Shetland to 97 per cent in NHS Orkney.

Table 18: Rating of overall care provided by GP practice

NHS Board	Positive responses %	Difference from 2011/12	Difference from Scotland
NHS Ayrshire & Arran	87	-1	0
NHS Borders	90	0	3
NHS Dumfries & Galloway	90	-2	3
NHS Fife	86	0	-1
NHS Forth Valley	87	-1	1
NHS Grampian	85	-4	-1
NHS Greater Glasgow and Clyde	89	-1	2
NHS Highland	89	-2	2
NHS Lanarkshire	83	-2	-4
NHS Lothian	85	-3	-2
NHS Orkney	97	1	11
NHS Shetland	82	-2	-5
NHS Tayside	89	-2	2
NHS Western Isles	90	-3	3
Scotland	87	-2

Overall rating of care provided out of hours

12.11 The percentage of patients rating the care provided out of hours as good or excellent ranged from 67 per cent in NHS Fife and NHS Forth Valley to 76 per cent in NHS Shetland (Table 19).

Table 19: Rating of overall Out-of- Hours care

NHS Board	Positive responses %	Difference from 2011/12	Difference from Scotland
NHS Ayrshire & Arran	70	-3	0
NHS Borders	72	4	1
NHS Dumfries & Galloway	69	1	-2
NHS Fife	67	-4	-4
NHS Forth Valley	67	0	-4
NHS Grampian	70	-4	-1
NHS Greater Glasgow and Clyde	73	0	2
NHS Highland	73	-2	2
NHS Lanarkshire	68	-2	-3
NHS Lothian	73	-2	2
NHS Orkney	74	5	3
NHS Shetland	76	6	5
NHS Tayside	71	0	0
NHS Western Isles	68	1	-3
Scotland	71	-1

Notes: Statistically significant differences are in bold