Inpatient Experience Survey 2018: national results
National results of the 2018 Inpatient Experience Survey. Comparisons have been made with the previous iterations of this survey where possible.
11. Overall Experience and providing feedback
Summary
- Overall, people rated their full inpatient experience very positively, with 86 per cent rating their experience between 7 and 10 on a scale of 0 to 10, where 0 is "very poor" and 10 is "very good". Thirty six per cent said that their care overall was "10 out of 10".
- Around a third of people said that they spoke to staff about the standard of their care. Of those who were dissatisfied with their care, treatment or services, 40 per cent were able to find out how to provide feedback or complain.
Overall
When asked to rate their overall inpatient experience, most people responded positively. On a scale of 0 to 10, where 0 is "very poor" and 10 is "very good", 86 per cent of people rated their experience between 7 and 10, and 36 per cent rated it as 10 out of 10.
Figure 11.1 : Summary of overall hospital experience, 2018
Giving feedback
NHS Scotland and the Scottish Government are jointly committed to developing a culture of openness and transparency that actively welcomes feedback as a vital source of information on what is and is not working well, and is a powerful tool for improvement.
Thirty-two per cent of people said that they spoke to staff about the standard of their care and treatment, or the services provided.
A further question asked people "If you were unhappy or dissatisfied with care, treatment or services, were you able to find out how to provide feedback or complain?" Responses were as follows:
| Response option | Percentage of responses |
|---|---|
| Yes | 12% |
| No | 19% |
| I was not unhappy or dissatisfied | 69% |
These results indicate that 31 per cent of people were in some way unhappy or dissatisfied with some aspect of the care that they received and of these 40 per cent knew how to feedback or complain. However, it is worth noting that a substantial number of these people also rated their overall care very positively, as shown in Figure 11.2. For example, of those who said that they were dissatisfied and unable to find out how to provide feedback or complain, 54 per cent also said that they were satisfied with their care experience overall.
Figure 11.2 : Ability to feedback or complain, by rating of overall hospital experience, 2018
Contact
Email: PatientExperience@gov.scot
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