Health & Social Care Staff Experience Survey 2023

Patient Services

Illustrating the link between iMatter and patient care, the survey asks staff to say whether they ‘would be happy for a friend or relative to access services within my organisation’. This measure has increased by 1 point from 2022 and has now returned to the pre-pandemic level.

Two-thirds of staff agree or agree strongly (Strive & Celebrate) with the statement and only 7% disagree or disagree strongly (Focus to Improve).

Several Team Stories refer to actions taken that look to improve the patient experience:

“Initially during COVID we were keen to explore the experience of clients using the counselling service, particularly as we moved from face to face to telephone appointments. We did this through a short survey, which we circulated to clients. The feedback was positive, and gave us reassurance that we were still providing a supportive and person-centre service during COVID.

As we moved back to more face to face consultations, our team suggested we expand the survey to allow us to explore ways in which we could celebrate great work, review the service we provide and identify any opportunities for improvement.” Counselling Team, NHS Greater Glasgow and Clyde

The Macmillan One to One Team provide ongoing support and information to people affected by cancer by completing a Holistic Needs Assessment (HNA). They then signpost or refer on to appropriate services with the main purpose of giving people the right tools and support they need to be able to self manage. The Coffee Drop In events have allowed us to support people in a different way, effectively moving them on to find another meaningful way of being able to ‘self manage’. We invite other healthcare professionals to attend the events, such as Macmillan Money Matters, Macmillan Move More, Macmillan Buddy Service, Oral Health, and they all find the experience unique and uplifting.” Macmillan One to One Team, NHS Forth Valley

“We offer short term (4-6 sessions) holistic assessments and interventions that are aimed at providing self-management strategies for anyone experiencing physical health difficulties/mental health difficulties, or quite often, both physical and mental health difficulties.

In the first year:

- 100 % of patients reported they would access OT support again

- 96% of patients reported that they felt OT was easy to access and that they were seen in a reasonable timescale.

The team were also fortunate enough to be finalists in two categories at the Ayrshire Achieves Awards 2023, placing in the top three out of 126 nominations” HSCP South NHS Ayrshire & Arran

Boards

Geographic Boards typically see either no change or a movement of +/- 1 point. The exception is NHS Western Isles where there has been a 4 point increase from 76 in 2022 to 80 in 2023. Three of the four Patient-facing National Boards have increased their score, only NHS 24 has declined. In contrast, three of the four Support Boards scores have declined and Public Health Scotland has remained unchanged.

Staff Groupings

Scores across staff groupings range from 71 among Ambulance Services to 85 among Local Authority Senior Managers. Scores have increased from 2022 by one point across many of the patient-facing staff groupings.