Health & Social Care Staff Experience Survey 2023
Independent report by Webropol providing detailed information and analysis of staff experience in health and social care across Scotland during 2023
Action Plans
Action Plans are a vital part of the iMatter process, where staff feedback is reviewed and actions are agreed to address staff concerns and opportunities for improvement.
Across Health and Social Care there has been an increase of 8 pps in the proportion of teams completing Action Plans. The level of completion of Action Plans varies considerably across Boards. Among the National Boards, the highest percentage of teams completing Action Plans is 72%, achieved by NHS Golden Jubilee, an increase of 13 pps from 2022.
| Teams completing an Action Plan | 2017 | 2018 | 2019 | 2021 | 2022 | 2023 | Movement from 2022 |
|---|---|---|---|---|---|---|---|
| Health and Social Care | 43% | 56% | 58% | 42% | 47% | 55% | +8 |
| National Boards (Patient-facing) | |||||||
| NHS Golden Jubilee | 63% | 71% | 52% | 74% | 59% | 72% | +13 |
| NHS 24 | 14% | 66% | 54% | 58% | 56% | 62% | +6 |
| Scottish Ambulance Service | 72% | 86% | 82% | 41% | 62% | 71% | +9 |
| The State Hospital | 78% | 55% | 79% | 59% | 65% | 53% | -12 |
| National Boards (Support) | |||||||
| Healthcare Improvement Scotland | 72% | 89% | 73% | 44% | 61% | 53% | -8 |
| NHS Education for Scotland | 73% | 82% | 93% | 83% | 80% | 83% | +2 |
| Public Health Scotland | 55% | 85% | 63% | -22 | |||
| NHS National Services Scotland | 78% | 76% | 88% | 90% | 90% | 94% | +4 |
| Geographic Boards | |||||||
| NHS Ayrshire & Arran | 54% | 60% | 55% | 40% | 49% | 59% | +10 |
| NHS Borders | 26% | 75% | 70% | 48% | 44% | 53% | +9 |
| NHS Dumfries & Galloway | 13% | 46% | 58% | 20% | 30% | 44% | +14 |
| NHS Fife | 40% | 42% | 42% | 52% | 49% | 67% | +18 |
| NHS Forth Valley | 26% | 80% | 72% | 58% | 58% | 61% | +3 |
| NHS Grampian | 54% | 49% | 52% | 37% | 41% | 46% | +5 |
| NHS Greater Glasgow and Clyde | 44% | 50% | 57% | 49% | 49% | 55% | +6 |
| NHS Highland | 29% | 48% | 49% | 10% | 30% | 28% | -2 |
| NHS Lanarkshire | 48% | 67% | 77% | 50% | 50% | 66% | +16 |
| NHS Lothian | 33% | 60% | 57% | 15% | 42% | 50% | +8 |
| NHS Orkney | 81% | 81% | 70% | 55% | 39% | 58% | +19 |
| NHS Shetland | 14% | 45% | 41% | 36% | 27% | 41% | +14 |
| NHS Tayside | 39% | 41% | 47% | 54% | 42% | 47% | +5 |
| NHS Western Isles | 12% | 14% | 13% | 31% | 31% | 59% | +28 |
Within the Geographic Boards, the highest Action Plan completion is in NHS Fife (67%). This is an increase of 18 pps over 2022. 66% of teams in NHS Lanarkshire completed an Action Plan in 2023 an increase of 16 pps from 50% in 2022.
NHS Western Isles has nearly doubled the percentage of teams completing Action Plans, from 31% in 2022 to 59% in 2023 (+28 pps).
NHS Fife has improved all three iMatter KPIs (Response Rate, EEI Score and Action Plan completion), with staff supported by an extensive iMatter eLearning programme, covering a wide range of topics across Employee Engagement, the importance of iMatter and the iMatter process.
“Providing Manager Action Planning information sessions (1 hour - online) to provide information on how to analyse team reports, facilitate the meeting and record the action plan. (we have now exceeded last years action plan recording figure within the 8-week period, with 2 weeks left to go).” NHS Fife, iMatter Team
“Following the end of the 2022 cycle we met with a number of teams and individuals to understand their experience of iMatter and action planning. Taking into account our own review and this feedback for 2023 we:
1. Developed a Manager's Action Planning guide and promoted it and the importance of Action planning to managers regularly.
2. Engaged with Chief executive, Directors and senior leaders around the key messages to generate their support and influence.
3. Worked with managers to review Directorate structures (particularly in our Health and Social Care Partnership). This helped us manage and monitor the Team Confirmation and Action Planning stages more easily.” NHS Shetland, iMatter Team
“We continue to communicate with teams during each stage and provide ongoing support to new and existing managers to guide them through the processes which also resulted in 10% improvement from 2022 in completed team Action Plans within 8-weeks.
Another factor to consider for our Board improvement is that over the last couple of years we have consistency with our Board Administrators and because they have now been in the role for a while they are now more experienced/conversant in iMatter stages/processes.” NHS Ayrshire & Arran, iMatter Team
A Team Story from the Clyde Sector, NHS Greater Glasgow and Clyde, highlights improvement in action planning as part of the overall focus on iMatter:
“Across the Clyde sector, we have seen real benefits of using feedback from iMatter to improve our staff’s experience. The big improvements in iMatter outcomes throughout 2022 demonstrate this, with an increased response to the questionnaire, an improved Employee Engagement score and a 7% increase in action planning.
Once we received our results, we quickly shared the information with staff, managers and partnership colleagues, and ensured two-way communication was at the heart of improvement.” Clyde Sector, NHS Greater Glasgow and Clyde
Three Boards have seen considerable decline in the Action Plan completion in 2023:
- Public Health Scotland has declined 22 pps from 85% to 63%
- The State Hospital has declined 12 pps from 65% to 53%
- Healthcare Improvement Scotland has declined 8 pps from 61% to 53%
NHS Highland acknowledge that percentage of teams preparing action plans is low and that there is still work to be done. At 28% it is the lowest of all geographic Boards by a margin of at least 13 pps. It is also the only Geographical Board to have shown a decline (2 pps) in the proportion of teams completing Action Plans from 2022 to 2023.A plan is in place in NHS Highland to encourage greater levels of staff engagement with iMatter:
Through the Together We Care Strategy 2022-2027 and associated Annual Delivery Plan(s) we will be increasing our focus on all aspects of engagement and are currently actively inviting colleagues from across the organisation to join our Listening and Learning Panel and to contribute to our Colleague Engagement workstreams.
We will be refreshing our iMatter guidance and support to managers and staff in preparation for iMatter 2024 and will continue to contribute to local and national iMatter Op Leads networks. NHS Highland, iMatter Team
Contact
Email: NationaliMatterTeam@gov.scot
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