iMatter Health & Social Care Staff Experience Survey 2024
Independent report by Webropol providing detailed information and analysis of staff experience in health and social care across Scotland. This report contains data from the 2024 iMatter survey.
Appendix 7: Response Volumes by Method
| Response Data by Survey Method | 2017 | 2018 | 2019 | 2021 | 2022 | 2023 | 2024 | |
|---|---|---|---|---|---|---|---|---|
| Online Surveys | Volume issued | 141,990 | 149,557 | 153,989 | 171,801 | 177,197 | 183,935 | 189,281 |
| Usable Responses | 96,631 | 95,693 | 102,099 | 102,514 | 104,216 | 113,247 | 114,188 | |
| Response Rate | 68% | 64% | 66% | 60% | 59% | 62% | 60% | |
| Paper Surveys | Volume issued | 30,597 | 28,062 | 25,464 | 18,965 | 15,516 | 12,702 | 11,969 |
| Usable Responses | 11,599 | 8,561 | 9,413 | 3,842 | 3,047 | 3,060 | 2,984 | |
| Response Rate | 38% | 31% | 37% | 20% | 20% | 24% | 25% | |
| SMS Invites | Volume issued | N/A | N/A | N/A | 3,676 | 7,059 | 5,108 | 5,540 |
| Usable Responses | N/A | N/A | N/A | 1,810 | 2,987 | 2,069 | 2,362 | |
| Response Rate | N/A | N/A | N/A | 49% | 42% | 41% | 43% | |
Method Effect on Response Rates
In order to ensure all staff have the opportunity to take part in iMatter, paper questionnaires are distributed to those without access to the online survey either by email or SMS.
All Boards sent email invitations. 16 Boards sent SMS invitations and 17 used paper surveys. Five Boards only sent emails. They were four National Boards; Healthcare Improvement Scotland, NHS Education for Scotland, Public Health Scotland, NHS 24 and for the first time a Geographic Board; NHS Orkney.
In 2024 92% of surveys were issued via email, 1pp higher than in 2023. 6% were issued on paper and 3% via SMS. The share of the responses received is 96% from email, 2% paper and 2% from SMS, reflecting the highest response rate being achieved via the email survey.
| Health and Social Care 2024 | Volume issued | % of Volume Issued | Usable Response Volume | % of Responses Received | Response Rate by Method |
|---|---|---|---|---|---|
| 189,281 | 92% | 114,188 | 96% | 60% | |
| Paper | 11,969 | 6% | 2,984 | 2% | 25% |
| SMS | 5,540 | 3% | 2,362 | 2% | 43% |
| Total | 206,790 | 119,534 | 58% |
Full details of response rates by method for each Board are included within the iMatter 2024 Data file[18].
Unusable Responses
A prerequisite of iMatter is that the core iMatter questions are answered (staff grouping, raising concerns and demographic questions are optional). If there are any errors on the questionnaire, then it is not processed.
On the online survey unusable responses included:
- 2,608 staff who opened the link, started the survey but did not finish it
- 871 staff answered all the mandatory questions, but did not submit their survey
On the paper questionnaire it is not possible to monitor responses as they are being completed, and so it is only when returned questionnaires are processed that incomplete or incorrectly completed responses are identified.
Of the 11,969 paper surveys issued, 2,984 (25%) were input and a total of 806 (7%) were rejected for the reasons shown here:
| Health and Social Care 2024 | Volume | % of paper surveys sent |
|---|---|---|
| Paper Surveys Sent | 11,969 | |
| Responses Processed | 2,984 | 25% |
| Responses Rejected | 806 | 7% |
| Reasons for Rejection | ||
| Partial Response | 647 | 5% |
| Completion Errors | 38 | <1% |
| Duplicate | 5 | <1% |
| Past Deadline | 116 | 1% |
Of those with partial responses, 77% had not answered one question, 6% two questions and 8% three or more questions.
Small Teams
The tables following shows the proportion of teams with 4 or less people in for each Board. In order to receive an EEI report, these teams need to achieve a response rate of 100%.
| Health & Social Care 2024 | Number of Teams | Small Teams receiving report | |||
|---|---|---|---|---|---|
| Board | Total | Small Teams | % of all Teams | No. of Small Teams | % of Small Teams |
| National Boards (Patient-facing) | |||||
| NHS 24 | 291 | 115 | 40% | 79 | 69% |
| NHS Golden Jubilee | 192 | 46 | 24% | 35 | 76% |
| Scottish Ambulance Service | 407 | 94 | 23% | 73 | 78% |
| The State Hospital | 70 | 24 | 34% | 19 | 79% |
| National Boards (Support) | |||||
| Healthcare Improvement Scotland | 57 | 9 | 16% | 7 | 78% |
| NHS Education for Scotland | 213 | 101 | 47% | 78 | 77% |
| NHS National Services Scotland | 325 | 71 | 22% | 59 | 83% |
| Public Health Scotland | 81 | 13 | 16% | 10 | 77% |
| Geographic Boards | |||||
| NHS Ayrshire & Arran | 1,140 | 212 | 19% | 105 | 50% |
| NHS Borders | 327 | 59 | 18% | 28 | 47% |
| NHS Dumfries & Galloway | 300 | 51 | 17% | 24 | 47% |
| NHS Fife | 948 | 211 | 22% | 122 | 58% |
| NHS Forth Valley | 577 | 121 | 21% | 43 | 36% |
| NHS Grampian | 1,377 | 241 | 18% | 131 | 54% |
| NHS Greater Glasgow & Clyde | 3,482 | 629 | 18% | 338 | 54% |
| NHS Highland | 787 | 140 | 18% | 54 | 39% |
| NHS Lanarkshire | 1,145 | 162 | 14% | 87 | 54% |
| NHS Lothian | 2,468 | 575 | 23% | 295 | 51% |
| NHS Orkney | 90 | 30 | 33% | 21 | 70% |
| NHS Shetland | 115 | 25 | 22% | 14 | 56% |
| NHS Tayside | 1,391 | 303 | 22% | 149 | 49% |
| NHS Western Isles | 74 | 9 | 12% | 3 | 33% |
Contact
Email: nationalimatterteam@gov.scot
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